Claims administration


Claims administration obeys to technical rules and specific procedures.

Naturally, everything is written in our contracts and a reminder is done in the customer area.

Here comes a recap:

  • A claim must be registered in specific time-frames (in general, 5 business days, 2 days if this is a theft)

  • Insurance claim must be correctly formalized :

    For water damage, a specific form, available in the customer area, must be used. It must be filled up by the policyholder and the neighbor (responsible or victim of the leak). At the same time, the leak must be repaired. If the leak is not repaired, the claim can not be solved. We are at your disposal to help you if such a damage happens to you.


    For Theft or Vandalism, a complaint must be made at the Police station and the original report (PV for « Procès Verbal ») must be sent by registered letter with acknowledgement of receipt. To be more precise, the report (PV) is made of two documents: Theft complaint (or « Récépissé de plainte ») and Initial offence review (or  « Compte rendu d’infraction initial »).


    The policyholder must add also:
    A damage report, written on paper, telling the date, circumstances and loss.
    A loss statement, written as a list, of each stolen object. Invoices of those objects has to be gathered in order to let expert assess the financial loss

  • Then, damage is assessed by an expert. His review decides what must be indemnified and to whom.

    In some cases (major claim, normal damage but involving several insurers), expertise is organized with a « contradictory nature ». It means that each person involved (tenant, owner, collectivity, insurers) is summoned under 21 days. This time limit can not be reduced and give to the expertise the possibility to  be enforceable against not present parties.
 
  • Once assessment is done and responsabilities identified, claim is indemnified.

    Compensations are given in 2 steps: 1 immediate payed compensation when expert’s report is received and 1 deferred payed compensation when justification documents (of repair works or replacement) are sent.

    We must add that compensation payment is not always meaning that claim is ended. For example, in water damage cases, a long drying time can be necessary.


The end of a claim depends on each party reliability. The contract quality is key. However, in a collective building, some differing opinions can slow the process.

You can count on our team of specialists to guide and help you if a claim happens to you.