Kate is your digital assistant in KBC Mobile who’s always on hand to help. You can ask Kate questions about your everyday banking, your insurance or other services that KBC offers.

You can find Kate in KBC Mobile using the blue icon at the top right of your screen.

As standard, you can ask Kate straightforward questions about products, services and features that KBC offers through KBC Mobile. Simply type your question or, in some cases, ask it out loud. You can, for instance, ask Kate to transfer money for you, find a payment or show you your vehicle’s certificate of insurance.

But Kate can do more than just listen and do things for you. If you ask her for your AssurCard number, for example, Kate’ll also ask you if she can help you with a hospitalisation claim.

If you opt for proactive services, you’ll receive no-obligation suggestions you might find interesting. For instance, Kate will send you a message when you’re able to save money on your insurance or your energy bill.

Kate gets smarter every day and constantly learns from the questions you ask. If Kate doesn’t know the answer, she’ll put you through to a colleague at KBC Live. Next time, Kate’ll probably know the answer to your question without having to refer you to someone else.

We take your privacy very seriously. You can see how we handle your data in our Data Protection Statement.

Sometimes you can communicate with Kate by talking to her. When you can, a microphone will appear next to the text input bar. Tap the microphone, ask your question and Kate will listen and talk to you.

To use Kate, you need to open the KBC Mobile app. Signing for transactions (like transferring money) requires you to re-enter your PIN or fingerprint. Once you leave KBC Mobile, Kate is no longer available. That all means you can use Kate in complete safety and security.

Using our Kate service doesn’t cost a thing.

Tap the bell icon at the top right of your screen to see all your communications with KBC. You’ll find an overview of all your messages and Doccle documents when you tap ‘Messages’. You can also see the different ways to contact KBC by selecting ‘Your contacts’. If you want to make an appointment, feel free to ask Kate, your digital assistant in KBC Mobile.

You can use the Kate chat feature in KBC Mobile to help you save time and money. You can access your digital assistant by tapping the Kate icon in the top-right corner.

Digital customers will no longer receive any documents from us by post.

Messages are personal communications between you and your KBC contacts, i.e. your branch, insurance agent or relationship manager. You can receive, answer and send messages and also send attachments (of limited size).

To send a new message, tap the bell icon, select ‘Your contacts’, then one of your contacts and tap ‘Send a message now’. This option is only available for your insurance agent and your contacts.

You can delete your messages manually, but they will also be deleted automatically after two years.

Whenever you get an important message in KBC Mobile, we’ll notify you by e-mail. You also get a message in your KBC Mobile start screen, which when you tap it, takes you straight to the document. Allow notifications and keep up to date!

To receive an e-mail, your e-mail address must have already been entered in KBC Mobile. You can do that as follows:

1. Tap your profile icon or the cogwheel icon at the top left of your start screen
2. Go to ‘Personal details’ under ‘Profile’
   
3. Tap the pencil to add your e-mail address
   
4. Sign using your PIN

KBC Mobile

1. Tap your profile icon or the cogwheel icon at the top left of your start screen and select ‘Profile’ to go to ‘Client details’
2. Tap the pencil to add your e-mail address
3. Sign using your PIN

KBC Touch

1. Select your ‘Profile’ icon at the top right of your screen and then ‘Client details’
2. Enter your e-mail address
3. Sign using your PIN

KBC Mobile

You can see your messages under ‘My KBC’. Your documents can be found by tapping the bell icon at the top right and then ‘Documents’. Just scroll down to see an overview of them. 

KBC Touch

1. Log in to KBC Touch
2. Select ‘Messages’ in the menu bar at the top of your screen to see all your messages and documents
3. Select a message or document you want to view
4. Read or download your chosen document

These could be notifications required by law, invoices, certificates like the ones we send you for your tax return and other important documents that you retain for your records. Tap the bell icon and then ‘Messages’ to see them.

KBC Mobile users don’t receive documents by post as standard.

We notify you by e-mail or alert you on your phone or tablet when you’ve received an important document in KBC Mobile. To receive an e-mail, your e-mail address must have already been entered in KBC Mobile. 

You also get a message in your KBC Mobile start screen, which when you tap it, takes you straight to the document.

We use Doccle to store documents. It retains your documents for at least seven years.

You don’t have to create a Doccle account and you can view all your documents right from KBC Mobile and KBC Touch.

You can view your documents using KBC Mobile, KBC Touch or Doccle.

