Questions? Concerns? Contact us for assistance!

E-mail: agsupport@aginsurance.be

Send us your message. We will get back to you as soon as we can.

Mail: agsupport@aginsurance.be

Telephone +32 2 664 07 00

We are available Monday to Friday from 8:00 a.m. to 18:00 p.m.

Call: +32 2 664 07 00 - E-mail: agsupport@aginsurance.be

Registering

​I'd like to register via itsme. What do I need to get started?

​To register via itsme, you will need:
1. your customer ID number
2. the mobile phone that you used to download and activate the itsme app


Don't yet have an itsme account? Go to the itsme website.

I'd like to register using my eID card. What do I need to get started?

To register using your electronic identity card (eID), you will need:
1. your customer ID number
2. your electronic identity card and PIN code
3. an eID card reader

You will also need to install an eID plugin that will allow your computer to read your ID card. The installation will be launched automatically at the start of the registration process.

My attempts at installing the eID plug-in have been unsuccessful.

If you're using your office computer, the installation may have been blocked by your company's internal security system.
If this is the case, you will have to ask your company's IT department to authorise the eID plug-in or else install it on your own computer at home.
If the plug-in is blocked on your own computer, contact us for assistance.

What's my customer ID number?

1. Either you were issued a card with a customer ID number on it (e.g. 0079-99999999-99).

2. If you received an e-mail or a letter presenting the many advantages of My Global Benefits, we included your customer ID number in this e-mail or letter.

I can't find my customer ID number.

Don't remember what you did with your customer ID number? We'll help you find it! Try one or more of the following quick fixes:
1. Misplaced your card? Contact us for assistance.

2. Received an e-mail or letter presenting the many benefits of My Global Benefits and filed it for safekeeping?  Clever move, as this e-mail or letter contains your  customer ID number.

3. Remember where you filed your latest benefits statement? You can use your contract number as your customer ID number. If you have more than one contract number, just pick one of them.

4. Ever reported a hospital admission? If so, you received a confirmation letter from us. Your customer ID number is the number featured under the heading "AG Insurance reference".

5. None of these quick fixes have worked for you and you still don't have your customer ID number? Send us an e-mail with your request, your full name and your date of birth. We will get back to you as soon as we can.

Warning: the number on your Medi-Assistance card is not your customer ID number.

 

What's a registration code and why do I have to wait a few days before I can register?

Our priority is to keep your personal data safe from prying eyes. If you register using your itsme account or your electronic identity card (eID), your identity is confirmed: you truly are who you say you are!
We need to verify your identity to prevent unauthorised access to your account. During the registration procedure, you will be prompted to enter your customer ID number. If we suspect foul play, we will send you a unique personal registration code. When you enter this code on the website in combination with your customer ID number, we can be 100% sure that you are who you say you are!

I still haven't received my registration code.

It can take more than five business days before you receive your code.
Requested your code over five days? You can always go to My Global Benefits and click on "Request a new code" to get another one. For direct access to the registration page, click on this link. While you're online, it's a good idea to check the address that appears on the screen.
If it's not the right address, follow the change of address procedure outlined in the question "This is not my address".

The system doesn't recognise my registration code.

This is likely due to the following:
1. Your code is no longer valid (all registration codes expire three months after their issue date). You can request a code manually or register straight away using another method (itsme or eID).

2. After five failed attempts, your code has been blocked. No need to worry, you can request a new code or register straight away using another method (itsme or eID).

3. If the above cases do not apply, contact us for assistance.

I can't find my Medi-Assistance card. What should I do?

Don't remember what you did with your Medi-Assistance card? Just click on "I can't find my card". You can then request a new registration code or register straight away using another method (itsme or eID).

This is not my address. How do I change it?

This is the address that was provided by your employer. If it's incorrect, it also means that your registration code was sent to the wrong address.

We recommend that you contact your employer to make an address correction, and the correct address will then be forwarded to us. As soon as we have the right information, we will update My Global Benefits accordingly.
If your plan also includes hospitalisation insurance, you also have the option to submit your change of address online. Just fill out the online form available on our website.

What does "I'm not a robot" mean"? What should I do if I get this message?

This is just quick verification test to prove that an Internet user is an actual human being and not a robot.
How does it work?
Select the right images to solve the challenge.
N.B.: in some cases, you may be asked to complete multiple challenges in order to pass the test.

Why do I have to provide my mobile phone number?

Security is our top priority! As part of the registration process, you'll need to input your mobile phone number. This will allow you to log in securely via SMS using a code sent to your mobile phone.

Logging in

I can't log in to My Global Benefits.

Are you sure you registered? Don't forget that you first need to register before you can log in to My Global Benefits.
Have you registered beforehand, typed in your ID information correctly but are still having trouble logging in? Call us for assistance.

I have a new e-mail address. What should I do?

Log in using your previous e-mail address.

From your My Global Benefits homescreen, click on your name in the top left-hand corner and change your e-mail address in the following two sections: "My preferences" and "My access".

I'm having trouble logging in ever since I changed my mobile phone number.

On your first visit, you registered via itsme or your eID:
Log in using one of these two methods. From your My Global Benefits homescreen, click on your name and change your mobile phone number in the "My access" section.

On your first visit, you registered using a registration code:
Your previous mobile phone number serves as proof of your identity. For security reasons, you will have to complete the registration process again.

I don't remember which mobile phone number or e-mail address I need to use.

On your first visit, you registered via itsme or your eID:
If this is the case, you should log in using one of these two methods. From the My Global Benefits homepage, click on your name and check the mobile phone number and e-mail address you entered in the “My Access” section.

On your first visit, you registered using a registration code:
Your previous mobile phone number serves as proof of your identity. For security reasons, you will have to complete the registration process again. 

​I have received a new eID card.

The electronic identity card (eID) that you used to register serves as proof of your identity. This means that if you’ve been issued a new eID, you’ll need to register again with your new identity card. Click ​​here when you’re ready to get started.

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