Guide to KBC Assist

Get answers to frequently asked questions about our KBC Assist app.

Guide to KBC Assist

Get answers to frequently asked questions about our KBC Assist app.

What KBC Assist is

Have a question about KBC Assist? We're happy to help! On this page you can find answers to frequently asked questions about KBC Assist.

General: KBC Assist and who it's for

Activating the app, choosing a PIN and logging in

Features in connection with your vehicle

Features in connection with your home

Features in connection with your family and leisure activities

Submit your claim

Manage your claims

Severe weather alert

Data protection

Help

General: KBC Assist and who it's for

1. What is KBC Assist?

KBC Assist is a free app providing KBC clients with an easy means of reporting insurance claims regarding their home, family or vehicle to their agent. For vehicle damage, there are also features like:
- looking up glass-repair workshops or
- getting fast assistance in case of a breakdown, accident or theft of your car, whether in Belgium or abroad. Around your home, you can make a digital record of your insured items so that, if they are damaged or stolen, you have a photo of the relevant items to hand. 

You can also use KBC Assist to track the status of ongoing claims. For now, you'll only be able to do this for legal assistance claims. 

2. What features does KBC Assist have?

We give you a secure environment in which you can report claims to KBC under your home, family and vehicle policies. When we get your report, we automatically open a claim file for you.  
And there are a host of other features:
For your vehicle:

  • If your car breaks down or you have an accident, call KBC Assistance directly.
    We'll know immediately who and where you are and the registration number of your car, so that we can help you even more efficiently.
  • If you have glass breakage on your car, get straight on to finding an authorised workshop who'll settle the bill directly with KBC, leaving us to deal with the admin and charges.
  • If your car's broken into or stolen, report it immediately.
  • If you have a road accident, take a photo of the completed accident statement in KBC Assist or use the electronic version in the Crashform app and send it straight through for quick processing.

For your family:

  • Call our personal assistance line directly.
  • File a hospitalisation claim, 24/7.

For your home:

  • Keep an album of photos of the valuables you have at home. They're kept in a safe environment, but, if the items are stolen or damaged, you can report them in their original condition.

Track your claim:

  • Under 'Track your claim' you can complete, submit and view claims, and see how legal assistance claims are progressing.
  • These sometimes take a long time to settle so it's useful to see the steps and action taken, and the claim's current status. If your input is required this will be marked in pink. 

3. Who is KBC Assist for?

This app is intended for KBC clients with Home, Family and Vehicle insurance policies.

4. Can I use KBC Assist on any smartphone?

The app is available for iOS, Android or Windows Phone. There are minimum requirements for the operating system on your smartphone:
iOS 9 of higher
Android 4.0.3 or higher
Windows Phone 10

5. How do I activate KBC Assist?

There are two ways for you to do this, both of which – among other things – entail us verifying your identity:

1. Activation using KBC Mobile
For this, we use the security features (PIN) in KBC Mobile. However, the KBC Mobile app first has to be installed on your device and you have to have registered for KBC Mobile, too.

2. Activation using a login code
By using a one-off activation code which you can get through KBC Assist by text or e-mail. You then use this code in KBC Assist to activate the app.

6. Does KBC Assist come for free?

Yes, KBC Assist is a free app. However, you must be a KBC client.

Note:
If you use the features over a Wi-Fi connection or your mobile phone operator's network, additional charges may apply. Note also that any phone calls you make from abroad will be more expensive than those made from within Belgium. If you are abroad and use specific features that require you to connect to the Internet (like accessing a map or transferring your details), your provider will also charge you additional data-roaming costs. All telephone costs and data-traffic charges are paid by the user.

7. Can I also install the KBC Assist app if I´m not a KBC client?

No, you can't. You must be a KBC client to be able to use KBC Assist. If you're not a client, you can open an account via the KBC website or through the KBC Mobile app and in this way automatically become a client.

