Appointment for advice in person at a CNS agency or by video call

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Make an appointment with the CNS at an agency or by video call for consultation

The agencies of the National Health Fund (Caisse nationale de santé - CNS) are open to the public by appointment only. You can book an appointment online using MyGuichet.lu:

  • for an on-site appointment at a CNS agency:
  • for an appointment by video call with a CNS agent.

This is a procedure that can be completed with or without authentication.

Please note: appointments by video call are for advice sessions only. Medical bills cannot be reimbursed during that appointment.

Who is concerned

All resident or non-resident persons who wish to:

  • make an appointment at a CNS agency for a reimbursement of medical bills.
  • obtain information on the services offered by the CNS (questions about complex administrative procedures, doubts about certain documents or need for clarification of letters received, etc.).

How to proceed

You can make an appointment online via MyGuichet.lu for an on-site appointment at a CNS agency if you wish to:

  • request the reimbursement of medical bills;
  • obtain information on the services offered by the CNS.

This is an online procedure that can be completed:

  • with authentication using:
    • a LuxTrust product;
    • an electronic identity card;
    • an eIDAS means of identification from another Member State of the European Union (EU) or the European Economic Area (EEA); or
  • without authentication.

If you do not have the technological means or skills to make an appointment online, you can also contact the CNS by telephone to make an appointment at one of their agencies. The CNS can be contacted on (+352) 27 57 1 on working days from 8.00 to 16.00.

Using the same procedure on MyGuichet.lu, you can also make an appointment for advice by video call. Advice by video call is only available for the following topics:

  • 'Long-term care insurance';
  • 'Information - documents'.

Video calls are not available for requests concerning 'Cheques / Instant wire transfers'. In this case, you must make an appointment at a CNS agency.

If you request the appointment using the procedure without authentication, you must attach a copy of your identity card to the request.

Appointments by video call are available on working days from 8.30 to 11.30 and from 13.00 to 16.00.

Confirmation of appointment

When your request for an appointment is accepted and you have opted for the procedure with authentication:

  • you will receive an appointment confirmation in:
    • the 'My messages' section of your private eSpace;
    • the 'Message' tab in the procedure you submitted, under 'My procedures';
  • your appointment is automatically added to the 'My appointments' section of your private eSpace (not yet available in the MyGuichet.lu mobile application).

If you have opted for the procedure without authentication, you will receive confirmation of your appointment by email to the address given under ‘Applicant's contact details’.

If you have made an appointment at a CNS agency, the confirmation will include the date, time and address of the agency where your appointment is taking place.

The message in your private eSpace (for procedures with authentication) or the email (for procedures without authentication) also contains a PDF attachment containing a QR code.

You must scan this QR code on the day of your appointment at the terminals by the entrance of the agency (either in printed form or directly from your mobile device).

If you have booked an appointment for advice by video call, the confirmation will include:

  • the date and time of your appointment;
  • a link enabling you to join the video call via the browser on your computer or mobile device.

The link to join the video call can be found:

  • in the message and attached document that are in your private eSpace if you opted for the procedure with authentication;
  • in the email and attached document if you opted for the procedure without authentication.

If you have opted for the procedure with authentication, you can also join the video call by clicking on 'Go to the waiting room' in:

  • the 'My appointments' section of your private eSpace (not yet available in the MyGuichet.lu mobile application);
  • the 'Appointments' tab of your transmitted procedure, under 'My procedures'.

The 'Go to the waiting room' button can only be clicked 15 minutes before the appointment time.

Important information for people who have made an appointment via the MyGuichet.lu mobile application: you cannot join the video call directly in the mobile application, but only from the browser on your mobile device. This means that you must have your authentication product with you at the time of the call to be able to connect.

To take part in a video call, you don't need to install any additional software. All you need is a mobile device (smartphone or tablet) or a computer equipped with:

  • a camera; and
  • audio input and output equipment (microphone, speakers, headphones, etc.).

Before joining the video call, please ensure that you are in a quiet location, suitable for a good quality video call, which at the same time guarantees the confidentiality of the information shared.

You must identify yourself at the start of the call by presenting your ID to the camera. So make sure you have:

  • a valid identity document;
  • any other document in electronic format required for the appointment.

If you join the video call earlier than expected (maximum 15 minutes), please wait until the CNS agent is also connected.

For more details on the video call with the CNS (duration, functions, constraints, etc.) please consult the CNS website.

Cancellation of an appointment

You can cancel your appointment yourself (on site or by video call) by clicking on the link in the appointment confirmation.

The link to cancel the appointment can be found:

  • in the message and attached document that are in your private eSpace if you opted for the procedure with authentication;
  • in the email and attached document if you opted for the procedure without authentication.

If you have opted for the procedure with authentication, you can also cancel the appointment by clicking on 'Cancel this appointment' (for on-site appointments) or the recycle bin symbol (for video call appointments) in:

  • the 'My appointments' section of your private eSpace (not yet available in the MyGuichet.lu mobile application);
  • the 'Appointments' tab of your transmitted procedure, under 'My procedures'.

To cancel an appointment via the MyGuichet.lu mobile application on your smartphone, you must first click on the 3 dots and then on 'Cancel this appointment'.

Good to know

For many procedures, you do not need to go in person to one of the CNS agencies, you can carry them out online via MyGuichet.lu. For more information on the procedures that can be completed electronically, please consult the CNS website.

If you have any further questions, you can also:

Tutorials

Online services and forms

Appointment booking

Make an appointment with the CNS at an agency or by video call for consultation

Other language(s)

Who to contact

  • National Health Fund (CNS)

    Address:
    4, rue Mercier L-2144 Luxembourg Luxembourg
    L-2980 Luxembourg
    Phone:
    (+352) 27 57 1
    working days from 8.00 to 16.00
    Website:
    https://cns.public.lu/

    Contact form (only in French)

  • National Health Fund (CNS) Long-term care insurance

    Address:
    4, rue Mercier L-2144 Luxembourg
    B.P. 1023 L-1010 Luxembourg
    Phone:
    (+352) 27 57 44 55
    working days from 8.00 to 16.30
    Fax:
    (+352) 27 57 46 19
    Email address:
    assurancedependance@secu.lu

  • National Health Fund (CNS) Department 'Leave for nursing a terminally ill person'

    Address:
    4, rue Mercier L-2144 Luxembourg
    L-2979 Luxembourg
    Phone:
    (+352) 27 57 40 56
    Fax:
    (+352) 27 57 40 80

  • National Health Fund (CNS) Department 'National reimbursements'

    Address:
    4, rue Mercier L-2144 Luxembourg
    L-2980 Luxembourg
    Phone:
    (+352) 27 57 1
    working days from 8.00 to 16.00
    Fax:
    (+352) 27 57 27 58

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