Terms of use

Performance and Visit Cancellation Insurance

Fact sheet and guidelines - Individuals

In order to subscribe to the “Performance & Visit Cancellation” insurance, you must acknowledge and accept the General Terms below. You must retain a copy of these General Terms. To download the General Terms go to the menu: File >Save a copy.

Fact sheet and guidelines for exercising the right of withdrawal as provided for in article L.112-10 of the Insurance Code (Code des assurances)

You are asked to verify that you are not already the beneficiary of a policy covering one of the risks guaranteed by the new “Performance & Visit Cancellation” insurance policy. If such is the case, you may exercise your right to withdraw from this contract within 14 (fourteen) calendar days of its signing, without fee or penalty, if all of the following conditions are met:

  • You have taken out this policy for non-commercial purposes only;
  • This policy came as a supplement to the purchase of goods or a service sold by the Opéra national de Paris;
  • You attest that you are already covered for one of the risks covered by this new policy;
  • The policy which you wish to withdraw from is not fully executed;
  • You have submitted no claim for any incident covered by this policy.

If such is the case, you can exercise your right to withdraw from this policy by letter or any other durable medium by sending your request to:

Opéra national de Paris
Service des Relations avec le Public
120, rue de Lyon
75012 PARIS

The letter of withdrawal may be based on the following model: I, the undersigned, Last Name, First Name, Address, would like to exercise my right of withdrawal and unsubscribe from the “Performance & Visit Cancellation” insurance policy (date and signature)”.
In the case of multiple insurance, your request must be accompanied by documentation proving that you are already insured for one of the risks covered by the new policy. The Opéra National de Paris, in the name of and on behalf of the Insurer, is required to refund the insurance premium that has already been paid, within thirty days following your withdrawal from the contract.
In the case of remote sales, you also have the right to exercise your right of withdrawal within 14 calendar days following the receipt of the Insurance Certificate (article L112-2-1 of the Insurance code) as per the terms outlined above.

However, you will be deemed to have waived your right of withdrawal if you file a claim during the withdrawal period. 

General Terms - Individuals

The General Terms of the voluntary group insurance policy Nº ICIOPAS16 (hereafter referred to as “the Policy”) underwritten:

  • By the Opéra national de Paris as a commercial and industrial public institution, and in its capacity as an underwriter (hereafter referred to as “the Opéra national de Paris”,
  • In association with IN CONFIDENCE INSURANCE, A French SAS company with a share capital of 1,000 euros, having its headquarters at: Tour d’Asnières Hall D - 4 Avenue Laurent Cely – 92600 Asnières sur Seine - France, registered on the Nanterre Trade and Companies Register (RCS) under the Nº 798 338 182, registered with ORIAS under the Nº 14 000 507(www.orias.fr), (hereafter referred to as “IN CONFIDENCE INSURANCE”), duly authorised to act on behalf of LA PARISIENNE ASSURANCES, a joint stock company with a capital of 4,397,888 euros, having its headquarters at: 120-122 rue Réaumur PARIS – a company regulated by the French Insurance Code registered on the Nanterre Trade and Companies Register (RCS) under the Nº B 562 117 085 (hereafter referred to as “the Insurer” or “LA PARISIENNE ASSURANCES”) .
  • And through the intermediary of SPB, A French SAS insurance brokerage with a capital of 1,000,000 euros, having its headquarters at: 71 Quai Colbert - 76600 LE HAVRE, registered on the Le Havre Trade and Companies Register (RCS) under the Nº 305 109 779, and registered with ORIAS under the Nº 07 002 642 (www.orias.fr), as insurance broker and manager (hereafter referred to as “the Broker” or “SPB”).

The Policy is presented by the Opéra national de Paris under the derogation provided for in Article R 513-1 of the French Insurance Code.
The Policy is subject to the rules and regulations applicable in France.
LA PARISIENNE ASSURANCES, IN CONFIDENCE INSURANCE and SPB are subject to supervisory review by the Autorité de Contrôle Prudentiel et de Résolution, 61 rue Taitbout, 75436 Paris Cedex 09.

SPB is authorised by the Insurer to manage the Policy both in terms of enrolment and the implementation of the Performance & Visit Cancellation Insurance.

SPB may be contacted in the following ways:

  • By post: SPB – Service Annulation Opéra national de Paris- 71 quai Colbert – CS 90000- 76095 Le Havre Cedex
  • By telephone: 0969 360 297 (*) Lines are open Monday through Saturday (except public holidays and unless otherwise restricted by legal or regulatory order) from 8 am to 8 pm.

(*) Standard-rate call.

  • By e-mail: operabilletterie@spb.eu

Article 1 – Definitions

  • Serious physical injury: Unexpected impairment of health resulting from the sudden action of an external cause beyond the control of the victim, certified by a medical Authority, leading to the issuance of a prescription for medications for the patient and involving the cessation of any professional or other activity.
  • Policyholder: Any individual of legal age, having subscribed to the Policy under the conditions specified in Article 2 “Policy Enrolment Procedures” at the time one or several Insured tickets were purchased.
  • Assault: Any threat or physical violence exerted by a Third party in order to deprive the policyholder or the Insured of the insured ticket.
  • Insured: Any individual possessing an insured ticket.
  • Medical Authority: A legally qualified medical practitioner lawfully entitled to practise medicine or surgery in the country where the serious physical injury or illness occurred.
  • Insured ticket: Any insured ticket for a Performance or a Visit, purchased by the Policyholder from the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille, or online at the www.operadeparis.fr website, or by mail, or via the Opéra national de Paris call centre, and scheduled to take place at the Palais Garnier or the Opéra Bastille or at any of the partner institutions of the Opéra national de Paris.
  • Insurance Certificate: Document sent by e-mail to the Policyholder from SPB to confirm the insurance coverage.
  • Residence: The primary and usual domicile of the policyholder, located in metropolitan France or in one of the countries of the European Union or Switzerland.
  • Breaking and Entering: The forcing, damaging or destruction of any opening or closing device. The following is considered breaking and entering: the use of false keys or keys unduly obtained, or any instrument that might be fraudulently employed to activate a closing device without forcing it or degrading it.
  • Coverage: The guarantee of insurance relative to the Policy.
  • Serious illness: Unexpected impairment of health certified by a Medical Authority, leading to the issuance of a prescription for medications for the patient and involving the cessation of any professional or other activity.
  • Claim: An event liable to trigger the Coverage specified in the Policy.
  • Insured Performance: The performance for which the insured Ticket was purchased by the policyholder.
  • Third Party: Any individual other than the Insured.

