Your questions regarding your file
1. How do I file a claim?
You may go to https://indemnisation.mondial-assistance.fr/oss in order to file a claim via our secure servers. You will need to create a user account and follow the online filing procedure. Your policy number will be necessary to start the procedure. You will then receive an email with the proof of receipt for your claim, along with a list of supporting documents that you need to submit in order for your claim to be processed.
2. Is there a limitation in time for reporting an event?
If you are at the destination of your trip you have up to 5 working days to report an event via the website https://indemnisation.mondial-assistance.fr/oss or via registered mail.
In case you need immediate assistance (sickness or injury requiring medical attention, compelling reason for an unscheduled return) please call +33 1 42 99 02 02 in order to speak to an assistance coordinator. You will then be guided through the procedure that applies to your case.
In case you need immediate assistance (sickness or injury requiring medical attention, compelling reason for an unscheduled return) please call +33 1 42 99 02 02 in order to speak to an assistance coordinator. You will then be guided through the procedure that applies to your case.
3. How can I access my file and check on its status?
You may follow this link: https://indemnisation.mondial-assistance.fr/oss and go to « check an existing file ». You will need to sign in with the email address and password you have used to create your account.
Once you have signed in, you will be able to update your claim file by uploading the supporting documents or check on its status as it processed by our services.
Once you have signed in, you will be able to update your claim file by uploading the supporting documents or check on its status as it processed by our services.
4. I have lost my id and or password. How can I retrieve it?
Your system id is on the email you have received when you created your account. If you’ve forgotten your password, simply go to https://indemnisation.mondial-assistance.fr/oss and go to « log-in » and then click on « password forgotten? ».
You will then receive a new password by email.
You will then receive a new password by email.
5. Do I need to send original documents?
With the exception of the luggage related events or delayed flights, you do not need to send original documents.
6. How can I submit supporting documents?
You may simply upload them using the following link: https://indemnisation.mondial-assistance.fr/oss and go to « check an existing file ».You will need to sign in with the email address and password you have used to create your account. Once you have signed in, you will be able to update your claim file. Using the website will also allow you to keep track of everything you have submitted.
In case you wish to send us some documents via post, please make sure to include the file number using the following format: "sinistre n°xxxxxx". Without this reference your documents will not be included to your file.
Mailing address:
Please note that sending the documents by post will necessarily increase the processing time of your claim due to the post transit time.
In case you wish to send us some documents via post, please make sure to include the file number using the following format: "sinistre n°xxxxxx". Without this reference your documents will not be included to your file.
Mailing address:
- AWP P&C
Service Indemnisation Assurances - DOP01
Hotline
01 42 99 02 38
7 rue Dora Maar
CS 60001
93488 Saint-Ouen Cedex
Please note that sending the documents by post will necessarily increase the processing time of your claim due to the post transit time.
7. What type of document can I attach with my submission?
You may attach documents in the following formats:
- A screen shot (jpg, png, gif) for single sided copies
- A PDF document for double sided copies
8. I do not have access to a scanner. What should I do?
You will find some apps available for both Android and iOS. You can simply download one of them in the Google Play or Apple store and install it on your smartphone.
The following are some exemples of apps you may find.
Please note that those apps are not endorsed by AWP P&C in any way. AWP P&C may not be held responsible in the event of the unavailability of the an application, or in the event of a prejudice or loss suffered in conjunction with the usage of those applications.
The following are some exemples of apps you may find.
Please note that those apps are not endorsed by AWP P&C in any way. AWP P&C may not be held responsible in the event of the unavailability of the an application, or in the event of a prejudice or loss suffered in conjunction with the usage of those applications.
- Google Play: CamScanner, Scanner de documents PDF, Quick PDF Scanner Free
- Apple store: TinyScan, Mon Scanner, Fine Scanner, CamScanner Free
9. My PDF file is too big. What should I do?
There are several options for shrinking PDF files:
Go then to the printer infos and select the "Paper Quality" tab and then click on "Advanced": you can choose the printing resolution there.
By lowering the DPI before sending it to the printer you’ll be able to reduce the size of the file. However, please make sure that the document stays legible!
At the time of this writing, this website does not require you to enter personal info (email or name) and is free of charge.
