{"type":"document","data":{"contentType":"onecms:productPage","flexPageMetadata":{"afmBanner":false,"description":"It doesn’t happen, but what if it does?\r\nIf you choose an ING pack that includes protection benefits, your insurance coverage will be automatically activated as soon as your pack becomes active. Once you have it, you can visit the ING Protection Hub. Some additional services require activation, check out the ING Protection Hub to find out more\r\nAny premium to pay?\r\nAll protection benefits are fully included in eligible ING packs at no extra cost to you.","robotInstruction":{"noFollow":false,"noIndex":false}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"It doesn’t happen, but what if it does?"},{"componentType":"paragraph","richBody":{"value":"<p>If you choose an ING pack that includes protection benefits, your insurance coverage will be automatically activated as soon as your pack becomes active. Once you have it, you can visit the ING Protection Hub. Some additional services require activation (e.g. ID Protect, Safe Device, Family Protect, Smart Delay) check out the ING Protection Hub to find out more.</p><p><span><span><span><strong><span lang=\"EN-US\" dir=\"ltr\">Any premium to pay?</span></strong></span></span></span></p><p>All protection benefits are fully included in eligible ING packs at no extra cost to you.</p>"}},{"componentType":"sectionTitle","title":"What is included in each pack?"},{"componentType":"paragraph","richBody":{"value":"<table><tbody><tr><td><strong>Advantage / Benefit*</strong></td><td><strong>ING More</strong></td><td><strong>ING Extra</strong></td><td><strong>ING Max</strong></td></tr><tr><td>Travel Insurance</td><td>✅</td><td>✅</td><td>✅</td></tr><tr><td>Cyber Protection</td><td>✅</td><td>✅</td><td>✅</td></tr><tr><td>Purchase &amp; Delivery Protection</td><td>✅</td><td>✅</td><td>✅</td></tr><tr><td>Event Cancellation Protection</td><td>✅</td><td>✅</td><td>✅</td></tr><tr><td>ID Protect</td><td>✅</td><td>✅</td><td>✅</td></tr><tr><td>Safe Device</td><td>❌</td><td>✅</td><td>✅</td></tr><tr><td>Family Protect</td><td>❌</td><td>✅</td><td>✅</td></tr><tr><td>Extended Warranty</td><td>❌</td><td>✅</td><td>✅</td></tr><tr><td>Device Protection</td><td>❌</td><td>✅</td><td>✅</td></tr><tr><td>ATM theft protection</td><td>❌</td><td>✅</td><td>✅</td></tr><tr><td>Smart Delay</td><td>❌</td><td>❌</td><td>✅</td></tr><tr><td>Home Assistance</td><td>❌</td><td>❌</td><td>✅</td></tr></tbody></table><p>*The exact coverage, including both the level of protection and the coverage limits, depends on the pack you have.</p><p>Need to make a claim or check your coverage? Visit the <strong>Protection Hub</strong>, your dedicated space to view your included insurance benefits, access policy documents, and submit or track claims online. </p><p> </p>"}},{"componentType":"sectionTitle","title":"Frequently Asked Questions"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Access & Navigation"},{"accordionList":[{"richBody":{"value":"<p><span><span><span>The Protection Hub is a digital platform, powered by bolttech, that allows you to view, manage and use the insurance and protection services included in your ING subscription pack.</span></span></span></p><p><span><span><span>Through the Protection Hub you can:</span></span></span></p><ul><li><span><span><span>See which protections (insurance and non<span lang=\"EN-US\" dir=\"ltr\">‑</span>insurance services) are included in your pack</span></span></span></li><li><span><span><span>Activate optional services (e.g. ID Protect, Safe Device, Family Protect, SmartDelay™)</span></span></span></li><li><span><span><span>Consult policy details and documents</span></span></span></li><li><span><span><span>Submit and track insurance claims</span></span></span></li><li><span><span><span>Access FAQs, chat and assistance lines</span></span></span></li></ul>"},"textLinks":[{"text":"Protection Hub Privacy Statement","url":"https://assets.ing.com/asset/2313262f-9b31-495d-945d-0b56d6f5d59a/ProtectionHub_PrivacyStatement_INGpack_EN_April-2026.pdf"}],"title":"What is the Protection Hub and why should I access it?"},{"richBody":{"value":"<p>You can always access the Protection Hub from your ING Banking app or on Home&apos;Bank. </p><p>Go to Your Pack, scroll to the Insurance section and select one of your insurances. Click “Manage your insurances”, then select “Open Protection Hub” to access it. </p>"},"title":"How do I access the Protection Hub in the ING Banking app?"