8. Can I also use KBC Assist if I´m a client but haven´t taken out any insurance at KBC?

Yes you can, though KBC Assist is designed to provide you with an overview of your insurance and to allow you to do such things as submit claims.

9. Can the members of my family also use KBC Assist for insurance policies taken out in my name?

Yes, if they're registered as regular drivers under the policy. But they, too, have to be clients with KBC and have to download and activate KBC Assist.

10. Will the app also show me all the details of my policies?

The app is not designed to tell you all your insurance details. For that, you can contact your insurance sales point or view the summary of your policies using KBC Touch.

11. How can I get KBC Assist?

You can download KBC Assist from the Apple App Store, Google Play store or Windows Phone market.
Start up the app and carry out the activation procedure in the way described below.

Activating the app, choosing a PIN and logging in

1. What do I need, as a client, to be able to use KBC Assist?

You need to register once to use the KBC Assist app. This can be done:
* Either in KBC Mobile using its security features. KBC Mobile needs to be installed and activated on your device.

* Or by requesting a one-off login code in the KBC Assist app, if you haven't installed KBC Mobile on your device (only for Android and iOS devices).

2. How do I go about requesting my one-off login code?

After having downloaded the KBC Assist app and choosing your preferred language, select ‘Login using login code’ and enter your personal details. Your code will then be sent to you by text message or e-mail.

3. How do I enter my one-off login code now that I´ve received it?

To enter it, select KBC Assist for ‘Login using login code’, enter your code in the next screen and tap or click ‘Activate the KBC Assist app’. You will then be asked to accept the terms of use and to choose a PIN for logging in to KBC Assist.

4. I am being asked to choose a PIN for KBC Assist. May I use the one I have for KBC Mobile?

Yes, but you don't have to. You are free to choose any five-character PIN you want.

5. Can I use KBC Assist immediately after activating it?

Once you’ve completed the activation procedure (you only need to do this once), you can start using the app straight away. 

6. Can I use KBC Assist on more than one device?

Yes, you can. To operate on an additional device, carry out the registration procedure again. After that, you can use KBC Assist on each of the devices. 

7. I’ve forgotten my PIN. What should I do?

Select the menu icon on the start screen and then 'Forgotten PIN', which lets you carry out the registration procedure again. 

8. Can I change my PIN without having to go through the activation procedure again?

Yes, you can. Log in, select the menu icon and then 'Change PIN'.

9. Can I change the language preference after activation?

Yes, you can. Before logging in, select the menu icon and then 'Change language'. 

10. Do I have to register so I can ask for fast assistance?

If you need urgent help, you can call KBC Assistance without logging in. Select the menu icon and then 'Contact'.

Features in connection with your vehicle

1. My vehicle´s been damaged in an accident. How can the app help me?

  1. If anyone was injured, call the police and emergency services. You can use the app to do this.
  2. If the accident has immobilised your vehicle, call the assistance helpline to send a rescue truck.
  3. If any other vehicles were involved, you and the other party have to complete a European accident statement. Take a few relevant photos of the situation.
  4. If no other vehicle was involved, carefully note the situation and the damage. Take a few relevant photos of the situation.
  5. Also note the name and contact details of any other parties and witnesses.
  6. Send your notes and/or the completed European accident statement to KBC using the app.

2. How do I use this app to complete a European accident statement if I´ve had an accident?

You can do this in one of two ways:

·       With the KBC Assist app
Take a photo of the completed paper form by selecting 'Vehicle' > 'Accident and damage'. The form is then sent along with the claim when it is being submitted. We'll then open a claim file and take over the admin work for you.

·       With the Crashform app (for iPhone and Android smartphones only).
If you have installed this app on your device, your insurance details at KBC will be filled in automatically in the form. All other information and drawings can also be registered electronically using this app.
As soon as you have sent the claim via Crashform, you will receive a confirmation e-mail, which in turn will be automatically forwarded to KBC. We will then open a claim file and take over the admin work for you.

