What do you need to do in the event of hospitalisation?

What do you need to do in the event of hospitalisation?

If you or one of your family members is admitted to hospital, your hospitalisation insurance has you covered. Read on to find out what you need to do step by step.

How to file a hospitalisation claim with KBC

1. Using KBC Mobile and KBC Touch

Using KBC Mobile

1. Log in to KBC Mobile
2. Tap ‘My KBC’ at the bottom of your screen
3. Scroll down to ‘Insurance’
4. Tap your hospitalisation insurance
5. Tap ‘File insurance claims and we will help you’
6. File a new claim

Using KBC Touch

1. Log in to KBC Touch
2. Select ‘Family’
3. Tap or click your hospitalisation insurance
4. Select ‘Indicate here’
5. File a new claim

You will see right away whether your hospital admission is covered and which expenses will be reimbursed.

2. By calling us on 016 24 24 24

If you can't find your hospitalisation insurance in KBC Mobile or KBC Touch, you can file your claim by phone, Monday to Friday from 8 a.m. to 12 noon and 1 p.m. to 5 p.m. 

You will also have to call us

  • for a home birth
  • for a hospitalisation abroad
  • to report a serious illness without hospitalisation

What do you need to do before your hospitalisation?

What do you need to do yourself?

1. You can file the claim up to three months before your date of admission

You will need the following information to file your claim:

  • Your AssurCard number (only necessary if you file your claim by phone)
  • Reason for hospitalisation (there is a handy search feature available for this in KBC Mobile or KBC Touch)
  • Name of the hospital
  • Admission date
  • Account number to which we may refund your costs

2. Beware if the doctor asks you to sign an additional document

Sometimes doctors ask for an additional 'informed consent' document to be signed before the operation. That means you accept the proposed treatment and any additional costs involved in the operation. These additional costs are not always covered under your policy conditions.

Always contact our Hospitalisation Claims Settlement department before you sign the document by calling us on 016 24 24 24. This generally relates to costs for which no statutory compensation is provided, such as new technology treatment (robotic surgery) and cosmetic surgery.

What does KBC do for you?

  1. We immediately open a hospital admission file.
  2. When you file your claim, you will be informed immediately whether or not the admission is covered by your insurance.
  3. Your AssurCard will be activated immediately if possible, and as a result, the third-party payment system will be triggered.
  4. You will receive a confirmation of your admission containing your file number (your reference).
  5. You will be able to consult your claim in KBC Mobile and KBC Touch.
  6. You will receive a confirmation letter if you filed your claim by phone.
  7. You should always mention your file number (reference) whenever you contact us.

What if my AssurCard couldn't be activated?

Not to worry. It is possible that you have a type insurance that doesn't work with the AssurCard system. In that case, simply provide us with the bills and we will refund the insured costs to your account. You yourself take care of the payment to the hospital.

It is also possible that we were not able to determine immediately whether the admission is insured when the claim was filed. In that case, we’ll need some extra info about your admission. As soon as we have received the requested documents and your admission is insured, you may send us the bills. In this case, too, you take care of the payment to the hospital and we will refund the insured costs to your account.

What if I filed a claim using KBC Mobile or KBC Touch but I didn't receive a confirmation letter?

If you file your claim using KBC Mobile or KBC Touch, we don't send a confirmation letter. You will find all the details of the claim in KBC Mobile or KBC Touch. That way, your AssurPharma bar code, which you need at the pharmacy, is always close to hand.

What do you need to do during your hospitalisation?

1. If you didn't file a claim before your admission, do so right away!

If you didn't file a claim before your admission, for example, because you forgot or because it was an emergency admission, you can still file your claim during your admission. Please bear in mind that medical examinations and care in the accident and emergency department are not covered under hospitalisation insurance, while a stay in the day clinic and an admission for a longer period of time are.

If you know the reason for your admission, you can file your claim using KBC Mobile or KBC Touch.

2. When you are being registered at the hospital, show your AssurCard

Show your AssurCard to the member of staff at the admissions desk so they can activate it. Do not use the kiosk to do this.

3. Sign an admission form

You need to sign an admission form when you are admitted into hospital. This document lists your choice of room, as well as information regarding rates and charges (room costs and/or supplementary fees).

Please note that this document is binding and your choice may have an impact on the reimbursement paid by KBC. Choosing a private room may result in you paying a higher deductible. For more information, please call the Hospitalisation call centre on 016 24 24 24.

What if you've lost your AssurCard?

To register your hospital admission and have the bill sent directly to KBC, all you need is your AssurCard number. So you don't need the card itself.

And of course, you will also find your AssurCard number in KBC Mobile or KBC Touch after you have filed a claim online. You can also request it by calling us on 016 24 24 24. You can do so Monday to Friday from 8 a.m. to noon and from 1 p.m. to 5 p.m.

