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Our contracts are packages including at least Assistance, Medical expenses and public liability.

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The contract could be subscribe at all time before the departure.

The guarantees cease on the date mentioned on the application for membership or on the certificate of insurance, unless special provisions mentioned in the General Conditions of the contract subscribed. 

In the case of Plan Santé range contracts, the subscription can be made at the place of stay, with a waiting period or waiting period mentioned in the General Conditions of the contract subscribed.

In the case of the COURT SEJOUR contract offering a Trip Cancellation or Modification waiver included or optional, the subscription must reach us on the day of registration for the trip and at the latest the day before the entry into force of the cancellation schedule. provided by the Tour Operator and appearing on the order form. In the case of membership beyond one of these two dates, the Trip Cancellation or Modification guarantee will only apply to accidental events and to the exclusion of all Diseases. The other guarantees are acquired for the duration of the stay.

All physical person having concluded, for purposes outside the scope of his commercial or professional activity, a distance contract * has a period to surrender his contract, without having to justify any reason or to bear penalties. 

This provision applies exclusively to distance contracts *

The period of reflection or withdrawal is set at 14 days, from the conclusion of the contract, namely the date of subscription or membership until the day before the effective date of one of the guarantees of the contract. THE RIGHT OF RENUNCIATION DOES NOT APPLY : 

  • Travel and baggage insurance policies or similar short-term insurance policies with a duration of less than one month.
  • Guarantees with immediate effect, membership on the day of departure.


On free paper, by registered mail with acknowledgment of receipt (RA) sending an unambiguous declaration expressing its wish to retract, to the following address : 

AVA, Service Clientèle – 25, rue de Maubeuge, 75009 PARIS

We are at your disposition for any information, do not hesitate to contact us.

Send us your complaint by mail or email to : 

AVA, Service Réclamation
25 rue de Maubeuge
75009 Paris

The treatment details of your claim are the following : an acknowledgment of receipt will be sent to you within 10 days and you will receive a response within 60 days (except in the event of special circumstances leading to a longer processing time, which we will keep you informed).

In case of dissatisfaction with the conclusion or execution of a contract, the Insured or the Beneficiary may contact the Insurer by contacting his usual contact or the Customer Service at the address indicated in the General Conditions, at COMPLAINT – MEDIATION chapter.

In accordance with the regulations and as a member of PLANETE COURTIER (French Syndicate of Insurance Brokerage) we have the services of an independent mediator. Learn more

You can find there the contact details of our control authority 


4 Place de Budapest,
CS 92459
75436 Paris Cedex 09

  1. Management with a personal data nature

In France the personal data are protected by the law n°78-87 of the January 6th 1978, the law n° 2004-801 of the August 6th 2004 and the article 226-13 of the Penal Code, the European Directive of the October 24th 1995 as well as the General Data Protection Regulation (RGPD) of the April 27th 2016. 

1.1 Purpose of the collection 

Your data are collected and treated in a fair and lawful manner. They are collected with determined finalities, explicits and lawful. Only data that are helpful are collected. 

The collected data must be complete and correct. We reserved the right to sollitiate yourself in order to check the informations that you transmit to us and the due case, and complete file. 

Your data are collected for the following reasons : 

  • the development of studies or statistics to evolve our products;
  • contracting; 
  • the management of contracts from the pre-contractual phase to the execution;
  • the performance of the guarantees subscribed;
  • customer management and commercial prospecting;
  • the management of claims and litigation by our services;
  • the execution of the legal disposition, required and administrative in force, including the fight against money laundering and the fight against the financing of terrorism;
  • the fight against the fraud and the implementation of preventive action.

1.2 Licit of the treatment

The treatment of your data, pursuant to Article 6 of the General Data Protection Regulation of 27 April 2016, is based on :

  • your consent to the collection of personal data;
  • the performance of your contract or the performance of pre-contractual measures;
  • the need for treatment in light of the legitimate interests pursued by AVA

1.3 Recipients of the collection

The collected data could be use by AVA. They could be transmit to the to the personnel in charge of the handover, the management and the execution of the contracts, to our partnerships and mandatories. If necessary, the collected data may be transmitted to co-insurers and reinsurers as well as professional bodies and guarantee funds.

