FAQ PlanB@VRB app

Installing the app

How do I install the app?
Go to the Play Store/App Store, enter ‘PlanB@VRB’ and download the app. You do not need any special identification or login to do so.

What data do I need to install the app?
None. You can even use the app for a family member or acquaintance affiliated with us by creating a personal profile for that person.

Can I install the app on various devices?
Yes, you can easily install the app on a variety of devices and load your cards per device. If you request your cards via the app, you will receive an e-mail with a link to activate your cards. You can use this link to activate your cards on different devices.

Creating a profile

How do I create a first profile?
In the app, tap  and enter your personal data. Tap ‘Send request’. You will receive an e-mail confirming your request, and your profile will be created in the app.

How do I add my family members?
Create a profile for each family member by tapping . and enter your personal data and tap ‘Send request’. You will receive a confirmation e-mail and the profile will be automatically added in your app.

What happens if I get a new device? Can I still continue using my profile?
No. You have to download the app again onto your new device and then request your cards again.

Card activation

How do I activate my cards?
As soon as Vanbreda has processed your request, you will receive a new e-mail at the e-mail address you provided. Open this e-mail on your smartphone and tap ‘Load cards in PlanB@VRB App’. The cards available to you will automatically be loaded into your profile.

How do I activate the cards of my family members?
As soon as Vanbreda has processed your family members’ requests, you will receive a new e-mail on request at the e-mail address provided. Open this e-mail on your smartphone and tap ‘Load cards in PlanB@VRB App’. The cards available to your family members will automatically be loaded into your app.

Can I load the cards for my child into my own app as well as my partner’s?

  • You can easily create a profile for your child in your own app and that of your partner.
  • Vanbreda will receive two separate requests.
  • After the requests have been processed, you will receive an e-mail for each request at the e-mail address provided, after which you can activate your child’s cards in your own app.
  • You and your partner will then have your child’s cards available in your own app. Handy, don’t you think?

I have received my AssurPharma barcode(s) via e-mail. How do I put them into my app?

If you have received your barcodes via e-mail, you have to open the mail on your smartphone and tap ‘Load card in PlanB@VRB App’ at the bottom of the mail. The cards/barcode(s) that are available to you will automatically be loaded into your app.

Can I save the barcode(s) in apps like Fidme/Storecards/MyShopi?
We advise using the PlanB@VRB App to save the barcode(s).

It is possible to save the barcodes in other apps by entering the digits below the barcode(s).

I can only see 1 card/1 profile in the app although I’ve uploaded multiple cards/profiles. What now?
You have to create different profiles in your app and then upload the cards in each profile. Once you have done this, you can see the other cards and profiles by swiping right on your screen.

Can I activate my cards on different devices with the link that I received via e-mail?
Yes, you can use the same link to activate your cards on different devices. Install the app on each device and open the e-mail with the link on each device. Your cards are automatically loaded into the app.

I have 2 insurance policies with Vanbreda. Can I use the app for both policies?
Yes, if the app is activated for both insurance policies, you can request the cards for both policies. You will receive 2 e-mails from Vanbreda to upload the cards. The name of your employer from whom you receive the cards will be on the card. This helps you choose the right card/barcode.

What if I receive an error message when I upload the card?
If you receive the following notification in the app: ‘Something went wrong. Your data is not loaded’, please send an e-mail to PlanBschade@vanbreda.be with a screenshot of the error message. Vanbreda will send you a new e-mail with a link to activate your cards.

Were you automatically forwarded to the Vanbreda website? In that case, something has probably gone wrong with the installation of the app, opening the link or you have a device that doesn’t support the app.

Possible solutions:

  • Check which operating system your device is using. Is this version older than iOS 9, 10, 11 and 12 or Android 6, 7 , 8 an 9? If so, you cannot use the app with your current device.
  • Check if you have installed the most recent version of the app. If not, update the app via the app store, close and re-open it and tap on the link again to activate the cards.
  • The settings for your e-mail address may also cause the content of the link that activates your cards to be rewritten. This function is called ATP (Advanced Threat Protection) and it ensures that the app will no longer recognise the link (and as a result, cannot load the cards).
    • Forward the e-mail to a different e-mail address that you can access on your smartphone and try again.
    • Reply to the e-mail to activate your cards, so that Vanbreda can check if the content of the link has been altered. Please include an alternative e-mail address that Vanbreda can use for forwarding your e-mail.
  • There could be a problem with the browser on your smartphone not transmitting the link to the app properly.
    • Try selecting the link and holding it until you are offered the option to open with Vanbreda. Then select Vanbreda.
    • Try opening the link in another browser on your smartphone.
  • Uninstall the app from your device and download it again. Then tap on the link again to activate the cards.
    • Specific instructions for IPhone :
      • Do you have an iPhone with iOS 11.x ? Update first to iOS 12. Uninstall the app from your device and download it again. Do not open the app but open the mail directly and tap on the link to activate your cards.
      • Do you have an iPhone with iOS 12? Leave at least 15 minutes between downloading/installing the app and clicking on the link to activate the cards.
  • If the above solutions don’t work, please reply to the mail with the link that doesn’t work, and add following information:
    • the type of device,
    • the version of the operating system,
    • the browser of your device, which has been used to open the link,
    • a screenshot of the error message,
    • the steps you’ve already followed.
  • Vanbreda can use this information to investigate why the error message appears. Please note that this can take a few working days.

Notification of hospitalisation

How do I provide notification of a hospitalisation?

  • Tap ‘Hospitalisation notification’.
  • Choose your own profile or choose ‘Someone else’.
  • Enter all the data and send the request.
  • You will receive a confirmation e-mail.
  • After your notification has been processed, you will receive an answer from Vanbreda by e-mail.

What if I cannot find the condition in the list?

  • After you start entering information in the field entitled ‘Reason for admission’, an overview of possible choices will be displayed from which you can select the appropriate reason.
  • If the correct condition or treatment is not on the list of choices, just continue typing in the information field. The information you enter will be stored.

What if I cannot find the hospital in the list?

  • After you start entering information in the field entitled ‘Hospital’, an overview of possible choices will be displayed from which you can select the appropriate hospital. The postal code and city/town will then be automatically completed.
  • All Belgian hospitals are included in the list. For an admission in Belgium, you must be able to find the correct hospital in the list.
  • For an admission abroad, move the slider (next to ‘Hospitalisation abroad) to the right and only type the name of the hospital.

Declaring medical expenses

How can I declare costs?

  • Tap ‘Declare medical expenses’.
  • Choose your own profile or choose ‘Someone else’.
  • Enter all the data and send the request.
  • You will receive a confirmation e-mail.
  • After your costs have been processed, you will receive a settlement invoice from Vanbreda by e-mail.

Miscellaneous

Is my privacy guaranteed?
Of course. As we are dealing with sensitive medical data, you can rest assured that your data will be saved only for the purpose of processing your medical expenses or your hospitalisation request. More information about our privacy policy can be found at https://www.vanbreda.be/en/privacy/.

Which operating systems support the app?
We support iOS 9, 10, 11 and 12 and Android 6, 7, 8 and 9 as standard.

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