Madame, Monsieur,

face à l’accélération de l’épidémie de Coronavirus, et compte tenu des mesures annoncées par le Gouvernement Français, nous avons réorganisé nos services. Nos équipes sont à votre écoute et conservent une qualité de service optimale durant cette période.

Si vous souhaitez déclarer ou obtenir des informations concernant un sinistre :

En cette période exceptionnelle, il est recommandé de nous contacter en priorité par échanges de mails via l'adresse sinistres@gritchen.fr ou directement via notre site «declare.fr», mais aussi par téléphone sur toutes nos lignes habituelles.

Si vous souhaitez obtenir des informations concernant une demande commerciale :
Merci de prioriser les échanges par mails via l’adresse contact@gritchen-affinity.com. Nos lignes sont elles aussi joignables.

Nous vous remercions pour votre compréhension. Prenez soin de vous et de vos proches durant cette période. L’Equipe Gritchen Affinity

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FAQ

Following the administrative closure of my campsite due to the measures taken by the government in the Order of 15 March 2020 supplementing the Order of 14 March 2020, is the cancellation of my stay covered by Campez Couvert?

After a proposition to defer, or a credit note from your campsite, if you prefer to be compensated, Campez Couvert will pay the cancellation costs for all stays between 15 March 2020 and 15 April 2020. (Dates concerned by the Order of 15 March 2020 supplementing the Order of 14 March 2020 on various measures to combat the spread of the Covid 19 virus).

In the event of reimbursement of the stay, a deductible of €15 will be applied.

Please note that Campez Couvert subscriptions taken out after 11 March 2020 will no longer be eligible for the “Prohibition of access" cover, or any other cover, in respect of the Covid 19 epidemic.

Following the government's announcement of lockdown, the campsite I was supposed to go to has been forced to close during this period. Are the costs of modifying my stay covered by Campez Couvert?

Campez Couvert will cover the additional deferral costs requested by the campsite up to 20% of the cost of the stay for all stays between 15 March 2020 and 15 April 2020. (See the Order of 15 March 2020)

Please note that Campez Couvert subscriptions taken out after 11 March 2020 will no longer be eligible for the “Prohibition of access" cover, or any other cover, in respect of the Covid 19 epidemic.

I took out Campez Couvert insurance after 15 March and I have to stay at a campsite between 16 March and 15 April. Does Campez Couvert cover cancellation and therefore reimbursement of my stay?

You took out Campez Couvert insurance after the date of the Order of 15 March 2020 that concerned various measures to combat the spread of the Covid 19 virus.

Campez Couvert does not cover a claim when, at the time of subscription, the insured is aware of an existing risk that involves one of the contract's guarantees.

I am not yet a Campez Couvert customer but I would like to subscribe for a booking in June. Will I be covered if the lockdown is extended?

Campez Couvert covers, under its “prohibition of access due to administrative closure” guarantee, the deferral or cancellation fees for all stays between 15 March 2020 and 15 April 2020.

Beyond this date, Campez Couvert cannot guarantee coverage for reimbursement requests.

In any event, Campez Couvert subscriptions taken out after 11 March 2020 will not be eligible for any cover resulting from the Covid 19 epidemic

I am a Campez Couvert client but I am currently placed in quarantine and cannot get to my place of stay. Am I covered?

Campez Couvert does not cover the cancellation or modification of your stay in the event that you are placed in quarantine. However, if your stay is between 15 March 2020 and 15 April 2020 and your campsite is affected by the Order of 15 March 2020, you can request reimbursement of the costs of deferring or cancelling your stay under "Covid 19 prohibition of access".

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).

However, if your stay is between 15 March 2020 and 15 April 2020 and your campsite is affected by the Order of 15 March 2020, you can request reimbursement of the costs of deferring or cancelling your stay under "Covid 19 prohibition of access".

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.

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)