Article 2 – Policy Enrolment Procedures

2.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

Enrolment in the Policy must be completed at the same time as the purchase of the insured Ticket(s). The payment of the insurance premium is determined as per the conditions laid down in Article 10.
The Policyholder has access to these General Terms through the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille and in such cases must acknowledge having read and understood them prior to enrolment in the Policy.
The Policyholder will receive a copy of the General Terms at the box office.
The Policyholder must provide the Opéra national de Paris a postal address or an e-mail address at the time of enrolment.

2.2 In the case of Policy enrolment with the Opéra national de Paris online at www.operadeparis.fr, by mail, or via the Paris Opera call centre

The Policyholder must subscribe to the Policy at the same time as the purchase of the insured Ticket(s). The insurance premium is specified in the conditions laid down in Article 10.

The Policyholder has access to these General Terms on the website at www.operadeparis.fr or by post but in either case, must acknowledge having read and understood them prior to enrolment in the Policy.
The Policyholder must provide the Opéra national de Paris an e-mail address at the time of enrolment.

In the 24 working hours following the date of enrolment online at www.operadeparis.fr or by post, or via the call centre, the Policyholder will receive an e-mail from SPB, containing the General Terms and the Insurance Certificate.

Article 3 – Right of Withdrawal from the Policy

3.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

The above article 3.1 also applies if the Policyholder can prove prior coverage for one of the risks covered by the Policy and would like to exercise his or her right of withdrawal because of it (Article L. 112-10 of the Insurance Code).

3.2 In the case of Policy enrolment online at the Opéra national de Paris website at www.operadeparis.fr, or by mail, or via the Paris Opera’s call centre

Policy enrolment does not constitute a definitive commitment for the Policyholder who has 14 (fourteen) calendar days following the receipt of the Insurance Certificate to exercise his or her right of withdrawal, which can be done by writing to: the Opéra national de Paris - Service des Relations avec le Public - 120, rue de Lyon - 75012 PARIS. The letter, which should be sent by registered mail can be based on the following model:

“I, the undersigned, Last Name, First Name, Address, would like to exercise my right of withdrawal and unsubscribe from the Performance & Visit Cancellation” insurance policy (date and signature)”.
However, the Policyholder will be deemed to have waived the right of withdrawal if a Claim is filed during the withdrawal period. (Article L112-2-1 II 3° c/ of the Insurance Code).
The above article 3.1 also applies if the Policyholder can prove prior coverage for one of the risks covered by the Policy and would like to exercise his or her right of withdrawal because of it (Article L. 112-10 of the Insurance Code).

Article 4 – Purpose of the Insurance

  • Insured visit: The visit to the Palais Garnier or the Opéra Bastille for which the insured ticket was purchased by the policyholder.
  • Theft: Fraudulent misappropriation committed by a third party. 

The purpose of the Insurance is to refund the purchase price of the Insured Ticket or Tickets to the Policyholder when those insured Tickets could not be used due to:
The inability of one of the Insured to attend an insured Performance or participate in an insured Visit arising from one of the Events listed in Article 5, WITH THE UNDERSTANDING THAT THe reFUND OF INSURED TICKETS IS limitED to 9 (nINE) TICKETS.

Subject to the Exclusions of the Insurance

Article 5 – Insured Events

  • Serious physical injury, Serious illness of one of the Insured, resulting in their inability to attend an insured Performance or an insured Visit.
  • Serious physical injury, Serious illness or death of the spouse or common-law partner, or a PACS civil union partner, or an ascendant or a descendant to the second degree, or a brother or a sister of one of the Insured resulting in their inability to attend an insured Performance or an insured Visit.
  • Serious physical injury, Serious illness or death of the person who was supposed to look after the Insured’s underage children during the insured Performance or insured Visit.
  • Complications during a pregnancy of an Insured person necessitating home confinement on the day of the insured Performance or insured Visit, even if the pregnancy was known at the time of the Policy’s signing.
  • Birth of a child or a grandchild of the Insured during the 7 days preceding the insured Performance or insured Visit.
  • Public transport strike on the day of the insured Performance or insured Visit, namely, industrial action resulting in the suspension of the mode of public transport originally intended to be used to get to the insured Performance or insured Visit, ON THE UNDERSTANDING THAT NO OTHER FORM OF PUBLIC TRANSPORT IS AVAILABLE THAT COULD CONVEY THE INSURED PARTY TO THE INSURED PERFORMANCE OR THE INSURED VISIT; AND ON THE UNDERSTANDING THAT ANY OTHER FORM OF PUBLIC transport THAT MAY BE AVAILABLE doubleS THe initial TRAVEL TIME BY AT LEAST 30 minutes.
  • Significant property damage, arising after the Policy’s signing, at the Residence of the Insured or the commercial premises or the agricultural holding of which the Insured is owner, tenant or non-paying occupant.
    IN SO FAR THAT THE SAID PROPERTY DAMAGES MAKE IT ESSENTIAL FOR THE INSURED TO BE PRESENT ON THE PREMISES TO CARRY OUT THE NECESSARY PROTECTIVE MEASURES ON THe DAY OF THE INSURED PERFORMANCE OR THE INSURED VISIT.
  • Summons instructing the Insured to appear in court for jury duty or as a witness on the day of the insured Performance or insured Visit. IN SO FAR THAT THE SUMMONS WAS NOT KNOWN TO THE INSURED AT THE TIME OF THE POLICY’S SIGNING.
  • The insured is convened to re-sit an exam on the day of the insured Performance or insured Visit.
    ON CONDITION THAT THE FAILURE TO PASS THE EXAM AND THE date OF THE RE-SIT exaM WERE NOT KNOWN TO THE INSURED AT THE TIME OF THE POLICY’S SIGNING.
  • Bona fide occupational commitment, namely, the insured is obliged to travel on business at least 150 km from the location of the insured Performance or insured Visit on the day of the insured Performance or insured Visit; or the Insured is obliged to be at their place of work or at a business meeting with a supplier or a client at the time of the insured Performance or insured Visit.
    IN SO FAR THAT THE PROFESSIONAL COMMITMENT IN QUESTION WAS NOT KNOWN TO THE INSURED AT THE TIME OF THE POLICY’S SIGNING.
  • Theft of identity papers (identity card or passport) in the month prior to the insured Performance or insured Visit which are indispensable for the Insured to travel to the insured Performance or insured Visit or to pick up an insured ticket.
    ON CONDITION THAT THE THEFT IS OFFICIALLY REPORTED TO THE RELEVANT police AUTHORITIES.
  • Theft of an Insured ticket as a result of a break-in or an assault.
    ON CONDITION THAT THE THEFT IS OFFICIALLY REPORTED TO THE RELEVANT police AUTHORITIES.
  • Immobilisation of the Insured’s vehicle until the day after the insured Performance or insured Visit.
    ON CONDITION THAT THE SAID IMMOBILISATION RESULTED FROM A TRAFFIC accident oR A MECHANICAL BREAKDOWN (EXCEPT THOSE CAUSED BECAUSE THE VEHICLE RAN OUT OF FUEL), AND OCCURRED IN THE 6 HOURS prECEDING THe INSURED PERFORMANCE OR THE INSURED VISIT AND NECESSITATED THE intervention OF A BREAKDOWN VAN OR TOW TRUCK.
  • Any other random event. ON CONDITION THAT IT rEsultS FROM AN UNINTENTIONAL CIRCUMSTANCE ON THE part OF THE INSURED OR A MEMBER OF HIS OR HER FAMILY WHICH WAS PRECIPITATED BY THE action OF AN EXTERNAL cause THAT WAS UNFORESEEABLE ON THE DAY OF THE POLICY’s SIGNING.

