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FAQ – Before Signing Up
Is my residence eligible for the Etudassur policy?
Your residence must already be listed in our database. When signing up, type its name into the search field: if it appears in the list, you can continue.💡 Can’t find your residence? Email contact@etudassur.fr. If your residence is missing, it can be added quickly (usually within 15 minutes once the request is processed).
What contract terms are available?
Fixed-term contracts available: 3 months, 6 months, 12 months. Minimum term: 3 months — no monthly or weekly contracts. Some contracts are offered as 4- to 6-month packages: in this case, whether you stay for 4 or 6 months, the rate is the same and the maximum term shown will be 6 months.💡 No automatic renewal. If you leave before the end of the term: exit inspection → contract termination + pro-rated refund.
Can I have my contract start on the same date as my lease?
No. In insurance, retroactive coverage is not possible. Your policy begins today at the earliest, even if your lease started earlier.⚠️ If your lease has already begun, you have been without coverage since the start of the lease. Since home insurance is mandatory in France, sign up now.
What coverage is included? What is the difference between the plans?
Both plans include:
Tenant Liability — damage caused to the rental property
Personal Liability — damage caused to third parties (includes remote work)
Water damage, fire, explosion
24/7 assistance (including lock replacement)
Bed bugs — coverage limit of €250 (after a 2-month waiting period)
Computer equipment/furniture — replacement value if less than 2 years old
XXL Plan only:
Glass breakage
Lost keys — €100 limit, no deductible
Bicycle theft — €300 limit, no deductible (see conditions below)
⚠️ Not covered: electric scooters, damage due to age or wear and tear, broken computers with no identifiable cause, rented or borrowed bicycles.
Structural damage to the building → the landlord’s PNO insurance.
Is there a deductible on the coverage?
There is a general deductible on certain property damage coverages. However, the following coverages have no deductible: Civil Liability (tenant and personal liability), Glass Breakage (XXL plan), Lost Keys (XXL plan), Bed Bugs, and Bicycle Theft. The Personal Theft coverage has a €50 deductible. 💡 Details on deductibles can be found in your Special Conditions, available in your customer portal.
How does the bicycle theft coverage (XXL plan) work?
The bicycle theft coverage applies to two situations: A bicycle stolen from your residence’s secure bike storage area; A bicycle secured with a U-lock or folding lock more than 100 meters from your residence. Maximum coverage: 250€, with no deductible. Documents required in the event of a claim: police report + receipt for the bike + receipt for the lock.🚫 Not covered: rented or borrowed bikes (even for long periods), bikes located within 100 meters of your residence but not in the secure bike storage area. The coverage requires that you be the owner of the bike.
My apartment has bed bugs—am I covered?
Yes, under both plans—but with a 2-month waiting period starting from the date of enrollment. You cannot file a claim for bed bugs during the first 2 months of the policy. Coverage limit: €250 for pest control costs.⚠️ If you take out the policy while your home is already infested, the claim will not be covered (since the infestation occurred before the policy was taken out).
I'm living in a coliving space or shared apartment—how does it work?
In a coliving situation, you can purchase a policy for a single room (T1). Your policy covers your private space AND the shared rooms—coverage is extended to the common areas on a pro-rata basis according to the number of occupants.💡 There’s no need to purchase a policy covering the entire apartment. A T1 policy is sufficient.
My discount code isn't working
Check the terms of use for your code: Most codes are valid only for 12-month contracts (or 7- to 12-month contracts, depending on the code) Codes are valid only for new subscriptions—not if you’ve already had an Etudassur contract. Some codes are tied to a specific residence. Enter the code when reviewing your information during the sign-up process. 💡 If the code appears to be valid but isn’t accepted, try entering it without spaces and check for capital letters. Contact us with a screenshot if the problem persists.
Can I pay monthly or by bank transfer?
No. We only accept full payment by credit card at the time of subscription. No monthly payments, and bank transfers are not accepted.
I paid, but I haven't received my contract/confirmation
Several possible causes: Payment pending: Your bank hasn’t approved the transaction yet—please wait 24 hours. If you don’t receive a confirmation, the payment will be declined and you won’t be charged. Transaction declined: The payment attempt failed on the bank’s end—please try again, possibly using a different browser or incognito mode. Email in spam: The confirmation may be in your spam folder. 💡 If you’re unsure, send us a screenshot of your bank statement showing the last 4 digits of your card—we’ll check our system.
Does my policy cover my electric scooter?
No. Our home insurance policies do not cover electric scooters. There are specific insurance policies designed for motorized personal mobility devices (MPDs).
I rent from a private landlord—can I get insurance through Etudassur?
The Etudassur policy is available only for listed student housing facilities. For private housing or a traditional shared apartment, we refer you to our partner Léocare, which specializes in these types of accommodations. You can be redirected to their site from ours.💡 Are you moving from a student housing facility to private housing while your policy is still in effect? Contact us—we can provide you with a quote from Léocare.
A blown light bulb or a routine maintenance issue—is it covered?
No. Home insurance covers accidental damage. A faulty light bulb, peeling paint, or any routine maintenance is the tenant’s legal responsibility—not the insurance company’s. These situations do not constitute a claim.
Why has my rate gone up compared to last year?
Effective January 1, 2025, the government has increased the “terrorist attack” and “natural disaster” taxes, leading to higher insurance rates. For example, the Essential plan has gone from €55 to €58. In addition, a promotional code used when first signing up may not be renewed.
Am I covered if I'm traveling abroad?
Yes, within certain limits. Your policy includes coverage for up to 90 days away from home, as well as full repatriation assistance if medically necessary.
FAQ – Contract Management
What can I do on my own through my customer portal?
