Question 1

Can I be reimbursed in a currency other than the euro?

Accepted Answer

Yes, reimbursement can be made in another currency, by transfer to a bank account abroad. The amount is then converted at the applicable exchange rate.

Question 2

I do not have a French bank account, how can I be reimbursed?

Accepted Answer

Without a French bank account, we can reimburse you into an account abroad. We cover the cost of sending the transfer; any receiving charges are left for you to pay.

Question 3

Do I need to send original documents for my claim?

Accepted Answer

For claims above €500, yes: the Medical Service needs the originals. For claims submitted through the secure platform, keep your originals for two years, as they may be requested.

Question 4

How do I send my supporting documents?

Accepted Answer

For a claim below €500, submit your supporting documents through the ACS secure platform. Above €500, send the reimbursement claim form together with the original documents by post to the ACS Medical Service, 153 rue de l’Université, 75007 Paris, France.

Question 5

Which documents should I send to have my medical expenses reimbursed?

Accepted Answer

Following the procedure set out in the general terms and conditions of your policy, include all your medical documents, not just your invoices: paper treatment forms (feuilles de soins), the doctor’s invoice, the diagnosis, pharmacy invoices and proof of payment. The more complete your file, the faster it is processed.

Question 6

I have lost the reimbursement claim form, where can I find it?

Accepted Answer

The link to the reimbursement claim form appears in the general terms and conditions of your policy. You can also ask an ACS Customer Service Advisor for it.

Question 7

How do I submit a reimbursement claim with ACS Expat CFE?

Accepted Answer

Your reimbursement claims go through your personal account on the CFE website, under “Mes remboursements”. If you use your carte Vitale (French Social Security card), the information is sent automatically; otherwise, upload the paper treatment form (feuille de soins) given to you by the healthcare professional. Once the CFE has processed the claim, our health claims administrator collects the information and calculates the top-up provided for under your policy: you then receive a single statement covering both shares.

Question 8

How do I submit a reimbursement claim with ACS Expat?

Accepted Answer

For a claim of €1,000 or less (or $1,000, depending on your policy currency), email scanned supporting documents to the health claims administrator. Above that amount, send the original documents by post to the health claims administrator. In every case, include your itemised invoices, proof of payment, prescriptions, the diagnosis or medical report, and the completed reimbursement claim form.

Question 9

How long does it take to process a medical expenses claim?

Accepted Answer

Once your complete file has reached our offices in Paris, allow 5 to 10 working days for processing.

Question 10

I have incurred medical expenses, how will they be reimbursed?

Accepted Answer

Pay for your treatment, then send your reimbursement claim to ACS with all your supporting documents (the doctor’s invoice, the diagnosis, the pharmacy invoice and proof of payment). Costs below €500 can be submitted through the secure platform; above that, you need to send the original documents by post.

Question 11

Can I get a refund on my premium if my visa is refused?

Accepted Answer

Yes, if the request is made before the policy start date. If your visa is refused, the refund is made on production of supporting evidence, less a charge of €20.

Question 12

Who is PROTEGAT Cover, the health claims administrator?

Accepted Answer

PROTEGAT Cover is the health claims administrator for your ACS Expat CFE policy. It handles the administrative side of your policy: arranging direct billing, in particular for hospital stays, supporting you with your treatment and processing your reimbursement claims. You can reach it by telephone on +34 936 282 937 or by email at gestion@protegatcover.com, Monday to Friday from 9am to 6pm, Barcelona time.

Question 13

Who is Euro-Center, the health claims administrator?

Accepted Answer

Euro-Center is the health claims administrator for your ACS Expat policy. It processes your reimbursement claims, coordinates direct billing, in particular for hospital stays, and can in some cases pay your medical costs up front. It is available 24 hours a day, seven days a week, by telephone on +66 (0)2 569 0225 or by email at acs@euro-center.com.

Question 14

How does the extended stay benefit work?

Accepted Answer

If a hospital stay means you have to extend your stay beyond your planned return date, Globe Traveller covers your return ticket as well as €80 per night, up to 15 nights. This cover requires the prior agreement of the assistance service.

Question 15

The medicines I need are not available where I am, can they be sent to me?