Article 6 – Exclusions

The Insurance is forfeit when the Insured tickets could not be used due to the occurrence or existence of one of the following circumstances or events::

  • Cancellation of the actual Insured Performance or Insured Visit.
  • Insured tickets that are exchanged by the Opéra national de Paris for tickets for the same insured Performance or insured Visit on a different date to the one initially scheduled.
  • Insured Tickets refunded to the Insured by the Opéra national de Paris.
  • Insured Tickets that have been resold by the Insured on the official ticket exchange operated by the Opéra national de Paris.
  • Accidents or illnesses that resulted in a previous diagnosis, a treatment, a relapse or hospitalisation, before the date on which the Policy was signed.
  • Illnesses requiring psychological care and medical treatment and/or psychotherapeutic treatment (including nervous breakdown) except when the illness in question results in hospitalisation for at least 4 consecutive days.
  • Death of one of the Insured.
  • Suicide, or attempted suicide.
  • Loss of insured Tickets.
  • Loss of Identity papers.
  • Theft of insured Tickets that did not involve a break-in or an assault.
  • Cosmetic treatments, spa cures.
  • Voluntary termination of a pregnancy and in vitro fertilisation.
  • Periodic or ongoing medical examinations.
  • Epidemics, pandemics, as defined by the Ministry of Health or by the WHO, pollution, strikes (except public transport strikes covered by the Insurance), natural disasters, riots, popular movements.
  • Wilful or malicious conduct on the part of the Insured.
  • Events that the Insured was aware of at the time he or she enrolled in the Policy that are liable to give rise to an indemnity.
  • Criminal proceedings that the Insured is the subject of.
  • Failure, for whatever reason, to present one of the documents required to pick up insured Tickets, except for the Theft of identity papers provided for in Article 5.
  • Accidents resulting in the disintegration of a nuclear core or those caused by earthquakes, volcanic eruptions or any other cataclysm.
  • Civil war, war or foreign invasion, riots, popular movements, acts of terrorism or the threat of them, or exposure to a source of radioactivity.   

Article 7 – Insurance claims

All claims must be reported to SPB.
Claims must be reported no more than 15 days after the Insured becomes aware of the event in question and no later than 24 hours after the date of the insured Performance or insured Visit, except in the case of a fortuitous event or an act of God. The Policyholder’s failure to respect these deadlines, will negate his or her right to Insurance if the Insurer can establish that the delay has been detrimental to its interests.

Article 8 – Supporting documents for claims

The Policyholder or the Insured must provide the necessary documentation for the following claims:

· In all cases:

  • The Insurance Certificate and the invoice for payment of the insurance premium.
  • The original insured Ticket(s) (except if the insured Tickets could not be picked up and except if the insured Tickets were stolen) and the Policyholder’s bank-routing number (to facilitate the transfer of the insurance pay-out).
  • If the insured Tickets could not be picked up or if the insured Tickets were stolen: Proof of payment (bill, bank or credit card statement etc.).
  • In the event of serious physical injury or serious illness: Initial Medical Certificate specifying the date and nature of the accident or illness (to be delivered sealed and marked as “private” to the Medical Officer at SPB).
  • In the event of death: Copy of the death certificate.
  • In the event of complications during a pregnancy: Medical Certificate attesting that the Insured has to remain homebound on the day of the insured Performance or insured Visit (to be delivered sealed and marked as “private” to the Medical Officer at SPB).
  • In the event of a birth: Copy of the birth certificate.
  • In the event of significant property damage: Copy of the insurance claim sent to the Insurer of the damaged property.
  • In the event that the insured is summoned to appear in court for jury duty or as a witness or convened to re-sit an exam: Copy of the official summons or convocation.
  • In the event of a Bona fide occupational commitment: Copy of the mission order drafted by the employer of the Insured along with a copy of the identity papers of the immediate supervisor who authorised the business trip or obliged the Insured to be at his or her place of work.
  • In the event of a business meeting with a supplier or a client: copy of the identity papers of the person the Insured was meeting with.
  • In the event of the Theft of identity papers or the Theft of insured Tickets: Copy of the police report.
  • In the event that the Insured’s vehicle is immobilised: Copy of the invoice from the breakdown service or tow truck.
  • For any other random event: All items requested by SPB that, in view of the nature of the event, may help to establish the circumstances that caused it.

All supporting documents associated with a claim must be sent to SPB.

Article 9 – Other provisions pertaining to the Claim

  • Payment of the indemnity: The indemnity is paid to the Policyholder by electronic transfer in the 5 working days following the date on which SPB is in possession of all the supporting documents pertaining to the Claim.
  • Limitation period: In accordance with Articles L 114-1, L 114-2 and L114-3 of the Insurance Code, any action relative to the application of the Policy must be initiated within two years of the date of the event that gave rise to it. The limitation period may be interrupted as per one of the conditions provided for in the Insurance Code, by sending a registered letter with acknowledgment of receipt.

Article L 114-1 of the Insurance Code:

Any action deriving from an Insurance Policy must be initiated within two years of the date of the event that gave rise to it. However, this limitation period will begin:

1- In the event of non-disclosure, omission, or a false or inaccurate declaration concerning the risk incurred, on the date the Insurer became aware of it.

2- In the case of a Claim, only on the day when those affected became aware of the event that resulted in the Claim, if the can prove that they were unaware of it until then. When the action of the Insured against the Insurer involves a third party, the limitation period will begin on the day on which the third party brought legal action against the Insured or has been indemnified by the latter. […]

Article L 114-2 of the Insurance Code:

The period of limitation is interrupted by one of the common causes for interrupting a period of limitation and by the appointment of experts following a claim. Furthermore, the interruption of an action’s period of limitation may be triggered by sending a registered letter with acknowledgement of receipt to the Insured by the Insurer regarding legal action for payment of a premium or by the Insured to the Insurer regarding payment of the indemnity.

