The online insurance
for holiday rentals!

holidaymakers
owners
professionals
Claims
processed
in 48 hours!
Cancellation, damage to property, civil liability, interruption, nonconformity: take out 24-hour insurance cover in a few clicks!

Frequently asked questions FAQ

Is the owner, the agency or the guest the one who has to take out Assur-Lodge insurance?

There are several ways to take out Assur-Lodge insurance:

  • the guest personally takes out the policy on the assure-lodge.com site and pays the premium directly,
  • the owner (in the case of direct owner – guest rental) can take out the insurance policy on the guest’s behalf. The latter then receives subscription confirmation, his file number and a password by mail. The owner then adds the cost of the insurance premium to the cost of rental of his property,
  • the estate agency may propose that its clients should take out the Assur-Lodge insurance policy, by creating a client account in the “Insure a rental” section of the assur-lodge.com site. It then fills in a subscription form to Assur-Lodge insurance, on the guest’s behalf, and will then charge the premium to the rental invoice.

In all events, the guest bears the cost of the insurance.

Why take out an Assur-Lodge insurance policy?

Assur-Lodge insurance is highly recommended because, unfortunately, nobody is immune to:

  • having to cancel or curtail their holidays at the last minute,
  • discovering a house, villa, chalet, etc. that does not match the description of the rented property,
  • discovering that the rented property does not exist!
  • breaking a table, a door, a window … during their stay at the rental accommodation.

Assur-Lodge insurance covers most cases of cancellation, which are not caused by you. In plain language, everything is insured except a change of mind!

Why should you propose Assur-Lodge insurance to a guest / a customer?

You propose an additional, first-rate service to your guests and, in doing so, you enhance your image, because, as you know, nobody is immune to:

  • having to cancel or curtail their holidays at the last minute,
  • discovering a house, villa, chalet, etc. that does not match the description of the rented property,
  • discovering that the rented property does not exist!
  • breaking a table, a door, a window … during their stay at the rental accommodation.

And in addition:
Assur-Lodge refunds your clients within only 48 hours!
You keep 100% of the sums received!
Assur-Lodge takes care of the customer relationship and the refunds in your place!

Is potential damage covered in case of breakage, when no incoming or outgoing inventory has been carried out?

Yes, with Assur-Lodge insurance, the guest is covered in case of breakage or broken glass. The total amount of damage is consequently refunded to the owner.

Is it necessary to take out supplementary insurance when cover is already provided by your bank card?

Yes, it is highly recommended to take out supplementary insurance because the cover proposed by bank cards is very limited and you have to have paid your rental with your card to be able to benefit from it.

Some bank cards cover cancellation of stays in the event of death or serious illness only.
Furthermore, processing conditions and times vary greatly and are often long.
Lastly, the amount of cover is not so high as with a private insurance:

  • For medical expenses abroad: € 11,000 only for Visa blue cards.
  • For cancellation: only gold cards contain a slight cancellation insurance.
  • etc.

It is highly recommended to carefully consult the contract conditions of bank cards.

At what time should you take out Assur-Lodge insurance?

Insurance should be taken out at the same time as the rental OR within 5 days after booking. In all events, 30 days at the latest before the rental start date.

You must reside in Europe (Country of the European Union, Switzerland, Norway, Principality of Monaco, or overseas department [DOM]).
The duration of your rental may not exceed 3 months running.
The maximum amount of the rental shall not exceed € 15,000.
The policy covers the subscribed benefits throughout the whole world.

When several persons rent a property together, does each participant have to take out an insurance for it to be effective?

Our insurance covers fellow guests at the stay up to a number of 9 persons. One subscription is therefore enough for the entire rental. In fact, if one of participants should cancel, and if the others no longer wish to leave for that reason, the rental would then be refunded in full.

What are the benefits of the Assur-Lodge policy?

