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Simply call the number below with any of your queries, and our staff will help you.
We help you with the costs you incurred after opening an assistance case file and/or with reimbursement of part of your costs related to health care abroad. The details of your broker or insurer can be found on the green card or the notice of the term relating to your insurance.
(e.g. C accidents), please contact your broker or insurance company directly. Be sure to consult our FAQ, which offers most of the answers to questions you might have about how we help you and monitor your file.
If, despite our concerns, you have had a less than perfect experience or, on a better note, you would like to share a very positive story with us, please email our Quality department.
Fax: +32 2 552 51 66
The Insurance Ombudsman has jurisdiction over all disputes brought by a consumer in the insurance sector. The procedure is free of charge. The procedure can be initiated in French, Dutch, German or English. The procedure is non-binding.
De Meeûssquare 35
Phone: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75
Would you like to submit a refund request or invoice as part of your assistance contract?
If so, the AXA Partners repayment service is the competent department. Attention: this department exclusively intervenes in regard to costs you incurred after opening an assistance case file and/or the reimbursement of part of your costs related to health care abroad
For all your other requests, whether they concern the reimbursement of your health costs in Belgium or specific cases (e.g. work-related accidents), you must contact your insurance company directly.
For any request or question regarding a payment requested in the context of an assistance case, please call the telephone number of your administrator, as stated in the letter.
Please use the following contact methods:
For sending supporting documents not related to a medical reimbursement or for questions regarding follow-up of a case file, please send items by e-mail to: email@example.com
You can always reach us at +32 2 550 05 60
For sending supporting documents regarding medical reimbursement or when asked to send the original documents, by letter, please send these to the following address:
We do not have a reception counter and therefore cannot receive you personally in our offices.
To help you in the best way possible with your refund process, we have listed below the most frequent questions with the answers.
That depends on your contract and the conditions described in it. But the following applies in all cases.
In the context of a reimbursement request, all invoices and supporting documents must be sent to us in A4 format and grouped, classified and numbered as far as possible, in order to speed up processing your case file and to allow managing it comprehensively. Please make copies of the documents sent, such as fee notes, pharmacy receipts, other proofs of payments, etc.
These supporting documents must always be accompanied by a letter explaining the exact circumstances of the reimbursement request. This letter must also contain the following information:
Sometimes certain additional documents are required depending on the type of reimbursement requested, and on whether the assistance case file concerns a vehicle, a home or medical assistance (see specific sections regarding your reimbursement application).
What if you have incurred costs under the framework of your vehicle assistance? In addition to the documents that are necessary for processing your case file (see section 'Which supporting documents am I required to send in, systematically?'), the following documents are also required in the context of a case concerning a vehicle and in the event of an accident:
What if you were the victim of an accident while on holiday? The reimbursement service only intervenes in regard to medical costs incurred abroad.
With regard to medical costs at home, we only intervene in the last resort, i.e. after the health insurance fund and possibly the health care insurance. So, please always declare your costs to these institutions first. Keep all invoices and all supporting documents from the hospital, the doctor(s), the pharmacy. etc.
Send your application to the health insurance fund, accompanied by an adhesive note and all the original invoices. The originals are absolutely necessary for any refund request. If we have to intervene afterwards for a partial refund, these original documents must also be delivered. So, in that case, you must ask your health insurance fund to return them.
Useful tip – your health insurance fund can provide you with a practical summary of the medical benefits that have been provided to you.
In addition to the documents that are always necessary for processing your case file (see the section 'Which supporting documents am I required to send in, systematically?'), the following documents are also required in the context of a medical case file:
In addition to the documents that are always necessary for processing your case file (see the section 'Which supporting documents am I required to send in, systematically?'), the following documents are also required in the context of a travel cancellation case file.
And please include, in your letter accompanying the reimbursement request, information on the following general elements:
With regard to WAFA Assistance contracts, in addition to the documents that are always necessary for processing your case file (see the section 'Which supporting documents am I required to send in, systematically?'), the following documents are also required in a death-related case file:
This service is not managed by the AXA Partners Belgium reimbursement service. For questions regarding a refund, please send an email to the email address specified in your contract.
You can also submit your refund request online through the site https://www.damage-refund.com/, where you simply need to follow the listed steps. Complete the required fields, including your AXA Partners policy number and add the relevant documents, including:
Once we have received all the supporting documents necessary for the case file and processing it is complete, the reimbursement department will analyse the reimbursement request(s) and, when appropriate, inform you by post about the amount reimbursed.
When the submitted medical costs have been processed, your administrator will prepare a billing statement for you. This document gives you a clear and transparent written summary of what will be reimbursed and that which shall not.
In all cases you will systematically receive a letter stating the terms & conditions relating to our intervention.