The common causes for interrupting the period of limitation, pursuant to Articles 2240 to 2246 of the Civil Code, are a court summons, even in summary proceedings, a court order or seizure, as well as one party’s recognition of the rights of the other party.

Article L114-3 of the Insurance Code:

By way of derogation from Article 2254 of the Civil Code, the parties of the insurance policy cannot, even by common consent, alter the period of limitation, nor add to the reasons for its suspension or interruption.

  • Subrogation: In accordance with Article L 121.12 of the Insurance Code, in the case of partial or total payment of the indemnities, the Insurer is automatically subrogated to all the rights and actions of the Insured, up to the amount of the indemnities paid.

Article 10 – Payment

10.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

The Policyholder will, with his or her express agreement, pay the insurance premium in its entirety to the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille on the date that the insured Performances or insured Visits are booked.
The amount of the insurance premium, inclusive of all taxes, is indicated on the Insurance Certificate.

10.2 In the case of Policy enrolment online at the Opéra national de Paris website at www.operadeparis.fr, or by mail, or via the Paris Opera’s call centre

The Policyholder will, with his or her express agreement, pay the insurance premium in its entirety to the Opéra national de Paris on the website at www.operadeparis.fr or by mail or via the call centre, on the date that the insured Performances or insured Visits are booked.
The amount of the insurance premium, inclusive of all taxes, is indicated on the Insurance Certificate.

Article 11 – Insurance start date and period of validity

11.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

The Insurance takes effect, with the express agreement of the Policyholder, on the date that the insured Performance or insured Visit is booked – through the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille – in other words, before the date that the right to withdrawal expires.

11.2 In the case of Policy enrolment at the Opéra national de Paris online at the www.operadeparis.fr website, or by mail, or via the Paris Opera’s call centre

The Insurance takes effect, with the express agreement of the Policyholder, on the date that the insured Performance or insured Visit is booked – through the Opéra national de Paris online at www.operadeparis.fr or by mail or via the Opera’s call centre - in other words, before the date that the right to withdrawal expires.

11.3 In all cases

The Insurance expires:

- Automatically the day following the insured Performance or insured Visit or
- Before that date:

  • In the event of non-payment of the Insurance premium (L 113-3 of the Insurance Code).
  • If the option to terminate enrolment annually is exercised on the yearly anniversary date of enrolment, by recommended letter with acknowledgement of receipt, sent at least two months prior to the anniversary of enrolment, to the address of the Broker Manager.
  • In all other cases provided for by the Insurance Code.

Article 12 – Information technology, Data and Civil Liberties

The Policyholder and the Insured are expressly informed of the existence of data collection and declare that they agree to the automated processing of personal data collected from them by the Insurer, by IN CONFIDENCE INSURANCE and by SPB (and their agents, notably PRICEMINISTER) as part of their acceptance of the Policy and during the management of it. They are expressly reminded that, in accordance with the provisions of the (amended) French law Nº 78-17 dated January 6, 1978 relating to information technology, data and civil liberties, providing this information is mandatory, as it is necessary to obtain the Insurance and manage enrolment. This information is exclusively intended for the Insurer, for IN CONFIDENCE INSURANCE and for SPB (and their agents, notably PRICEMINISTER) for the purposes of managing enrolment, as well as for their contractual partners who help to ensure that management and, where applicable, to the relevant Regulatory Authorities.

The Policyholder and the Insured have the right to access, oppose, rectify and delete information pertaining to them that is contained in the data files of the Insurer, IN CONFIDENCE INSURANCE or SPB, under the conditions provided for by the (amended) French law Nº 78-17 dated January 6, 1978 and can do so by contacting SPB by registered letter with acknowledgement of receipt.
All false or improper declarations may be subject to specific attention aimed at preventing or identifying fraud.
The telephone conversations between the Policyholder or the Insured and SPB may be recorded for the purpose of assuring the quality of services rendered or in the context of claims management.
The data collected for managing enrolment and claims may be shared with subsidiaries and subcontractors of SPB outside the European Union, under the conditions and terms provided for by law and the authorisations obtained from CNIL, the French data protection watchdog.

The Policyholder has the right to register on the national do not call registry to prevent telemarketing by visiting the website: www.bloctel.gouv.fr

Article 13 – Territoriality

The Insurance remains effective worldwide irrespective of where the event that resulted in the Claim occurred.
However, any compensation given to the Policyholder in settlement of the Claim will be paid in euros only.

Article 14 – Claims / Arbitration

  • In the event of a problem pertaining to the management of the Policyholder’s enrolment, or the Policyholder’s insurance premium or Claim, the Policyholder may submit his complaint to the Claims Department at SPB as follows:
    Using the online claim form at the website www.spb-assurance.fr

- E-mail address: reclamations-operaannulationspectacles@spb.eu
- Postal address: SPB Département Réclamations - CS 90000 - 76095 Le Havre Cedex
- Fax : + 33 (0)2 32 74 29 69

The Claims Department at SPB undertakes to acknowledge any complaint within 10 working days after it is received (even if the reply to the complaint is also provided within that time period) and to provide a reply to the complaint no later than 2 months after the date it was received (except under special circumstances about which the Policyholder will be kept informed).

In the event that the Claims Department at SPB rejects or refuses to act on the complaint, in whole or in part, the Policyholder may also contact the Insurer in writing (indicating the relevant case file and enclosing copies of any supporting documents) at:

LA PARISIENNE ASSURANCES
Service « Relations Clients »
120 - 122 rue Réaumur
TSA 60235
75083 PARIS CEDEX 02

The Insurer will acknowledge receipt of the complaint within 10 working days after it is received and will also specify the expected length of time it will take to process it.
The procedure described above does not apply if legal action has been initiated by either the Insured or the Insurer.

If the dispute persists after the Insurer has responded to the complaint, the Insured may seek the opinion of the Insurance Arbitrator whose contact details will be provided by the Insurer’s “Customer Relations” Department. The provisions of this paragraph shall be without prejudice to other avenues of legal action.
The Policyholder may also use the European Commission’s online dispute resolution platform (RLL) by using the following link: http://ec.europa.eu/consumers/odr/

Article 15 – Multiple Insurance

In accordance with the provisions of Article L. 121-4 of the Insurance Code, when several insurances are taken out without fraud, each of them will have effect in the limits of the coverage of each policy and in accordance with the provisions of Article L. 121-1 of the Insurance Code.

Article 16 – Applicable Law and language – Jurisdiction

The language used for the duration of the Policy is French. The pre-contractual relations and the General Terms herein are governed by French law. Any dispute arising from the implementation or interpretation of the General Terms herein will be subject to the exclusive jurisdiction of the French courts.