},{"richBody":{"value":"<p>Yes, desktop and browser access is supported via ING. You can access the Protection Hub through the ING Banking app or Home’Bank. There is no standalone website or separate login for the Protection Hub, access always starts from ING. </p>"},"title":"Can I access the Protection Hub on a computer or web browser?"},{"richBody":{"value":"<p>ING Go owners do not benefit from the Protection Hub. If you have a different pack but cannot see it or notice some features are missing, you can contact support via the Get help section in the Protection Hub, where you can access the FAQ, submit an enquiry, or start a chat with support. Alternatively, you can reach the Customer Service team at +32 78 07 93 91 or via contact.be@protectionhub.io. </p>"},"title":"What should I do if the Protection Hub is not visible or if features are missing?"},{"richBody":{"value":"<p><span><span><span>Your Protection ID is displayed in the Protection Hub homepage. </span></span></span></p><p><span><span><span><span lang=\"EN-US\" dir=\"ltr\">You can also find it in the ING Banking app or ING Home’Bank </span><span lang=\"en-BE\" dir=\"ltr\">by going to “Your pack” and then in the insurance section. There, click on one of the insurance and click on Protection Hub. There, you will find your Protection ID. </span></span></span></span></p><p><span lang=\"EN-US\" dir=\"ltr\"><span><span>In case you do not have access to your ING Banking app or ING web environment, you can always contact us. </span></span></span></p>"},"textLinks":[{"text":"Contact Us","url":"/en/individuals/services/get-in-touch"}],"title":"Where exactly can I find my Protection ID?"}],"componentType":"accordion"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Your ING pack & benefits"},{"accordionList":[{"richBody":{"value":"<p><span><span><span>You can view the benefits included in your ING pack directly in the Protection Hub and on ING website.</span></span></span></p>"},"title":"Where can I see which benefits are included in my ING pack?"},{"richBody":{"value":"<p><span><span><span>Yes. The Protection Hub displays only the insurance policies and services linked to your specific ING pack.</span></span></span></p>"},"title":"Does the Protection Hub only show benefits I am eligible for?"},{"richBody":{"value":"<p><span><span><span>Insurance coverages included in your ING pack are automatically active as soon as you subscribe.</span></span></span></p><p><span><span><span>Service<span lang=\"EN-US\" dir=\"ltr\">‑</span>based benefits require activation, including ID Protect, Safe Device, Family Protect, and Smart Delay. To activate Smart Delay, you must register your flight at least 24 hours before departure. All activation steps are clearly shown in the Protection Hub.</span></span></span></p>"},"title":"Which insurances are automatic and which need activation by the client?"},{"richBody":{"value":"<p><span><span><span>Insurance claims and assistance can also be handled directly with the relevant insurer, using the contact details provided in the terms and conditions. If you contact the insurer directly, please have your Protection ID ready.</span></span></span></p><p><span><span><span>Please note that digital, service<span lang=\"EN-US\" dir=\"ltr\">‑</span>based benefits (such as ID Protect, Safe Device, Family Protect or Smart Delay) require digital access to be activated and used.</span></span></span></p>"},"title":"If I am a non digital client how do I activate my included insurance services?"}],"componentType":"accordion"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Eligibility"},{"accordionList":[{"richBody":{"value":"<p>Insurance coverage usually applies to the account holder (or joint account holder) and their immediate household, such as a spouse or legal partner and children living at the same address. The exact definition may vary by insurance, so please refer to the terms and conditions available in the Protection Hub or on ING.be for each specific policy.</p>"},"title":"Who in my household is covered?"},{"richBody":{"value":"<p>If your joint account holder changes, the added account holder immediately gains access to the same Protection Hub, benefits and claims, while the removed account holder loses access and they must submit claims directly with the insurer. </p>"},"title":"What happens if my joint account holder changes?"},{"richBody":{"value":"<p>Changing your address within the same country does not affect your coverage. Moving to another country will end your coverage, as insurances are linked to your country of residence. Always update your address with ING and check the policy terms in the Protection Hub.