How can I get help from AXA Assistance regarding Stay Benefits for Tenants?

Any communication regarding Stay Benefits claims takes place directly between you and AXA or you and your landlord. AXA Assistance is available 24/7 to ensure all of your inquiries are resolved promptly and you get help as soon as you need it.

Therefore, if your reservation comes with Stay Benefits for Tenants coverage and your issue aligns with the situations covered by Stay Benefits, don't hesitate to ask for help in the following way:

• Assistance services (up to 500€ per lease) 
  • If any issue appears in the household, it's always best to contact the landlord who should manage the necessary steps. However, if you need immediate help and want to deal with it directly, you can contact AXA Assistance directly at the phone numbers and emails indicated in the “Contact” section of your profile.
  • In case you've already paid for the assistance services received out of your own pocket, you can contact AXA Assistance directly to request reimbursement for the expenses you've already incurred. You can find the contact information in the “Contact” section of your profile.
• Liability insurance (up to 20 000€ per lease)
  • If any new damage occurs during your stay, it's essential to contact your landlord as soon as possible. Be sure to provide them with all the necessary information about the incident, including any supporting photos or videos. The landlord is then responsible for taking further steps, with assistance from the insurance company, AXA.
  • In case you've already paid for the damage repairs out of your own pocket, you can contact AXA Assistance directly to request reimbursement for the expenses you've already incurred. You can find the contact information in the “Contact” section of your profile.

IMPORTANT INFORMATION: In case of issuing an invoice for paid services, you need to state the exact billing information that is used on the Flatio lease signed with your landlord. If the billing information on the invoice and on the lease don't match, AXA will not be able to reimburse you for the received services.

Once your claim has been fully submitted, AXA strives to provide resolution within a maximum of 30 days. If approved, the compensation will then be sent within 14 days following the case closing date. This policy is part of their commitment to quick and effective case resolution.