Fact sheet and guidelines - Groups

In order to subscribe to the “Performance & Visit Cancellation” insurance, you must acknowledge and accept the General Terms below. You must retain a copy of these General Terms.

To download the General Terms go to the menu: File >Save a copy.

Fact sheet and guidelines for exercising the right of withdrawal as provided for in article L.112-10 of the Insurance Code (Code des assurances)

You are asked to verify that you are not already the beneficiary of a policy covering one of the risks guaranteed by the new “Performance & Visit Cancellation” insurance policy. If such is the case, you may exercise your right to withdraw from this contract within 14 (fourteen) calendar days of its signing, without fee or penalty, if all of the following conditions are met:

  • You have taken out this policy for non-commercial purposes only;
  • This policy came as a supplement to the purchase of a good or a service sold by the Opéra national de Paris;
  • You attest that you are already covered for one of the risks covered by this new policy;
  • The policy which you wish to withdraw from is not fully executed;
  • You have submitted no claim for any incident covered by this policy.

If such is the case, you can exercise your right to withdraw from this policy by letter or any other durable medium by sending your request to:

Opéra national de Paris

Service des Relations avec le Public
120, rue de Lyon
75012 PARIS

The letter of withdrawal may be based on the following model: I, the undersigned, Last Name, First Name, Address, would like to exercise my right of withdrawal and unsubscribe from the “Performance & Visit Cancellation” insurance policy (date and signature)”.

In the case of multiple insurance, your request must be accompanied by documentation proving that you are already insured for one of the risks covered by the new policy. The Opéra National de Paris, in the name of and on behalf of the Insurer, is required to refund the insurance premium that has already been paid, within thirty days following your withdrawal from the contract.

In the case of distant sales, you also have the right to exercise your right of withdrawal within 14 calendar days following the receipt of the Insurance Certificate (article L112-2-1 of the Insurance code) as per the terms outlined above.

However, you will be deemed to have waived your right of withdrawal if you file a claim during the withdrawal period.

General Terms - Groups

The General Terms of the voluntary group insurance policy Nº ICIOPAS16 (hereafter referred to as “the Policy”) underwritten:

  • By the Opéra national de Paris as a commercial and industrial public institution, and in its capacity as an underwriter (hereafter referred to as “the Opéra national de Paris”,
  • In association with IN CONFIDENCE INSURANCE, A French SAS company with a share capital of 1,000 euros, having its headquarters at: Tour d’Asnières Hall D - 4 Avenue Laurent Cely – 92600 Asnières sur Seine - France, registered on the Nanterre Trade and Companies Register (RCS) under the Nº 798 338 182, registered with ORIAS under the Nº 14 000 507(www.orias.fr), (hereafter referred to as “IN CONFIDENCE INSURANCE”), duly authorised to act on behalf of LA PARISIENNE ASSURANCES, a joint stock company with a capital of 4,397,888 euros, having its headquarters at 120-122 rue Réaumur PARIS – a company regulated by the French Insurance code, registered on the Nanterre Trade and Companies Register (RCS) under the Nº B 562 117 085 (hereafter referred to as “the Insurer” or “LA PARISIENNE ASSURANCES”).
  • And through the intermediary of SPB, A French SAS insurance brokerage with a capital of 1,000,000 euros, having its headquarters at: 71 Quai Colbert - 76600 LE HAVRE, registered on the Le Havre Trade and Companies Register (RCS) under the Nº 305 109 779, and registered with ORIAS under the Nº 07 002 642 (www.orias.fr), as insurance broker and manager (hereafter referred to as “the Broker” or “SPB”).

The Policy is presented by the Opéra national de Paris under the derogation provided for in Article R 513-1 of the French Insurance Code.
The Policy is subject to the rules and regulations applicable in France.

LA PARISIENNE ASSURANCES, IN CONFIDENCE INSURANCE and SPB are subject to supervisory review by the Autorité de Contrôle Prudentiel et de Résolution, 61 rue Taitbout, 75436 Paris Cedex 09.

SPB is authorised by the Insurer to manage the Policy both in terms of enrolment and the implementation of the Performance & Visit Cancellation Insurance.

SPB may be contacted in the following ways:

  • By post: SPB – Service Annulation Opéra national de Paris- 71 quai Colbert – CS 90000- 76095 Le Havre Cedex
  • By telephone: 0969 360 297 (*)
    Lines are open Monday through Saturday (except public holidays and unless otherwise restricted by legal or regulatory order ) from 8 am to 8 pm.

(*) Standard-rate call.
  • By e-mail: operabilletterie@spb.eu

Article 1 – Definitions

  • Serious physical injury: Unexpected impairment of health resulting from the sudden action of an external cause beyond the control of the victim, certified by a medical Authority, leading to the issuance of a prescription for medications for the patient and involving the cessation of any professional or other activity.
  • Policyholder: Any individual of legal age, having subscribed to the Policy under the conditions specified in Article 2 “Policy Enrolment Procedures” at the time one or several Insured tickets were purchased.
  • Assault: Any threat or physical violence exerted by a Third party in order to deprive the policyholder or the Insured of the insured ticket.
  • Insured: Any individual possessing an insured ticket.
  • Medical Authority: A legally qualified medical practitioner lawfully entitled to practise medicine or surgery in the country where the serious physical injury or illness occurred.
  • Insured ticket: Any insured ticket for a Performance or a Visit, purchased by the Policyholder from the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille, or online at the www.operadeparis.fr website, or by mail, or via the Opéra national de Paris call centre, and scheduled to take place at the Palais Garnier or the Opéra Bastille or at any of the partner institutions of the Opéra national de Paris.
  • Insurance Certificate: Document sent by e-mail to the Policyholder from SPB to confirm the insurance coverage.
  • Residence: The primary and usual domicile of the policyholder, located in metropolitan France or in one of the countries of the European Union or Switzerland.
  • Breaking and Entering: The forcing, damaging or destruction of any opening or closing device. The following is considered breaking and entering: the use of false keys or keys unduly obtained, or any instrument that might be fraudulently employed to activate a closing device without forcing it or degrading it.
  • Coverage: The guarantee of insurance relative to the Policy.
  • Serious illness: Unexpected impairment of health certified by a Medical Authority, leading to the issuance of a prescription for medications for the patient and involving the cessation of any professional or other activity.
  • Claim: An event liable to trigger the Coverage specified in the Policy.
  • Insured Performance: The performance for which the insured Ticket was purchased by the policyholder.
  • Third Party: Any individual other than the Insured.

