Patient’s administrative contact service (COPA) – bill follow-up

General information about billing in Saint-Luc

The COPA is the single contact point for any post-billing questions.

  • Bills are generally sent to you within six to eight weeks after your visit to the hospital.
  • You can later receive additional bills to your main bill. These bills can be sent to you within two years from the date of the services.
  • To avoid any collection costs, we invite you to respect the payment deadline indicated on the bill.

Before using our services, we invite you to consult the various tabs on this page, including our"FAQ and Specific Cases" section below.

Questions regarding your bill?

We invite you to contact our teams at +32 2 7641570, Monday to Friday from 9 am to midday and from 2 pm to 4 pm. Our service will be happy to answer you.

You can also write to us

Important note : any complaint relating to a bill must be made in writing (either by Email or postal mail).

Our service also has a counter open to patients from Monday to Friday, from 7.30 am to 5 pm. This counter is located at gate 20 (Route 262), in the main hall of the Cliniques, to the right of the consultation screens.

Before using our services, we invite you to consult the various tabs on this page, including our "FAQ and Specific Cases" section below, where the most frequently asked questions are followed by clearer and more precise answers given by the service.

Note: when you contact our services by telephone, we need information that will allow us to identify you and identify the question related to your bill!

We invite you to prepare the relevant bill. The bill number is indicated either on the first page in the center of the sheet or at the top center of the bill. The bill number located in the upper part is preceded by your file number which allows you to be identified, thank you also for preparing it.

You have made a payment error or made a down payment and would like to be refunded?

We invite you to get in contact with the COPA.

  • By tel. +32 2 7641511, Monday to Friday from 9 am to midday and from 2 pm to 4 pm.
  • By Email: remboursements-tcc-saintluc@uclouvain.be
  • By postal mail:
    Cliniques universitaires Saint-Luc
    Service contact administratif patient
    A l’attention de Cécile Pinoy
    Avenue Hippocrate, 10
    1200 Bruxelles

Note: any refund will be subject to verification of your account in Saint-Luc.

Having trouble paying your bill?

In case of difficulty in paying your bill, you can contact the COPA by telephone: +32 2 7641570, Monday to Friday from 9 am to midday and from 2 pm to 4 pm.

You can also write to us

Our service will be able to inform you about the different possible settlement options.

Our service also has a counter open to patients from Monday to Friday, from 7.30 am to 5 pm. This counter is located at gate 20 (Route 262), in the main hall of the Cliniques, to the right of the consultation screens.

Before using our services, we invite you to consult the various tabs on this page, including our "FAQ and Specific Cases" section below, where the most frequently asked questions are followed by clearer and more precise answers given by the service.

You have received a payment reminder when you think you have paid the bill in time?

You suggest that you contact the COPA to regularize your situation with Saint-Luc, by telephone: +32 2 7641570. You also can write to us

Our service also has a counter open to patients from Monday to Friday, from 7.30 am to 5 pm. This counter is located at gate 20 (Route 262), in the main hall of the Cliniques, to the right of the consultation screens.

You are Belgian, covered by a mutual fund, or European working for the European institutions, and you wish an estimate of certain hospital fees?

Under articles 3 to 7 of the 11 April 1995 Law aiming to institute the Charter of people paying social security (Charte de l’assuré social), mutual funds are required to provide their policyholders with useful information free of charge relating to health care fees, in this respect tariffs in force coming from the INAMI/RIZIV. We therefore invite you to contact your insurance company.

In addition, if you wish to be informed of our stay rates and certain miscellaneous costs, we invite you to read the explanation document concerning the admission declaration of Saint-Luc.

You wish to have a state of play of your patient account in Saint-Luc?

You can contact the COPA by telephone: +32 2 764 15 70, Monday to Friday, from 9 am to midday and from 2 pm to 4 pm.

You can also write to us

  • By Email: contact-patient-saintluc@uclouvain.be
  • By postal mail:
    Cliniques universitaires Saint-Luc
    Service contact administratif patient
    Cellule Gestion des Comptes
    Avenue Hippocrate, 10
    1200 Bruxelles
    Belgique

FAQ and specific cases

  1. You have received a bill from Saint-Luc when you did not go?
  2. You have recently consulted either your GP or a doctor from another hospital or medical center who has prescribed tests that have been contracted out to our laboratories and that are billed directly to you.

    If it is not the case, it may be a mistake. Do not hesitate to contact our service.


  3. You do not know the name of the doctor written on the bill?
  4. As an academic hospital, we work with medical assistants. They consult under the supervision of a resident doctor or a teacher, whose name then appears on your invoice.


  5. If you request the printing of duplicate of bills and/or certificates of care, are you likely to be charged administrative fees?
  6. Yes, if your request to print a duplicate exceeds 3 bills or care certificates, we will charge you a minimum of €15 for administrative management fees.


  7. You wish to dispute your bill, what steps should you take?
  8. If any of the services billed to you is incorrect or unjustified, you must make a complaint in writing to the service's email address (contact-patient-saintluc@uclouvain.be) or postal address (Cliniques universitaires Saint-Luc - Avenue Hippocrate, 10 – 1200 Bruxelles), for the Patient’s administrative contact service (COPA). If you have received a care certificate (green certificate) for the disputed services, you must also send it to us.


  9. You are a BIM/OMNIO/VIPO or other, and are not billed according to your preferential regime?
  10. At the time we issued your bill, the preferential regime for you was different, and we therefore billed according to it. You must contact your mutual insurance company in order to benefit from the rate assigned to you. It will give you the appropriate refund. However, you will need to go to the Cliniques' Admissions department (in the main hall) to fix your status, so that the next bills are correctly edited. You can also send by post an official letter from your insurance company attesting your preferential regime on specific dates (Admissions des Cliniques universitaires Saint-Luc - Avenue Hippocrate, 10 – 1200 Bruxelles).