The vast majority of tasks can be completed on your own at www.etudassur.fr—without having to contact us. Log in using the email address and password you used when you signed up. Here’s what you can do from your customer portal:
📄 Download your MRH certificate at any time
💼 Generate a remote work certificate in just a few clicks
📍 Generate a proof of address
🔢 Change your apartment number (same residence, same type)
🏠 Change your residence (student housing or young professionals only)
🚨 File a claim and upload your supporting documents
📅 Correct the effective date of your policy (within 7 days of signing up)
🔄 Take out a new policy (renewal)
↩️ Cancel within 14 days of signing up
🚪 Cancel your policy at the end of your lease
💡 Forgot your password? Use the “Forgot Password” option on the login page—the link will be sent to the email address you used to sign up.
⚠️ Changes to your plan or first/last name: not available via self-service → contact contact@etudassur.fr.
How do I get proof of residence?
✅ Generate it from your customer portal at www.etudassur.fr — instantly, in just a few clicks. The Etudassur proof of address is an official document that lists your name, address, and the coverage period of your policy. It is accepted as proof of address by most government agencies. 💡 If you need a specific format or if the document is not accepted, contact contact@etudassur.fr.
I haven't received my insurance certificate
The MRH certificate is automatically sent by email once payment is confirmed (to you and your residence manager).💡 Check your spam folder. It can also be downloaded at any time from your customer portal → “My Documents.”
I need a certificate of remote work or for my internship
Remote work is automatically covered by your personal liability insurance. Please send us: Company name or internship organization Full address We will send the certificate back to you via email. 💡 Valid for internships, employment, and regular remote work. Also available in English under “civil liability certificate for remote work internship.”
I'm moving to a different apartment or changing my address within the same building
Three scenarios depending on your situation: Same residence, same type of housing (studio → studio): Make the change directly through the customer portal. Same residence, different size (studio → 2-room apartment): A new contract is required. Different listed residence: contact us at contact@etudassur.fr — we’ll issue an amendment. Unlisted residence: current coverage cannot be transferred — sign up for Léocare if it’s private housing. 💡 Always specify whether your new residence is still a studio and the date of the change.
I want to change my plan after signing up
You cannot change the plan of a current contract. Procedure: Cancel the current contract if ≤ 14 days → full refund. Sign up for a new contract with the desired plan. ⚠️ After 14 days, cancellation is no longer possible—no full refund. Early termination results in a prorated refund only.
There is an error on my certificate (name, apartment number, etc.)
Please contact us at contact@etudassur.fr with your contract number (ETUxxxxxxxx) and the requested correction. The corrected certificate will be issued within 24 business hours.
I made a mistake regarding the start date of my contract
The dates of an existing policy cannot be changed. Procedure: Take out a new policy with the correct start date. Contact us to cancel the old policy and receive a full refund. 🚫 Reminder: Insurance policies are not retroactive—the start date cannot be earlier than today.
How do I cancel my contract before it expires?
Send your move-out inventory report to contact@etudassur.fr along with your contract number. Cancellation + pro-rated refund to the card used for payment. For cancellation under the Hamon Law (after 1 year): cancellation takes effect one month after the request. Your coverage remains active during that month.💡 If your contract is set to expire very soon, it will end automatically—no action is required.
I want to cancel my contract (14-day cancellation period)
Legal withdrawal period: 14 days from the date of enrollment. Contact contact@etudassur.fr with your policy number. Full refund within 14 business days.🚫 Once your withdrawal is processed, all coverage is immediately terminated. Your certificates are no longer valid.
My contract is about to expire. How do I renew it?
Log in to your customer account at www.etudassur.fr and sign up for a new policy. You can do this before your policy expires, and it will take effect on the date you choose. Minimum term: 3 months.⚠️ It is not possible to extend an existing policy by just a few days. If you need additional coverage, the minimum term is 3 months.
I can't log in to my customer account
Login page → “Forgot your password?” → enter the email address you used to sign up. If the problem persists: contact@etudassur.fr with your contract number.💡 Make sure you’re using the email address you used to sign up, not a secondary address.
I'm looking for my invoice or payment receipt
The membership form you received by email serves as your invoice. It contains full details of the premium paid. If you need the bank payment receipt, please contact us at contact@etudassur.fr and we will send it to you.
FAQ – Claims
I have water damage, but my home insurance won't cover the damage to my home—why?
This is the most frequently asked and most misunderstood question. The answer boils down to one rule: in furnished student housing, you are not responsible for damage to the unit. The IRSI Agreement—Explained Simply In France, insurance companies have signed an agreement among themselves called IRSI (Indemnisation et Recours des Sinistres Immeuble). It defines who pays for what in the event of water damage in a rental building. The main rule: in furnished rentals (which is the case for almost all student housing), it is the non-occupant landlord’s insurance (PNO)—that is, the residence’s insurance—that covers damage to the unit itself (walls, floors, ceilings, and provided fixtures).
What your Etudassur policy covers in this case:
Your damaged personal belongings (clothing, computer, personal furniture)
Damage you may have caused to a neighbor (tenant liability)
Under IRSI Tier 1: the deductible is waived—you pay nothing.
What your policy does not cover in this case: Repairs to the walls, floors, and ceilings of the residence → the residence’s PNO insurance
Repair of the leak itself → the landlord or PNO insurance
Replacement of furnishings provided by the residence (bed, desk, etc.) → PNO insurance.
💡 In practice: If you experience water damage, report it immediately to your residence’s property manager and fill out the accident report form with them. Their insurance will handle the claim.
How do I file an insurance claim?
Send the following to contact@etudassur.fr: policy number, date and nature of the claim, description, and photos. A case number will be assigned to you.⚠️ Processing time: 5 business days (2 days for flights). Photos must be in JPEG format only—the HEIC format (iPhone) is not accepted by the company.
