Assistentia: a key tool for coordinating Belgian assistance providers abroad

What is Assistentia?

Established around fifteen years ago at the instigation of Assuralia, Assistentia is a coordination mechanism designed to organise the management of crisis situations involving Belgian nationals abroad.

The mechanism is activated when a major incident meets the following criteria:

• at least 8 Belgian nationals injured,
• and the involvement of at least 2 Belgian assistance providers.

In these exceptional situations (natural disasters, mass accidents, terrorist attacks, etc.), Assistentia enables:

• optimal coordination between the various assistance providers,
• centralised monitoring of victims,
• the avoidance of duplication and inconsistencies in the management of medical, logistical and administrative matters.

A structured coordination system

Assistentia operates on the basis of a rota system among its member support staff. Each member takes turns to be on call for a six-month period.

When the system is activated, the assistant on duty becomes the sole coordinator. In this capacity, they:

• open and manage the Assistentia case file,
• centralise all information,
• coordinate actions between the various parties involved,
• and ensure that costs are re-invoiced to the other assistants concerned.

IMA Benelux will take over coordination from 1 April 2026

From 1 April 2026, IMA Benelux will coordinate Belgian assistance providers within the Assistentia framework for a period of six months, until 1 October 2026.

IMA thus succeeds AXA Assistance in this key role, with the mission of ensuring smooth, effective and coordinated management in the event of a crisis involving Belgian nationals abroad.

Thanks to Assistentia and the commitment of its members, Belgium has a robust system in place to respond effectively to international crisis situations, placing coordination and solidarity at the heart of its operations.