3. What is Crashform?

This free app is the electronic version of the European accident statement.
You have to download and install this app, which is only available for iOS and Android devices.

4. My vehicle won´t start following a breakdown or accident. How can I use the app to call for roadside assistance?

If you've broken down, select 'Breakdown'. We'll request your location and check your details. The app will then get your phone to automatically call the right number. Afterwards, the app sends details to KBC Assistance over Wi-Fi or over the telephone network. When the roadside assistance service answers, they'll see the details you've sent through.

5. I have broken glass and am insured for this. How can the app help me?

Select 'Vehicle' > 'Glass breakage' to easily find and contact a repair workshop. You can get in direct contact with a Carglass workshop. They'll take care of the admin and costs directly with KBC. If you choose another repairer and the case is urgent, we recommend that you first inform your agent by sending them a message. They will then do what's necessary to arrange an appointment and settle the costs directly. If you do make the appointment yourself, it may be that KBC will only pay the costs later. 

6. I have broken glass and am insured for this. How can the app help me?

Select 'Vehicle' > 'Theft and break-in', where you can notify KBC of the damage and loss and add any photos. We'll open a claim file. If you already have a police report number, add this information as well.

7. My vehicle has been stolen. How can the app help me?

Select 'Vehicle' > 'Theft and break-in' and inform KBC of the theft. To handle the claim, we'll need a police report number. Send this direct using the app or submit it later to your insurance agent. 

8. What is the advantage of contacting the assistance helpline using the app?

You don’t need to search for the assistance provider's contact details. Instead, you are connected immediately to the appropriate VAB assistance provider and avoid having to go through the helpline option menus. The VAB assistance provider immediately sees several basic details in their system that will allow them to identify the call, including who you are, where you’re calling from, what the problem is, and what is covered by insurance. They'll quickly do what's needed and make sure someone's quickly with you. 

9. If I call, will I get through to VAB or KBC Assistance?

KBC works in partnership with VAB. Normally speaking, you'll be connected to VAB, but you may be directed to KBC Assistance in some cases. This is a choice made by the app that is dependent on your actual situation. 

10. Will I get someone on the line if I call using the KBC Assistance number?

You'll always get someone on the line. It is not the app's purpose to eliminate personal telephone contact, as it can be helpful to speak to the assistance provider, particularly in the event of an emergency. Instead, it is designed to make things easier for you in the event of an emergency and allow you to get in contact with an assistance provider quickly and efficiently.

11. I need legal assistance. How can the app help me?

In this case, contact the insurance agent dealing with your claim to find out what needs to be done. You'll find your agent's details in the app under 'Contact KBC'. You can then send them a message under 'Vehicle' > 'Accident' > 'Other loss or damage'. 

12. I have a limited form of legal assistance insurance, e.g., no cover within Belgium. Can I still use KBC Assist?

Yes, you can. The app checks what cover you have and tells you what it is in clear terms. The features are accessible depending on the terms of your policy. 

13. I´m insured for breakdowns whilst I´m abroad. Can I also request breakdown assistance if I´m in Belgium?

Yes, you can. But KBC can't cover the costs. 

14. I´m not insured for breakdowns. Can I still use the app to request breakdown assistance?

Yes, you can. But you must have your vehicle insured with KBC. If you're not insured, you can call the assistance helpline, who will send breakdown assistance. But the costs will not be covered by KBC.

15. The app says that I can add photos if I want. But when´s it advisable to do so?

Try and keep photos to those that add value to your description. For example, a general view of the scene of an accident can be useful. 

Feature in connection with your home

1. I´ve suffered damage to my home. How can the app help me?

Under 'Home', you can inform KBC of your loss or damage. Select 'Submit claim' and answer all the questions. Add any photos that are relevant. Your claim will be sent to your contact person, who will open a claim file and follow it up.

