Driver Guide
Find out everything about the services Ayvens offers
Please note that the information below takes into account the standard procedures of Ayvens. It is possible that different arrangements have been made with your company, so the information below may not (fully) apply to you. To be sure, check your own car policy or contact your fleet manager.
My Ayvens
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).
- 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
Theft, break-in or vandalism
In the event of a break-in, vandalism or (attempted) theft of the vehicle:
- Submit the official report to us using the form under the ‘Accidents’ > 'Accident declaration' tab in My Ayvens. Fill out your personal details and select ‘theft and fire’ as the type of accident.
- 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 energy card
License plate, board documents, accessories or keys stolen or lost?
- Report it to the police and keep the original official report.
- Report the theft or loss via My Ayvens ('Accidents' > 'Accident declaration') Fill in your personal details and select ‘theft’ as the type of accident. You will then see several options (accessories, personal belongings, key...) Indicate what applies to you. Also upload a copy of your official report. This way we can assist you quickly. Please also send us the original documents within 15 days after the theft or loss.
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 2 406 44 88
- Order a new card via My Ayvens. Click the ‘Contact us’ icon in the bottom right-hand corner and select ‘My energy card’.
Report an accident or damage
Have you had an accident or otherwise sustained damage to your vehicle (stone chips, collision with an animal, weather conditions, etc.)? Report this as soon as possible via My Ayvens (‘Accidents’ > ‘Accident declaration').
Schedule repairs for the damage immediately. This is the best way to avoid additional costs at the end of the contract.
Always consult your car policy for the procedure in case of an accident.
Roadside assistance
A breakdown, damage or a flat tyre? Problems abroad? Call +32 2 406 44 88. We’re available 24/7. Ayvens works together with Touring for roadside assistance. Emergency? In the EU, call 112
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. You can book one via My Ayvens.
Tyres
If you need to change or repair your tyres, make an appointment at a registered tyre centre. An overview is available in My Ayvens ('Services' > 'service centers' > 'tyre center').
Fines
Avoid extra costs and pay your fines on time via www.justonweb.be. You can view your fines and charges in My Ayvens ('Contract' > 'Advanced fines')
Broken window
Chipped or broken window? Contact Carglass and make an appointment at a service center near you. You can find an overview in My Ayvens ('services’ > ‘service centers’ > ‘glass repair center’).
Maintenance and repairs
Schedule your maintenance or repair at a registered garage via My Ayvens ('accidents' > 'accident declaration'). Pick the reason for your appointment (maintenance, intervention or recall).
Find an approved partner near you
My Ayvens: everything in one place!
Easily manage your vehicle and all the related services with your account in My Ayvens. Safe travels!