FAQ

I wish to defer stay, but the price of the stay during the period I wish to leave and the cost of insurance are more expensive. What is covered by Campez Couvert ?

Campez Couvert covers the costs of modification or deferral up to a maximum of 20% of the amount of the stay.

In addition, the Campez Couvert insurance taken out with the original booking can be carried over to your next booking, for the amount declared.

I'm insured and I want to declare a claim. What do I need to do?

To declare a claim, go to http://www.declare.fr/declare-sinistre. You will then be asked to enter the policy number given with your insurance certificate or contract number and your surname. You can then complete the information requested and add your supporting documents.

How can I obtain information on the progress of my claim?

If you have any queries about your file, you can go to www.declare.fr/consult-sinistre. You will need to enter your claim number and your name in order to access your file. If you are unable to find the information you require, please send us an email to declare@gritchen.fr with details of your claim. Be sure to include your claim reference in the subject line of your email.

I am insured and would like to receive my insurance certificate. Where can I find it?

Your insurance certificate was sent to you by email when you signed up. If you can't find it, please check your spam folder. If you don't find it in your e-mails or spam, you can ask to receive it again! Go to www.declare.fr/find-my-number > Then enter your email address and the dates of your stay. An email will then be sent to you with your insurance certificate and the General Terms and Conditions of the policy you have taken out.

I've booked a stay with cancellation insurance and I'd like to know what grounds for cancellation are covered. Where can I find them?

To find out the reasons for the insurance cover you have taken out, we invite you to consult the complete general conditions of the insurance and the guarantees. If, after consulting the general conditions of the insurance, you still cannot find the reasons for coverage, please contact us at mailto: infocontrat@gritchen.fr

Je suis assuré et je souhaite recevoir les conditions générales d’assurance du produit souscrit, où les retrouver ?

The general insurance terms and conditions for the product you purchased have been sent to you by e-mail along with your insurance certificate. If you cannot find this e-mail, please check your spam. If you do not find it in your e-mail or in your spam, you can ask to receive it again! Go to http://www.declare.fr/find-my-number > Then enter your e-mail address and your dates of stay. You will then receive an e-mail with your insurance certificate and the general insurance conditions of the contract you have taken out.

I am insured and would like to know my policy number. Where can I find it?

Your policy number is shown on the insurance certificate sent to you by email when you took out your policy. This number begins with "SO-..." and is followed by a series of digits. If you can't find it, you can ask to receive this certificate again by email by going to www.declare.fr/find-my-number > Then enter your email address and your dates of stay. An email will then be sent to you with your insurance certificate and the General Terms and Conditions of the policy you have taken out.

I'm insured and I'd like information on the policy I've taken out (cover following an epidemic, confinement, risks, closed restaurants, etc.). Where can I get it?

For full details of your contract, we recommend that you refer to the insurance notice (general terms and conditions of insurance) sent to you by email when you took out your policy. If you still cannot find the information you need, please contact our underwriting department at infocontrat@gritchen.fr, giving us your policyholder number or your insurance contract number.

I have changed the dates of my stay with my landlord and/or campsite. Can I change the dates of my insurance?

If your stay is postponed, you can change the dates of your insurance at the same time. To do this, please send us an e-mail to infocontrat@gritchen.fr with your new rental contract or booking voucher and your new dates of stay so that we can update your subscription.

I am a foreign customer and can no longer travel to the place where I am due to stay because the borders have been closed. Will my stay be reimbursed by Campez Couvert?

Campez Couvert does not cover cancellation or modification in the event that you are unable to get to the place of your stay due to an epidemic (including Covid 19).

Does the customer have to pay the difference in insurance in the event of a deferral of their stay because of Covid 19?

In the event of a deferral of the stay, the Campez Couvert insurance taken out with the original booking can be carried over to your next booking for the amount initially declared.

If the amount of your stay is higher than the amount initially declared and you wish to cover it in full, you will have to pay an additional insurance premium corresponding to the additional cost of your new stay.

I have signed my Campez Couvert contract, but I have not had a telephone appointment to set up the insurance.

You should contact our sales department to set up your booking system and management software: supportclient@gritchen-affinity.com or call 02.48.27.50.78 (choice 4).

I have just had my first bookings that include cancellation insurance and I do not have any management software.

You must log on to your Partner Space before the 30th of the month to declare the insured stays.

I use Ctoutvert for my online bookings and I don't have any management software. How will the declarations of insured stays be managed ?

On the 30th of the month, Campez Couvert retrieves the internet bookings with an immediate deposit payment by bank card You must therefore declare in your Partner Space the stays booked directly by post, telephone, email and the stays booked on your site with a deferred payment (transfer, cheque, etc.).

I have just completed the first month of my Campez Couvert partnership. How do I pay you the insurance premiums ?

You will receive your invoice and the form by email between the 5th and 10th of the month following your subscriptions. If you have not received this invoice, check your spam mail or send us a request by email to comptabilite@gritchen-affinity.com or call 02.48.27.50.78 (3).

I have just received my Campez Couvert invoice, and I have found some inconsistencies.

You should contact our sales department so that we can review the your software settings: at supportclient@gritchen-affinity.com or call 02.48.27.50.78 (4).

I need to make changes to an insured stay. How do I do this?

You should connect to your Partner Space, click the “Insurance - List of subscriptions” tab, and modify your stays. If you encounter any problems, do not hesitate to contact the sales department by email supportclient@gritchen-affinity.com with the modifications to be made.

A holidaymaker has contacted me to cancel their stay. What should I say?

You should tell them that they have 5 days to declare their cancellation to our compensation service by email sinistres@gritchen-affinity.com on the Campez Couvert website or by post to Gritchen Affinity - Service Indemnisation Campez Couvert - CS70139 - 18021 Bourges Cedex.

Send them a certificate of cancellation fees (available in your Partner Space) or directly in your management software as well as a copy of their contract or their booking confirmation (available in your Partner Space).

A holidaymaker cancels. Do I refund the money they paid me?

No, you should keep the sums paid by your holidaymaker. On receipt of their complete file, we will compensate your holidaymaker within 48 hours of receipt of the supporting documents.

I'm preparing my new season. I'm still sending catalogues or contracts by post and would like to attach a document on insurance.

We provide you with a Campez Couvert library in your Partner Area. Feel free to view and download the documents for your website.

You can ask us for flyer prints by email at supportclient@gritchen-affinity.com.

I have a group of 15 people who wish to book mobile homes and need cancellation insurance. Is the Campez Couvert product suitable ?

No, it isn't. The Campez Couvert product guarantees rentals with a maximum of 9 people. You can activate the group guarantee in your Partner Area in order to offer our Campez Couvert Groupe product.

For more information, do not hesitate to contact us at supportclient@gritchen-affinity.com or at 02.48.27.50.78 (choice 4)

I have a reception room on the campsite that I offer for rent for family events. Do you have a cancellation guarantee for this service?

You can activate the Event Cancellation product in your Partner Area For more information, do not hesitate to contact us at supportclient@gritchen-affinity.com or at 02.48.27.50.78 (choice 4)