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- Windows users:
Go then to the printer infos and select the "Paper Quality" tab and then click on "Advanced": you can choose the printing resolution there.
By lowering the DPI before sending it to the printer you’ll be able to reduce the size of the file. However, please make sure that the document stays legible!
- Mac users
- On the site http://smallpdf.com/compress-pdf
At the time of this writing, this website does not require you to enter personal info (email or name) and is free of charge.
Cancellation issues
1. In case of cancellation, who should I inform?
Should you have to cancel your trip, you must inform the the selling party immediately.
You may then file a compensation claim with AWP P&C within 5 working days.
For this you may go to https://indemnisation.mondial-assistance.fr/oss in order to file a claim via our secure servers. You will need to create a user account and follow the online filing procedure. Your policy number will be necessary to start the procedure. You will then receive an email with the proof of receipt for your claim, along with a list of supporting documents that you need to submit in order for your claim to be processed.
You may then file a compensation claim with AWP P&C within 5 working days.
For this you may go to https://indemnisation.mondial-assistance.fr/oss in order to file a claim via our secure servers. You will need to create a user account and follow the online filing procedure. Your policy number will be necessary to start the procedure. You will then receive an email with the proof of receipt for your claim, along with a list of supporting documents that you need to submit in order for your claim to be processed.
2. When should I cancel my trip?
The selling party must be informed of your impossibility to travel as soon as possible so as to minimize the fees. As a general rule, the later you notify of a cancellation, the larger the cancellation fees are.
3. I haven’t left yet and I broke my leg. What should I do?
You may then file a compensation claim with AWP P&C within 5 working days.
For this you may go to https://indemnisation.mondial-assistance.fr/oss in order to file a claim via our secure servers. You will need to create a user account and follow the online filing procedure. Your policy number will be necessary to start the procedure. You will then receive an email with the proof of receipt for your claim, along with a list of supporting documents that you need to submit in order for your claim to be processed.
For this you may go to https://indemnisation.mondial-assistance.fr/oss in order to file a claim via our secure servers. You will need to create a user account and follow the online filing procedure. Your policy number will be necessary to start the procedure. You will then receive an email with the proof of receipt for your claim, along with a list of supporting documents that you need to submit in order for your claim to be processed.
4. I cancelled my trip. Is everybody in my travelling party covered?
Coverage varies with the policy. Please refer to the « Conditions Générales » in your policy.
5. I do not wish to cancel, only modify the dates of my travel. What should I do?
For all modification requests, please contact the selling party.
6. Someone in my party is sick and will not travel. Can I be covered by the policy?
Coverage varies with the policy. Please refer to the « Conditions Générales » in your policy.
7. What is a cancellation fee?
When you cancel a booking, the party from which you have made the reservation may keep part or the whole of the amount you have already paid. The amount withheld is called cancellation fee.
8. How can I obtain a receipt for my cancellation fee I have paid?
Following the dispatch of your notice of cancellation, you must request a receipt for the cancellation fee to the selling party. This is a mandatory document in your claim file with AWP P&C.
9. What is the list of the documents I need to submit in case of cancellation ?
You should send us the following documents:
In case of sickness, including a medical condition in relation to a pregnancy or in case of a bodily injury:
In case of a medical contraindication to an immunization procedure, or to a medical procedure aiming to prevent a pathology:
In case of death:
In case of a re-sit exam:
In case of layoff:
In case of being hired:
In case of getting a paid internship:
In case of change of dates of already scheduled holidays:
In case of a professional transfer:
In case of major damage to your home:
In case of theft of official id:
In case of denial of tourist visa:
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- Confirmation of the booking which you have covered by the policy
- Receipt for the cancellation fee
- An official document stating the tie with the person who has made the cancellation, if applicable
- After an initial review of the claim, AWP P&C may request any other document it may see fit to document your claim
In case of sickness, including a medical condition in relation to a pregnancy or in case of a bodily injury:
- A complete medical file, including for instance: drug prescriptions, report of a physical or hospital stay.
In case of a medical contraindication to an immunization procedure, or to a medical procedure aiming to prevent a pathology:
- A medical certificate stating the reason of the contraindication.
- Any medical document bringing proof of the situation creating the contraindication
In case of death:
- Death certificate.
- Contact Info for the notary or lawyer handling the estate of the deceased policy holder.