Doccle is a digital mailbox that lets you receive, organise and store documents from a growing list of organisations. You can view your documents using KBC Mobile or KBC Touch without needing a Doccle account.

Creating an account may be useful though, as it lets you share and keep documents from all your suppliers in one place. If you have a Doccle account, you can go to it in a single tap right from KBC Mobile.

Find out more about Doccle.

Doccle lets you get banking and insurance documents from KBC, including:

• Certificates for your tax return
• Credit card billing statements
• Payment requests for insurance premiums
• Home loan documents
  

If you use Doccle, you can get your billing statement there.

If you pick up your registered digital document using itsme® or your eID, you can download and view it or retrieve it later by tapping the bell icon at the top right of your screen and then ‘Documents’.

Kate, your relationship manager, branch, KBC Live and insurance agent contact details (where applicable).

This is our team of experts who are on hand to answer any urgent questions you may have. If you have a relationship manager, they’re your first point of contact. If you don’t have one or you can’t reach them, our KBC Live experts will help you as much as possible when it suits you best.

Just ask Kate to help you schedule an appointment or to change or cancel one you’ve already made.

Yes, you can.

• Tap the bell icon at the top right of your screen and select ‘Your contacts’
• Scroll down and tap your appointment
• Tap the three dots icon and select ‘Add to calendar’

Log in to KBC Mobile and either ask Kate or go to your contacts by tapping the bell icon at the top right and then selecting ‘Your contacts’ to see a list of all your appointments. Tap the appointment you are looking for. You will find all the details of your appointment here, along with a button to start the conversation in MS Teams.

A notification, also known as a push notification, is a personal message that you receive on your smartphone or tablet, even if you’re not logged in to KBC Mobile.

The settings on your phone or tablet let you switch notifications on or off for each app you have installed. If you switch on notifications for KBC Mobile, you won’t miss any important messages.

Our app lets you manage certain notifications and whether you receive them or not. You can manage these notifications in your settings.

• Notifications about payments: tap your photo/cogwheel icon at the top left of your start screen, scroll down and select ‘Push notifications’
• Extra convenience: tap your photo/cogwheel icon at the top left of your start screen, select ‘Privacy’ and then ‘Extra convenience’
  
• Commercial notifications: tap your photo/cogwheel icon at the top left of your start screen, select ‘Privacy’, then ‘Commercial settings’ and ‘How would you like to receive commercial messages?’

If you’re not logged in to KBC Mobile, a pop-up will appear on your phone’s home screen. If you are logged in, the notification will be shown at the top of the screen in the app.

On iOS phones, a badge (a circle containing a number) also appears in the KBC Mobile app to show that there is a new notification.

If you’ve turned on KBC Mobile notifications in your smartphone or tablet settings, we will send you urgent notifications if, for instance, we suspect your payment card is being used fraudulently, when there is a message from your branch, if a document needs to be signed, and so on.

You will also receive notifications if you have selected ‘Extra convenience’. A few examples:

• A notification telling you when it makes sense to switch from fully comprehensive to semi-comprehensive insurance
• A notification asking you whether you want to file a damage claim after a storm in your area
  
• A notification informing you that you’re almost out of Pluxee service vouchers (if you use the additional ‘Pluxee’ service)
  

You can also receive commercial messages as push notifications. To change your settings for receiving commercial messages, follow these steps:

• Tap your photo/cogwheel icon at the top left of your start screen
• Scroll to ‘Privacy’
  
• Tap ‘Privacy’ and then ‘Commercial settings’
  
• Scroll down and change your settings for receiving commercial messages

The information displayed is limited and gives more of an idea of what the notification contains. To see more information, just tap the notification.

When you add an account with another bank, you allow KBC to access its details for a limited time, say, 90 days. Once that has passed, you need to renew your consent so we can access your account details again. If you don’t, you won’t get notified of incoming payments any more.

You can see them by tapping the tile with a red bell in your KBC Mobile start screen or by tapping the bell icon at the top right of that screen. A red dot appears on the icon as long as action is still required on your part. If you don’t see this tile displayed, you have no outstanding actions. In KBC Touch, the bell icon at the top of the screen appears only when you are being alerted to do something.

This is where we alert you to things you need to do, like pay bills, restore accounts to credit or sign documents.

Simply tap an action to do what it asks. You’ll be guided through the various steps to do this.

No. Each action tells you where you can do it (in KBC Mobile or KBC Touch).