[Forum ameli pour les assurés] Suivi de la question: help with the english helpline fr https://forum-assures.ameli.fr/ Mon, 18 Aug 2025 13:14:16 GMT Mon, 18 Aug 2025 13:14:16 GMT answers Christelle <div class="body "> <div class="body-hd"></div> <div class="body-bd"><p>Hello bekind,</p> <p>We apologise for any inconvenience you are experiencing in the processing of your file.</p> <p>Firstly, I would like to inform you that the English helpline is only a translation line which acts as a link between an English-speaking person and the caisse primaire d'assurance maladie (CPAM) which manages their file. </p> <p>The telephone advisers do their best to provide a high-quality service to claimants, within the limits of what they are able to do.</p> <p>I therefore advise you to contact the CPAM managing your file by writing a message from your <a href="https://ameliconnect.ameli.fr/" rel="noopener">ameli account</a> if you have one, or by calling 36 46 with the help of a French speaker.</p> <p>Please note that you will have the opportunity to make an appointment with your caisse during these contacts in order to find a solution to your claim.</p> <p>Have a nice day.</p></div> <div class="body-ft"></div> </div> Mon, 18 Aug 2025 13:14:16 GMT https://forum-assures.ameli.fr/questions/3629613-help-with-the-english-helpline/answers/9174357 https://forum-assures.ameli.fr/questions/3629613-help-with-the-english-helpline/answers/9174357 9174357 answer 0 https://forum-assures.ameli.fr/users/19983154 https://dimelo-users-production.s3.amazonaws.com/identity_avatars/df8f18153b93d1ea/avatar_normal.png?3389a2e 3629613 <div class="body "> <div class="body-hd"></div> <div class="body-bd"><p>I am writing to raise a serious concern about the English Helpline’s handling of my case. Despite regularly contacting the service and diligently following instructions (often resending the same documents), no progress has been made and I have never received a message in my Ameli account.<br />On my most recent call, I followed the exact instructions given previously: to call back after one week if I had not received a message. After waiting more than a week without any update, I called back and, after a long hold, was told I was “not listening to instructions” and that the helpline would “no longer accept my calls.” When I asked which instructions I had failed to follow, none were specified. My request to speak with a supervisor was refused, and the call was disconnected. When I called again, I was informed the supervisor had declined to take my call. My further request to receive this decision in writing, so that I could appeal, was also ignored and the call cut off.<br />I emphasize that I have always remained polite and respectful, and have only followed the instructions given. As these calls are recorded, I respectfully request that a supervisor outside the service review them, and clarify under what legal authority a government helpline can refuse service to a citizen.<br />As a newcomer to France, I rely on this service to navigate the healthcare system, and I urgently request your assistance in restoring my right to access.</p></div> <div class="body-ft"></div> </div>