The main benefits of the Assur-Lodge policy are:

  • cancellation insurance: in the event of cancellation by the guest or by the owner, we refund the amounts that the guest has paid (to the rental agency or to the owners) to said guest.
  • interruption of stay insurance, if the guest is forced to leave early, we refund to him the overnight stays not used on a pro rata temporis basis.
  • Civil liability and third-party claims: if the guest incurs material damage and/or bodily injury during the rental period, we bear the cost of the resulting expenses.
  • damage to property, broken glass, other damage: there again, we cover the costs caused by such damage. We refund the value of his damaged possessions to the guest. And we refund the total amount of damage to the owner.
  • nonconformity or fraudulent rental insurance: the guest is covered in the event of an “unpleasant surprise” on arrival if the rented property does not match its description, or if it does not exist! In both cases, we compensate the guest for the sums incurred and, in addition, we offer a night in a hotel per person.

The details of the cover included in the Assur-Lodge policies are described in the general insurance conditions on the site www.assur-lodge.com.

How is an insurance premium paid?

It is paid securely and directly in our assur-lodge.com site at the time of online subscription.

It is also possible to request a registration form at the following address: info@assurlodge.fr.

The applicant can then settle by cheque payable to Gritchen Affinity, and send it by post to the following address: Gritchen Affinity – 27 Rue Charles Durand – CS70139 – 18021 BOURGES Cedex – France.

What is the procedure to be followed to cancel a stay?

  • The agency or the owner must be immediately informed,
  • Next, rental cancellation must be notified within five business days, except in exceptional circumstances or cases of majeure:
    • by Internet, via the site : http://www.assur-lodge.com/apply for a refund/
    • or by e-mail to: sinistres@assurlodge.com (claims)
    • or by fax to 09.72.28.76.92
    • or by letter to:
      GRITCHEN AFFINITY
      Claims Department
      CS 70139
      18021 BOURGES cedex

Who may notify cancellation?

The only person empowered to notify rental cancellation is the person who took out the insurance policy.

How are you aware of the progress of your claim file?

It is possible, at any time, to follow the progress of a claim on www.assur-lodge.com by using the file reference.

What is an excess?

An excess is the amount that remains to be paid by you in the event of cancellation. The excess is a fixed amount or a percentage, which appears on the general insurance conditions.

How do you prove that you are properly insured?

When you notify the claim online on assure-lodge.com, you must send the invoice and/or the booking form indicating the insurance subscription date and the amounts paid.

What is a cancellation scale and where is it to be found?

When a rental is cancelled, all or a part of the price of the cancelled services, called cancellation fees, continues to be borne by the subscriber. Those fees are calculated according to a scale indicated in the general conditions of sale of the owner of the rented property. The closer the date of departure, the higher the amount.

Why do you have to fill in a medical questionnaire even though you have a medical certificate?

In the case of cancellation because of illness, you need to have the doctor fill in a medical questionnaire. The medical certificate only contra-indicates departure.
Whereas the medical questionnaire sets out the pathology in detail and so makes it possible to ask for the medical evidence that substantiates the pathology.

Is cancellation insurance valid for persons travelling with the policy holder?

Yes. Cancellation insurance covers the persons accompanying the policy holder, within the limit of 9 persons.

What is the procedure to be followed in the event of an early interruption of stay?

  • The agency or the owner must be immediately informed,
  • Then, rental cancellation must be notified within five business days, except in exceptional circumstances or cases of force majeure:
    • by Internet, via the site: http://www.assur-lodge.com/apply for a refund/
    • or by e-mail to: sinistres@assurlodge.com
    • or by fax to 09.72.28.76.92
    • or by letter to:
      GRITCHEN AFFINITY
      Claims Department
      CS 70139
      18021 BOURGES cedex

How do you benefit from that cover?

If the stay has started and has to be interrupted by reason of one of the grounds covered by the policy.

What is refunded in the event of interruption of stay?

The overnight stays not used on a pro rata temporis basis.

Are not refunded: the insurance premium, the contractual excess and incidental expenses (processing costs, visa fees, etc.).

In the case of a flat rental, water damage occurred during the stay and spoiled one of the guest’s clothes. What must he do?

He must notify the damage to the owner of the rented property. The owner’s insurance is going to cover the damage caused by his property.

In the case of a flat rental, one of the guests breaks the coffee table in the lounge during his stay. What must he do?

He must notify the damage to the owner of the rented property. Next, he must notify the damage on the assur-lodge.com website while making a claim for a refund, and provide all the evidence proving damage (photos, statement to the police, report filled in with the owner).