I have water damage—what should I do?
Emergency: Turn off the water supply, take photos, and notify the property manager. Then: Fill out a water damage report with the person responsible for the leak. Report the incident through your customer portal (or at contact@etudassur.fr) within 5 business days. Attach the invoice for the leak repair (not just the estimate).
Theft or Break-in at My Home
File a police or gendarmerie report within 24 hours (required). Report the incident via your customer portal within 2 business days. Attach: police report, estimate for lock repair, and receipts for the stolen items
⚠️ Theft coverage: applies only to your residence in the event of a break-in—not to common areas. Stolen items: purchase receipts required (a list alone is not sufficient).
I caused damage to my neighbor's property or to my own home
Tenant Liability and Privacy Coverage is the core policy. It covers unintentional damage caused to third parties. File a claim through your customer portal by uploading: a description of the incident, the identity of the injured third party, JPEG photos, and a repair estimate.
What is the status of my insurance claim?
Contact contact@etudassur.fr with your claim number (in the format No. xxxx/xxxx). If your claim is approved, you will be asked to provide your bank account information, and a transfer will be made (funds will be available within the following days).💡 Average processing time: 15 to 30 days. Actual amounts paid: €270, €300, €402, €423.
The caulking in my shower is damaged and causing leaks—who pays for it?
This is a major source of misunderstood disputes. The rule is clear: maintaining shower seals is the tenant’s responsibility (rental repairs, decree of August 26, 1987). This is not an accidental incident—it is normal wear and tear. What this means:Replacement of failed caulking: not covered by homeowners insurance—it is routine maintenanceDamage caused to the downstairs neighbor due to water seepage: your tenant liability insurance may cover it—but only if you are not at fault due to gross negligence. Damage to your own home caused by your neglected grout: coverage will be denied. 💡 Best practice: Check your grout as soon as you move in and report any grout that is already damaged to the property manager in writing (via email). This protects you in the event of a future claim. ⚠️ For property managers: A seal that was damaged prior to move-in and not mentioned in the move-in inspection report is the landlord’s responsibility, not the tenant’s.
There's mold in my home—is this a covered loss?
Generally, no. Mold is caused by chronic moisture or inadequate ventilation—not by an accidental event. Mold resulting from a reported water damage incident: may be covered under this policy. Mold caused by condensation or poor ventilation: not covered—this falls under maintenance or a structural defect in the building.💡 Report mold in writing to the property manager. If it’s caused by a malfunctioning mechanical ventilation system or faulty insulation, it’s the landlord’s responsibility to address the issue.
I was robbed on the street—am I covered?
The Personal Theft Coverage applies only under specific conditions: Loss of your identification documents or keys while carrying them on your person; Theft outside a building involving physical violence or threats. Not covered: pickpocketing without violence, simple loss, or misplacement.
⚠️ You must file a police report within 24 hours. There is a €50 deductible for this coverage.💡 Burglary in your home → Theft Coverage (XXL plan), not Personal Theft Coverage.
My computer is damaged—how does the repair process work?
Two cumulative conditions for coverage: 1. The cause: damage resulting from a covered incident (water damage, fire, identified accidental impact). Simple malfunction, screen failure without an external cause: not covered. 2. Age: replacement value compensation if the device is less than 2 years old. Beyond that, depreciation applies.
⚠️ If the device is still under the manufacturer’s warranty: contact customer service first. A certificate of irreparability will be required if customer service refuses to cover the claim.
💡 Documents: purchase receipt + details of the incident + certificate of irreparability (if applicable) + quote for an identical replacement.
My home is uninhabitable due to a disaster—can I be rehoused?
Yes. Your policy includes emergency lodging coverage: Maximum coverage: €150 per night; Maximum duration: 5 nights; Maximum per incident: €750. How to activate it: Contact customer support (number on your policy)—they will arrange the lodging. Do not book a hotel on your own without going through customer support; the costs will not be reimbursed.🚫 Not applicable if the accommodation was already uninhabitable before you moved in, or if the problem occurred before you took out the policy.
My claim is old—can I still file it?
In insurance, any claim is subject to a 2-year statute of limitations starting from the date of the incident. After that, no action can be taken. If it has been less than 2 years, you can still file a claim, but coverage will depend on the supporting documents available.
⚠️ Always file a claim as soon as possible—even if you don’t have all the documents. The longer you wait, the harder it will be to gather the evidence.
It's my neighbor's fault—can I take legal action against him?
Yes. When a third party’s liability is established, our firm can file an out-of-court claim with that party’s insurer.
Conditions:
Clearly identify the liable party and their insurer
Have evidence (accident report, report, witness statements)
Take action within 2 years
💡 The accident report signed by both parties is the key document for initiating the claim. Without Legal Protection coverage, the claim remains strictly an out-of-court settlement.
I was affected by a fire—what is covered?
Fire damage is covered under both plans.
Coverage:
Damage to your personal property
Emergency temporary housing if your home is uninhabitable (€150/night, up to 5 nights)
Moving expenses based on the details of your case
Maximum coverage: €6,000
Required documents: fire department report + photos + list of damaged property with supporting documentation + repair estimate.
💡 Contact customer support immediately for temporary housing—do not wait to file a claim.
I paid for the repair of my leak—why won't my insurance cover it?
General rule for home insurance: DDE coverage applies to damage caused by a leak, but never to the repair of the leak itself.
✓ Covered: damaged ceiling, warped hardwood floors, damp walls, damaged personal belongings—these are consequential damages
✗ Not covered: the plumber’s bill to repair the pipe, replace the seal, or unclog the drain—this is the cause, not the consequence. This rule applies to all home insurance policies in France.