In case of a re-sit exam:
- A copy of the re-sit exam notice.
- A copy of the adjournment notice or a grade report sheet stating the adjournment.
In case of layoff:
- A copy of the summons letter from the employer.
- A copy of the letter of dismissal.
In case of being hired:
- A recent document proving your previous unemployed status (a letter from Pole Emploi).
- A copy the new employment contract.
In case of getting a paid internship:
- A recent document proving your previous unemployed status (a letter from Pole Emploi).
- A copy the new internship agreement
In case of change of dates of already scheduled holidays:
- A copy of the previously work schedule showing the planned holidays.
- A copy of the pay slip on which is included a recap of the holidays for the month of the cancelled trip.
In case of a professional transfer:
- A signed copy of the amendment to your employment contract that states the time and the place of the transfer.
In case of major damage to your home:
- A copy of the acknowledgement of receipt of the damage report filed with the insurer of the damaged premises.
- In case of burglary, a copy of judicial complaint.
In case of theft of official id:
- A copy of judicial complaint.
In case of denial of tourist visa:
- A copy of the receipt for the payment issued by the consulate.
- A copy of the notice of denial bearing your name.
Luggage related issues
1. What should I do in case my luggage is lost, damaged or stolen?
In case your luggage is lost, damaged or stolen during transport, you need to get an affidavit from the carrier acknowledging their responsibility in the event.
In case of theft, you need to lodge a complaint with the local authorities within 48hrs.
In any case you will need to file for compensation with AWP P&C within 5 business days. You may file via the secure online server by following this link: https://indemnisation.mondial-assistance.fr/oss. You will need to sign up for a new user account, and follow the prompts. You will need to enter your policy or contract number. Once you have completed the initial procedure, you will receive an email with a list of supporting documents necessary to review your claim.
In case of theft, you need to lodge a complaint with the local authorities within 48hrs.
In any case you will need to file for compensation with AWP P&C within 5 business days. You may file via the secure online server by following this link: https://indemnisation.mondial-assistance.fr/oss. You will need to sign up for a new user account, and follow the prompts. You will need to enter your policy or contract number. Once you have completed the initial procedure, you will receive an email with a list of supporting documents necessary to review your claim.
2. What should I do in case my luggage is delivered late?
In case your luggage is delivered late, following a trip, you need to get an affidavit from the carrier stating the date and time the delivery actually occurred.
Should you have to support some expenses for the basic necessities due to the late delivery of your luggage, make sure to keep the receipts.
You will then need to file for compensation with AWP P&C within 5 business days. You may file via the secure online server by following this link: https://indemnisation.mondial-assistance.fr/oss. You will need to sign up for a new user account, and follow the prompts. You will need to enter your policy or contract number. Once you have completed the initial procedure, you will receive an email with a list of supporting documents necessary to review your claim.
Should you have to support some expenses for the basic necessities due to the late delivery of your luggage, make sure to keep the receipts.
You will then need to file for compensation with AWP P&C within 5 business days. You may file via the secure online server by following this link: https://indemnisation.mondial-assistance.fr/oss. You will need to sign up for a new user account, and follow the prompts. You will need to enter your policy or contract number. Once you have completed the initial procedure, you will receive an email with a list of supporting documents necessary to review your claim.
3. What supporting documents should I provide in case an insured item is damaged in my luggage?
In case your item is damaged by a carrier during the transportation:
In case of loss:
In case of damage:
In case delayed delivery:
In case of theft:
For jewellery, watches and items made of precious metals:
In case of theft in a vehicle:
In case of partial damage or total loss of your luggage:
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- The original P.I.R form (Constat d’Irrégularité Bagages) issued by the luggage service of the carrier.
- The original of the check in slip of the said luggage.
In case of loss:
- The original sale receipt for the lost item.
In case of damage:
- The original receipt for the repair of your item along with the original sale receipt of the item.
In case delayed delivery:
- An affidavit with the date and time of the actual delivery.
- The original sale receipt for goods covering the basic necessities.
In case of theft:
- The official complaint lodged with the local authorities.
- The original sale receipt for the item(s).
For jewellery, watches and items made of precious metals:
- Picture(s )and certified estimate(s) or affidavit(s) of value established by a certified professional of the field
In case of theft in a vehicle:
- The official complaint lodged with the local authorities.