Accepted Answer

Yes. If, following an unforeseen event, you can no longer obtain locally the medicines essential to ongoing treatment, Globe Partner covers the cost of sending them. The cost of the medicines themselves is left for you to pay.

Question 16

Am I reimbursed if my identity documents are lost or stolen with Globe Partner?

Accepted Answer

No, Globe Partner does not offer cover for the loss or theft of your identity documents. If your means of payment or your travel ticket are stolen, however, you can use the cash advance benefit.

Question 17

What does legal assistance cover?

Accepted Answer

If you are prosecuted for an unintentional breach of local law, Globe Partner covers your legal representatives’ fees up to €3,000, and can advance a bail bond of up to €7,000. The bail bond advance must be repaid within one month of our request.

Question 18

What is the cash advance benefit?

Accepted Answer

If your means of payment or your travel ticket are stolen or lost, Globe Partner can grant you a cash advance of up to €700, against a signed acknowledgement of debt. You undertake to repay the advance within three months.

Question 19

What does the search costs benefit cover?

Accepted Answer

Globe Partner covers search costs at sea or in the mountains, up to €3,000, following an event that put your life in danger. Only costs invoiced by a company approved for these activities are reimbursed.

Question 20

Can a relative handle my reimbursement claims for me?

Accepted Answer

As an adult, you must handle your reimbursement and direct billing requests yourself, in order to protect medical confidentiality. The assistance service and the Medical Service remain available to help you.

Question 21

Can a relative join me if I am admitted to hospital under ACS Expat?

Accepted Answer

Yes, under the Assistance Plus option, which is not included in the standard cover. If that option has been taken out and your condition does not allow or does not require repatriation, a member of your family receives a return ticket in economy class by air or by train, provided your hospital stay locally exceeds six consecutive days. Their hotel costs, room and breakfast only, are covered up to €80 per night, for a maximum of 10 nights. This benefit only applies if no adult member of your family is present locally.

Question 22

Can a replacement colleague be sent out if I have to return during a work assignment?

Accepted Answer

Yes. If you cut your work assignment short, if you are repatriated or if you are admitted to hospital locally, ACS Missions covers the additional travel costs of a replacement colleague, so that the assignment can continue. This benefit is included in Pack A and in Pack B. The conditions and limits are set out in the general terms and conditions of your pack.

Question 23

What happens if my flight is delayed during a work assignment under Pack A of ACS Missions?

Accepted Answer

Pack A provides a fixed payment for a delay of more than 4 hours, of €200 per person and €1,000 per event. It applies to the hotel night, breakfast, meals, refreshments and local transfers, on production of supporting documents, and only applies if the transport company refuses to provide them. The cover must have been taken out on the day the trip was booked or the ticket bought, or at the latest 24 hours before the flight departs. You must provide a document from the airline stating the originally scheduled arrival time and the actual arrival time, and send your file to the ACS Claims Department within one month of your return.

Question 24

Which cancellation reasons are covered by Pack A of ACS Missions?

Accepted Answer

The cancellation cover under Pack A is based on a closed list of reasons, to the exclusion of any other. It covers, among others:

serious illness, serious bodily injury or death, affecting you or certain relatives named in the general terms and conditions,
complications arising from pregnancy,
a contraindication to vaccination or the after-effects of one,
redundancy.
Some reasons require the name of the person concerned to have been given when the policy was taken out, for example that of your professional replacement. The full list and the conditions that apply are set out in the general terms and conditions of Pack A.

Question 25

Who should I contact if I need repatriation assistance with ARE?

Accepted Answer

Contact the assistance service, available 24 hours a day, seven days a week, whose contact details appear on your insurance certificate and in the general terms and conditions of your policy, received by email when you took out cover.
You must obtain its prior agreement before incurring any expense.

Question 26

Who should I contact for an assistance request?

Accepted Answer

For any urgent assistance request, such as an accident or an evacuation, contact the assistance service, available 24 hours a day, seven days a week immediately, whose contact details appear in the general terms and conditions of your policy. Contact this service before incurring any expense, so that cover can be confirmed under the terms of your policy.

Question 27

Do you cover costs relating to a delayed flight?