  11. If you have a document attesting the bearing of the hospital fees (réquisitoire) by the Public Social Assistance Center (CPAS), your bill will be fully paid for.
  12. Yet, we inform you that the CPAS does not cover all the fees incurred during your stay, certain miscellaneous expenses will be charged to you.


  13. 7. You dispute additional fees charged by the doctor.
  14. A doctor can charge additional fees if he or she is partially or not committed (approved by social security – conventionné). If the doctor is partially committed, it is displayed on the INAMI website and at the Consultation secretariat where you can see when the doctor is committed or not. We therefore invite you to get in contact with the Consultation service.

    When you make your appointments, we also suggest that you ask the consultation secretary whether the doctor is committed or not.

    Note : when you make an appointment at the Polyclinique of Saint-Luc, additional fees may be charged whether the doctor is committed or not.


  15. You have received a €15 bill for missed appointment.
  16. This means you have not cancelled an appointment at the Cliniques at least 48 hours in advance. Since this appointment was not cancelled in time, we were unable to replace your time slot with another patient, which results in a cost for the Cliniques Saint-Luc.

    As a reminder, you can cancel your appointment directly online by completing a form on the Saint-Luc website.


  17. When will you receive the document Dentalia or Dento+ for the additional reimbursement for dental care?
  18. The document must be presented at the time of your visit to the dentist, either directly to the care provider or to the dental secretariat. You can also send it by email to contact-patient-saintluc@uclouvain.be

    Important note : we only issue invoices 6 to 8 weeks after the consultation in EMDS, so your completed document will also be sent to you within these deadlines, in parallel with the receipt of the care bill.


  19. You wish to print your medical file, who do you have to speak to?
  20. In order to protect the confidentiality of medical data, it is imperative to send us a written request, written by the patient (or signed by him or her) accompanied by a photocopy of his or her identity card. This written request must include the surname, first name, date of birth, the services where the patient stayed as well as the approximate dates of his visits to the Cliniques universitaires Saint Luc.

    Your request must be addressed to the Archive department

    • - By mail : archives-saintluc@uclouvain.be
      - By fax : +32 2 764 89 41
    • By postal mail ;
      Serge GUILLAUME - Archives
      Cliniques universitaires Saint-Luc
      Avenue Hippocrate, 10
      1200 Bruxelles.

  21. A family member has just passed away and bills from Saint-Luc are still to be paid, what steps should you take?
  22. We invite you to contact the COPA to provide the contact details of the notary in charge of the estate and a copy of the death certificate.


  23. 12. You have changed your address?
  24. Contact the Admissions department by email (admission-saintluc@uclouvain.be) or by phone on +32 2 764 15 51 to report your change of address.


Consult the payment conditions (also available on the second page of your bill)

The Cliniques universitaires Saint-Luc charges the services in accordance with the Law of 14 July 1994 on compulsory health care and compensation insurance and its implementing orders. It is the patient responsibility to report any change in his or her administrative details (especially the address and the mutual insurance company). The reimbursement of the intervention can be obtained by means of the attached green certificate.

Payment conditions:

Bills are payable in cash with the references mentioned on the attached transfer form or the bill.

If payment is not received within 15 days of the bill being sent, a first reminder may be sent to the patient. In addition, non-payment of the amount due will automatically and without prior notice lead to the application of interest calculated at the legal rate from the due date of the bill as well as a penalty of 10% of the total unpaid with a minimum of €20.00.

Any unpaid bill can lead to judicial recovery.

Unless Saint-Luc has agreed to handle it, it is the patient’s responsibility to pay the bill and forward it to the appropriate agency for recovery. The patient, therefore, remains the debtor until the bill has been paid in full.

Various charges:

The Cliniques universitaires Saint-Luc reserves the right to claim additional penalties in the following cases: (i) request for payment spread; (ii) request for a duplicate. Similarly, a penalty will be charged to the patient if he or she does not cancel at least 48 hours in advance any planned visit to the Cliniques universitaires Saint-Luc. In addition, the cost of issuing an access card to Cliniques universitaires Saint-Luc will be counted and paid for on a voluntary basis.

Unless a prior written agreement has been obtained from the Cliniques universitaires Saint-Luc, bank charges will be the sole responsibility of the patient.

Complaints:

You can submit a complaint within 8 working days of receipt of the bill. You must imperatively mention the references of the disputed bill and your patient's identification number. It must also be accompanied by justificatory documents supporting the subject of the complaint.

These complaints must be addressed to the COPA service of the Cliniques universitaires Saint-Luc, whose contact details are given below this table.

Applicable law

In the event of a dispute, the Brussels courts shall have sole jurisdiction.

Privacy/Processing of personal data:

Pursuant to the Belgian Privacy Act of 8 December 1992 on the protection of the privacy with regard to the processing of personal data and with his implementing orders, the Cliniques universitaires Saint-Luc hereby reminds that certain personal data are collected and processed/used in accordance with its missions of patient care, research, and teaching.

The patient can obtain the modification, rectification or removal of the data collected. He must make a written request, dated and signed, to the controller.

For more information, we invite you to consult our website, the Admission brochure as well as the various communications within the Cliniques universitaires Saint-Luc via interactive screens and displays.

Any other question may be addressed to the COPA.

  • Tel. +32 2 764 15 70, Monday to Friday from 9 am to midday and from 2 pm to 4 pm
  • Email : contact-patient-saintluc@uclouvain.be
  • Postal mail:
    Cliniques universitaires Saint-Luc
    Service contact administratif patient
    Avenue Hippocrate, 10
    1200 Bruxelles
    Belgique