- The original sale receipt for the item(s).
- The acknowledgement of receipt of a damage report filed with the insurance company or a vehicle condition report established upon return of the said vehicle to the rental office.
In case of partial damage or total loss of your luggage:
- A written statement from the tour guide or any other third party witness, and/or a medical certificate if the damage occurred while the beneficiary suffered a bodily injury.
- The original sale receipt for the item(s) along with a receipt for the repair of the item(s).
- A signed affidavit by a professional, stating that the item(s) is (are) damaged beyond repair, along with the original sale receipt for the item(s).
Delayed transportation issues
1. Which documents should I request from the airline company?
In case your flight has a delayed take-off, you need to obtain a document from the airline company stating the amount of the delay and its cause. We suggest that you obtain.
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Damage waiver issues
1. Which documents should submit in case of a damage to a vehicle covered with a damage waiver?
- A copy of the insurance policy.
- A copy of the rental agreement.
- A copy of the initial condition report of the vehicle and the one signed upon returning it to the rental office, which clearly indicates the damages that have occurred during the rental period.
- A repair estimate given by the body shop.
- A copy of the actual invoice for the repairs.
- The original invoice for the towing service which has not been covered by the rental agency.
- The accident report.
Complaints?
Should you have any complaint about the way your claim has been handled, your first step should be to inform your habitual claim handler in order to inform him/her of your dissatisfaction and to discuss with him/her any possible solution.
If the dissatisfaction persists, the following address should be used in order to send an official written complaint (*):
You will get an acknowledgement of receipt within 10 business days starting from the day the complaint was lodged, unless you receive a direct reply to your complaint within this time frame.
You will then receive a reply to your complaint within the 2 months following the date at which you lodged it. Should a compelling reason not to provide you with an answer appear, you will be kept informed within the same time period.
You may also send us your complaint via the following email address: contact-qualite@votreassistance.fr.
Please note that this email address may not be used to request assistance.
For AWP P&C policies, if the disagreement persists after all the possibilities for appeal have been exhausted with the insurance company, you may bring the case before an independent auditor by sending a letter to the following address::
The insurance companies signatory of the FFSA have established a procedure allowing the beneficiaries of an insurance policy to have access a mediation in order to settle disputes. This procedure is outlined in the 10 rules mediation charter of the FFSA which you may check at the following address:
https://www.ffa-assurance.fr/content/la-federation/notre-environnement/la-mediation-de-assurance
(*) A complaint is a statement of dissatisfaction of a customer towards a professional. A request for service or delivery or a request for information, explanation, or a request for advice is not a complaint (from recommandation 2011-R-05 dated of 15 december 2011 on complaint handling , issued by l’Autorité de Contrôle prudential).
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If the dissatisfaction persists, the following address should be used in order to send an official written complaint (*):
- AWP P&C
Traitement des Réclamations
TSA 70002
93488 ST OUEN CEDEX
You will get an acknowledgement of receipt within 10 business days starting from the day the complaint was lodged, unless you receive a direct reply to your complaint within this time frame.
You will then receive a reply to your complaint within the 2 months following the date at which you lodged it. Should a compelling reason not to provide you with an answer appear, you will be kept informed within the same time period.
You may also send us your complaint via the following email address: contact-qualite@votreassistance.fr.
Please note that this email address may not be used to request assistance.
For AWP P&C policies, if the disagreement persists after all the possibilities for appeal have been exhausted with the insurance company, you may bring the case before an independent auditor by sending a letter to the following address::
- Médiateur de la Fédération Française des Sociétés d’Assurance (FFSA)
- BP 290
- 75425 Paris cedex 09
- FRANCE
The insurance companies signatory of the FFSA have established a procedure allowing the beneficiaries of an insurance policy to have access a mediation in order to settle disputes. This procedure is outlined in the 10 rules mediation charter of the FFSA which you may check at the following address:
https://www.ffa-assurance.fr/content/la-federation/notre-environnement/la-mediation-de-assurance
(*) A complaint is a statement of dissatisfaction of a customer towards a professional. A request for service or delivery or a request for information, explanation, or a request for advice is not a complaint (from recommandation 2011-R-05 dated of 15 december 2011 on complaint handling , issued by l’Autorité de Contrôle prudential).
