During the COVID-19 epidemic, La Médiation de l'Assurance expressly requests that referrals to the Ombudsman be made electronically (on the website) and not by post.

Do you wish to make a complaint? Here are the steps to follow.

1. Contact your usual contact person  

Quality of service is at the heart of our commitments, but if you wish to make a complaint about the services provided by our company, you can contact your usual contact person.

2. If you are not satisfied with the answer provided 

You can contact our complaints department using the form below


The contact details of our complaints department are as follows:

  • APRIL International Care France - Service Courrier - 1, rue du Mont - CS 80010 - 81700 Blan – France
  • Our offices: APRIL International Care France- 14, rue Gerty Archimède - 75012 PARIS

Processing time 

For your information, our partner insurers have entrusted us with the handling of complaints. We will do our best to provide you with an answer within ten working days from receipt of the complaint and undertake to keep you informed of the progress of the processing of your complaint within this same period if, for reasons beyond our control, this period is extended.

3. If the disagreement persists and no amicable solution can be found 

You may refer the matter to the competent Mediator at the following address La Médiation de l'Assurance - TSA 50110 - 75441 Paris Cedex 09 - FRANCE, le.mediateur@mediation-assurance.org

In any event, the Mediator can only be contacted after having at least contacted our Claims Department. These steps have no effect on the other legal means of recourse available to you. 

If the contract was taken out remotely via the Internet, you can also refer the matter to the competent ombudsman by filing a complaint on the platform of the European Commission for dispute resolution accessible at the following address: http://ec.europa.eu/consumers/odr/

We inform you that the data collected for the processing of your complaint is processed by our company for the purpose of monitoring the processing of complaints and may only be communicated to the insurer, its reinsurers and the APRIL holding company, as well as to our partner service providers for the implementation of your guarantees.
The information collected is essential for the registration, management and execution of memberships by APRIL International Care France, the insurers or their agents. You have a right of communication, rectification, opposition and deletion of data concerning you.