💡 If the leak originates from a common area of the building, the landlord or their PNO insurance is responsible for the repair. Report it in writing to the property manager.
I locked myself out—how do I call a covered locksmith?
If you’ve locked yourself out or lost your keys: contact the assistance service (number on your contract) BEFORE calling a locksmith. The assistance service will send an approved locksmith. Maximum coverage: 150€.
🚫 Absolute rule: Any locksmith service requested without going through the assistance hotline will not be reimbursed—even with a receipt. This is a warranty condition, not a matter of cost.
💡 Save the assistance hotline number in your phone now—it’s listed on your membership form and in your customer portal.
FAQ – Support & Emergencies
What is customer support, and when should you contact them?
Your Etudassur policy includes 24/7 assistance that connects you with certified tradespeople: locksmiths, plumbers, glaziers, and electricians. You must call them FIRST for: 🔑 Slammed door, lost keys, jammed lock 💧 Urgent water leak requiring a plumber 🪟 Broken window that needs to be secured ⚡ Power outage 🏨 Emergency housing (serious damage) The assistance number is listed on your enrollment form and in your customer portal. Save it to your phone right now. 🚫 Absolute rule: You will never be reimbursed for any service provider you call without going through the assistance service, even if you have an invoice. There are no exceptions to this rule.
I'm locked out—what should I do?
Step 1 — Call customer support immediately (the number is on your membership card or in your customer portal). Do not try to find a locksmith on your own. Customer support will send you an approved locksmith. Coverage is capped at €150. Step 2 — If necessary, file a claim afterward through your customer portal (key loss coverage, XXL plan only). ⚠️ Key loss coverage is not included in the Classic plan. Check your plan details before filing a claim. 💡 Tip: Take a photo of your membership card as soon as you sign up and save the support number in your contacts.
I have an urgent water leak—what should I do right away?
Immediate steps: Turn off the water supply (shut-off valve under the sink or at the main panel). Call for assistance to arrange a certified plumber. Notify the property manager (even at night—this is an emergency). Take photos of the damage in JPEG format before cleaning anything up. Fill out a DDE accident report with the identified person in charge. Within 5 business days: file a claim through your customer portal. ⚠️ The repair bill for the leak is never reimbursed—only consequential damages are covered.
My home is uninhabitable tonight—how can I find alternative housing?
Call the assistance hotline immediately (the number is on your contract)—they will organize and cover the cost of emergency accommodations. Limits: €150/night · max 5 nights · max €750/incident. Do not book a hotel on your own without going through the assistance hotline—the costs will not be reimbursed. 💡 At the same time, report the situation to your residence manager, who may also be able to offer a temporary housing solution.
In what format should I send my photos for an insurance claim?
JPEG format only. HEIC files (the default format on iPhones) and WeTransfer links are automatically rejected by Hiscox—your claim cannot proceed until the photos are in the correct format. How to convert a HEIC file to JPEG on an iPhone: Settings → Camera → Formats → select “Most Compatible” (JPEG) Or when sharing: select the photos → Share → the photos are automatically converted to JPEG For supporting documents: send the files directly as email attachments or upload them to your customer portal—do not use external sharing links. 💡 Enable “Most Compatible” in your iPhone settings now—before you need to file a claim.
In whose name should the estimate for an insurance claim be issued?
The estimate must be issued in your name as the insured—never in the name of the residence, the property manager, or the owner. An estimate issued in the name of the residence or any other entity will be rejected by the insurance company, even if the damage involves your unit. What the estimate must include: Your first and last name The exact address of the affected residence Details of the work/replacements, including amounts The service provider’s contact information 💡 If the first estimate you receive is in the name of the residence, explicitly ask the service provider to reissue it in your name before submitting it.
When and how should I provide my bank account information for the refund?
Do not provide your bank account information until you have received written confirmation of coverage from the company. Your claims adjuster will ask you for your bank account information at the appropriate time. Providing your bank account information constitutes formal acceptance of the company’s compensation offer. Required format: Bank account information in standard bank format (with the bank’s logo), not just a screenshot of the IBAN. ⚠️ Never send your bank account information on your own initiative without first receiving written confirmation that the claim has been accepted—doing so will not move your case forward and would constitute premature acceptance without knowing the proposed settlement amount.
How can I check if my warranty is still active under my contract?
Before filing a claim, make sure the coverage in question is included in your policy. Some coverages are only available in the XXL plan: Not included in the Classic plan: ❌ Lost keys (limit: €100) ❌ Bicycle theft (limit: €300) ❌ Glass breakage How to check: log in to your customer portal → your Special Conditions (CP) list all your active coverages.💡 If you’re unsure about your plan, check your CP before filing a claim—a claim filed under a coverage you haven’t purchased will be denied and result in unnecessary back-and-forth.
What are the deadlines for filing an insurance claim?
Mandatory legal deadlines: 🔥 Any (general) claim: 5 business days from the date of the incident 🚲 Theft (bike, break-in, personal items): 2 business days — and a police report must be filed within 24 hours ⏱️ General statute of limitations: 2 years from the date of the incident — after that, no claims will be processed ⚠️ A claim filed after the deadline may be denied. If in doubt, file your claim immediately even if you don’t have all the documents — you can submit the rest later. 💡 File a claim in 3 clicks from your customer portal at www.etudassur.fr → “File a Claim.”
How can I contact customer support and the claims team?
🆘 Assistance — 24/7 emergency services (locksmith, plumber, glazier, temporary housing): 📞 01.55.98.71.14 From abroad: +33.1.55.98.71.14 By email: assistance.france@hiscox.com
📞 Claim filing (during business hours): 03.22.53.45.51
📧 Etudassur Team — questions, follow-up, changes: contact@etudassur.fr — include your policy number in the subject line Questions: 01.80.48.14.72
✅ Online claim filing: Customer portal at www.etudassur.fr → “File a Claim” → upload supporting documents
🚫 For any emergency (locksmith, leak, broken window): call 01.55.98.71.14 FIRST — any service provider contacted without assistance will not be reimbursed.
