Frequently Asked Questions

Yes, even just a few hours before your departure.
Our offices are open Monday to Friday, from 9:00 AM to 12:30 PM and 1:30 PM to 5:00 PM.

Coverage takes effect immediately for payments made by credit card, with acceptance of the following conditions:

• A 12-day waiting period applies for the Medical Expenses coverage related to illness.

• You waive your right of withdrawal.

For deferred payments by check, coverage starts from the date we receive your payment (postmark date applies).

Generally, there is no waiting period to subscribe.

We recommend subscribing at least one month before your departure.

However, for contracts covering Cancellation, subscription must be completed before the travel agency’s fees take effect, or within 24 hours of signing up for the trip.

Additionally, for the Plan Santé range, Medical Expenses abroad and Assistance coverage take effect after a 12-day waiting period starting from the subscription date, if the insured is already at their destination.

Please note that options (Ava Tech+, Sport+, Temporary Return 90 days, etc.) must be subscribed to before the departure date.

AVA offers several payment methods for your subscription.

IMMEDIATE PAYMENT

By credit card, ensuring coverage takes effect immediately—perfect for last-minute departures.
You will be redirected to the secure payment site PAYBOX by VERIFONE, our online transaction partner.
Our site uses the 3-D Secure internet payment protocol for security.
After payment, you can print your Certificate of Coverage.

DEFERRED PAYMENT

By check or bank transfer (see our bank details).
Print the Membership Form/Quote, sign it, and send it to AVA along with your check or transfer order.

For long-term contracts (minimum 6 months) such as the Plan Santé or AVA Expat range, with premiums over €500, we offer hybrid payment options.

An initial deposit by credit card at subscription, followed by monthly payments via SEPA direct debit or scheduled credit card debits.

• Payment by credit card in 4 installments (amount > €500 and duration > 6 months) — form to complete

• Payment by credit card in 7 installments (amount > €800 and duration > 10 months) — form to complete

• Payment by credit card plus 6 SEPA direct debits (amount > €800 and duration > 10 months) — form to complete

• Payment by credit card followed by SEPA direct debits (AVA Expat contract) — form to complete

Print and complete the relevant form and send it to AVA with your subscription request.

You can also pay by credit card at any time up to the day before your contract’s effective date.

AVA allows contract extensions under certain conditions:

• For Plan Santé contracts, a new consecutive subscription can be made to cover the extended period.

• For short-stay contracts (AVA Carte Santé, Tourist Card, AVA Pass), a new consecutive subscription can be made as long as the total duration does not exceed the maximum allowed by the contract.

This new subscription can be created by contacting your broker, directly from your insured space, or via the GoByAVA app (only the new end date can be selected).

Any individual entering into a distance contract* for purposes outside their commercial or professional activity has a period to withdraw from the contract without providing a reason or incurring penalties.

The right of withdrawal does not apply to:

• Travel or baggage insurance policies or similar short-term insurance policies lasting less than one month

• Coverage with immediate effect, i.e., contracts subscribed on the day of departure

The reflection or withdrawal period is 14 days, starting from the contract conclusion date (subscription or enrollment) up to the day before the contract’s coverage start date.

This applies exclusively to distance contracts*.

Procedure:
Send a clear withdrawal statement on plain paper by registered mail with acknowledgment of receipt (AR) to:

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

*Distance contract: Contract subscribed online (Internet) or by phone.

The Subscriber, the default main Insured, can designate other persons to be insured.

If the Subscriber is part of the trip, the other insured individuals are considered companions (family members of the Subscriber or unrelated persons).

If the Subscriber is not part of the trip, the other insured individuals are considered additional insured persons.

Subscription from abroad is only possible for PLAN SANTÉ, AVA EXPAT, and INCOMING contracts, and involves a waiting period.

No waiting period if you subscribe to a second contract before the first one ends.

If subscription occurs more than 24 hours after the previous contract ends, a mandatory waiting period applies.

Some options, like AVA TECH+ and SPORT+, are not available once you are already abroad.

It is a one-year contract that, at the end of the guaranteed period, is automatically renewed without you having to worry about it.

This specific provision is explained at subscription and accepted by the policyholder.

It offers great flexibility to frequent travelers who do not want to be left without coverage during a trip.

Regarding our offer, only the AVA Mission, AVA Expat, and AVAntages (except POM) contracts are subject to this renewal method.

For more information on the renewal terms of this type of contract, please consult the dedicated page.

The pricing of AVA Tourist Card, AVA ZAP Voyage contracts, and the ZAP+ option of AVA PASS is proportional to the trip price per person, meaning all services paid by the insured that may be reimbursed by AVA in case of cancellation by the insured or interruption of the stay.

No
AVA does not require any medical or health questionnaire, except when there is an age limit at the time of enrollment.

Yes
All contracts may be renewed or extended.
This request is subject to the insurer’s approval and managed by our team.
We recommend contacting us at least 15 days before the expiration date of your current coverage.

• If you purchase second-hand equipment through a professional resale site, a purchase invoice will be required in case of a claim.
• If the equipment is gifted by a family member, a donor’s certificate along with the purchase invoice must be provided in case of a claim.
• If multiple devices of the same type are taken, only one claim per device type can be compensated per insured person.
  Example: In case of theft of 2 phones, 2 cameras, and 1 laptop, only one phone, one camera, and the laptop will be compensated.
• Declaring the list of portable items is mandatory at the time of subscription and before departure. Otherwise, no coverage will apply.

The American terms CDW and LDW mean the same thing.

CDW: Collision Damage Waiver
LDW: Loss Damage Waiver

This is the “damage protection” coverage in case of an accident or theft of the rented vehicle.
We contribute to reimbursing the repair costs or the deductible remaining your responsibility.
In case of damage, since you are held liable, the repair costs remain your responsibility. With the CDW/LDW option, your expenses will be partially reimbursed.