What do you need to do after your hospitalisation?

What do you need to do yourself?

1. Hospital bill

If you used the AssurCard, the hospital will send the bill directly to KBC Insurance. You may also receive a copy, which you will not need to pay.

If you don't have an AssurCard, you will receive the hospital bill at home. You may submit this to your health insurance fund for them to check it, but you will be personally responsible for paying the bill. Once you have paid, send the bill to KBC and state your file number (your reference). 

You may keep the original bills yourself. A copy or clearly legible scanned version is fine for us.

2. Medical expenses: doctor's consultations, physiotherapy, lab results, etc.

Pay all medical expenses relating to your admission and incurred during the pre- and post-treatment period specified in your policy conditions. Be sure to keep all of your receipts for such expenses.

Send these receipts (preferably all together) to KBC Insurance, Hospitalisation Claims Settlement department, R. Van Overstraetenplein 2, 3000 Leuven or by e-mail to schade@kbc.be.

Remember to always mention your file number (your reference).

3. Medical expenses: medication

Preferably use our AssurPharma service for your pharmacy expenses.

How does AssurPharma work?

1. Once your admission is confirmed, you receive a bar code.

  • In KBC Touch and Mobile, you will find that bar code with your claim.
  • If you filed your claim by phone, you will find your bar code in the confirmation letter.

2. Show the bar code to your pharmacist.

  • The pharmacist scans the bar code and sends the proof of purchase directly to KBC Insurance through a secure line.
  • You yourself pay for your medication in the pharmacy, but this way, you no longer need to collect your pharmacy receipts and send them to us.

You can find more information on www.assurpharma.be

4. Just had a baby?

Congratulations! You can arrange for your newborn baby to be included in your hospitalisation insurance. If you do this within 60 days of their birth, you may not require medical acceptance. Get in touch with your insurance expert or your employer (if you have a hospitalisation contract with your employer) in order to make the necessary arrangements.

What does KBC do for you?

1. If you used the AssurCard, we pay the hospital bill

We let you know about any non-insured costs on your bill (e.g., telephone charges, beverages) and any deductible (the amount you yourself have to pay).
We then deduct the non-insured costs and the deductible (if applicable) from the medical expenses you send us. If you didn't use an AssurCard, we also deduct the costs of the hospital bill.

2. Within two weeks, you receive a letter setting out the details of the calculation

If the balance is positive, we transfer that amount to your account. If it is negative, you will have to pay us.

3. Do you still have questions or do you have to provide your account number?

Send us an e-mail at schade.hospitalisatie@verz.kbc.be. We reply to any e-mails in this mailbox every working day. Be sure to always clearly state your file number or your policy number. 

If you’d rather contact us by phone, call us on 016 24 24 24. We can be reached Monday to Friday from 8 a.m. to 12 noon and from 1 p.m. to 5 p.m.

What do you need to do if you are hospitalised abroad?

1. Check your policy before you travel

Your insurance cover is valid worldwide, unless you travel abroad for the purpose of receiving medical treatment. In that case, KBC will only provide cover if you have a reimbursement agreement in place with your health insurance fund before your trip.

KBC provides cover for the costs after you have received statutory compensation from your health insurance fund. If the country in which you receive care is not a member of the European Union, or if Belgium has not signed an agreement with that country, then the reimbursement you receive from KBC will be limited. Please see your policy for more details.

2. Look up the details of your health insurance fund's travel assistance centre before you travel

Some examples:

  • MUTAS (CM – Liberale Mutualiteit – Vlaams & Neutraal Ziekenfonds) = + 32 2 272 09 00
  • MUTAS (Sociale Mutualiteit) = + 32 2 272 08 80
  • Mediphone Assist (Partena) = + 32 2 778 94 94

3. If you are admitted to a hospital abroad, you should always contact your health insurance fund's travel assistance centre within 48 hours

Show your European health insurance card if you are in a country where it is valid.

4. Never pay your hospital bill abroad

If you are asked to do so anyway, please contact the travel assistance centre immediately.

5. File your claim with KBC

As soon as it suits you, file your claim with KBC by calling 016 24 24 24. We can be reached Monday to Friday from 8 a.m. to 12 noon and from 1 p.m. to 5 p.m.

It is not possible to file a claim for an admission abroad using KBC Mobile or KBC Touch. The AssurCard can also only be used in Belgian hospitals.

Questions about KBC Hospitalisation Insurance

You'll find all information here:

Exactly what is covered in your policy can be found in your General Conditions and Special Conditions.

Insurance for hospitalisation and serious illnesses

Protect yourself and your family against the financial consequences of hospitalisation.
Insurance for hospitalisation and serious illnesses

Hospital admission declaration: FAQ

Do you have any questions about your hospital admission? You can find the answers here.
Hospital admission declaration: FAQ