How it works

Version du 16/04/2021

As required by Articles L.111-7 and D.111-6 to D.111-11 of the French Consumer Code, you will find below all the information you need to understand how the comparison services available via our Santexpat.fr website work.

  • Our legal information can be accessed by clicking here.
  • Our privacy policy can be accessed by clicking here.

Information relating to the comparison services offered by Santexpat.fr and directly operated by SANTEXPAT (Neuville company)

What criteria are used to rank offers? (Articles D.111-7 I-2° and D.111-11 1° of the French Consumer Code)

The results of the comparison panels are always ranked in ascending price order. This ranking is the main ranking used on our comparison panels and is always available on each results page.

At the top of each results page, we display a top 3 of offers that are most relevant according to the country of expatriation, age and family composition. The remaining results are sorted by increasing price and are displayed just below.

This top 3, placed at the top of the results page, is clearly separated from the rest of the ranking, which is presented as a list where you can apply filters. These filters can be selected according to the level of cover (all, basic, medium and premium), price or rating.

Each coverage option always includes at least two types of benefits: hospitalisation and consultations. You can also access a more detailed description of the benefits and their levels of cover.

You can access the definition of each coverage criterion used for each plan by hovering over the symbol .

If two offers have the same price, Santexpat does not apply any specific ranking rule and their display order can therefore be considered random.

Does Santexpat have capital links with one or more professionals listed on the site? (Articles D.111-7 I-3° and D.111-11 2° of the French Consumer Code)

Santexpat has no direct capital links with the professionals listed on our comparison panels.

Is the ranking of offers on the site influenced by capital links between one or more listed professionals and Santexpat? (Articles D.111-7 I-3° and D.111-11 2° of the French Consumer Code)

No, the ranking of offers on Santexpat’s comparison panels is never influenced by any capital links that may exist between Santexpat and the listed professionals. The ranking of offers depends only on the stated criteria.

Does Santexpat have a contractual relationship with the professionals listed on the site? (Article D.111-11 2° of the French Consumer Code)

Yes, Santexpat enters into a contract with each listed professional.

This contract sets out the conditions and obligations of each party (Santexpat and the professional). It notably determines the conditions for Santexpat’s remuneration by the professional when a contract is taken out.

This contract does not contain any provisions that could influence the order in which results are displayed on the comparison panels, which is determined exclusively by Santexpat.

Does Santexpat receive remuneration from one or more of the listed professionals? Does this influence the ranking of offers? (Articles D.111-7 I-3° and D.111-11 3° of the French Consumer Code)

Professionals do not pay Santexpat to have their offers listed or to display a price based on your profile. Santexpat receives remuneration from a listed professional in two (alternative) cases:

For listed professionals, Santexpat is remunerated only if you enter into a contract with that professional following the display of their offer on a results page of one of the comparison panels.

The ranking of offers on Santexpat’s comparison panels is never influenced by any remuneration that Santexpat may receive. The ranking of offers depends only on the stated criteria.

Are the prices shown all-inclusive? What do they include? (Article D.111-11 4° of the French Consumer Code)

By default, the prices shown are all-inclusive, meaning they include: the premium (annual or monthly, depending on the display selected), any subscription and/or management fees, fees related to the indicated method of payment, and any applicable taxes. In some cases, splitting the premium may affect the price. This increase will only be visible when you take out the policy with the selected professional.

Are the compared offers equivalent? Do commercial guarantees vary? (Article D.111-11 5° of the French Consumer Code)

No, at present the compared and displayed offers are not necessarily equivalent. The results are sorted in ascending price order.

For each result you can also view all the benefits offered and their level of cover.

To help you compare offers, we provide, for each product category, a summary of certain features.

  • Hospitalisation: this benefit reimburses hospitalisation expenses related to:
    • an unforeseen medical emergency or an accident,
    • scheduled hospitalisation,
    • hospitalisation in a psychiatric unit,
    • a private or semi-private hospital room.
  • Consultation: this benefit reimburses costs associated with a consultation with a general practitioner or specialist.
  • Medication: this benefit covers the cost of medicines prescribed by a medical prescription.
  • Maternity: this benefit covers childbirth costs (10-month waiting period: childbirth may be covered from the 11th month following subscription to the contract).
  • Optical Dental: this benefit covers optical expenses (frames and lenses) and dental costs (treatment and prostheses).
  • Assistance / Repatriation: this benefit covers repatriation to the country of residence or the country of origin.
  • Deductible: the deductible corresponds to the amount payable by the insured before any reimbursement from the insurer. It applies per year and per insured person and only to first-euro/$ medical expense contracts. For example, for a medical examination billed at $2,000 with a $500 deductible, the insurer reimburses $1,500 and $500 remains payable by the insured. All Santexpat offers are without deductibles.
  • Civil liability: this benefit covers material or bodily damage caused to third parties by the insured.
  • Health check-up: a medical check-up including a consultation and the medical tests prescribed by the doctor performing the check-up.
  • Second opinion from a French doctor: a benefit that allows the insured to check their understanding of the diagnosis made by a first doctor for the same condition.

Are there maximum amounts for consultations or cover?

Depending on the insurer and their insurance solutions, medical consultations may sometimes be capped by number per year and/or by a maximum amount per consultation.

Some benefits may also have an annual maximum amount depending on the insurer.