FAQ – Critical Issues
There was a transit strike on the day of my exam—am I covered?
Yes, with the XXL plan. The Strike Coverage covers taxi or ride-hailing expenses incurred to get you to a national exam or official competitive exam (semester exams, college entrance exams) when a public transportation strike prevents you from getting there using your usual means of transportation. Maximum coverage: €50 per coverage period Conditions: An officially declared strike affecting your usual mode of transportation; A national exam, competitive exam, or make-up exam session with an official notification; Keep the taxi or private-hire vehicle receipt ⚠️ This coverage is not included in the Essential and Classic plans. Not applicable to unofficial midterms, in-class tests, or practice exams.
My electrical appliances were damaged by a power surge—am I covered?
Yes, only with the XXL plan. The Electrical Damage Coverage covers damage caused by: A power surge due to lightning; Direct electrical current affecting electrical appliances less than 10 years old and their power cords. Maximum coverage: €3,000; deductible: €100. Not covered: fuses, heating elements, and tubes of any kind. Standard malfunctions not caused by an external electrical source are not covered. ⚠️ Not included in the Essential and Classic plans. Check your policy terms before filing a claim.
What requirements must I meet for my flight to be covered?
The Theft/Vandalism Coverage (XXL Plan) is subject to strict conditions set forth in the Special Provisions: The theft must have occurred as a result of: A clear break-in (forcible entry, damage to a lock) An assault; or The use of a false identity to gain entry to the premises. An absolute requirement in the event of your absence: all windows and doors of your home must have been properly closed and locked. 🚫 If a window or door was open or unlocked: coverage will not apply, regardless of the circumstances. ⚠️ Patios, gardens, and balconies are excluded from theft coverage. Theft in common areas is not covered. 💡 In the event of a burglary: immediately photograph the damage, file a police report within 24 hours, and file a claim within 2 business days via your customer portal.
Am I covered when I'm staying or traveling away from my home?
Yes. The Travel & Stay Coverage protects the personal belongings you bring with you during a stay of less than 3 months in a hotel, guesthouse, or building that you do not own. Maximum coverage: €600; deductible: €100. Coverage applicable during your stay: fire, water damage, theft/vandalism, weather events, natural disasters, and terrorist attacks. ⚠️ Not covered: thefts committed outside buildings or in common areas. 💡 This coverage is useful for your stays in hotel residences, bed-and-breakfasts, or Airbnb rentals during your studies or internships.
Are my jewelry, cash, and valuables covered?
No. All Etudassur policies explicitly exclude: Jewelry (regardless of value) Cash, funds, and valuables (banknotes, checks, credit cards, coins) Works of art Collections valued at more than €10,000 This exclusion is included in the Hiscox General Terms and Conditions ETUH1121 and reiterated in all Special Terms and Conditions. 💡 For valuables, jewelry, or significant collections, you should purchase specific supplemental insurance not offered by Etudassur.
General FAQ – Before Signing Up
Is home insurance required for students?
Yes. All tenants in France, including students, are legally required to have at least basic rental insurance (covering fire, water damage, and explosion). Your residence hall or the CROUS may require proof of insurance when you receive your keys.💡 Without insurance, you are personally liable for any damage caused to the residence, neighbors, or third parties—which can amount to several thousand euros.
Who is eligible to purchase Etudassur insurance?
Students and young professionals—both French and international—who rent housing in student residences or through CROUS. For CROUS housing options, you must generally be under 28 years of age when you first apply for housing and be continuing your studies. This age limit may be extended in certain situations—please check based on your specific circumstances.
How much does student home insurance cost?
It depends on the housing type and plan: CROUS: starting at €2.70/month; Private residence / young professionals: starting at €4.83/month (Essential) XXL Plan: starting at €6.08/month; XXL + Bike: starting at €7.21/month. The rate is a flat fee and does not depend on the city or the size of the apartment—Etudassur applies a fair pricing policy.
Which plan should I choose?
In summary:
Essential: basic coverage (fire, DDE, liability) — ideal for a tight budget
XXL: adds extended glass breakage, theft, lost keys, tacks, and electrical damage — the most comprehensive plan
XXL + Bike: XXL plan + bike theft coverage
If you have a bicycle or valuable equipment, the XXL plan is recommended. Details on each coverage option are available in the Customer FAQ tab.
Is Etudassur reliable?
Yes. Etudassur is a brand of the broker ACCS, registered with ORIAS under No. 07 002 006 (verifiable at orias.fr). Home insurance policies are underwritten by Hiscox SA, and the business is regulated by the ACPR. Over 100,000 customers and 500 partner residences.
I'm already covered by my parents' insurance. Do I need my own insurance?
Not always. Some of your parents’ home insurance policies cover students who are part of their tax household for their student housing, but the coverage is often limited (lower limits, liability coverage only). Check with your parents’ insurer. If your residence requires a certificate of insurance in your name, a separate policy is often still necessary. Check your parents’ policy for details.
I'm an international student. Can I get insurance through Etudassur?
Yes, regardless of your country of origin, as long as you are a tenant in student housing in France. The website is available in French, English, Chinese, and Spanish. The contract is governed by French law.💡 For the health coverage required by certain visas, Etudassur also offers a “Come to France” insurance plan through Chapka.
What is covered by the insurance?