Accepted Answer

Yes. If your transport is delayed by more than 4 hours, Globe Traveller covers your meal, transfer and first-night costs, up to €150 per person, on production of supporting documents.

Question 28

A close relative has died and I want to come home, what should I do with Globe Traveller?

Accepted Answer

Globe Traveller covers your early return if a member of your close family dies, at actual costs incurred, based on a first-class rail ticket or an economy-class scheduled flight. Contact the assistance service before incurring any expense; its contact details appear on your insurance certificate.

Question 29

What is the Personal Accident benefit?

Accepted Answer

The Personal Accident benefit pays a lump sum in the event of accidental death or permanent disability following an accident. The lump sum is €8,000 for accidental death and can reach €30,000 for total permanent disability.

Question 30

If I am in hospital, can a relative come to my bedside with Globe Partner?

Accepted Answer

Yes. If your hospital stay prevents you from being repatriated within 7 days, Globe Partner covers the travel costs of a relative joining you as well as their hotel costs: a return ticket and €80 per night, up to 8 nights. This benefit does not apply if a member of your close family is already on site.

Question 31

Can I speak to the assistance service doctors?

Accepted Answer

Yes. The assistance service doctors are there to advise you on a medical problem and to give their opinion on covering hospital costs. You will find their contact details on your insurance certificate.

Question 32

Is my medical data protected by medical confidentiality?

Accepted Answer

Yes. The processing of your medical data is subject to medical confidentiality. At ACS, as at the insurer and the assistance service, a dedicated and authorised team handles this data, in particular for your reimbursement claims.

Question 33

What is medical confidentiality?

Accepted Answer

Medical confidentiality covers all the information about a patient that a doctor becomes aware of. It is a general and absolute obligation: a doctor cannot pass your medical data to anyone other than you, apart from the exceptions provided for by law.

Question 34

Does Pack A of ACS Missions cover cancellation of the assignment before departure?

Accepted Answer

Yes, Pack A includes cancellation cover, which Pack B does not. It applies to deposits and any sums retained by the travel organiser when you are obliged to cancel before departure, up to €10,000 per person and €20,000 per event, after an excess of €30 per person. Administrative fees, visa fees, the insurance premium and all taxes are excluded. The cover is only valid if the policy is taken out at the same time as the flight booking or before the cancellation charges scale starts to apply, and only the reasons listed in the general terms and conditions give rise to compensation.

Question 35

What should I do if I am admitted to hospital with France Long Stay Cover?

Accepted Answer

If you are admitted to hospital, contact the ACS Medical Service to arrange cover, Monday to Friday from 9am to 6pm. Outside those hours, contact the assistance service, whose contact details appear on your insurance certificate.

Question 36

What should I do if I am admitted to hospital with Europax?

Accepted Answer

For a hospital stay, a surgical procedure or medical treatment, a request for prior approval must be sent to the insurer: it includes a medical report and a detailed estimate of the treatment. You can also request direct billing to avoid paying up front. The contact details of the department concerned appear in the general terms and conditions of your policy.

Question 37

What should I do if I need assistance?

Accepted Answer

Contact the assistance service, available 24 hours a day, seven days a week, as soon as your situation falls under an assistance benefit. You will find its contact details on your insurance certificate.

Question 38

What should I do if I am admitted to hospital?

Accepted Answer

If you are admitted to hospital (more than one night), contact the assistance service, available 24 hours a day, seven days a week. Its doctors liaise with the medical team and can arrange direct billing of your costs. You will find its contact details on your insurance certificate.

Question 39

Am I reimbursed if my identity documents are stolen with Globe Traveller?

Accepted Answer

Yes, if they are stolen. The baggage cover pays the cost of replacing your passport, identity card and driving licence if they are stolen, up to €2,000 per policy and after an excess of €30. Two conditions apply: you must have reported the theft to the nearest police authorities immediately, and made a declaration against receipt at the nearest French Embassy or Consulate. Loss of your documents is not covered. If your means of payment are lost or stolen, a cash advance of up to €700 can also be granted.

Question 40

What does wear and tear mean?

Accepted Answer

Wear and tear is the loss in value of an item due to its age or use. For a baggage claim, your compensation is calculated on the replacement value of the item, less an allowance for wear and tear.

