When and how can I submit a claim?

In the event you wish to cancel a flight: 

1) Contact Option Way Customer Services immediately (at least 24 hours before your departure) by message from our website’s Contact page here, to cancel your flights, indicating your booking reference and insurance policy number. Please note that we can only proceed with cancellation during Option Way's opening hours. Important: the insurer will only cover the value of the cancellation fees payable on the day the incident occurs. 

2) Submit your claim within five working dates at the latest via the PRESENCE ASSISTANCE website (see blue box below). After this time, the insurer will be entitled to refuse your claim. For any further information, the Présence Assistance Tourisme advisors are always on hand to help you through the procedures.

Telephone support for individuals Monday to Friday between 9:30 AM and 12:30 AM by phone +33 1 55 90 47 09 or by email at servicegestion@presenceassistance.com.

For medical assistance, repatriation or any other request during your stay: 

1) If you require medical assistance during your trip, contact the VYV IA Assistance Centre immediately and before any other action. You will be assigned a case number: without this case number, you will not be covered. 

VYV IA ASSISTANCE Centre available 24/7: 

By Phone : From overseas: +33 (0)5 86 85 01 28 / From France: 05 86 85 01 28 

By email : ops@vyv-ia.com

2) For reimbursement of medical expenses, submit your claim to the insurer within five working days maximum. After this time, the insurer will be entitled to refuse your claim.

> To submit a claim to the insurer (trip cancellation, baggage...) 

Visit the website: https://pat.gestion-assurance.com/declaration

  • Enter the policy number of your insurance in the "insurance contract number” field :
  • Enter "Option Way" in the travel agency / organism field
  • Enter the first and last names in the “lead passenger” field 
  • Fill in the claim declaration form and in a matter of clicks you will receive an email containing your case number and information on all the documents to submit

Through this site, you will be able to submit your supporting documents and track your case in real time.