CNS advice by video call

Thanks to CNS's video call advice service, I can get personalised assistance from the comfort of my own home.

Thanks to this service, I can talk face-to-face with a CNS agent without having to go to an agency.

Whether I have questions about complex procedures, doubts about certain documents or need clarification about letters I've received, the CNS is there to help.

No refunds : during these video calls, the CNS cannot process refund requests!

Everything I need to know

I click on the tab I'm interested in.

How do I make an appointment for a video call?

I can choose between making an appointment WITH or WITHOUT strong authentication:

  • With authentication: my personal details (contact details, address, etc.) are already registered, which simplifies the process.
  • Without authentication: I have to enter more information (contact details, address, etc.) manually. What's more, I have to upload a copy of my ID at the end of the appointment-booking process, so that the CNS agent can confirm my identity when I call.

In short, booking an appointment with authentication is quicker and requires fewer extra steps.

What do I need to do?

To make an appointment, I click here, then choose

  • YES, I LOG IN, if I wish to log in.
  • NO, I CONTINUE WITHOUT IDENTIFICATION, if I cannot authenticate myself.

In a nutshell

  1. Pop-up window: I choose with or without authentication.
  2. Welcome page: I tick the box at the bottom of the page to agree to my personal data being processed as part of my request.
  3. Subject of my request: I choose ‘Information - documents’ for a video call.
  4. Type of appointment: I choose ‘Appointment for CNS advice by video call’.

Video tutorial

Here's a short video tutorial showing me the process, step by step.

Play YouTube video, see caption below

Comment prendre RDV pour un conseil CNS par appel vidéo ?

How do I connect to my appointment by video call?

First of all, I make sure I'm in a quiet place during the video call, to guarantee a clear and uninterrupted exchange.

  1. Once the appointment has been made, I receive a confirmation email.
  2. On the day and at the time scheduled for my appointment, to access the video call platform:
    • I click on the link in the confirmation email, if I made the appointment without authentication
    • I log in to my MyGuichet.lu private eSpace, if I booked the appointment with authentication
  3. I then click on 'Join the waiting room'.
  4. After checking my microphone and camera settings, I click on 'Join the call'.
  5. If I connect to the video call a little earlier than planned (max. 15 minutes), I wait a moment until the CNS agent is also connected.
  6. Once the CNS agent joins the call, my video call appointment can begin!

If I have any technical problems, I can contact the Guichet.lu Helpdesk directly.

What is technically possible during the video call?

  • I can show the CNS agent the documents to be discussed simply by holding them in front of my camera. This will make it much easier to exchange information.
  • I can send digital files via the document sharing function.
  • I can exchange written messages during the call via chat.

What subjects can be discussed during the video call?

Among other things, the CNS agent will be able to advise me on questions relating to:

  • Insurance for family members
  • Reimbursed services
  • Maternity
  • Incapacity for work
  • Financial compensation

Please note: video calls are advisory sessions only. Medical bills cannot be reimbursed!

Frequently asked questions (FAQ)

What types of (mobile) devices can I use to make video calls?

Video calls can be made from a PC as well as a smartphone, as long as the device used has a microphone and a camera function.

Which browsers are recommended for a smooth video call?

It is preferable that I use browsers such as Chrome, Safari, or Edge to ensure a stable connection during my video call.

Technical problems, such as video interruptions or loss of sound, have been experienced with the Firefox browser.

To avoid these inconveniences, the CNS recommends using an alternative browser at the time of my appointment.

Can I also be reimbursed for medical bills just like in a CNS agency?

No.

Can I make a video call wherever I am?

In principle, I can make the call from anywhere, provided I have a stable internet connection. To ensure the call proceeds smoothly, I choose a quiet, private location.

In what languages can I communicate with the agent during the video call?

The CNS agent I will speak to can converse in Luxembourgish, French, German or English.

How long does a video advice call with the CNS last?

The session with the CNS agent is scheduled for a 20-minute time slot.

What happens if I'm late and can't take the video call at the scheduled time?

The session with the CNS agent is scheduled for a 20-minute time slot.

If I am unable to join the call at the scheduled time and the 20 minutes have passed, I will need to book a new appointment.

What happens if, for any reason, the connection is interrupted?

I can reconnect at any time during the 20-minute timeslot, as well as half an hour after the time limit has expired, by using the link sent in the e-mail.

If documents have been uploaded during the video call, how long do I have access to these documents in order to download them?

Access to the virtual interview room where any documents have been uploaded is available for a further 24 hours after the interview with the agent via the link sent in the confirmation e-mail.

What should I do if I'm having technical problems and can't find a solution? Who do I contact?

For any technical problems, whether when making an appointment or later during the video call, I contact the Guichet.lu helpdesk directly. Click here for more information about the Guichet.lu helpdesk.

What about data protection? Is the video call recorded?

The confidentiality and protection of my data is an absolute priority for CNS. The video call is not recorded. All information transmitted during the call remains strictly confidential, in accordance with current data protection regulations.

For further information, please visit the PERSONAL DATA PROTECTION section by clicking here.

I am a frontier worker and I don't have a LuxTrust product. Are there any other ways of authenticating on MyGuichet.lu?

In order to enable cross-border authentication for access to online public services, the means of electronic identification for electronic transactions (eIDAS - Electronic Identification, Authentication and Trust Services) have been established at European Union (EU) level.

To find out about the exact procedures for authentication with the eIDAS system, please visit the Guichet.lu website by clicking on this link.

Contact us

Last update