Question 41

My baggage is not delivered at the destination airport on the outbound journey, what happens?

Accepted Answer

If your baggage is delayed by more than 24 hours on the outbound journey, Globe Traveller reimburses your purchases of essential items, on production of supporting documents, up to €150 per policy.

Question 42

The airline has damaged or lost my baggage, what should I do?

Accepted Answer

Report the damage or loss to the transport company immediately in order to obtain a report and their compensation: our cover is paid on top of theirs. Then send your claim notification to ACS within three months, together with the report, the carrier’s reimbursement letter and your supporting documents.

Question 43

What is excluded from the baggage cover on the Globe Partner policy?

Accepted Answer

In particular, the following are not covered: valuables (jewellery, cameras, audio and video equipment, musical instruments, professional and computer equipment, phones), fragile items, cash and documents (passport, identity card, travel tickets, bank cards), as well as sports equipment, glasses and contact lenses. The full list appears in your general terms and conditions.

Question 44

Which documents do I need to provide for a baggage claim?

Accepted Answer

Your claim notification must reach the ACS Claims Department within three months of the carrier’s reimbursement. It must include, in particular: the receipt for the police report in the event of theft, the report drawn up with the carrier, the list of items given to the airline, the carrier’s reimbursement letter and proof of purchase for the items concerned. The exact procedure is set out in the general terms and conditions of your policy.

Question 45

Is my baggage covered under Pack A of ACS Missions?

Accepted Answer

Yes, Pack A includes baggage cover, which Pack B does not. It covers your baggage, belongings and personal effects in the event of theft, total or partial destruction and loss while in transit with a transport company, up to €5,000 per person and €10,000 per event, with valuables limited to 50% of the amount of cover. If your baggage is returned to you more than 24 hours late on the outbound journey, essential purchases are reimbursed up to €600 per person, with no accumulation with the other benefits under this cover. The exclusions are set out in the general terms and conditions of Pack A.

Question 46

What does the baggage cover on the Globe Partner policy include?

Accepted Answer

The baggage cover protects your baggage and personal belongings only during the outbound and return journey, while they are in the care of the transport company, in the event of theft, destruction or loss. Reimbursement, capped at €1,150, is paid on top of the carrier’s own compensation, on production of supporting documents and based on the replacement value, less an allowance for wear and tear.

Question 47

Am I covered if I cause damage during my professional activity?

Accepted Answer

No, personal liability cover does not cover damage, whether bodily injury or damage to property, caused in the course of your professional activity.

Question 48

I have damaged someone else’s property, am I covered?

Accepted Answer

This type of claim can be covered under personal liability, depending on the circumstances. To report it, send your supporting documents to the ACS Claims Department, by email to servicesinistres@acs-ami.com or by post (153 rue de l’Université, 75007 Paris).
The detailed procedure is set out in the general terms and conditions of your policy.

Question 49

Am I covered as a tenant of my accommodation?

Accepted Answer

No, our personal liability cover does not include tenant’s liability. To be covered in your accommodation, take out home insurance that includes personal liability.

Question 50

Are items entrusted to me during my internship covered by Globe Partner?

Accepted Answer

Yes, up to €11,500. The personal liability cover under the Globe Partner policy extends to items entrusted to you as part of an internship covered by a formal agreement. Outside that context, items entrusted to you are not covered. An excess of €100 per file and per claim applies to the personal liability cover. The details are set out in the table of benefits in the general terms and conditions.

Question 51

Does personal liability cover me when I rent accommodation?

Accepted Answer

No. ARE personal liability does not cover damage relating to renting accommodation. For that, you need to take out home insurance, which covers tenant’s risks.
If you are a student in France, we recommend looking at our student home insurance, designed specifically to meet your cover needs in your accommodation.

Question 52

How do I make a personal liability claim after an incident?

Accepted Answer

Report the incident within 5 working days (except in cases of force majeure). Do not accept any admission of liability or any settlement without the prior written agreement of ACS.

Question 53

Does student personal liability cover me if I have a vehicle accident?

Accepted Answer

No. ARE personal liability does not cover damage caused by the use of a motor vehicle (car, motorbike or scooter).
If you rent or buy a vehicle in France, you must take out motor insurance with motor third-party liability, which will cover any damage you cause to third parties in a road accident.

