Frequently Asked Questions

Once you’ve signed up, you’ll receive a “Welcome” email with your user ID. It is the same number as the one used to connect to the Customer Area and begins with 5.

If you wish to obtain your login information again, please contact us here.

APRIL ASIA members: After registering your account on the Online Portal, the email address which you used to log into the Online Portal will be your user ID to access your Easy Claim account. The same applies to your password.

You can submit reimbursement claims directly on your Easy Claim app, regardless of the amount of your bill.

- Once logged in, click on “Make a request” on the app’s homepage, then on “Submit a claim”.
- Provide the requested information.
- Take a picture of your documents to upload them to the app: medical bill, prescription, and proof of payment.
- Validate your request.

There are several possible scenarios:

1. You need to be repatriated for medical reasons (in case of illness or accident, or if you are highly vulnerable to COVID-19 because of your medical history). In this case, our assistance partners will coordinate your repatriation.

2. Either you wish to return for fear of contracting COVID-19, or on the recommendation of the authorities in your country of origin. In this case, unfortunately, we cannot intervene to take care of your return. This is part of the exclusions of our policies, as of all policies on the market.

If the authorities encourage you to return, and your flight is cancelled or you encounter difficulties in booking your return ticket, these are our recommendations:

- First, contact your airline or travel agency;
- Then, contact the embassy or consulate of your country of stay to obtain information about possible repatriation arrangements organised by your country of origin;
- And finally, contact our assistance partners, who will do their utmost to help you in your endeavours depending on the flight capacities maintained by the airlines.

You can download your insurance certificate in several languages directly from the Easy Claim app by opening the “Access my policy documents” section.

Note for APRIL ASIA members: You can log in to the Online Portal to download your certificate of insurance. After logging in, click on “Policies” and scroll all the way down to the “Documents” section. There, you will find the “Certificate of Insurance”, and you click to download the document.

You can renew your policy before it is set to expire by logging into your Customer Area.

Note for APRIL International Care France members: You have until the last day of your cover to apply for a policy renewal. If your policy is terminated, please contact our sales department by phone at +33 (0)1 73 03 41 29 or by email at conseillers.expat@april-international.com or your insurance intermediary.

Note for APRIL ASIA members: Generally, policy renewals for each country are automatic, but each country has a different procedure for changes to the renewal of a policy. Nonetheless, you will receive a notice of renewal before the end of your policy date, regardless of country. To find out more details about policy renewal, please refer to your Terms & Conditions.