Article 2 – Policy Enrolment Procedures

2.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

Enrolment in the Policy must be completed at the same time as the purchase of the insured Ticket(s). The payment of the insurance premium is determined as per the conditions set out in Article 10.
The Policyholder has access to these General Terms through the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille and in such cases must acknowledge having read and understood them prior to enrolment in the Policy.
The Policyholder will receive a copy of the General Terms at the box office.
The Policyholder must provide the Opéra national de Paris a postal address or an e-mail address at the time of enrolment.

2.2 In the case of Policy enrolment with the Opéra national de Paris online at www.operadeparis.fr, by mail, or via the Paris Opera call centre.

Enrolment in the Policy must be completed at the same time as the purchase of the insured Ticket(s). The payment of the insurance premium is determined as per the conditions set out in Article 10.
The Policyholder has access to these General Terms on the website at www.operadeparis.fr or by post but in either case, must acknowledge having read and understood them prior to enrolment in the Policy.
The Policyholder must provide the Opéra national de Paris a postal address or an e-mail address at the time of enrolment.

In the 24 working hours following the date of enrolment online at www.operadeparis.fr or by post, or via the call centre, the Policyholder will receive an e-mail from SPB containing the General Terms and the Insurance Certificate.

Article 3 – Right of Withdrawal from the Policy

3.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

The above article 3.1 also applies if the Policyholder can prove prior coverage for one of the risks covered by the Policy and would like to exercise his or her right of withdrawal because of it (Article L. 112-10 of the Insurance Code).

3.2 In the case of Policy enrolment with the Opéra national de Paris online at www.operadeparis.fr, by mail, or via the Paris Opera call centre

Policy enrolment does not constitute a definitive commitment for the Policyholder who has 14 (fourteen) calendar days following the receipt of the Insurance Certificate to exercise his or her right of withdrawal, which can be done by writing to: the Opéra national de Paris - Service des Relations avec le Public - 120, rue de Lyon - 75012 PARIS. The letter, which should be sent by registered mail can be based on the following model:

“I, the undersigned, Last Name, First Name, Address, would like to exercise my right of withdrawal and unsubscribe from the Performance & Visit Cancellation” insurance policy (date and signature)”.

However, the Policyholder will be deemed to have waived the right of withdrawal if a Claim is filed during the withdrawal period. (Article L112-2-1 II 3° c/ of the Insurance Code).
The above article 3.1 also applies if the Policyholder can prove prior coverage for one of the risks covered by the Policy and would like to exercise his or her right of withdrawal because of it (Article L. 112-10 of the Insurance Code).

Article 4 – Purpose of the Insurance

The purpose of the Insurance is to refund the purchase price of the Insured Ticket or Tickets to the Policyholder when those insured Tickets could not be used due to:
The inability of one of the Insured to attend an insured Performance or participate in an insured Visit arising from one of the Events listed in Article 5,
WITH THE UNDERSTANDING THAT THE REFUND OF INSURED TICKETS IS LIMITED TO THE NUMBER OF TICKETS PURCHASED FROM THE Opéra national de Paris BY THE POLICYHOLDER.

Subject to the Exclusions of the Insurance

Article 5 – Insured Events

  • Serious physical injury, Serious illness of one of the Insured, resulting in their inability to attend an insured Performance or an insured Visit.
  • Serious physical injury, Serious illness or death of the spouse or common-law partner, or a PACS civil union partner, or an ascendant or a descendant to the second degree, or a brother or a sister of one of the Insured resulting in their inability to attend an insured Performance or an insured Visit.
  • Serious physical injury, Serious illness or death of the person who was supposed to look after the Insured’s underage children during the insured Performance or insured Visit.
  • Complications during a pregnancy of an Insured person necessitating home confinement on the day of the insured Performance or insured Visit, even if the pregnancy was known at the time of the Policy’s signing.
  • Birth of a child or a grandchild of the Insured during the 7 days preceding the insured Performance or insured Visit.
  • Public transport strike on the day of the insured Performance or insured Visit, namely, industrial action resulting in the suspension of the mode of public transport originally intended to be used to get to the insured Performance or insured Visit, ON THE UNDERSTANDING THAT NO OTHER FORM OF PUBLIC TRANSPORT IS AVAILABLE THAT COULD CONVEY THE INSURED PARTY TO THE INSURED PERFORMANCE OR THE INSURED VISIT; AND ON THE UNDERSTANDING THAT ANY OTHER FORM OF PUBLIC transport THAT MAY BE AVAILABLE doubleS THe initial TRAVEL TIME BY AT LEAST 30 minutes.
  • Significant property damage, arising after the Policy’s signing, at the Residence of the Insured or the commercial premises or the agricultural holding of which the Insured is owner, tenant or non-paying occupant.
    IN SO FAR THAT THE SAID PROPERTY DAMAGES MAKE IT ESSENTIAL FOR THE INSURED TO BE PRESENT ON THE PREMISES TO CARRY OUT THE NECESSARY PROTECTIVE MEASURES ON THe DAY OF THE INSURED PERFORMANCE OR THE INSURED VISIT.
  • Summons instructing the Insured to appear in court for jury duty or as a witness on the day of the insured Performance or insured Visit.
    IN SO FAR THAT THE SUMMONS WAS NOT KNOWN TO THE INSURED AT THE TIME OF THE POLICY’S SIGNING.
  • The insured is convened to re-sit an exam on the day of the insured Performance or insured Visit.
    ON CONDITION THAT THE FAILURE TO PASS THE EXAM AND THE date OF THE RE-SIT exaM WERE NOT KNOWN TO THE INSURED AT THE TIME OF THE POLICY’S SIGNING.
  • Bona fide occupational commitment, namely, the insured is obliged to travel on business at least 150 km from the location of the insured Performance or insured Visit on the day of the insured Performance or insured Visit; or the Insured is obliged to be at their place of work or at a business meeting with a supplier or a client at the time of the insured Performance or insured Visit.
    IN SO FAR THAT THE PROFESSIONAL COMMITMENT IN QUESTION WAS NOT KNOWN TO THE INSURED AT THE TIME OF THE POLICY’S SIGNING.
  • Theft of identity papers (identity card or passport) in the month prior to the insured Performance or insured Visit which are indispensable for the Insured to travel to the insured Performance or insured Visit or to pick up an insured ticket.
    ON CONDITION THAT THE THEFT IS OFFICIALLY REPORTED TO THE RELEVANT police AUTHORITIES.
  • Theft of an Insured ticket as a result of a break-in or an assault.
    ON CONDITION THAT THE THEFT IS OFFICIALLY REPORTED TO THE RELEVANT police AUTHORITIES.
  • Immobilisation of the Insured’s vehicle until the day after the insured Performance or insured Visit.
    ON CONDITION THAT THE SAID IMMOBILISATION RESULTED FROM A TRAFFIC accident oR A MECHANICAL BREAKDOWN (EXCEPT THOSE CAUSED BECAUSE THE VEHICLE RAN OUT OF FUEL), AND OCCURRED IN THE 6 HOURS prECEDING THe INSURED PERFORMANCE OR THE INSURED VISIT AND NECESSITATED THE intervention OF A BREAKDOWN VAN OR TOW TRUCK.
  • Any other random event.
    ON CONDITION THAT IT rEsultS FROM AN UNINTENTIONAL CIRCUMSTANCE ON THE part OF THE INSURED OR A MEMBER OF HIS OR HER FAMILY WHICH WAS PRECIPITATED BY THE action OF AN EXTERNAL cause THAT WAS UNFORESEEABLE ON THE DAY OF THE POLICY’s SIGNING.