Question 54

How do I notify a personal liability claim?

Accepted Answer

Send your claim notification to the ACS Claims Department, by email to servicesinistres@acs-ami.com or by post (ACS - Service Sinistres, 153 rue de l’Université, 75007 Paris). Include your membership number, a copy of your passport and the documents describing the circumstances and the amount of the damage.
The detailed procedure is set out in the general terms and conditions of your policy.

Question 55

I have unintentionally injured someone, what should I do?

Accepted Answer

Send ACS a detailed account of the circumstances of the claim. The injured person’s insurer usually sends a quantified claim for damages to your insurer, and bodily injury and damage to property are covered under your personal liability benefit. The detailed procedure is set out in the general terms and conditions of your policy.

Question 56

Am I covered for driving a vehicle?

Accepted Answer

No. Personal liability cover does not cover damage relating to the use of a motor vehicle (car, motorbike or scooter). If you have a road accident, your medical treatment may still be covered under the medical expenses benefit, depending on your policy.

Question 57

Am I covered for personal liability during my work assignment under Pack A of ACS Missions?

Accepted Answer

Yes, Pack A includes personal liability cover, which Pack B does not. It applies to the financial consequences of bodily injury and damage to property that you cause accidentally to a third party, together with any consequential loss directly arising from it, up to €4,500,000 per event, and €75,000 per event for damage to property and consequential loss alone. An excess of €100 per file and per claim applies. Exclusions include intentional damage, damage arising from the use of motor vehicles, boats, aircraft or weapons, damage caused to buildings that you own, rent or occupy, and damage resulting from fire, water damage, implosion or explosion.

Question 58

Does the personal liability cover under Globe Partner Students cover damage to my student accommodation?

Accepted Answer

No. The personal liability cover under the Globe Partner Students policy does not cover damage that you cause by fire, explosion or water damage. These risks come under a separate policy, such as student housing insurance. The full exclusions for the personal liability cover are set out in the general terms and conditions of the policy.

Question 59

Am I covered for personal liability during my internship with Globe Partner?

Accepted Answer

Yes. The personal liability cover for your private life under the Globe Partner policy also applies during an internship covered by a formal agreement. It covers bodily injury and damage to property that you cause accidentally to someone other than a member of your family, together with any consequential loss arising from it. Damage arising from any professional activity, however, remains excluded. The amounts, the excess and the exclusions that apply are set out in the general terms and conditions of the policy.

Question 60

What does the student personal liability cover on the ARE policy include?

Accepted Answer

ARE personal liability covers the financial consequences of damage you accidentally cause to third parties in your private life, including during an internship covered by a formal agreement: up to €4,575,000 for bodily injury, damage to property and consequential loss combined, and €76,000 for damage to property alone. An excess of €80 applies per claim.

Question 61

What is personal liability cover?

Accepted Answer

Personal liability cover protects you when you unintentionally cause bodily injury or damage to property to a third party during your stay. It does not apply to intentional damage.

Question 62

A close relative has died and I want to come home, what should I do with Globe Partner?

Accepted Answer

Contact the assistance service: if a member of your close family dies, Globe Partner arranges and covers your additional travel costs so that you can attend the funeral, where your original return ticket cannot be used.

Question 63

Am I evacuated in the event of an epidemic or a pandemic under ACS Expat?

Accepted Answer

An epidemic or a pandemic does not prevent the evacuation and repatriation cover of the ACS Expat and ACS Expat CFE policies from applying. The usual conditions apply: your condition must require a transfer and local medical facilities must not have the capacity to provide the appropriate treatment. The decision rests with the Medical Advisor of the assistance provider, who takes into account only medical requirements and the health regulations in force. The conditions are set out in the general terms and conditions of the policy.

Question 64

After a medical evacuation, is my return to the country of expatriation covered by ACS Expat?

Accepted Answer

Yes. Your return to the country of expatriation once your condition has stabilised is covered at 100% of the actual costs incurred, under the standard cover rather than an option. When the assistance provider arranges your transport or your repatriation, you must return your original travel tickets, which become its property. The conditions are set out in the general terms and conditions of the policy.

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