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:

  1. Log in with your account number (11 digits) and personal code (6 digits).
  2. Click on “Mes assurances” and "Déclarer un sinistre".
  3. Select the insurance contract in question and provide the following details:

    1. A quelle date a eu lieu votre sinistre: Enter the date of the event.
    2. Y a-t-il un/des blessé(s): Confirm, with "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.
    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: Enter your French telephone number. If you don't have a French number, type 06 00 00 00 00.
    6. Click on "Envoyer ma Déclaration" to send the details to Pacifica.

Log in with your personal code (6 digits) and click on "Insurance" and "My claims". 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: Enter 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: Enter your French telephone number. If you don't have a French number, type 06 00 00 00 00.
  7. Vos disponibilités: Enter your availability for a callback. If you wish to be contacted on a UK number, add it in this section of the form.
  8. Click on "Envoyer ma Déclaration" 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).

 

Last updated: 05th October 2026

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.

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