All plans include: fire, water damage, weather-related events, natural and technological disasters, tenant liability and personal liability, and 24-hour assistance. Higher-tier plans also include glass breakage, theft, lost keys, bed bugs, and electrical damage. Details on coverage limits are listed in your Special Conditions.
General FAQ – Subscription & Payment
When does my contract start? Can I make it start in the past?
The policy takes effect no earlier than the date of purchase. In insurance, retroactive coverage is not possible: a policy cannot be made to take effect on a past date. If your lease has already begun, the policy takes effect on the date of purchase.⚠️ Choose your start date carefully: once the policy is purchased, the dates cannot be changed.
Is payment made monthly or in a single lump sum?
The contract requires a one-time payment upon enrollment, made by credit card—there are no monthly payments or automatic debits. The amount corresponds to the selected term (3, 6, 9, or 12 months).
I made a mistake when I signed up. How can I correct it?
It depends on the error: Effective date (max. D+7): A correction may sometimes be possible shortly thereafter—contact support as soon as possible. Plan or housing: It is not possible to modify a current contract; you generally need to sign up for a new contract and request cancellation of the old one. Contact contact@etudassur.fr, specifying your contract number. Check the exact procedures based on the timeframe and type of error.
Can I cancel after signing up?
Yes, you have a 14-calendar-day cancellation period starting from the date of enrollment, without having to provide a reason or pay a penalty, in accordance with the terms set forth in the Insurance Code. You can request cancellation through the customer portal or by email.⚠️ You lose this right if a claim is filed during the cancellation period. After the 14-day period has expired, no refund is possible.
I didn't receive a confirmation email after making my payment. What should I do?
First, check your spam or junk mail folder. If you don’t see anything there, the transaction may not have gone through—in which case, your contract was not created. Check your bank statement and contact support with the date and time of the attempt. Do not resubscribe multiple times without checking first.
Can discount codes be combined?
Etudassur discount codes are subject to certain conditions (minimum contract term, limited validity, generally cannot be combined with other codes). Please check the exact terms and conditions for each code and time period.
What contract term should I choose?
Choose a term that matches your lease (3, 6, 9, or 12 months). For a full academic year, choose 9 or 12 months. The contract is for a fixed term with no automatic renewal: it does not renew automatically, so be sure to renew it before it expires.💡 The minimum term is 3 months.
General FAQ – Certificate
How do I get my home insurance certificate?
Your certificate will be sent by email as soon as your payment is confirmed. You can also download it at any time from your customer account (assure.etudassur.fr → “My Documents”).💡 Be sure to check your spam folder if you can’t find it in your inbox.
How do I submit my certificate to my residence hall or the CROUS?
Download your certificate from the customer portal and send it to your account manager. If your residence is listed, the certificate can be sent to them automatically. You can sign up on the same day you receive the keys and get the certificate in just a few minutes.
How do I get a telework certificate?
Generate it from your customer portal by entering your company’s name and address, or request it at contact@etudassur.fr. Your privacy liability insurance covers employees working remotely—many employers require this certificate.
Does my certificate serve as proof of residence?
Your home insurance certificate lists your insured address and can be used as proof of address for many purposes. A dedicated proof-of-address document is also available in the customer portal.
Can I get my certificate in English?
The website and chat support are available in several languages. Please contact support (contact@etudassur.fr) to confirm whether a certificate is available in English.
I lost my certificate. How can I get a replacement?
Log back into your customer account and download it again from “My Documents” — it’s available there at any time, as many times as you need.
General FAQ – Warranties & Coverage
What is liability insurance, and why is it important?
Liability insurance covers damage you cause to others: to the rented property (tenant liability) and to third parties in your daily life (personal liability), up to 10 million euros. This is the most important coverage—without it, you would be personally liable for potentially very costly damages (such as a fire that spreads or water damage at a neighbor’s home).
Are my computer and phone covered?
Yes, office and computer equipment (including telephones) is covered up to €2,000 at replacement value if the device is less than 2 years old. The device must be less than 10 years old. Theft is covered only in plans that include theft coverage (XXL).⚠️ If the device is under the manufacturer’s warranty, contact customer service first.
Are my jewelry and cash covered?
No. Jewelry, valuables, works of art, cash, funds, and securities are excluded from all policies. This exclusion is specified in the general terms and conditions.
In an emergency (such as a leak or a door that's slammed shut), can I call a contractor myself?
No—call the assistance service FIRST. Any service provider (locksmith, plumber, glazier) you call without going through the assistance service will never be reimbursed, even with an invoice. The assistance service is available 24 hours a day and sends an approved contractor at regulated rates. 🚫 This is the most costly mistake policyholders make: never contact a service provider directly in an emergency.
What is a deductible, and how much will I have to pay?
The deductible is the amount you are responsible for paying for each claim. At Etudassur, it is generally reduced to €100 for most coverages and to €0 for certain ones (XXL glass breakage, lost keys, thumbtacks). The exact amount for each coverage is listed in your Specific Terms and Conditions.
Are my bike and scooter insured?
Bicycles are covered against theft only under the XXL + Bike plan (up to €300, subject to anti-theft device requirements). Electric scooters are not covered—they require specific, mandatory insurance for motorized vehicles.
Is my home insured when I go on vacation?
Yes, your home remains insured even during a prolonged absence. If the property is completely unoccupied for more than 30 consecutive days, certain coverages may be subject to conditions—please notify customer support if you will be away for more than 30 days.
Is the cost of repairing a leak covered?
No. The insurance covers water damage (damaged furniture, etc.), but not the repair of the leak itself. In furnished rentals, damage to the property is often covered by the landlord’s insurance (IRSI agreement).
General FAQ – Housing, Residences & CROUS
Is there a difference between insuring a CROUS residence and a private residence?
