What is it about?
The new video advice service is designed to offer you personalised assistance from the comfort of your own home.
Thanks to this service, you can talk face-to-face with a CNS agent without having to visit one of our agencies.
Whether you have questions about complex procedures, doubts about certain documents or need clarification about letters received, our team is there to help you.
How can I make a video call with the CNS?
Video calls with a CNS agent are only available by appointment. Make an appointment now and simplify your procedures with our video call advice service!
Appointments for video calls are available during the following hours:
- 08.30 a.m. - 11.30 a.m.
- 1.00 p.m. - 4.00 p.m.
No reimbursement: during these video calls, reimbursement requests cannot be processed!
Making an appointment for CNS advice by video call
Making an appointment for a video call works the same way as making an appointment in an agency, with just one small detail to note, explained in the tutorial below. As with other procedures, you always have the choice of sign in with or without LuxTrust authentication.
Please note:
- Option without LuxTrust authentication: you will be asked to attach a copy of your identity card at the end of the appointment process. On the day of the appointment, the CNS agent will check your identity by comparing the uploaded document with the person in front of him or her.
- Option with LuxTrust authentication: if you book your appointment via your mobile, you will need to have the LuxTrust function installed on your mobile in order to access the virtual call on the day of the appointment.
The procedure in a nutshell
- Pop-up window: choose with or without authentication.
- Welcome page: tick the box at the bottom of the page to agree to your personal data being processed in connection with your request.
- Select the subject of your request. Choose ‘Information - documents’.
- Choose the type of appointment, in this case ‘Appointment for CNS advice by video call’.
Video tutorial: Making an appointment for CNS advice by video call
What is the difference between booking an appointment without LuxTrust authentication and with authentication?
The main difference between booking an appointment with or without authentication is the identity verification process and the information you need to provide.
- With authentication: your personal details (contact details, address, etc.) are already registered, which simplifies the process.
- Without authentication: you have to enter more information (contact details, address, etc.) manually. In addition, you must upload a copy of your ID at the end of the appointment booking process, so that the CNS agent can confirm your identity when you call.
In short, booking an appointment with authentication is quicker and requires fewer extra steps.
I am a cross-border worker and I do not 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.
How do I connect to my appointment via video call with a CNS agent?
It's important to be in a quiet place during the video call, so that the agent can hear you clearly!
The procedure in a nutshell
- Once the appointment has been made, you will receive a confirmation e-mail.
- To access the platform on which you will make the video call with the CNS agent on the day of the appointment, you must click on the link provided for this purpose in the confirmation e-mail, or proceed directly via your private space on MyGuichet.lu.
- Then click on ‘Join the waiting room’.
- After checking your microphone and camera settings, click on ‘Join the call’.
- If you connect to the video call a little earlier than expected (max. 15 minutes), please wait a moment until the CNS agent is also connected.
- Once the CNS agent has joined you, your video call appointment can begin!
- If you have any technical problems, please contact the Guichet.lu Helpdesk.
What is technically possible during the video call?
- You can show the CNS agent the documents you don't understand by simply holding them up to your camera. This makes it much easier to exchange information.
- You can also send digital files via the document sharing function,
- or exchange written messages during the call via chat, to ensure that all your questions are dealt with efficiently.
Frequently asked questions
What types of (mobile) devices can I use to make the video calls?
Video calls can be made from both PCs and smartphones, as long as they have a microphone and camera function.
Which browsers are recommended for a well-working video call?
We recommend that you use browsers such as Chrome, Safari or Edge to ensure a stable connection during your video call.
Technical problems, such as video interruptions or loss of sound, have been reported with the Firefox browser.
To avoid these problems, we advise you to choose another browser for your appointment.
What subjects can or cannot be discussed during the video call?
Among other things, the CNS agent will be able to advise you on questions concerning :
- Insurance for family members
- Covered benefits
- Maternity
- Incapacity for work
- Financial benefits
Please note: video calls are advisory sessions only. It is not possible to reimburse medical invoices during video calls!
Is it also possible to obtain reimbursement for medical invoices in the same way as at the agencies?
No.
Can I make the video call wherever I am?
In principle, you can call from anywhere, as long as you have a good Internet connection. To ensure that the call goes smoothly, however, we recommend that you go somewhere quiet and private for the call.
In what languages can I communicate with the agent during the video call?
All CNS agents can speak to you in Luxembourgish, French, German or English.
What is the duration of an advice session with the agent?
Initially, time slots of 20 minutes are planned.
What happens if I'm late and can't take the video call at the agreed time?
There is a 20-minute slot for the advice session with the CNS agent.
If you are unable to attend the interview at the agreed time and the 20 minutes have already passed, you will need to make a new appointment.
Que se passe-t-il si, pour une raison quelconque, la connexion est interrompue ?
You can reconnect at any time during the 20-minute period, 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 much time do I have to access these documents and download them later?
Access to the virtual interview room where any documents have been uploaded is available for a further 24 hours after the video call 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?
If you have any technical problems, either when making an appointment or later during the video call, please 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?
Your confidentiality and data protection are our top priority. Rest assured that the video call is not recorded. All information transmitted during the call remains strictly confidential, in accordance with current data protection regulations.
For more information, visit our ‘Personal data protection’ section by clicking here.