FAQ about refunds

• How to contact the 'refund' service?

  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: claims-assistance@axa-assistance.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:

  Claims Department
  AXA Partners
  Regentlaan 7
  1000 Brussels
  Belgium

  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.

• In which case can I claim a refund?

  That depends on your contract and the conditions described in it. But the following applies in all cases.

  • The refund request must be related to a problem of which the cause is covered by your contract.
  • The reimbursement of any costs incurred will only be made on the basis of invoices or supporting documents.
  • Your contract may include an exemption clause (setting an amount of own risk). In that case, if the costs incurred are lower than the amount stated in the exemption clause, there will be no intervention.
  • Please note the stated dates of stay when it concerns costs incurred abroad. For applicability to claim a refund, the stated duration of the stay must not have been exceeded.

• Which supporting documents am I required to send in, systematically?

  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:

  • your complete personal information;
  • the number of the assistance case file (this number starts with 01xxxxxxxx);
  • the references related to your contract (company, policy number, etc.);
  • the insured and beneficiary of the reimbursement application and
  • the account number to which the refund can be made.

  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).

• Which supporting documents must be sent to us in the context of a vehicle assistance case file?

  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:

  • the official report drawn up by the police in the event of intervention by the law enforcement authorities;
  • the accident determination signed by both parties;

• Which supporting documents must be sent to us in the context of a medical case file?

  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:

  • the original and detailed hospital invoices (+ any attachments);
  • the settlement certificate received from the health insurance fund (or the certificate of refusal of intervention), or from the insurance company, and
  • the medical report.

• Which supporting documents must be provided to us in a case of a trip cancellation?

  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.

  • The invoices, the order form for your trip, and the cancellation invoice
  • The detailed medical report:
    • a medical form to be filled in by your treating physician if you have cancelled your trip and you are unable to leave
    • a medical certificate to be completed by the doctor abroad if you had to shorten your trip for medical reasons

  And please include, in your letter accompanying the reimbursement request, information on the following general elements:

  • the reservation date;
  • the anticipated departure date and date of return;
  • the date of the cancellation;
  • the destination, the number of persons involved, and
  • the reason why the trip was cancelled or interrupted (death, illness, accident, or another reason).

• Which supporting documents must be sent to us in the event of a death occurring under a WAFA Assistance contract?

  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:

  • the death certificate;
  • the certificate of kinship/family composition;
  • proof of payment for the transport and
  • the boarding passes or, failing that, a copy of the passport with the dates on which the territory was entered and left.

• Which formalities must be fulfilled for a refund linked to a contract for the temporary rental of vehicles abroad?

  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:

  • the rental contract for the car;
  • the damage report;
  • the original receipts and invoices paid or sent for payment;
  • the documents proving the claim;
  • the driver's license of the person(s) who drove the vehicle;
  • information regarding any other insurance that could cover the same claim;
  • the police report (if applicable), and
  • your international bank account number (IBAN) and Swift/BIC code.

• I have submitted a refund file, but when will I receive the payment?

  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.