Does the comparison service make it possible to compare all offers available on the market? Which professionals are currently listed on Santexpat’s comparison panels? (Articles D.111-9 and D.111-11 6° of the French Consumer Code)

The results obtained are not exhaustive and are based on professionals who have chosen to have their offers listed on the relevant panel and who have provided a price based on your answers to the questionnaire.

The results therefore do not represent the entire market, and some professionals listed on the relevant panel may not have submitted an offer to you.

List of insurance professionals listed on the comparison panels:
  • April
  • Assur Travel
  • Odyssée par Malakoff Humanis
  • WellAway
  • ACS
  • MSH International
  • Cigna
  • Allianz
  • Bupa
  • Now Health
  • Swiss Global
  • Emirat Expat Santé
  • AVAFoyer Global Health

Are the prices shown obtained in real time? When are they updated? (Article D.111-11 7° of the French Consumer Code)

In principle, prices are obtained in real time from the listed professionals. They are therefore updated with each comparison according to the price offered by the professional at the time of the comparison. In such cases, the prices are always up to date.

If listed professionals change their prices, Santexpat reserves a maximum period of one month to update the prices on its comparison tool.

Some health insurance quotes may be exceptional and specific for certain insurers. In such cases, the insurer may propose a price adjustment, generally based on its confidential analysis of the medical questionnaire. This analysis may result in an increase in the quoted premium, the removal of a benefit from the contract or a refusal to provide cover.

What conditions must a professional meet to list their offers on one of the comparison panels? (Article D.111-7 I-1° of the French Consumer Code)

To have its offers listed, a professional must enter into a contract with Santexpat setting out the conditions and obligations relating to the distribution of its offers by Santexpat.

These conditions are freely negotiated between Santexpat and the professional concerned.

If you are a professional and would like your offers to be listed on our Santexpat comparison tool, you can write to contact@santexpat.fr.

What conditions lead to an offer being delisted? (Article D.111-7 I-1° of the French Consumer Code)

An offer may be delisted from a comparison panel for several reasons:
  • The contract governing this listing ends automatically or by mutual agreement between the listed professional and Santexpat;
  • The listed professional no longer wishes to market the offer in question;
  • The listed professional faces a technical issue that prevents the offer from being listed;
  • The listed offer no longer meets the criteria of the contract concluded with the professional.

Who can have their offer listed on the site’s comparison tool? (Article D.111-8 I-1° of the French Consumer Code)

Only insurance professionals can have their offers listed on the Santexpat comparison tool.

What matching services does Santexpat offer via its comparison services? (Article D.111-8 I-2° of the French Consumer Code)

Santexpat offers the same matching opportunities to each of the listed professionals.

The actual options available to you for each professional depend on that professional’s preferences and technical capabilities.

In general, three types of matching are offered:
  • The option to receive a quote by email;
  • The option to be called back by a telephone adviser to obtain further information or to take out a policy by phone when possible;
  • The option to subscribe directly online by being redirected to the website of the professional concerned.

What contracts can be concluded via Santexpat’s comparison and matching service? (Article D.111-8 I-2° of the French Consumer Code)

To date, the Santexpat comparison tool enables the conclusion of individual health insurance contracts.

These contracts are concluded directly between you and the listed professional under the conditions offered by that professional.

How much do Santexpat’s comparison and matching services cost? (Article D.111-8 I-3° of the French Consumer Code)

Santexpat never charges you for the services it provides.

Comparing offers via the Santexpat comparison tool does not cost you anything more than if you subscribed directly with the insurer. It is the listed professionals who pay us for the prospects or customers we help them acquire.

Santexpat will never ask you for money in return for the intermediation services it provides.

Furthermore, unless you give explicit consent when completing the form, we only share your data with the listed professionals you wish to be put in contact with. If you would like to know more about how your personal data is processed, you can read our privacy policy by clicking here.

What are the arrangements for resolving disputes, and what is Santexpat’s role? (Article D.111-8 I-6° of the French Consumer Code)

If you are not satisfied with our services, you can contact our customer service team at the following address: contact@santexpat.fr.

If you would like to make a complaint regarding our services, you can send it by email to: contact@santexpat.fr.

We will send you an acknowledgement of receipt of your complaint within 5 days from the date your correspondence is received by our services. Your request will be processed as quickly as possible and in any event within a maximum of one month from the date your request is received.

If your complaint or claim is not directly related to our services, or concerns a contract you have entered into with one of our partners, we invite you to contact them directly, following the instructions on their website. However, if you are unable to reach an agreement, you can contact us so that our teams can assist you.

Santexpat does not intervene in the management or settlement of disputes between you and professionals listed on the Santexpat site (for example, if you consider that the contract you have taken out is poorly executed by the professional, Santexpat does not intervene).

Santexpat only handles disputes where the Santexpat service itself is involved (for example, if the Santexpat.fr site has provided incorrect information).

For insurance comparison services, you can also contact the Autorité de Contrôle Prudentiel et de Résolution (ACPR), which is the French supervisory authority for banking and insurance.

Autorité de Contrôle Prudentiel et de Résolution
Direction du contrôle des pratiques commerciales
4 Place de Budapest
75436 PARIS CEDEX 09
info-clientele@acpr.banque-france.fr

If you are not satisfied with the way Santexpat has handled your request, you can also submit a complaint on the European online dispute resolution platform available at the following address: https://ec.europa.eu/consumers/odr/