Frequently asked questions

Insurance contracts bring often together complex and various topics; these are some of the questions we are often asked. Please also read the sales brochures and warranty presentation documents available in the online shopping journey. See also the "Help" page..

FAQ Assurances et Assistance

Questions about our insurance solutions (benefits & claims)

The details of the ski insurance I bought on don't match those on my skipass, and I've had an accident. Can I still get compensation?

Skipass and ski insurance must match in terms of location, practices, dates and beneficiaries.

- For example, if you have an accident in a ski resort that is not the same as the one declared in your insurance contract, you cannot be compensated. There is an exception for season insurance: it is attached to a season pass for a resort, but is valid in all French and border resorts accessible with a pass purchased in France.

- Another example: if you have not taken out ski insurance for all the days of your stay, you will only be entitled to compensation if the accident occurs on one of the days declared in the insurance contract.

- Third example, if you have taken out Assur'Glisse insurance for yourself, no-one else can benefit from your policy.

I had an accident, how do I report it?

You can report an accident on the WTW Montagne website. On the Assur'Glisse page of the WTW website, choose first your prefered langage on the top right of the page, then look for the purple button "Make a claim" in the middle / bottom of the page.

How long do I have to report my accident?

You have 15 days to make your declaration.

Will my ski pass / ski lessons be reimbursed?

Yes, if you have a skipass for 2 days or more, you will be reimbursed from the day after your accident. The reimbursement of ski lessons will only be possible if the duration of the insured skipass is the same.

What documents should I send?

A medical certificate specifying the nature of your injuries as well as the proof of sale of your skipass and your insurance, any purchase invoice. The full list of supporting documents is available on the page "Report a claim".

Do I have to pay my rescue bill?

No, you do not have to make an advance payment, the insurer will pay this invoice directly to the resort. It is the same for ambulances and other first medical transport services.

I was injured on my way to the ski lifts and had to be rescued. Does my ski insurance cover me?

Yes, as you were on your way to the slopes (within the time frame of the opening or closing of the slopes), and as long as you have a skipass valid on this day.

I need to be repatriated, what should I do?

Contact MUTUAIDE ASSISTANCE on +33 (0)1 55 98 71 46 (24 hours a day - 7 days a week)

I have to return home with my family following a burglary. Can we be reimbursed for our ski lift passes and ski lessons?

Yes, in the event of an early return, we will be able to pay for the unused days for the members of your family insured by Assur'Glisse.

What happens if I am on a ski holiday and hospitalised due to an unforeseen illness?

We will reimburse you for all unused days of your ski pass and lessons from the day after your hospitalisation. The reimbursement of ski lessons will only be possible if the duration of the insured ski pass is the same.

Following my accident, the splint I bought at the resort is not fully reimbursed. What can I do?

We will help you to reimburse your medical expenses incurred in the resort or in the nearest facilities after the social security and/or your supplementary health insurance have been paid.

Following my accident, my sprained knee no longer allows me to drive my car. What can I do?

With a simple call, MUTUAIDE ASSISTANCE will organise your repatriation. A replacement driver will come to the station and take you and your vehicle back home. +33 (0) 1 55 98 71 46

I am a foreigner and following my accident I must be repatriated to my home. How do I do this?

If you live in Europe (geographical area), MUTUAIDE ASSISTANCE will organise your repatriation on a simple call. +33 (0) 1 55 98 71 46


You have not found the answer to your question "Insurance (guarantees & claims)? Contact the insurance customer service at WTW Montagne

FAQ Site e-commerce

Commercial questions (website functions / online sales)

Can I trust the website to buy my ski insurance?

WHO DO I BUY FROM? is published by Orion Ticket Neige, a cooperative company recognised by both insurance and mountain professionals. It is co-piloted by more than 120 ski area operators, was created in 1985 as a non-profit association and transformed into a cooperative company in 2019 to meet the regulatory requirements of insurance distribution. You can find out more about Orion Ticket Neige on the "Who we are" page and read its main strategic commitments on the "Approvals and regulations" page.

WHAT DO I BUY? The insurance solutions offered on are chosen by the ski resorts of the cooperative, controlled and managed by the leading snow insurance broker WTW Montagne and covered by the sports and travel insurance specialist Mutuaide. You can find all their characteristics summarised on the page "Our insurance solutions" and their contractual details once during the purchase process, before payment and after finalisation of the transaction, as well as at the address

WHAT SECURITY IS AVAILABLE TO ME? Online payments are registered via the secure Payplug solution, selected by the French bank Caisse d'Epargne. You can also view our personal data protection policy on the "Privacy" page.

I cannot find the resort where I am going to ski on, what can I do? only sells insurance valid for the resorts in the Orion Ticket Neige network. If you cannot find your resort on our website, it is likely that it is not part of our network. Ask for ski insurance at the lift ticket office, or buy your ski pass with Assur'Glisse insurance from or SkiPower.

I haven't received my insurance purchase confirmation, what should I do?

The order confirmation is sent by email to the address you entered when you purchased online. Check your spam / junk mail. If you need a duplicate, contact the sales department

I am experiencing a technical problem with the website. What should I do?

Consult the "Help" section which explains how the site works. If you need help, contact the sales department

Why do the details of my Assur'Glisse ski insurance and those of my skipass need to match?

The insurer of the Assur'Glisse contract requires, for any ski accident compensation, that the person insured with an Assur'Glisse solution has a valid skipass for the same person, the same activity, the same place and the same dates as his insurance. Otherwise, it may refuse to cover an accident.

Is my ski insurance valid immediately after buying?

Following your online buying on, your Assur'Glisse / Assur’Green contract takes effect after the first passage you make at a ski lift (or after your first access to a Nordic area) recorded by a ski area agent or a digital access control system. It must also be linked to your skipass / activity pass. See details in article 7 of the General Terms and Conditions of Sale and in the help section of the website.


You have not found an answer to your "E-commerce / online sales" commercial question? Contact the sales department

Logo is published by Orion Ticket Neige, a cooperative company of ski area operators and mountain partners. Discover Orion-TN
Orion-TN mandates the insurance broker WTW Montagne (Gras Savoye) for customer guidance, insurance services, technical and financial management of claims and compensations. Discover WTW Montagne
Assur'Glisse / Assur'Green programme insurer is Mutuaide (Groupama). Discover Mutuaide
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For your questions about online sales, payments, your account Contact the Orion Ticket Neige sales department
Insurance customer service
For your questions about your guarantees, claims files, compensations... Contact the WTW Montagne (Gras Savoye) customer service department +33(0)972722245 (dedicated line, call not surcharged)
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