First and foremost, we are very sorry for any difficulties you may have encountered during your service. As we want to make your experience as pleasant as possible, we want to do everything we can to help you make your complaint and to take it into account as soon as possible. Here are the steps to follow in case of damage during your service:
- Indicate your reservations in the consignment note
- Send us a letter confirming your reservations
- Gather all the documents that complete your file
1️⃣ Indicate your reservations in the consignment note
On the day, you must write, as clearly as possible, your reservations on the waybill. This document provided by our team at the end of each of our services allows you to indicate the details of your claim.❗️ Attention, this first step is absolutely essential in order to constitute an insurance file in case of damage. Therefore, make sure to fill in the consignment note before signing it.
2️⃣ Send us a letter confirming your reservations
Once the reservations have been made, we invite you to contact our customer service by filling out the form on our Help Center page. Do not hesitate to specify the nature of your request among the choices already proposed:
Report a missing item
Report a broken object
Report a degradation during the performance
📮 You must also send us a registered letter with acknowledgment of receipt within 10 days of the service to the following address:
60 rue François 1er
Just like the consignment note, this letter, in which you will have indicated all the complications encountered on the day of the accident, is essential to allow us to open your insurance file and start the procedures.
3️⃣ Gather all the documents that complete your file
Finally, if we have to ask you for them, do not hesitate to gather all the documents that could complete your file:
Purchase invoices for damaged goods (or proof of their value)
repair estimates if they are repairable or a certificate of non-repairability if this is not the case
photos of the damage caused
✉️ You can send them to us at the following address: [email protected]
Once we have received all the documents, please note that the time it takes to process your claim will depend on how long it takes us to compile your insurance file. The sooner you send us the necessary documents, the sooner we can send your file to our insurer. It may take a few days for the insurer to act.