Driver Guide
Find out everything about the services Ayvens offers
Log in to your My Ayvens account via my.ayvens.be.
You will find all the information about your lease contract there, for example:
• details and included services. • important documents (such as your insurance card, residence card and damage claim). You can also report damage or accidents, find registered dealers or garages, and make appointments.
Tip: Have you had an accident? Check if you are insured through us. If not, contact your insurance broker.
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Roadside assistance
A breakdown, damage or a flat tyre? Problems abroad? Call +32 2 406 44 88, option 1.We’re available 24/7.
Emergency? In the EU, call 112
Accidents
Accident without an other party (other party not identified)? Report your accident via My Ayvens.
Accident with an other party (other party identified)?
• Fill in the accident statement with the other driver. • Report your accident on My Ayvens under the ‘Accidents’ tab. • Add a photograph of the accident statement and clear pictures of the damage.
Consult your car policy for the procedure in case of an accident as well.
Theft, break-in or vandalism
In the event of a break-in, vandalism or (attempted) theft:
• Submit the official report to us using the form under the ‘Accidents’ tab on My Ayvens. • If your vehicle needs to be repaired, we will find a registered garage and notify you by email. • The garage will contact you to schedule an appointment.
Theft or loss of licence plate, documents, keys or fuel card
Licence plate or car papers stolen or lost?
• Report it to the police and keep the original official report. • Report the theft or loss via My Ayvens. Several options are shown. Choose ‘Other’ to report theft or damage and upload a copy of your official report to speed up the process. • Send your original official report by post to:
Ayvens Verzekeringsdienst Bourgetlaan 42 1932 Zaventem
Send us the original documents within 15 days after the theft or loss.
Car keys stolen or lost?
• Report it to the police. • Report the theft or loss via My Ayvens. • Park your vehicle, if possible, in a safe place such as a garage (box).
Shell energy card stolen or lost?
• Block your card via the Shell app or website, or call +32 2 508 9211. • Notify us via +32 2 706 41 41. • Order a new card via My Ayvens. Click the ‘Contact us’ icon in the bottom right-hand corner and select ‘My energy card’.
Broken window
Chipped or broken window? Contact Carglass and make an appointment at a service centre near you. Discover all the Carglass services in Belgium at www.carglass.be.
Maintenance and repairs
Schedule your maintenance or repair at a registered garage via My Ayvens under (‘Service’ - ‘Make an appointment’).
Energy card
Do you have a Shell card?
Download the Shell app on your phone to get all the information at a glance (service stations, charging points, etc.): • Android • Apple Store Different energy card? Please ask your fleet manager where you can refuel and charge. Travelling by car? Check whether your energy card is valid abroad (national or international card).
Replacement vehicle
What if your vehicle breaks down? Log in to My Ayvens and check whether you are entitled to a replacement vehicle.
• Maybe your vehicle can be fixed on the spot. Great, you can immediately get back on the road! • If the repair will take longer than eight hours you are entitled to a replacement car if this option has been provided in your contract.
Fines
Avoid extra costs and pay your fines on time via www.justonweb.be.
My Ayvens: everything in one place!
Easily manage your vehicle and all the related services with your account in My Ayvens.
Safe travels!