Please keep in mind that it might take some time to process your claim. Insurers, loss adjusters and repairers are currently assessing an unusually large number of claims. Moreover, every claim is unique. We really appreciate your patience during these difficult times.
"}},{"title":"Can I speak to someone about what happened?","richBody":{"value":"Are you concerned about the effects of this natural disaster on your personal situation? Would you like to speak to a psychologist? ING as your broker and NN as your insurer want to help. Until 15 October, anyone who submits a claim to NN following the floods can benefit from up to 3 free individual sessions (via phone 02 642 45 38) with a clinical psychologist.
Everything you say will remain strictly confidential between you and the psychologist; nothing will be communicated to ING or NN.
How can you use this service? All affected customers will receive a text message and/or e-mail with more information.
"}},{"title":"When will someone come to assess my claim?","richBody":{"value":"As you can imagine, we’ve received lots of claims over the last few days. And each one is unique and requires proper care and attention.
However, it is not possible to send an expert to the location immediately for every claim. After all, the experts are overloaded at the moment. But as soon as a loss adjuster (designated by the insurer NN Insurance) is available to come by and assess your claim, they’ll get in touch with you to set up an appointment.
Know that the waiting times can be a bit long given the massive amount of expert work that needs to be done.
"}},{"title":"My house is not habitable. Where can I stay?","richBody":{"value":"In case of uninhabitability due to a covered damage, are you entitled to shelter? Do you need this urgent assistance? Contact ING Assist'Line on 02 725 15 00. They can also check directly whether you are entitled to this.
How does it work? The insurer NN will work with the assistance provider to arrange a hotel for you. The maximum period depends on the terms and conditions of your insurance contract.
Is your home uninhabitable but there is no hotel available? Then you can find accommodation of your choice, after obtaining NN's approval. In that case, NN will pay the rent for this apartment/house on an invoice basis, for the same periods. (apartment/house in line with current home).
Does your stay need to be extended? Or have you already filed a declaration but afterwards you need shelter due to uninhabitability? You can also contact us for this.
NN also takes care of the sealing or preservation of your home. If necessary,
NN will also reimburse you for childcare services for your minor children or other dependants who normally live with you for up to 3 days. The same also applies to your pets.
*Note: If your home is uninhabitable, you will be paid the rental value of the home for the period necessary to repair it. From this period, the time of accommodation (hotel/apartment) is deducted.
"}},{"title":"Expert has not yet been here. Can I already clean up ?","richBody":{"value":"If the loss adjuster or expert has not yet come to assess the damage, these exceptional circumstances allow you to start cleaning up already. The general principle is that you can carry out repairs if this limits the damage (e.g. utilities, such as toilet, heating, water, ... can be repaired, whereas aesthetic works, such as paintwork, new floor, ... cannot be carried out before the expertise).
Given the exceptional situation, please report your damage first and then try to be as detailed as possible when reporting the damage: list of damaged goods (indicating date of purchase and purchase price), clear photographs of your damage, invoices or proof of purchase of damaged items, quotations for repairs, etc.
Do you have valuable items for which you do not have an invoice? If so, in addition to taking pictures of these items, try to keep them available and not to throw them away.
Also know that these cleaning costs are covered. You can use a cleaning company for this or do it yourself. In the latter case, it is important to let us know the number of hours you worked on it.
"}},{"title":"Funding needed so you can move asap back into your home?","richBody":{"value":"Contact ING Assist'Line on +32 2 725 15 00. Our colleagues in the claims department will analyse your situation and offer you an advance on your compensation, if applicable. Before calling them, take the time to list the costs you have already incurred (with supporting documents), as this will allow a correct assessment of your needs.
"}},{"title":"What can be thrown away?","richBody":{"value":"Anything that cannot be recovered can be thrown away after it has been sufficiently photographed for the expert (i.e. photos of the rooms in the house where the objects are located).
After everything has been photographed, exceptionally and in the context of this disaster, you can contact a company to have the damaged goods removed from your cellar or house. In this case, you must be able to present the invoice to the expert.
"}},{"title":"Smartphone, computer, ... is/are damaged. Am I insured?","richBody":{"value":"Do you have ING home insurance with cover for your contents? Your digital devices are insured with the contents of your home.
"}},{"title":"I’m a tenant. What do I need to do?","richBody":{"value":"Damage to the building is the responsibility of the owner. Notify the owner as soon as possible so that they can check with their insurer.
If you’ve insured the contents of the rental property via your ING home insurance, you can report the loss online via myclaim.be or by telephone.
"}},{"title":"My vehicle suffered flood-damage. Am I covered?","richBody":{"value":"If you have a comprehensive (or “mini-comprehensive”) ING Car Insurance policy then your vehicle is covered.
"}},{"title":"How can I benefit from the Comeos action?","richBody":{"value":"Have you heard about the "Commerce Cares" solidarity action of the trade federation Comeos for the flood victims? It allows you to benefit from an additional discount on your purchases in more than 30 shops until 4 September.
How can you benefit? Simply show the certificate you received from us by personal mail. Present this certificate, together with your identity card, in the participating shops.
You can find all participating shops on the Commerce Cares website.
"}}]},{"componentType":"sectionTitle","title":"I still have questions?"},{"componentType":"paragraph","richBody":{"value":"If you have any other questions, don’t hesitate to reach out by calling +32 2 464 60 04. We’re here for you Monday to Friday from 8 a.m. to 8 p.m. and Saturdays from 9 a.m. to 5 p.m. You can also contact us via Facebook and Twitter.
"}}]},"complementaryZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Also interesting!"},{"componentType":"cards","cards":[{"componentType":"productCard","cardType":"product","cardSize":"small","title":"Troubles caused by the floods?","intro":"Discover how to make a claim.","image":{"transformBaseUrl":"https://assets.ing.com/transform/225e3054-51d7-4013-8450-0797f9bfb007/how-do-you-file-a-statement-of-claim-1920","type":"image","width":1920,"original":"https://assets.ing.com/m/283e551e1a232377/original/how-do-you-file-a-statement-of-claim-1920.jpg","extension":"jpg"},"link":{"url":"/en/individuals/insurance/notify-claim"}}]}]}}}