Hello 👋 !
How can we help you ?

You can update your personal information on your own: email, mobile phone, etc.

Check that your contact details do not contain any spaces and that your email address is in the following format: johndoe@gmail.com
If, despite these checks, your update is not successful, please send an email to support.applicatif@foyer.lu with some explanations

To create your customer account, you need:

• A valid email address
• Your contact details (surname, first name, date of birth, and postal code)
• Your customer number

Log in to your Customer Space to obtain a new SEPA mandate or contact your insurance agent or the Foyer customer accounting department on +352 437 43 2080 or send email to comptaclient@foyer.lu

You can view your bills and pay them online with your bank card or Digicash. It’s easy and fast!
You can also change your bank account information if necessary.

If you’ve forgotten your password, you can reset it on the login page by clicking “Forgotten password”.

In my Customer Area, I can request certificates related to my policies by going to the “Documents” tab and then clicking “Request a certificate”.

Here is the list of certificates available on request:

• Health cover certificate
• Auto insurance (risk) certificate
• Home insurance certificate
• Accompanied driving certificate
• Certificate of third-party liability insurance concerning pets
• Certification of third-party liability insurance concerning hunting Europe | France | Germany | Belgium | Luxembourg | Outside Europe
• Healthcare travel certificate
• No-claims bonus

After submitting my request, I will find my certificate in this same tab.

All policies and related documents can be viewed in the Client Area:

• Auto
• Home
• Health
• Life (life insurance, outstanding balance, pension plan)

There is no difference between these two platforms. They are the same thing.

You must first send a login request to your household members to be able to access their Client Area.
Once the request is accepted, you can switch from one account to another with one click.
For members who have accepted your request, you can view:

• Policies
• Bills
• Documents
• Claim status
• Healthcare reimbursement request status

Simply make an access request on the “Household” page in “Settings”. If someone is missing from your household, inform your agent for an update.
If you can’t make a login request, it may be that the person isn’t eligible for sharing.

Foyer advises you to delete the smartphone app and download the new version of the app available from the App Store or Google Play.
If the problem continues, you have the option to log in via the website http://myfoyer.lu/.
If there is a problem, send a message to support.applicatif@foyer.lu or call +352 437 43 3500, Monday to Friday, 7.15 a.m. to 6.00 p.m.

For Customer Areas created before 2018: your login/user ID is your customer number or your email address.
For Customer Areas created after 2018: your login/user ID is the email address you used when your MyFoyer account was created.

You can view a number of documents related to your policies in the “Documents” tab:

• My certificates
• My tax certificates
• My healthcare detailed statements
• My policies
• My invoices

Discover even more features on our website.
Contact your agent if you can’t find your document.

You must be a customer who does not have certain catagories of professional coverage, over 18 years old, and insured with Foyer under a life, health, home insurance, or an auto policy and/or you’re insured with Foyer with a Medicis group policy.

Only your individual policies are available on MyFoyer. The following policies aren’t listed there yet:

• Professional policy
• Expatriate health insurance policy
• Cancelled policy
• Suspended policy

Your email address is already in use for a MyFoyer Customer Space, and you want to use it to create another area.

Multiple solutions are available to you:

• Choose another email address
• Request the deletion of the email address associated with your old account at support.applicatif@foyer.lu
• Delete your account yourself from the app.

You’ve just submitted a claim. This is just a pre-claim that will allow your agent to have all the information available to review your claim.

Once the claim has been opened by your agent, your submission will appear in your Customer Space under “Claims”.

Yes. You’re free to choose a lawyer to defend and represent you.

In principle, only one lawyer can be appointed for each claim. If you decide to change lawyers, Foyer ARAG will cover the costs of the first lawyer, except when the change is motivated for legitimate reasons of the lawyer’s impediment (e.g. if the lawyer stops practising, if the lawyer’s authorisation to practise is revoked, etc.).
If you don’t exercise your right to choose a lawyer yourself, Foyer ARAG will appoint a competent lawyer in your name and on your behalf.

You can pre-submit your auto and home incident claims on the MyFoyer App.

This request will be processed by Foyer as soon as possible.

Submit your claim to Foyer’s claims department by email at sinistres-arag@foyer.lu.

For efficient management of your file, send all the documents necessary for the file (e.g. customer number, if applicable, employment contract, or lease agreement).

