Frequently asked questions

At any time, you can find your home insurance certificate in your personal space.

All you need to do is:

• Login to your customer account.
• Go to the "MY SUBSCRIPTIONS" section.
• With regard to the current contract, download your home insurance certificate in PDF format by clicking on the icon.

Following a modification of your contract (e.g. change of address, change of formula, addition or deletion of a co-tenant), you will receive an email within 15 minutes with your new and updated home insurance certificate including all your changes.

At any time, you can find your home insurance certificate in your personal space.

All you need to do is:

• Login to your customer account.

• Go to the "MY SUBSCRIPTIONS" section.

• With regard to the current contract, download your home insurance certificate in PDF format by clicking on the icon.

No. Our contract only guarantees students; even for civil liability, children are not covered.

You can modify your contract directly online in your personal space, for the following reasons:

• Change of address (Move).

• Change of formula.

• Addition or deletion of one or more co-tenants (maximum of 5).

In any case, it is not necessary to subscribe again.

All you need to do is:

• Login to your customer account.

• Go to the "MY SUBSCRIPTIONS" section.

• With regard to the current contract, modify your subscription by clicking on the icon.

• Make the necessary changes.

• Make the payment online (only the supplement if necessary)

You retain the benefit of the payment of your first membership, and only pay the difference between the price of the new contract and the price of the initial subscription.

A simple change of address following a move (with no change in the formula or number of rooms) does not entail any costs.

Likewise, there is no charge for updating your email address or telephone number.

In the event of damage to the front door and/or window following a theft or attempted theft and if you have taken out theft coverage, there is an accumulation of insurance between your coverage and that taken out by your landlord.

An insurance agreement makes it possible to resolve the difficulties associated with this accumulation in that it defines the insurer who is responsible for covering damage depending on its amount.

• If the repair cost is higher than €1,600 excl. VAT, the landlord’s insurer will be responsible for the damages.

• If the repair cost is lower than €1,600 excl. VAT, the tenant’s insurer will be responsible for the damages.

According to Article 1315 of the Civil Code, the person claiming performance of an obligation must prove it.

This legal principle gives rise to the obligation for the insured person to provide proof of the materiality of his damage. Thus, it is imperative to take photographs and keep the damaged property for examination by the expert.

During the phone call, you will be given information on the procedures for investigating the claim and the documents to be provided in order to manage the file. NB: the file will only be registered on receipt, in the dedicated inbox, of the incident declaration form duly completed and signed by yourself and subject to the provision of student cards and/or school certificates for the occupants of the dwelling, valid on the date of the incident.

In general, the water damage guarantee in an insurance policy does not cover the costs of repairing the leak (except for the repair of pipes damaged due to freezing). When an incident occurs it is therefore up to you to ask the owner whether the lease contract specifies that the repair costs are to be paid by you or the landlord.

In order for the file to be recorded and processed by the incident department, the following must always be provided: 

• the completed and signed incident declaration form,

• student cards and/or school certificates for the occupants of the dwelling, valid on the date of the incident.

Do you have a claim, such as theft/vandalism, water damage, fire or electrical damage, and would like to report it?

To do so, we invite you to.

- Log in to your customer account.

- Click on the "Make a claim" icon.

- Choose the type of claim and fill in the form.

- Validate your claim online.

As soon as we receive your claim, our claims department will get back to you as soon as possible.

The amount of your claim will be calculated on the basis of the formula chosen, the deductible and the maximum compensation limit. You'll be informed as soon as possible of the compensation to which you are entitled.

If you encounter difficulties in the application of your contract, or if the answers given by your usual contacts do not satisfy your expectations, you can send your complaint in writing to :

ADH Service Réclamations, 300 rue de Lille – Bâtiment B – 59520 MARQUETTE-LEZ-LILLE
EMAIL : contact us

ADH undertakes to acknowledge receipt of your complaint within 10 days of your complaint and to provide you with a response within 2 months of your complaint.

If the dispute persists, or if you are not satisfied with the response, you can also contact your policy insurer.

In the event of a persistent and definitive disagreement, you have the option, after exhausting the internal channels indicated above, of appealing to the independent Mediator, whose contact details are as follows: La Médiation de l'Assurance - TSA- 50110 75441 Paris Cedex 09 France, without prejudice to other legal remedies.

The authority responsible for supervising the insurance company is the Autorité de Contrôle Prudentiel et de Résolution (ACPR) - 4 place de Budapest - CS 92459 - 75436 PARIS Cedex 09 - Website:  www.acpr.banque-france.fr