Claims process
Here are the steps to follow to make a claim after a service.
So, here are the steps to follow if damage occurs during your service:
1️⃣ Note your reservations on the delivery note
On the day, you must note your reservations as clearly as possible on the delivery note. This document, provided by our team at the end of every service, lets you set out the details of your claim.
⚠️ Please note: this first step is absolutely essential in order to open an insurance file in the event of damage. Make sure you complete the delivery note carefully before signing it.
2️⃣ Send us a message confirming the issue
Once you’ve noted any issues, please contact our customer service team by filling in the form on our Help Centre page. Please select the option that matches your request:
- Report a missing object
- Report damage during the operation
- Make a claim
You must report the issue within 48 hours of the service being completed, detailing:
- The asset ID of the item in question
- A description of the issue
- Photos of the damage, where relevant
Once we receive your report, we will acknowledge it and open an investigation, which typically takes between 7 and 14 working days. This applies whether your claim is handled under standard liability or under an insurance claim. From there, we’ll follow up with you directly based on your specific case.
3️⃣ Gather all the documents that complete your file
Finally, in case we ask you for them, please gather all the documents that could help complete your file:
- the purchase invoices for the damaged goods (or proof of their value)
- repair quotes if the items can be repaired, or a certificate of non-repairability if they cannot
- 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 taken to process your claim will depend on how long it takes us to put your insurance file together. The sooner you send us the documents we need, the sooner we can pass your file to our insurer. The insurer may then take a few days to act.