Any personal information of the user of the site www.ava.fr is published unknown to the user, exchange, transfer, collapse or sell on a support to a third party. Only the assumption of redemption of AVA and its rights would allow the transmission of such information to the prospective purchaser who would in turn be given the same obligation to store and modify data with respect to the user of the site www.ava.fr

1.4 Collected informations

Provision of data and possible consequences of non-provision of these data:

The mandatory or optional nature of your answers and the possible consequences of a lack of response are specified during their collection.

In case of misrepresentation or omission, the consequences may be the nullity of the contract subscribed (Article L.113-8 of the Insurance Code) or the reduction of compensation paid (Article L.113-9 of the Insurance Code).

1.5 Your rights: Rights of access, rectification, deletion, limitation, portability, opposition and decide the fate of your data upon your death

In accordance with the provisions of articles 38 and following of the law 78-17 of January 6th, 1978 relative to the computing, the files and the liberties, and articles 15 to 21 of the RGPD, any user disposes :

  • a right of access to his data: allows you to obtain information concerning the processing of your personal data as well as a copy of this data;
  • a right to rectify your data: allows you to obtain the correction of your personal data inaccurate or incomplete;
  • a right to the erasure of its data: is a right to be forgotten allowing you to obtain the erasure of your personal data;
  • a right to limit the processing of his data;
  • a right to portability of personal data: allows you to receive personal data about you or to transfer to a third party;
  • a right to object to the processing of your personal data: allows you to oppose the processing of your personal data;
  • a right to digital death: is a right that allows you to set guidelines regarding the fate of your personal data after your death.

1.6 Data retention

AVA is engage to don’t keep your data beyond the time necessary for the purposes for which they are processed.

If you subscribe to an insurance contract with an AVA Partner Insurer, your personal data are kept by AVA for 10 years after the end of your contract.

With regard to recruitment, data retention does not exceed two years after the last contact with the candidate.

1.7 Withdrawal of consent and exercise of rights

When your consent has been collected for the processing of certain data, you may withdraw your consent to the processing of such data at any time.

You may exercise these rights by making a written and signed request, accompanied by a copy of the identity document with the signature of the holder of the document, specifying the address to which the reply must be sent to AVA :

  • By post : AVA Service Clientèle, 25 rue de Maubeuge, 75009 Paris ;
  • via a contact form : https://www.ava.fr/contact/

In case of persistent disagreement concerning your data, you have the right to seize the National Commission Informatique et Libertés (CNIL) at the following address :

3 Place de Fontenoy
TSA 80715
75334 PARIS CEDEX 07

1.8 Security of the data

AVA implements the appropriate technical and organizational measures in accordance with the state of the art to ensure the security of personal data transmitted, stored or processed in order to protect them against destruction, loss, loss or tampering, unauthorized disclosure or unauthorized access, accidentally or unlawfully.

However, the secrecy of Internet exchanges is not guaranteed. It is up to each user to take all appropriate measures to protect their own data (including their identifiers and passwords) and the equipment they use from contamination by potential malware.

  1. Using of the cookies cookies

2.1 Definition and purpose of cookies

The navigaiton on the website www.ava.fr is likely to cause the installation of cookie (s) on the user’s computer. A cookie is a small file, which does not allow the identification of the user, but which records information relating to the navigation of a computer on a site. The cookies are registered on your computer and consequently we never keep the cookies in our system and we don’t communicate that to a third party. The data obtained aimed at facilitate the navigation on the site and has are also intended to allow various measures of attendance and a better understanding of patterns of use. 

2.2 The types of cookies using on the website

  • cookies of the session
  • cookies of a third party 
  • permanents cookies 

2.3 Acceptance of cookies and consequences of refusal

After the reading from our information banner, you have the possibility to accept or refuse cookies.

The refusal to install a cookie may result in the impossibility of accessing certain services. The user can however configure his computer to refuse the installation of cookies :

Under Internet Explorer™ : http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies
Under Safari™ : http://www.apple.com/fr/privacy/use-of-cookies/
Under Chrome™ : http://support.google.com/chrome/bin/answer.py?hl=fr&hlrm=en&answer=95647
Under Firefox™ : http://support.mozilla.org/fr/kb/Activer%20et%20d%C3%A9sactiver%20les%20…
Under Opéra™ : http://help.opera.com/Windows/10.20/fr/cookies.html
Under Opéra™ : http://help.opera.com/Windows/10.20/fr/cookies.html

2.4 Term of validity of your consent

The validity period of your consent to cookies can not exceed 13 months. At the end of this period, your consent will be requested again, AVA undertakes not to extend the life of cookies.