Once Foyer has obtained all the necessary documents, you’ll be contacted and informed about the next steps.

Foyer will also provide you with the reference number of the file and the telephone number of the manager to call if you have questions or want other information related to your file.

You have several possibilities:

1. Submit your claim directly to your Foyer insurance agent.
2. Pre-submit your claim from your Customer Space or MyFoyer app. Your agent will contact you to complete your submission.
3. Send an email to sinistres-auto@foyer.lu or call the Foyer auto department on 437 43 2140.

You have several possibilities:

1. Submit your claim directly to your Foyer insurance agent.
2. Pre-submit your claim from your Customer Space or MyFoyer app. Your agent will contact you to complete your submission.
3. Call the Foyer home incident claims department directly: +352 437 43 43
4. Complete the form and email it to the appropriate address.

Do you need to report a claim for damage related to your electrical and electronic devices? Has your device been damaged by a fall, short circuit, collision, or another event?
Submit a claim for damage related to an electrical or electronic device to sinistres-habitation@foyer.lu

Did you have to cancel your trip due to an illness, a death, a new employment contract, unemployment, or another event?
Submit a travel cancellation insurance claim to sinistres-habitation@foyer.lu

Do you need to submit a claim for property/material damage or physical injury caused involuntarily to a third party? Did your child break your neighbour’s window while playing ball? Did you accidentally destroy your friend’s smartphone?
Submit a claim involving your third-party liability to sinistres-rc@foyer.lu.

Do you need to submit a claim due to a fire, theft, or vandalism, glass damage, water damage, storm, or another event?
Submit a claim for damage related to your home to sinistres-rc@foyer.lu.

You have several possibilities:

1. Contact your Foyer insurance agent.
2. Use your MyFoyer app.
3. Send email to Foyer Assurances at sinistres-auto@foyer.lu or call the Foyer auto department on 437 43 2140.

The purpose of legal cover is to provide legal assistance to the insured party. As such, Foyer doesn’t compensate for damage caused to the insured party or for damage caused to third parties if the insured party is convicted.

Some exclusions are common to all types of legal cover. For example, no legal cover will cover incidents caused by the insured person intentionally or maliciously or for violation notices or fines.

Other specific exclusions are added depending on the type of policy taken out.

For example, the following are excluded:

• in professional legal cover insurance: disputes relating to non-payment of company invoices by clients
• in privacy life insurance: disputes relating directly or indirectly to tax law and other fees (e.g. relating to tax returns) and disputes with developers.

After you submit your claim and provide the relevant documents to your insurer, Foyer examines the chances of success of your case.

• If Foyer believes that you have a good chance of winning your case, you can choose your lawyer. If you don’t have a lawyer, Foyer can suggest one. Foyer will cover the costs and fees (within the limits of the insured risk cover).
• If Foyer believes that you don’t have a good chance of winning your case, you can ask for another opinion (at your expense) from a lawyer about your chances of success and take the necessary steps with that lawyer. Based on this opinion:
  • Foyer maintains its position; in this case:
    • if you lose your case, you’ll be responsible for all costs and fees
    • if you win your case, we’ll pay the costs and fees (within the limits of the insured risk cover).
  • Foyer confirms that it will take action. You can choose your lawyer and start the necessary steps with your lawyer. Regardless of the outcome of the case, Foyer will cover the costs and fees (within the limits of the cover).

A cover threshold is an amount below which the insurer doesn’t provide cover.
Example: if the cover threshold is EUR 250, Foyer won’t provide cover if the amount of the claim is less than EUR 250.

A cap is the limit on the cover by the insurer. Example: if the cap is EUR 10,000, costs exceeding EUR 10,000 won’t be covered by Foyer.

The cover by Foyer ARAG may also be limited depending on the amount or the nature of the dispute.
Example: Amount of the dispute – Limits of cover (voir tableau annexé)

According to this table, if the amount at stake in the dispute does not exceed EUR 500, the cover provided by the insurer is limited to EUR 750.
Therefore, not everything is necessarily covered. The cover thresholds (if any) and the caps differ depending on the type of policy taken out.
For more information, you can refer to the general terms and conditions of your policy available in your Foyer Customer Space or from your MyFoyer app.

Legal cover insurance provides legal assistance in the event of a dispute. Provided that the insurer believes that you have a good chance of winning your case, the legal cover covers the costs, such as lawyers’ fees and adjusters’ fees.

