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.

Vous avez un sinistre tel qu'un vol / vandalisme, dégât des eaux, un incendie, des dommages électriques et souhaitez le déclarer ?

Pour cela, nous vous invitons à.

  • Vous connecter à votre compte client.
  • Cliquer sur l'icône "Déclarer un sinistre".
  • Choisir le type de sinistre et remplir le formulaire.
  • Valider votre déclaration en ligne.

Dès la réception de votre déclaration, notre service indemnisation vous répondra dans les meilleurs délais.

La prise en charge de votre sinistre sera calculée en fonction de la formule retenue, de la franchise et du plafond maximal d'indemnisation. Vous serez ainsi informé(e) rapidement de l'indemnisation à laquelle vous avez droit.

En cas de difficultés dans l’application de votre contrat, si les réponses données par vos interlocuteurs habituels ne satisfont pas votre attente, vous pouvez adresser votre réclamation écrite à :

 

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

 

ADH s’engage à accuser réception de votre réclamation dans les 10 jours de votre réclamation et à vous apporter une réponse au plus tard 2 mois après votre réclamation.

Si le différend éventuel persiste ou si la réponse apportée ne vous convient pas, vous pouvez également contacter l’assureur de votre contrat.

 

En cas de désaccord persistant et définitif, vous avez la faculté, après épuisement des voies de traitement internes indiquées ci-dessus, de faire appel au Médiateur indépendant dont les coordonnées sont les suivantes : La Médiation de l’Assurance – TSA- 50110 75441 Paris Cedex 09 France, et ceci sans préjudice des autres voies d’action légale.

L’autorité chargée du contrôle de l’entreprise d’assurances est l’Autorité de Contrôle Prudentiel et de Résolution (ACPR) - 4 place de Budapest – CS 92459 – 75436 PARIS Cedex 09 - Site internet : www.acpr.banque-france.fr