Article 6 – Exclusions

The Insurance is forfeit when the Insured tickets could not be used due to the occurrence or existence of one of the following circumstances or events:

  • Cancellation of the actual Insured Performance or Insured Visit.
  • Insured tickets that are exchanged by the Opéra national de Paris for tickets for the same insured Performance or insured Visit on a different date to the one initially scheduled.
  • Insured Tickets refunded to the Insured by the Opéra national de Paris.
  • Insured Tickets that have been resold by the Insured on the official ticket exchange operated by the Opéra national de Paris.
  • Accidents or illnesses that resulted in a previous diagnosis, a treatment, a relapse or hospitalisation, before the date on which the Policy was signed.
  • Illnesses requiring psychological care and medical treatment and/or psychotherapeutic treatment (including nervous breakdown) except when the illness in question results in hospitalisation for at least 4 consecutive days.
  • Death of one of the Insured.
  • Suicide, or attempted suicide.
  • Loss of insured Tickets.
  • Loss of Identity papers.
  • Theft of insured Tickets that did not involve a break-in or an assault.
  • Cosmetic treatments, spa cures.
  • Voluntary termination of a pregnancy and in vitro fertilisation.
  • Periodic or ongoing medical examinations.
  • Epidemics, pandemics, as defined by the Ministry of Health or by the WHO, pollution, strikes (except public transport strikes covered by the Insurance), natural disasters, riots, popular movements.
  • Wilful or malicious conduct on the part of the Insured.
  • Events that the Insured was aware of at the time he or she enrolled in the Policy that are liable to give rise to an indemnity.
  • Criminal proceedings that the Insured is the subject of.
  • Failure, for whatever reason, to present one of the documents required to pick up insured Tickets, except for the Theft of identity papers provided for in Article 5.
  • Accidents resulting in the disintegration of a nuclear core or those caused by earthquakes, volcanic eruptions or any other cataclysm.
  • Civil war, war or foreign invasion, riots, popular movements, acts of terrorism or the threat of them, or exposure to a source of radioactivity.

Article 7 – Insurance claims

All claims must be reported to SPB.

Claims must be reported no more than 15 days after the Insured becomes aware of the event in question and no later than 24 hours after the date of the insured Performance or insured Visit, except in the case of a fortuitous event or an act of God. The Policyholder’s failure to respect these deadlines, will negate his or her right to Insurance if the Insurer can establish that the delay has been detrimental to its interests.

Article 8 – Supporting documents for claims

The Policyholder or the Insured must provide the necessary documentation for the following claims:

  • In all cases:

- The Insurance Certificate and the invoice for payment of the insurance premium.

- The original insured Tickets (except if the insured Tickets could not be picked up and except if the insured Tickets were stolen) and the Policyholder’s bank-routing number (to facilitate the transfer of the insurance pay-out).

  • If the insured Tickets could not be picked up or if the insured Tickets were stolen: Proof of payment (bill, bank or credit card statement etc.).
  • In the event of serious physical injury or serious illness: Initial Medical Certificate specifying the date and nature of the accident or illness (to be delivered sealed and marked as “private” to the Medical Officer at SPB).
  • In the event of death: Copy of the death certificate.
  • In the event of complications during a pregnancy: Medical Certificate attesting that the Insured has to remain homebound on the day of the insured Performance or insured Visit (to be delivered sealed and marked as “private” to the Medical Officer at SPB).
  • In the event of a birth: Copy of the birth certificate.
  • In the event of significant property damage: Copy of the insurance claim that was sent to the Insurer of the damaged property.
  • In the event that the insured is summoned to appear in court for jury duty or as a witness or convened to re-sit an exam: Copy of the official summons or convocation.
  • In the event of a Bona fide occupational commitment: Copy of the mission order drafted by the employer of the Insured along with a copy of the identity papers of the immediate supervisor who authorised the business trip or obliged the Insured to be at his or her place of work. In the event of a business meeting with a supplier or a client: copy of the identity papers of the person the Insured was meeting with.
  • In the event of the Theft of identity papers or the Theft of insured Tickets: Copy of the police report.
  • In the event that the Insured’s vehicle is immobilised: Copy of the invoice from the breakdown service or tow truck.
  • For any other random event: All items requested by SPB that, in view of the nature of the event, may help to establish the circumstances that caused it.

All supporting documents associated with a claim must be sent to SPB.

Article 9 – Other provisions pertaining to the Claim

  • Payment of the indemnity: The indemnity is paid to the Policyholder by electronic transfer in the 5 working days following the date on which SPB is in possession of all the supporting documents pertaining to the Claim.
  • Limitation period: In accordance with Articles L 114-1, L 114-2 and L114-3 of the Insurance Code, any action relative to the application of the Policy must be initiated within two years of the date of the event that gave rise to it. The statute of limitations may be interrupted as per one of the conditions provided for in the Insurance Code, by sending a registered letter with acknowledgment of receipt.

Article L 114-1 of the Insurance Code:

Any action deriving from an Insurance Policy must be initiated within two years of the date of the event that gave rise to it. However, this Limitation period will begin:
1 - In the event of non-disclosure, omission, or a false or inaccurate declaration concerning the risk incurred, on the date the Insurer became aware of it .

2 - In the case of a Claim, only from the day when those concerned became aware of the event that resulted in the Claim, if the can prove that they were unaware of it until then. When the action of the Insured against the Insurer involves a third party, the limitation period will begin on the day on which the third party brought legal action against the Insured or has been indemnified by the latter. […]

Article L 114-2 of the Insurance Code:

he period of limitation is interrupted by one of the common causes for interrupting the period of limitation and by the appointment of experts following a claim. Furthermore, the interruption of an action’s period of limitation may be initiated by sending a registered letter with acknowledgement of receipt to the Insured by the Insurer regarding legal action for payment of the premium and by the Insured to the Insurer regarding payment of the indemnity.
The common causes for interrupting the period of limitation, pursuant to Articles 2240 to 2246 of the Civil Code, are a court summons, even in summary proceedings, a court order or seizure, as well as one party’s recognition of the rights of the other.