2. What´s the `Album of photos of valuables´?

Under 'Home', you can also create an album with photos of your valuables. It means you always have evidence available of their original condition in case of damage, theft or loss. You can add the photos to claims under the policy where you're insured (under 'Home' > 'Submit claim'). Note that the photos are securely stored on a central KBC server (and not on the device itself).
But note: valuables you photograph and add to the album are not automatically insured under your policy. If you want to know what is and isn't insured, we advise you to contact your insurance intermediary.

3. How do I add photos from my `Album of photos of valuables´ to my insurance claim?

You can only do this if you have a policy under 'Home'. Select 'Home', opt for 'Submit claim', and then answer the questions relating to a claim. When you get to the screen where you can enter a description, you can also add photos. You'll be asked whether you want to take a photo yourself or add one from your phone or from your 'Album of photos of valuables'.

4. The app says that I can add photos if I want. But when´s it advisable to do so?

Try and keep photos to those that add value to your description. For example, a general view of the scene of an accident can be useful.

5. What are severe weather alerts?

They're early warnings sent to your smartphone notifying you of severe weather. You'll get them from us when a severe storm, thunderstorm, heavy rain or snowfall is expected where you live.
They'll also include a number of tips to prevent weather-related damage and injury.

6. For which locations will I get weather alerts?

You'll get these weather alerts for:

  • your place of residence
  • the buildings you're insured for at KBC (as policyholder and agent holding power of attorney)

7. Can I change the locations for which I get weather alerts?

No, you can't add or remove locations in the app. We don't send alerts based on your smartphone's geolocation.

8. Can I switch weather alerts on and off?

Weather alerts are enabled as default in KBC Assist.
You also need to enable the push feature in your smartphone's settings to receive the alerts.

You can switch them on or off via the menu in KBC Assist.

Features in connection with your family and leisure activities

1. There´s been an insured incident involving me or a member of my family. How can the app help me?

Under 'Family', you can inform KBC of your loss or damage. Select 'Submit claim' and answer all the questions. Add any photos that are relevant. Your claim will be sent to your contact person, who will open a claim file and follow it up.

2. I urgently need personal assistance

Under 'Family', there is an 'Assistance' icon. Select it to call for personal assistance.

3. I or a member of my family need to go to hospital. Can I notify this using this app?

Yes, if you have KBC Hospitalisation Insurance, go to ‘Family’ to see your insurance details and policy number, and 'File claim'. If you click this you can file claims 24/7.

4. I can´t see an `Assistance´ or `Hospitalisation´ icon.

That means that you don't have hospitalisation insurance with us or that you're not insured with us for personal assistance. But if you have questions about this, please get in touch with your insurance intermediary.

5. The app says that I can add photos if I want. But when´s it advisable to do so?

Try and keep photos to those that add value to your description. For example, a general view of the scene of an accident can be useful.

Submitting your claim

1. What happens if I submit a claim using the app?

Your agent or contact person receives the claim and, as soon as possible, will examine what steps need to be taken; they'll then contact you if necessary. Further follow-up on your claim is done by your agent. If you have questions in that respect, you can contact them. Under 'My claims', you'll see which agent you can contact.
You will also receive an e-mail showing the details you've filled in and any added photos. Here, too, you'll see who you can contact.

2. I´ve submitted my claim but want to ask something else or add some information. How do I find out who to contact?

Under 'My claims', you'll see who you need to contact for the claim you've submitted.
You also receive a confirmation e-mail. In it, you'll see who you can contact.

3. How can I be sure my claim has been submitted?

Under 'My claims' in the app, you have a summary of the claims you've submitted. In addition, you'll receive a confirmation e-mail.

4. How long do I have to wait for an answer once I´ve submitted a claim?

Usually, your contact handles your claim immediately and will contact you as soon as possible by phone or e-mail. In certain cases, it may take a few days. But be sure to contact your agent or the assistance helpline if you've got urgent questions.

5. When will my claim be handled and how long does the process take?

That's very dependent on your claim. Your agent will probably start handling your claim straight away. Depending on your claim, this may be completed within a few days. However, in very complicated cases involving a lot of parties, it can take months. Your contact can tell you more about progress in handling your claim.