Yes. The CROUS Essential plan (coverage of 4,500€, starting at 2.70€/month) is designed for public university housing. Private residence halls have access to the Essential, XXL, and XXL+Bike plans (coverage up to 7,500€). The appropriate plan will be displayed based on your residence hall when you sign up.
My apartment is furnished—is the landlord's furniture covered?
The contract includes coverage for the furniture entrusted to you by the landlord, for which you are responsible. In furnished rentals, please note: damage to the rental unit itself is often covered by the landlord’s PNO insurance (IRSI agreement), while your policy covers your personal belongings.
I rent from a private landlord, off-campus—can I get insurance?
The Etudassur (Hiscox) residence insurance policy is available only for listed residences. For a standard apartment rented from a private landlord, Etudassur refers you to its partner, Léocare, which provides online quotes. The Léocare policy is managed directly by Léocare.
My studio or bedroom is very small—am I still adequately covered?
Yes. The premium and coverage are fixed and tailored to student housing, regardless of the size of the unit. The policy specifies the number of main rooms at the time of enrollment.
I'm moving—does my contract transfer with me?
If you are moving to another listed residence, you can update your address through your customer portal. If you are moving into a private residence, the residence contract does not apply—you must sign up through Léocare. The exact procedure will depend on your new residence.
I entered the wrong apartment number. How can I correct it?
Correct the apartment number in your customer portal, or contact customer support with your contract number. It is important that the insured address exactly matches your actual residence.
General FAQ – Shared Housing
When living in a shared apartment, does everyone need to have their own insurance?
There are two options: either each roommate signs up for their own plan, or one roommate signs up on their own and adds the others to the plan, provided they are listed in the contract. To do this, add them through your customer portal.
How do I add a roommate to my lease?
Add the roommate directly from your customer portal. You must provide the names of all occupants sharing the residence so that they are covered.
One roommate is moving out and another is moving in—what should you do?
Notify your insurance company of the change so that the new roommate is added to the policy and covered. Update the list of occupants through the customer portal or contact customer support.
Are the common areas of my shared apartment covered?
Yes. In a shared apartment, coverage extends to shared areas (shared kitchen, living room, and bathroom) on a pro-rata basis according to the number of roommates.
General FAQ – Customer Portal
How do I access my customer account? I forgot my password.
Log in to assure.etudassur.fr using the email address you provided when you signed up. If you’ve forgotten your password, click “Forgot Password”—the reset link will be sent to the email address you used to sign up.💡 Check your spam folder if you don’t receive the reset email.
My contract isn't showing up in my customer portal. What should I do?
Log out and then log back in—the screen may need to refresh. Also, make sure you’re using the exact email address associated with your subscription. If the problem persists, contact support with your name and the subscription date.
What can I do from my customer portal?
Many tasks can be completed without waiting for customer support: download your certificates, file a claim and upload supporting documents, change your address, correct your apartment number, add a roommate, renew, cancel, terminate, and generate a proof of residence or a work-from-home certificate.
I'm not receiving emails from Etudassur. Why is that?
Check your spam/junk folder and add the domain etudassur.fr to your contacts. Also make sure the email address on file is correct. All your documents remain accessible in the customer portal even if you don’t receive an email.
How do I change my email address or contact information?
Update your contact information in your customer portal, or contact support and provide your contract number. Some changes to your contact information may require confirmation from support.
General FAQ – Modify My Contract
Can I change my plan during the term of the contract?
No, it is not possible to change the plan on a current contract. To switch to a different plan, you generally need to cancel your current contract and sign up for a new one. Contact customer support, and they will guide you through the appropriate procedure.
How do I change the address of my insured residence?
Report your change of address through the customer portal. If you are moving to a new listed residence, your coverage will be adjusted accordingly. Please provide details about your new residence (type, address, date) so we can update your information.
Can I change the dates on my contract?
Once a contract has been purchased, its dates cannot be changed. If you need a different time frame, you will generally need to purchase a new contract. Contact support for assistance.
Can I add coverage (e.g., for a bicycle) after I've signed up?
Adding a coverage option is equivalent to changing your plan, which is not possible for an active contract. You must sign up for the plan that includes the desired coverage. Please check with customer support based on your specific situation.
How do I provide my bank account information for a refund?
Do not provide your bank account information until you have received written approval from the account manager—providing this information may be construed as acceptance of a compensation offer. Do not send it on your own initiative before receiving an explicit request.
General FAQ – Cancellation
How do I cancel my contract?
Cancel your subscription through your customer portal by submitting your move-out inspection report. Any unused portion of your subscription fee will be refunded on a pro-rata basis to your original payment method.⚠️ Cancellation takes effect upon receipt of the inspection report, not on your departure date—please submit it as soon as possible.
Will I get a refund if I cancel before the end of the term?
In the event of termination during the term of the contract (move, end of lease), the portion of the premium corresponding to the uncovered period will be refunded to you. Except in special cases (e.g., termination due to non-payment). Terms and conditions vary by contract.
Can I cancel at any time?
Since the contract is for a fixed term without automatic renewal, it ends automatically upon expiration. Early termination is possible in certain cases (moving, end of lease). The terms and notice periods for termination depend on the contract—please verify them.
What is the difference between termination and withdrawal?
Withdrawal (within 14 days of signing up) cancels the contract as if it had never existed, with a full refund. Termination ends a current contract, with a pro-rated refund for the remaining period. After the withdrawal period has expired, only termination applies.
General FAQ – Claims
How soon do I need to report my claim?
5 business days for most claims (fire, property damage, broken glass). 2 days in the event of theft, provided a police report is filed within 24 hours. For liability coverage, the processing time is longer. Don’t delay: an unjustified delay may reduce your benefits.
In what format should I send my photos and documents?