Article L114-3 du Code des assurances :

By way of derogation from Article 2254 of the Civil Code, the parties of the insurance policy cannot, even by common consent, alter the period of limitation, nor add to the reasons for its suspension or interruption.

  • Subrogation: In accordance with Article L 121.12 of the Insurance Code, in the case of partial or total payment of the indemnities, the Insurer is automatically subrogated to all the rights and actions of the Insured, up to the amount of the indemnities paid.

Article 10 – Payment

10.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

The Policyholder will, with his or her express agreement, pay the insurance premium in its entirety to the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille on the date that the insured Performances or insured Visits are booked.
The amount of the insurance premium, inclusive of all taxes, is indicated on the Insurance Certificate.

10.2 In the case of Policy enrolment with the Opéra national de Paris online at www.operadeparis.fr, by mail, or via the Paris Opera call centre

The Policyholder will, with his or her express agreement, pay the insurance premium in its entirety to the Opéra national de Paris on the website at www.operadeparis.fr or by mail or via the call centre, on the date that the insured Performances or insured Visits are booked.

The amount of the insurance premium, inclusive of all taxes, is indicated on the Insurance Certificate.

Article 11 – Insurance start date and period of validity

11.1 In the case of Policy enrolment with the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille

The Insurance takes effect, with the express agreement of the Policyholder, on the date that the insured Performance or insured Visit is booked – through the Opéra national de Paris at the box offices of the Palais Garnier or the Opéra Bastille – in other words, before the date that the right to withdrawal expires.

11.2 In the case of Policy enrolment with the Opéra national de Paris online at www.operadeparis.fr, by mail, or via the Paris Opera call centre

The Insurance takes effect, with the express agreement of the Policyholder, on the date that the insured Performance or insured Visit is booked – through the Opéra national de Paris online at www.operadeparis.fr or by mail or via the Opera’s call centre - in other words, before the date that the right to withdrawal expires.

11.3 In all cases

The Insurance expires:

- Automatically the day following the insured Performance or insured Visit or
- Before that date:

  • In the event of non-payment of the Insurance premium (L 113-3 of the Insurance Code).
  • If the option to terminate enrolment annually is exercised on the yearly anniversary date of enrolment, by recommended letter with acknowledgement of receipt, sent at least two months prior to the anniversary of enrolment, to the address of the Broker Manager.

Article 12 – Information technology, Data and Civil Liberties

The Policyholder and the Insured are expressly informed of the existence of data collection and declare that they agree to the automated processing of personal data collected from them by the Insurer, by IN CONFIDENCE INSURANCE and by SPB (and their agents) as part of their acceptance of the Policy and during the management of it. They are expressly reminded that, in accordance with the provisions of the (amended) French law Nº 78-17 dated January 6, 1978 relating to information technology, data and civil, car nécessaire à l'obtention de la Garantie ainsi qu'à la gestion de l’adhésion. Ces informations sont liberties, providing this information is mandatory, as it is necessary to obtain the Insurance and manage enrolment. This information is exclusively intended for the Insurer, for IN CONFIDENCE INSURANCE and for SPB (and their agents) for the purposes of managing enrolment, as well as for their contractual partners who help to ensure that management and, where applicable, to the relevant Regulatory Authorities.

The Policyholder and the Insured have the right to access, oppose, rectify and delete information pertaining to them that is contained in the data files of the Insurer, IN CONFIDENCE INSURANCE or SPB, under the conditions provided for by the (amended) French law Nº 78-17 dated January 6, 1978 and can do so by contacting SPB by registered letter with acknowledgement of receipt.

All false or improper declarations may be subject to specific attention aimed at preventing or identifying fraud.

The telephone conversations between the Policyholder or the Insured and SPB may be recorded for the purpose of assuring the quality of services rendered or in the context of claims management.

The data collected for managing enrolment and claims may be shared with subsidiaries and subcontractors of SPB outside the European Union, under the conditions and terms provided for by law and the authorisations obtained from CNIL, the French data protection watchdog.

The Policyholder has the right to register on the national do not call registry to prevent telemarketing by visiting the website www.bloctel.gouv.fr

Article 13 – Territoriality

The Insurance remains effective worldwide irrespective of where the event that resulted in the Claim occurred.

However, any compensation given to the Policyholder in settlement of the Claim will be paid in euros only.

Article 14 – Claims / Arbitration

• In the event of a problem pertaining to the management of the Policyholder’s enrolment, or the Policyholder’s insurance premium or Claim, the Policyholder may submit his complaint to the Claims Department at SPB as follows:

Using the online claim form at the website www.spb-assurance.fr
- E-mail address: reclamations-operaannulationspectacles@spb.eu
- Postal address: SPB Département Réclamations - CS 90000 - 76095 Le Havre Cedex
- Fax: + 33 (0)2 32 74 29 69

The Claims Department at SPB undertakes to acknowledge any complaint within 10 working days after it is received (even if the reply to the complaint is also provided within that time period) and to provide a reply to the complaint no later than 2 months after the date it was received (except under special circumstances about which the Policyholder will be kept informed).).

  • In the event that the Claims Department at SPB rejects or refuses to act on the complaint, in whole or in part, the Policyholder may also contact the Insurer in writing (indicating the relevant case file and enclosing copies of any supporting documents) at:

LA PARISIENNE ASSURANCES
Service « Relations Clients »

120 - 122 rue Réaumur
TSA 60235

75083 PARIS CEDEX 02

The Insurer will acknowledge receipt of the complaint within 10 working days after it is received and will also specify the expected length of time it will take to process it.

The procedure described above does not apply if legal action has been initiated by either the Insured or the Insurer.
If the dispute persists after the Insurer has responded to the complaint, the Insured may seek the opinion of the Insurance Arbitrator whose contact details will be provided by the Insurer’s “Customer Relations” Department. The provisions of this paragraph shall be without prejudice to other avenues of legal action.

The Policyholder may also use the European Commission’s online dispute resolution platform (RLL) by using the following link: http://ec.europa.eu/consumers/odr/

Article 15 – Multiple Insurance

In accordance with the provisions of Article L. 121-4 of the Insurance Code, when several insurances are taken out without fraud, each of them will have effect in the limits of the coverage of each policy and in accordance with the provisions of Article L. 121-1 of the Insurance Code.

Article 16 – Applicable Law and language – Jurisdiction

The language used for the duration of the Policy is French. The pre-contractual relations and the General Terms herein are governed by French law. Any dispute arising from the implementation or interpretation of the General Terms herein will be subject to the exclusive jurisdiction of the French courts.

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