The amount of the damage will be directly refunded to the owner by Assur-Lodge insurance.

In the case of a flat rental, the picture window shattered while it was being closed. What must the guest / policy holder do?

He must notify the damage to the owner of the rented property. Next, he must notify the damage on the assur-lodge.com website while making a claim for a refund, and provide all the evidence proving damage (photos, statement to the police, report filled in with the owner).

The amount of the damage will be directly refunded to the owner by Assur-Lodge insurance.

Rental accommodation does not comply with its description provided at the time of booking. What must you do?

You have to fill in a claim for a refund on the www.assur-lodge.com website, while providing all the evidence proving nonconformity (initial invoice, description of the property on internet – on the site where the property was booked – photos on internet vs photos taken on the spot, declaration on your honour, police report).

Rental accommodation does not exist in reality! What must you do?

You have to fill in a claim for a refund on the www.assur-lodge.com website, while providing all the evidence proving fraud (initial invoice, statement of your bank account on which the payment of the service appears, police report, declaration on your honour).

One of the guests breaks a leg during the stay. Whom must he contact for his repatriation?

He must contact MUTUAIDE ASSISTANCE at +33.01.45.16.43.76 while indicating the Assur-Lodge policy number 78 891 885.

A guest’s health requires repatriation. How is his return organised?

We organise and take charge of the return home or transport to the hospital nearest to home and/or most suited to providing the care required by his state of health.

In that case, if he so wishes, we can then organise his return home, as soon as his state of health permits. He must contact MUTUAIDE ASSISTANCE at +33.01.45.16.43.76 while indicating the Assur-Lodge policy number 78 891 885.

Examples

I have just rented a flat for 10 days from a private individual. I take out an insurance policy with Assur-Lodge.

I am forced to cancel my stay.

30 days before departure, my husband has a car accident. We are no longer able to leave.

  • You notify the real estate agency or the owner of the rented property.
  • You notify Assur-Lodge of your cancellation within 5 days after the accident in question,
    • by Internet, via the site: http://www.assur-lodge.com/apply for a refund/
    • or by e-mail to: sinistres@assurlodge.com
    • or by fax to 09.72.28.76.92
    • or by letter to:
      GRITCHEN AFFINITY
      Claims Department
      CS 70139
      18021 BOURGES cedex
  • You can follow your file on www.assur-lodge.com
    On receipt of your complete file, you are compensated within 48 hours for the amounts you paid (minus the excess and any processing fees).

I have to interrupt my stay.

We have started our stay, our main residence has just been burgled and we have to go home.

  • You notify the real estate agency or the owner of the rented property.
  • You notify Assur-Lodge of your cancellation within 5 days after the burglary of your main residence,
    • by Internet, via the site: http://www.assur-lodge.com/apply for a refund/
    • or by e-mail to: sinistres@assurlodge.com
    • or by fax to 09.72.28.76.92
    • or by letter to:
    • GRITCHEN AFFINITY
    • Claims Department
    • CS 70139
    • 18021 BOURGES cedex
  • You can follow your file on www.assur-lodge.com. On receipt of your complete file, you are compensated within 48 hours for the overnight stays not used on a pro rata temporis basis.

I am ill and my state of health does not allow me to return home all on my own.

I have an accident at my holiday location. My state of health does not allow me to take my vehicle to drive home.

  • You immediately contact the assistance number: MUTUAIDE ASSISTANCE at +33.01.45.16.43.76 while specifying the Assur-Lodge policy number 78 891 885. You will receive a repatriation number.
  • The company will then take care of your repatriation.

Neither my mandatory health care scheme (CPAM, RAM [health care and social security offices]…) nor my mutual insurance company has refunded my medical expenses.

  • You immediately contact the assistance number: MUTUAIDE ASSISTANCE at +33.01.45.16.43.76 while specifying the Assur-Lodge policy number 78 891 885. You receive an assistance number.
  • OR you send your claim by mail to assistance@mutuaide.fr.
  • You send the proof relating to your claim for a refund (the initial bills for medical expenses + breakdowns of reimbursements by the mandatory scheme and your supplemental health insurance).
  • If the company has organised your repatriation, you also return your initial tickets (your train or airline tickets, etc.).