Please submit your photos in JPEG format. HEIC files (the default on iPhone) and WeTransfer links are not accepted by the system and will delay processing.💡 On iPhone: Settings → Camera → Formats → “Most Compatible” to save in JPEG.
Does the repair estimate have to be in my name?
Yes. The estimate or invoice must be issued in the name of the insured, never in the name of the residence or the owner. An estimate issued under the wrong name will prevent payment of the claim.
Will I have to pay the costs up front? How long will it take to get reimbursed?
Etudassur reimburses based on an estimate, with no upfront payment required in most cases. Payment of the claim is generally made within 30 days of reaching an out-of-court settlement. Processing
Why isn't the damage to my home covered by my policy?
For furnished rentals (such as student housing), the IRSI agreement stipulates that damage to the dwelling itself is covered by the landlord’s insurance, while your policy covers your personal belongings. This is a common source of confusion, but it is standard practice. Application depends on the nature of the damage—to be determined on a case-by-case basis.
How can I track the status of my insurance claim?
Please keep the case number provided with your filing and include it in the subject line of your emails to sinistre@etudassur.fr. This will allow for faster follow-up.
Dois-je remplir un constat amiable pour un dégât des eaux ?
Yes, as soon as a neighbor is involved. The water damage accident report signed by both parties is the key document for identifying who is at fault and facilitating claims between insurance companies.
General FAQ – Renewal
How do I renew my contract?
Log in to your customer account on etudassur.fr using your login credentials, and follow the renewal procedure. Since the contract does not automatically renew, renewal is a voluntary decision on your part.
Is my contract automatically renewed?
No. The contract is for a fixed term with no automatic renewal: it ends automatically when it expires. Be sure to renew it before the expiration date to avoid any gap in coverage.⚠️ After the expiration date, you are no longer insured—which could cause problems regarding your residence.
I'm staying in the same apartment next year—do I have to start all over again?
No, renewing through the customer portal uses your existing information—it’s faster than signing up for a new subscription. Just make sure your information (residence, plan, term) is up to date.
General FAQ – Questions from Parents
Can I purchase and pay for insurance for my child?
Yes. A parent can purchase and pay for the policy on behalf of their student child. The policy must be in the name of the student living in the residence (the insured), and must include their residential information.💡 Keep your customer portal login credentials safe: that’s where you’ll find the certificate and instructions.
Is my child really well protected with this insurance?
The policy covers legal liability (civil liability and rental risks) as well as the main risks associated with everyday student life. The XXL plan adds coverage for theft, broken windows, electrical damage, and enhanced assistance. 24-hour assistance is available to help your child in case of an emergency.
My child is going to study abroad—what do I need to do?
For housing abroad, French home insurance does not apply (coverage is limited to a 3-month stay). For a long-term stay, be sure to get Chapka travel insurance (medical expenses, assistance, repatriation). If the child keeps their home in France, their home insurance policy remains in effect.
Does my home insurance already cover my child who is a student?
Some home insurance policies cover a child who is part of the same tax household for their student housing, but often with limitations (coverage limits, liability coverage only). Check with your insurer. If the residence requires a certificate in the student’s name, a separate policy is generally still required. Check your policy for details.
Can I manage my child's contract remotely?
Yes, through the customer portal using your policy credentials: download certificates, renew your policy, file a claim. All these services are available online, accessible from anywhere.
General FAQ – Residences & Partners
How can we refer our residents to Etudassur?
You can share the enrollment link with your residents. If your residence is listed, the enrollment form will automatically display the correct plan, and the certificate can be sent to the property manager. To set up a partnership, contact the Etudassur team.
How can you verify that a resident is properly insured?
Ask the resident for their home insurance certificate (which can be downloaded from their customer portal). For listed residences, the certificate can be sent directly to the property manager at the time of enrollment.
Our residence isn't listed—how can we get it listed?
Contact the Etudassur sales team to discuss listing your residence. This makes it easier for your residents to sign up and ensures that certificates are sent automatically. Partnership terms to be determined with the team.
If a home is damaged, what happens with the resident?
The resident files a claim through their policy. In furnished housing, damage to the property is often covered by the landlord’s insurance (IRSI agreement), while the resident’s personal belongings are covered by their own policy. The repair estimate must be in the name of the insured, not the residence.
General FAQ – Common Issues
Where can I find my contract number?
Your contract number is listed on your certificate and in your customer portal. Be sure to include it in the subject line of all emails to support for faster processing.
How can I contact Etudassur based on my needs?
🚨 Emergency (locksmith, leak, broken window): 24-hour assistance — 01.55.98.71.14
Claims: 03.22.53.45.51 or sinistre@etudassur.fr
Questions / account management: 01.80.48.14.72 or contact@etudassur.fr
Always provide your policy number.
I was charged twice / I signed up twice—what should I do?
Contact support immediately with your bank statement and the transaction dates. If a duplicate contract was created by mistake, the team will be able to cancel it and issue a refund for the duplicate.
I haven't heard back from support. What should I do?
Check your spam folder (the reply may have ended up there). Make sure you included your contract number in the subject line. Many common tasks (certificates, renewals, cancellations) can be completed directly through the customer portal without waiting for a response.
I called a locksmith myself and wasn't reimbursed. Why?
Any service provided by a contractor called directly without going through customer support (01.55.98.71.14) is not reimbursable, even with an invoice. This is a condition of the contract. In the future, always call customer support FIRST in case of an emergency—they will send an approved contractor at regulated rates.
I wanted the XXL plan, but I signed up for the Essential plan instead. How can I change it?
You cannot change the plan for an active contract. The process generally involves signing up for the correct plan and canceling the old contract (which is possible within the 14-day cancellation period). Contact support as soon as possible.