Legal cover insurance can be taken out alone or with another insurance policy. Each type of legal cover has its specific characteristics.

There are many types of disputes that can be covered:
Termination of your employment contract by your employer, unjustified increase in the rent of your apartment, poor work by a tradesperson, failure to respect the boundaries of your property by your neighbour, harassment suffered by your child on social networks, you are the victim of a medical error, package not delivered, the person responsible for your damage won’t acknowledge liability, or you are contesting a decision by a social welfare agency (CNS, CNAP, etc.) before the courts.

Your request is being reviewed. You’ll be informed as soon as your request has been processed.

If the status of your claim remains unchanged regarding:

Your home insurance claim:
Email: sinistres-habitation@foyer.lu
Tel: +352 437 43 2160

Your vehicle/auto insurance claim:
Email: sinistres-auto@foyer.lu
Tel: +352 437 43 2140”

If I am a Foyer Health customer, I contact the service on +352 437 43 4200 or by e-mail: sante@foyer.lu
If I am a Group Health insurance customer, I contact the service on +352 437 43 4246 or by email at santegroupe@foyer.lu

You must submit your claim as soon as possible and at the latest within 8 days of occurrence of the incident, except in cases of force majeure (such as hospitalisation or a serious accident).

The waiting period is a period of time after taking out the insurance policy during which you’re not yet covered.
The duration of the waiting period varies from one type of insurance policy to another.

Call our assistance service on +352. 437. 43. 123.

Our representatives are available 24/7 to guide you.

You can also contact our assistance service from your MyFoyer app by clicking the emergency assistance button.

You take advantage of a replacement vehicle from category A to D with a Foyer rental partner depending on the availability of the vehicles. You can also choose to select your own rental company and will be reimbursed up to €50/day.

• Class A – Mini-City Car
• Category B – Multipurpose City Car
• Category C – Compact
• Category D – Family Saloon

After the accident, make an appointment with your garage and inform your agent of the date of the appointment or contact the compensation department by email at sinistres-auto@foyer.lu or by telephone on 437 43 2140.

You can make an appointment with one of Foyer’s partners to make the task easier, but you’re free to choose any garage that suits you.

Once you’ve received the supporting documentation from the CNS, you can submit your requests for healthcare reimbursement.

Before hospitalisation or surgery, you can submit your requests for cover.

If I have any questions about your reimbursements for medical expenses

• If I am an Individual customer, contact us on +352 437 43 4200 or by email at sante@foyer.lu
• If I am a Group customer, contact us on +352 437 43 4246 or by email at santegroupe@foyer.lu

You’re probably only insured under the health insurance policy, so you can’t see this information, which is specific to the policyholder.
You can contact our healthcare department to find out more.

• If I am an Individual customer, I contact the service on +352 437 43 4200 or by email at sante@foyer.lu
• If I am a Group customer, I contact the service on +352 437 43 4246 or by email at santegroupe@foyer.lu

No. Approval for orthodontic treatment is based on medical necessity and not on age. However, it should be noted that the statutory health insurance doesn’t necessarily provide cover and that the reimbursement will be accordingly.

medicis doesn’t provide cover for certain products that are not considered medicines.
These include dietary and food products, weight loss products, contraceptives, fortifiers, geriatric products, cosmetics, mineral waters, and bath additives.

• Surname and first name
• National registration/ social security number
• Expected birth delivery date
• Name of the hospital where the birth will take place

The insurance covers curative treatment in Europe. Foyer may grant an exemption for countries outside Europe if you request one.

The waiting period is a period of time after taking out the insurance policy during which you’re not yet covered and can’t be reimbursed. The duration of the waiting period varies according to the package selected.
The applicable minimum duration is 3 months and can extend to 12 months for certain benefits (refractive surgery). You must refer to the administrative conditions of your policy.

Your insurance cover takes effect on the date indicated in the special terms and conditions (effective date of the policy) but not before the conclusion of the insurance policy – not before the insurance policy is signed by both contracting parties, and not before the expiry of the waiting periods.
As such, claims for incidents occurring before the effective date of your insurance or during the waiting period won’t be processed.

Consult your policy to find out whether you’re covered for the medical care requested. Your cover may not allow it.

To do this, you should go to the details of your policy in the “Policies” tab.

