Making a claim on your home insurance policy

Claims are managed directly by Crédit Agricole's insurance subsidiary Pacifica and should be reported rapidly after the event. 

Once you have sent your claim, a member of the insurance claims department from Pacifica will contact you directly. 

How to make your home insurance claim:

You can declare and follow your claim in your personal online banking. 

Select “Mes assurances” and "Déclarer un sinistre".

After selecting the contract in question, you will need to provide the following details:

  1. A quelle date a eu lieu votre sinistre ? - complete the date of the event.
  2. Y a-t-il un/des blessé(s)? - confirm "yes" or "no" if anyone was injured.
  3. Pouvez-vous nous décrire en quelques lignes des circonstances et la nature des dommages ? - describe the circumstances and details of your claim (you can do this in English if you prefer).
  4. Pouvez-vous nous préciser la plage horaire à laquelle vous souhaitez être contacté ? - confirm when you can be contacted. If you wish to be contacted on a UK number, add it in this section of the form.
  5. A quel numéro pouvons-nous vous appeler ? - complete here with your French contact number. If you do not have a French number, complete with 10 zeros.

Click "Envoyer ma Déclaration" to send the details to Pacifica.

You can make your claim directly through "Ma Banque" by clicking on "Assurances" and "Mes sinitres". You can also make your claim on our dedicated insurance app "Mes Assurances" by clicking on the contract and then "Déclarer/suivre un sinistre".

After selecting the contract in question, you will need to provide the following details:

  1. Vous avez subi un sinistre ? - select the type of damage:
    1. Dégâts des eaux: water damage
    2. Dommages électriques: electrical damage
    3. Bris de glace: broken glass (window, etc…)
    4. Tempête inondation: storm or flood
    5. Vol vandalisme: theft or vandalism
    6. Incendie: fire
    7. Autres: other
  2. Présence de blessés ? confirm "yes" or "no" if anyone was injured.
  3. Date du sinistre - complete the date of the event.
  4. Circonstances - explain the circumstances of the claim (160 characters max).
  5. Photos - attach photos of the event for experts to review.
  6. Votre numéro de téléphone - complete here with your French contact number. If you do not have a French number, complete with 10 zeros.
  7. Vos disponibilités - confirm your availability for a callback. If you wish to be contacted on a UK number, add it in this section of the form.

You can then review and click “Envoyer” to send the details to Pacifica

Once your claim has been registered with Pacifica, you will be given the details of the expert managing your claim. Any future correspondence in respect of your claim should be made directly with Pacifica.

 

Assistance services

If required, you can contact Pacifica's assistance services by telephone:

  • Calling from France: 0 800 810 812 
  • Calling from abroad: +33 (0)1 41 85 97 97

They can be contacted from Monday to Friday, 9am to 6pm (French time), and on Saturdays, 9am to 4pm (French time), excluding bank holidays.

When calling Pacifica's assistance services, you will hear a welcome message:" Bienvenue chez Pacifica assistance" and you will need to say “Habitation” (property). 

You should hold until an advisor answers and you may then request to speak in English.

If the advisor who has answered the call is not English-speaking then they will transfer the call. If the English-speaking advisor is not available, your details will be taken and you should be called back the same day, or the following day if your call is received after 5pm (French time).

The house and contents insurance policy is provided by PACIFICA, a property and casualty insurance subsidiary of Crédit Agricole Assurances. PACIFICA, S.A. with fully paid-up capital of 455 455 425€, a company governed by the French Insurance Code. Head office: 8-10 Boulevard de Vaugirard - 75724 Paris Cedex 15. 352 358 865 RCS Paris - VAT number: FR 95 352 358 865.

The guaranteed events and conditions are specified in the contract. This policy is distributed by your Crédit Agricole Regional Branch, which is registered with ORIAS as an insurance broker under number 07 022 868. Details of your branch’s insurance broker status are available at www.mentionscourtiers.credit-agricole.fr or at your regional bank.

You have a legal right of withdrawal when taking out a policy following sollicitations and/or distance selling.

Free download and access to the ‘Mes Assurances’ application, excluding communication costs depending on operators. PACIFICA, a non-life insurance subsidiary of Crédit Agricole Assurances. PACIFICA, S.A. with fully paid-up capital of €455,455,425, a company governed by the French Insurance Code. Registered office: 8-10 Boulevard de Vaugirard - 75724 Paris Cedex 15 - RCS Paris 352 358 865 - VAT No.: FR 95 352 358 865.