</p>"},"title":"Does changing my address affect eligibility?"},{"richBody":{"value":"<p>Temporary blocking does not automatically cancel coverage. However, claims are assessed based on policy validity at the time of the incident and compliance with policy terms.</p>"},"title":"What happens if my card/account is temporarily blocked?"},{"richBody":{"value":"<p>Upgrades and downgrades are effective immediately in both ING and the Protection Hub. Old coverages are removed and new ones activated instantly. Claims for incidents that happened before the change may still be submitted during a grace period, directly to the insurer, using the contact details provided in the terms and conditions. If you contact the insurer directly, please have your Protection ID ready.</p>"},"title":"What is the impact of downgrade/upgrade of pack on my coverages? As of when does the new coverage take effect?"}],"componentType":"accordion"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Claims"},{"accordionList":[{"richBody":{"value":"<p>You should declare a claim as soon as possible and within the deadline set in the applicable Terms &amp; Conditions (typically 7, 14, 28, or 30 days, depending on the insurance).</p><p>In all cases, by Belgian law, a claim can no longer be enforced after 3 years from the insured event (or from when you became aware of the damage and its coverage).</p>"},"title":"How long do I have to declare a claim?"},{"richBody":{"value":"<p>· In case of medical emergency abroad, please contact AXA Inter Partner Assistance by phone: +32 78 07 93 91</p><p>· For ING Max customers, in case of emergency at your home, please contact Europ Assistance by phone: </p><ul><li><p>English: +32 2 533 75 87 </p></li></ul><ul><li><p>French: +32 2 533 75 85 </p></li></ul><ul><li><p>Dutch: +32 2 533 75 86 </p></li></ul>"},"title":"What should I do if I have a medical emergency abroad or at home?"},{"richBody":{"value":"<p>You can check the status of your claim directly with the insurer, using the contact details provided in the terms and conditions. Please have your Protection ID ready when contacting the insurer.</p>"},"title":"Can I track my claim status?"},{"richBody":{"value":"<p>You can contact the insurer directly using the contact details provided in the terms and conditions; if you do so, please make sure you have your Protection ID ready.</p><p>You may also submit a complaint through the Protection Hub complaint form.</p><p>In addition, you can also contact the Ombudsman of the Insurance via:</p><p>- Mail: info@ombudsman.as</p><p>- Correspondence: Square de Meeûs 35 in 1000 Brussel.</p><p>- Telephone: 02/547.58.71</p><p>- Fax: 02/547.59.75</p><p>These procedures do not affect your right to take legal action.</p>"},"title":"What if I disagree with the insurer's decision?"},{"richBody":{"value":"<p>If you have questions about submitting an insurance claim, you can use the Get help section in the Protection Hub to access the FAQ, chat with support, or submit an enquiry. You can also contact Customer Service at +32 78 07 93 91 or via contact.be@protectionhub.io.</p><p>Alternatively, you may contact the insurer directly using the contact details provided in the Terms and Conditions. If you do so, please make sure to have your Protection ID ready.</p>"},"title":"Who should I contact/Can I contact ING support if I have questions about submitting an insurance claim?"},{"richBody":{"value":"<p>If you hold a Visa Classic, Mastercard Gold or Visa Gold in standalone (separately from your pack) and you want to submit a claim for a transaction made with this card, please use the Qover claims process. Go to the Qover claims portal (claims) and follow the instructions, providing all required documents and evidence.</p>"},"title":"Where should I claim if I have a Visa Classic or a Mastercard Gold?"}],"componentType":"accordion"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Troubleshooting"},{"accordionList":[{"richBody":{"value":"<p>If you cannot submit a claim online, you can contact the insurer directly using the contact details provided in the terms and conditions. If you contact the insurer directly, please have your Protection ID ready.</p>"},"title":"What should I do if I cannot submit a claim online?"},{"richBody":{"value":"<p>Yes. You will receive both an on‑screen confirmation and an email confirmation from the insurer. If you do not receive a confirmation, please contact support via the Protection Hub. You can use the Get help section in the Protection Hub to access the chat with support, or submit an enquiry. Alternatively, you may contact the insurer directly using the contact details provided in the Terms and Conditions. If you do so, please ensure you have your Protection ID ready.