For more information, you can contact Foyer:

• If I am an Individual customer, I contact the service on +352 437 43 4200 or by email at sante@foyer.lu
• If I am a Group customer, I contact the service on +352 437 43 4246 or by email at santegroupe@foyer.lu

Unfortunately, it isn’t possible to change the date of your direct debit.

We offer MyFoyer and MyFoyer app users paperless exchanges. Following the creation of your account, we activate the paperless option. We centralise our exchanges in MyFoyer to make your life easier.

If you wish to cancel, modify, or change the split payments of your life or health insurance policy, you should contact your insurance agent directly.
If your agent is unavailable, you can contact Foyer’s customer service on +352 437 43 44 or send email to serviceclient@foyer.lu

You can submit your claims for healthcare or reimbursement easily in several ways:

1. Online from the MyFoyer app:
2. By email sent to sante@foyer.lu
3. By post to the following address:
   
   Foyer Assurances – Service remboursement Santé,
   
   12, rue Léon Laval,
   
   L-3372 Leudelange

The right to insurance benefits is limited to 3 years from the first day of processing indicated on the respective bill.

As soon as the Foyer services are covered, the reimbursement is made according to the insurance conditions.
At the same time, you will receive a detailed statement from Foyer allowing you to consult the details of your reimbursements.

If your insurance payments are annual, semiannual, or quarterly, you pay the bill in advance compared to the insured period
However, if you pay your insurance monthly, you pay the monthly instalment for the current month at the end of the month.

For example, if you terminated your policy on 5 April 2021, you’ll still be charged on 30 April.

If you have any concerns about the payment of your bill, contact the Foyer customer accounting department on 437.43.2080 or send email to comptaclient@foyer.lu

Direct debits take place between the 27th and the 29th of the current month.

If the direct debit is unsuccessful, a second attempt is scheduled for around the 7th of the following month.

For policies linked to a Health policy, deductions are made on the 1st of the current month.

If these deductions are unsuccessful, a second attempt is scheduled for around the 10th of the current month.

If your vehicle is declared as a “wreck” or a “write off”, by the adjuster, or if it has been stolen and not found, you’ll be compensated within 30 days after the compensation has been determined, provided that your file is complete (declaration, police report, etc.).

Your customer number is at the top right of your policy or other Foyer documents (special terms and conditions, bills, account statements).

To sign your document, it is imperative that you read it and scroll down through the entire page.
Check that the mobile phone number used to sign your document has been entered correctly. To do this, contact your Agent.
You may be trying to sign a document that has passed its validity date (signature deadline). In that case, please contact your Agent.
If, despite these checks, you still can’t sign your document electronically, please contact your Agent.

If you can’t remember the insured risks of your auto policy, you can check your insurance policy at any time in your Customer Space or your MyFoyer app or look at the paper version of your policy.

The territorial limits of the cover vary from one type of insurance policy to another. For more information, refer to the general terms and conditions of your policy available in your Foyer Customer Space or from your MyFoyer app.

You can find all the details of your cover in your policies.
You can contact your agent for more information about your cover.

The insurance cover extends to temporary travel for a maximum period of eight consecutive weeks, except in the case of medical reasons preventing your return. In the latter case, the reimbursement of claims is automatically extended for a maximum period of 90 days.

If you take a trip abroad to undergo curative treatment, you must first make a request to Foyer, specifying the planned treatments and the medical necessity of undergoing the treatment abroad.

This is a cover included in the Mobilé Zen option. If you’re no longer able to drive your vehicle, you can call a taxi directly or contact us on +352 437 23 23 to arrange for you and your vehicle to be returned home.

You can view and download your certificates directly from your Foyer Customer Space or from your MyFoyer app.
If you don’t have access to your Customer Space, you can contact your insurance agent, who will send your certificate to you quickly.

If your agent is unavailable, contact Foyer’s customer service on +352 437 4344.

If you know another insurance agent, you can contact that agent directly. Your new agent will take care of the agency transfer procedures.

You can search for a new agent on the Foyer insurance agents page based on proximity or other factors. Once you’ve made your choice, contact the agency directly, and it will handle the agency transfer procedures.

You can contact the Foyer’s quality department using the contact form below.

The Quality Department will take care of the necessary steps to process your request quickly.

An acknowledgement of receipt of the complaint will be sent to you within 8 days from receipt of the complaint.