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.
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.
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.
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.
Service Indemnisation Assurances - DOP01
01 42 99 02 38
7 rue Dora Maar
93488 Saint-Ouen Cedex
Should you wish to send medical information confidentially, please specify « A l’attention du Médecin Conseil » on the envelope.
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.
- 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:
The PDFCreator software is going to install a virtual printer allowing to save documents as PDF. All you need to do is open the PDF file (with Acrobat Reader for instance) and then hit "PRINT" and then choose the PDFCreator printer in the dialog box.
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!
Open the PDF document with "Preview" and then go to "save as..." and then "reduce file size". A new smaller file will be then created.
Simply drag-and-drop the PDF file you wish to shrink. The conversion should start automatically. When it is completed, you will see a "Download file now" option. Click on it in order to get your smaller PDF file.
At the time of this writing, this website does not require you to enter personal info (email or name) and is free of charge.