Your trip has been shortened or cancelled? You haven’t received your online purchase? Find out how to proceed to correctly open a claim file.
Procedure
1. SUBMIT YOUR CLAIM ONLINE WITH INTER PARTNER ASSISTANCE
- You submit a claim online (*) and you are directed to Inter Partner Assistance website where you can also upload the necessary documents/proofs. Please scan these documents (registration invoice, cancellation invoice, proof of cancellation) separately in pdf format before filling in the declaration. In case of cancellation for medical reasons, please download the medical form and have it filled in by your doctor before filling in the online declaration.
- For Travel Cancellation Insurance, choose the option "Start my travel claim".
- For the other insurances, choose the option "Start my non travel claim".
- After entering your personal details, select ING from the Insurance Provider menu and complete the details relating to the incident
If you cannot submit the claim online, you can contact Inter Partner Assistance by phone on number +32 2 550 05 21.
(*)You are now leaving the ING Belgium website and going to a website not managed by ING Belgium. We are not responsible for the content or availability of the linked sites. If you have more detailed questions or concerns about the products and services offered by third parties through the linked third-party website, please contact the third party.
2. INTER PARTNER ASSISTANCE ANALYSES YOUR CLAIM
Inter Partner Assistance analyses your claim notification form. Once this has been accepted, a claims file will be set up within 5 working days. You will then receive, by email, an acknowledgment of receipt including the reference number of your file.
Incomplete file?
If your file is not complete you will receive an email from the insurer asking you to return the missing documents.
Questions about your file?
If you have any questions concerning your claim, directly contact Inter Partner Assistance on number +32 2 550 05 21. Unfortunately, ING Client Services cannot give you any information about the status of your file.
More information?
If you want more information on insurances linked to your ING Mastercard Gold and ING Visa Gold credit card, call Client Services on + 32 2 464 60 04 (choose option 3 and then 1) from Monday to Friday from 8 a.m. to 8 p.m. and on Saturdays from 9 a.m. to 5 p.m.
Documents
ING Mastercard Gold and ING Visa Gold both offer extra insurance. Each type of cover corresponds to a claim type and thus requires specific documents.
In all cases:
- Expense statement justifying the payment of the item with your ING Mastercard Gold or ING Visa Gold.
- Each document relating to the object, such as the voucher confirming the purchase date and price, the till receipt, etc.
In the event of aggravated theft:
- Police report.
- If the theft included violence, a medical certificate or a declaration drafted by you.
- If the theft occurred through break in, all evidence of damage. For instance: the locksmith's invoice.
In the event of accidental damage:
- Original estimate or repair invoice.
- Seller's certificate detailing the damage caused and certifying that the object cannot be repaired.
You submit your claim online or you contact number +32 2 550 05 21.
In all cases:
- Statement confirming purchase with your credit card.
- Order confirmation e-mail, or other document from the seller validating the order or a screenshot confirming the order.
- If delivery was by courier, the delivery advice.
- If delivery was by post, the dispatch tracking note.
- If the object was returned to the sender, documentary evidence of transport costs.
You submit your claim online or you contact number +32 2 550 05 21.
In all cases:
- Statement confirming purchase with your credit card
- Doctor’s certificate/report
- Name and address of hospital
- Copy of the trip invoice.
Document proving the utilization of a means of transport/rental vehicle and/or claim filed with the transport company.
- Police report
In case of death:
- Extract of the death certificate signed by the local authority
- Original certificate of inheritance
- Documents relating to repatriation
- Name and address of the legal heirs or legal representative
You submit your claim online or you contact number +32 2 550 05 21.
In all cases:
- Statement confirming purchase with your credit card
If your trip is cancelled:
- Confirmation of travel booking and proof of cancellation.
If your travel is cut short:
- Confirmation of booking and statement by the travel agency confirming the number of days not used.
In the event of death:
- Death certificate.
In the event of illness:
- Medical certificate.
In the event of considerable material damage:
- A police document certifying the events occurred in your residence or in your company’s premises..
If travel documents are stolen:
- Copy of the police statement reporting the theft and the statement number.
You submit your claim online or you contact number +32 2 550 05 21.
- Does Inter Partner Assistance intervene if I want to cancel my trip for fear of the Coronavirus?
No, Inter Partner Assistance does not intervene to reimburse cancellation costs. The fact of no longer wanting to go on a trip is not a cause of cancellation included in the general conditions.
- Does Inter Partner Assistance intervene in the reimbursement of cancellation fees, if there is an entry ban in the country where I intended to travel?
No. However, if you have contracted the Coronavirus before leaving, Inter Partner Assistance will intervene for the reimbursement of the cancellation costs.
- Does Inter Partner Assistance intervene in the reimbursement of cancellation costs, if the Belgian authorities issue a negative opinion traveling abroad or for the country of destination?
No. However, if you have contracted the Coronavirus before leaving, Inter Partner Assistance will intervene for the reimbursement of the cancellation costs.
- Does Inter Partner Assistance intervene in the reimbursement of cancellation costs if I have to cancel my trip myself because I contracted the Coronavirus while still at home (and therefore cannot start my trip )?
Yes, Inter Partner Assistance intervenes for the reimbursement of cancellation costs.
In all cases:
- Statement confirming purchase with your credit card.
- The original invoice or a copy and the serial number of the purchased object.
- Details of the repairs to be carried out.
- A copy of the original guarantee from the manufacturer
You submit your claim online or you contact number +32 2 550 05 21.
In all cases:
- Credit card statement showing the amounts debited fraudulently.
- Card Stop file number confirming you requested a card stop.
- Copy of the police report mentioning the amount stolen.
You submit your claim online or you contact number +32 2 550 05 21.