</p>"},"title":"Will I receive a confirmation of a filed claim and what should I do if I did not receive a confirmation?"},{"richBody":{"value":"<p>If you entered incorrect information during claim submission, you can contact the insurer directly using the contact details provided in the terms and conditions, or use the Protection Hub support channels. If you contact the insurer directly, please have your Protection ID ready.</p>"},"title":"· I entered incorrect information during the claim submission - how can I fix it?"}],"componentType":"accordion"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Life Events"},{"accordionList":[{"richBody":{"value":"<p>Your benefits are linked to your ING account, not your device. After reinstalling, simply log in again and access the Protection Hub.</p>"},"title":"What happens to my benefits if I get a new phone or reinstall the ING app?"},{"richBody":{"value":"<p>If your payment for the ING pack fails and your ING pack is cancelled, access to the Protection Hub is revoked and your insurance and services are cancelled.</p>"},"title":"What if my payment for the ING pack fails?"},{"richBody":{"value":"<p>If you subscribe again to an ING pack after cancellation, a completely new Protection Hub account is created. Any previous account history and data will no longer be visible.</p>"},"title":"Can I reactivate the Protection Hub after cancellation?"}],"componentType":"accordion"},{"componentType":"paragraph","richBody":{"value":"<p></p>"},"title":"Notifications"},{"accordionList":[{"richBody":{"value":"<p>Notifications include:</p><p>- Security alerts (e.g. ID Protect)</p><p>- Service activation confirmations</p><p>- Travel e‑certificate</p><p>- Smart Delay lounge QR code (ING Max pack only)</p><p>Some notifications come directly from insurers or service providers, such as claim confirmations.</p>"},"title":"What types of notifications will I receive from the Protection Hub?"},{"richBody":{"value":"<p>No, you cannot disable or modify these notifications.</p>"},"title":"Can I disable or modify these notifications?"}],"componentType":"accordion"}]},"hasMacro":false,"id":"bbf0f5b2-f6a0-4289-8a3f-fec297e8298f","legalZone":{"flexComponents":[{"componentType":"paragraph","richBody":{"value":"<p>ING has taken out these insurance policies as the policyholder, for the benefit of its clients holding an active Pack. </p><p>For any questions or requests relating to the insurance coverage, clients may contact the insurance broker bolttech Europe Brokerage SAS (bolttech) via the channels made available through the Protection Hub. </p><p>Through the same platform, clients may also request and obtain a copy of the insurance documentation, including the applicable terms and conditions. </p><p>ING does not act as an insurance distributor or insurer. The insurance coverage is offered exclusively through its collaboration with the insurance broker bolttech and is available to all ING account holders with an active Pack.  </p><p>Insurance intermediary: Bolttech Europe Brokerage S.A.S. – 43 Rue de Liege, 75008, Paris, France – VAT: FR08 892665811  - RCS 892 665 811  – <a href=\"https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fbolttech.io%2Ffr%2F&amp;data=05%7C02%7Celoise.claes%40ing.com%7C12949157dee843d8fb7f08deac0f26e9%7C587b6ea13db94fe1a9d785d4c64ce5cc%7C0%7C0%7C639137378259301940%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=W1n%2BJgcdH306HszS2we6rbt%2Bg7g3UzaNSAo26XO%2BVDs%3D&amp;reserved=0\">Plate-forme d&apos;assurance intégrée | bolttech</a> – Insurance broker, registered with the ORIAS under the number 21001112 </p>"},"title":"Disclaimer"}]},"localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Simulate and buy your insurance","url":"/en/individuals/insurance"}},"componentType":"productHeader","coreHeader":{"headerImage":{"extension":"jpg","original":"https://assets.ing.com/asset/62f93b33-cb1c-403b-bd18-def50263bd3f/Group-of-friends-underneath-an-umbrella.jpg","publishedAt":"2024-10-30T16:00:28Z","transformBaseUrl":"https://assets.ing.com/transform/62f93b33-cb1c-403b-bd18-def50263bd3f/Group-of-friends-underneath-an-umbrella","type":"image","updatedAt":"2024-10-30T16:00:49Z","width":1920},"subtitle":"Supported by our partnership with bolttech Europe Brokerage SAS","title":"Enjoy extra peace of mind with the protection available through ING packs"}},"publishDate":"2026-10-20T14:11:52.710+02:00"}}