You can track legal assistance claims to see how they’re progressing. It shows the steps taken chronologically and the claim's current status. 

Managing your claims

1. Can I save a claim and complete it later?

Yes, you can. Close the claim you're working on (by selecting the cross). You'll then be asked to save the claim. You can then find it again under 'My claims' in the start screen.

2. Can I locate the claim I´ve submitted?

Yes, you can. In the app, you have a summary of all claims you've submitted (under 'My claims'). Note that this just gives you a summary, but not the details you filled in. However, these will be included in the e-mail sent to your inbox.

3. How do I delete claims?

Incomplete claims can be deleted by selecting the red trash can next to the claim you want to delete in 'Unsent claims'. Claims you've submitted can't be deleted.

Severe weather alert

What exactly are weather alerts?

You receive a warning when bad weather is expected where you live. These warnings are sent as push notifications to your smartphone. Every alert contains a number of tips to prevent weather-related damage and injury. Weather conditions that prompt such alerts include severe storms, thunderstorms, heavy rain or snowfall.

For which locations will I get these weather alerts?

You'll get these weather alerts for:

  • your place of residence
  • the buildings you're insured for at %%kbc.verz%% (as policyholder or agent holding power of attorney).

Can I change these locations?

No, you can't add or remove locations in the app. Alerts are not sent based on your smartphone's geolocation.

Can I switch these alerts on and off?

They are enabled as default in KBC Assist. You also need to enable the push feature in your smartphone's settings to receive the alerts.
You can switch them off entirely (and on again if you want) using the menu in KBC Assist.

Data protection

1. If I choose to enter my mobile number privately in my smartphone’s settings (i.e. not in the app itself), will telephone-related features still work?

In that case, you will still be able to use the app to contact the assistance provider and transmit your details. However, please note that this means the VAB operator will not be able to link all data automatically and will need to complete one further action during the telephone call.

2. What personal details are retrieved in the app?

For an optimum user experience, we retrieve a summary of the insurance policies that you can claim under. For the same reason, we retrieve certain of your contact details and the contact details of your insurance agent.

3. Are banking details also shown in the app, such as my current accounts?

No, this app deals with insurance first and foremost. Banking details are not retrieved.

4. Are my details retrieved securely in the app? And are they secured on my device?

Yes. They're retrieved using a secure connection. You always have to enter a PIN to gain access to your personal details in the app.

5. Can I, or should I, take measures to protect the general data stored on my smartphone?

Yes. You'll find extensive info on this page on secure use of your smartphone.

6. Is my data protected during transmission to the assistance helpline/VAB?

Yes. Your data is sent over a secure network connection.

7. Is my data protected at the assistance helpline/VAB?

Yes, it is. Once your data has been received by the assistance helpline/VAB, it becomes subject to the VAB security rules. These rules are designed to ensure that unauthorised persons do not gain access to the data received or created during the telephone call and any follow-up contact.

8. Will the assistance helpline/VAB pass on my data to any third parties? If so, which data?

Yes, we forward the data required to locate and assist you and to complete any further administrative processing to the specific assistance providers in the appropriate locations (including VAB breakdown services and local garages contacted).

9. Where can I find more information about data protection?

More information is available in VAB's privacy statement, which you can find in the KBC Assist conditions of use. 

10. Are the photos that I store in my `Album of photos of valuables´ stored securely?

Yes, they're stored on a secure server at KBC and not separately on the device itself. You should therefore delete any photos from your smartphone's personal album if you don't want them stored on your smartphone.

Help

1. I´m having technical problems with the app or during registration. Who can I contact?

You can call the KBC-Helpdesk in this case. Before logging in, select the menu icon and then 'Contact'.

2. I need urgent assistance, but I can´t log in to look up the number.

Before logging in, select the menu icon and then 'Contact'. In this case, call the assistance helpline.

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