No more queues to discuss your health with CPAM
CPAM (caisse primaire d’assurance maladie) is a private organisation, linked to state-funded social security. It is CPAM’s job to oversee registration to and management of public health services for employees and most non-working residents (self-employed workers are covered by other organisations).
Among other things, CPAM act as intermediary between you, the patient, and health-related administrations. They process requests for payment and any changes to your situation. They liaise between the government’s Assurance Maladie and your private mutuelle to ensure you are reimbursed according to your entitlements.
Previously, CPAM, worked on a first-come-first-served basis, which often meant long queues. However, good news! As of Monday 3rd September, they will be offering an arranged appointment service from Monday to Friday.
You can book your appointment by calling 3646 or via your amélie account. If you don’t already have an account, you can create one via the same link, using your numéro de sécurité sociale (found on your carte vitale).
Since December 2023 I have needed to contact CPAM and I have found that their English Language service is never available. When you call the number 09 74 85 36 46 you usually get to hear a voice message in English speaking about the limitations of the service which lasts for 55 seconds and then you get a message in French which translates as follows – “Our Service is exceptionally closed. Please renew your call Monday to Friday 8:30 AM until 05:30 PM. Then you are briefly thanked for you call and cut off. For quite a few days I found the number would dial, connect and immediately cut you off without even hearing the 55 second message.
I have tried to reach then a few times in December and January and only got through once where I booked a meeting for the CPAM in Angouleme for February 4th . Each occasion I tried to call them I would place at least 12 calls at various times of the day and the same lack of service has persisted . In total I have tried over the four months about 15 times so I have placed in total an estimated 100 calls only to get through twice.
I would like you to contact CPAM and ask them to comment as to why they have a message saying they are exceptionally closed when this is not the case as it is the exception that you get even put on hold and most of the time the service is unavailable.
The questions you need to cove are as follows.
1. Why is the service not available during the advertised times?
2. Why have they not implemented a message call back service to help people receive the assistance they advertise.
3. Why is the service not resourced to meet demand.
4. Why is there not any on line service allowing Carte Vitali applicants log enquiries as to the progress of their application.
As it stands the advertised English Language Service is a cruel hox and CPAM need to be made accountable for the methods they deploy to prevent their clients from accessing details of their application and not receive letters through the post demanding documents they have already submitted so it appears that CPAM lose documents and cannot properly manage their client private and confidential data. They don’t have a document upload service nor will they email you or provide client with open cases an email address to access the agent handling their case.
Are CPAM exempted from the privacy act assuming France has such legislation which make CPAM responsible for the information they receive and process and not lose it or allow it to fall into the hands of people who might use it for identity theft?
CPAM in dealing with the health and welfare of their clients need to be more professional than to firewall themselves from their clients and advertise a service that does not in fact exist.
Test for yourselves this number and track its availability and report the findings and CPAM’s comment to your findings. It has been unavailable all day yesterday and today as at time of writing. I have called 5 time every hour.
Hello Anthony
So sorry that you are having such a hard time. French admin is rarely easy! We totally understand your annoyance and frutstration.
We are not investigative journalists though and unfortunately don’t have the time or means to make enquiries for individual readers. Have you thought of making a complaint directly to the CPAM, not the english speaking line? Maybe you can find someone to make the call for you if you’re not comfortable speaking french on the phone. Bonne chance
since last year April 2022 I send my documents to apply for carte vitale, I have not get it since than please what is the problem. since I came to france no hospital check up Nothing else
Could I please make an appointment to add my son onto my cartevitale.
Hi Kate
This is just an informative article, if you need an appointment you need to contact CPAM directly.
Thanks
Could i pls have an appointment to get a social security number for the assurance maladie. I m a german national and residing in esperaza.
Do I need to make an appointment to submit my Carte Vitale application in Le Puy en Valle?