Common Questions and help to have your claim processed efficiently.
What is Insurance and What Does it Cover?
Insurance is a way to manage risk. When insurance is purchased, its purpose is to protect against unexpected financial losses.What does the claim examiner look for when processing the claim?
The claim examiners are not able to see the damage reported in person. Because of this the claim examiner is reviewing the details provided when reporting the claim virtually. Giving them a full perspective of the damage, how it was discovered or reported, and the bigger picture will help them in their claim process.How can I make the claim process easier?
- Provide descriptive details for each item (or incident) and how it occurred will provide the storyline to help the claim examiner understand that the damage was accidental and caused by the contracted guest.
- Including the corrective action plan will help detail the resolution.
- Providing a minimum of 1 photo and 1 paid receipt (per claimed item (or incident) with a $0.00 balance will provide the evidence of damage and the remediation for the claim to be finalized.
Example 1 – Housekeeping discovered the large dining room table (It is a big one! It seats 20 people) glass top protector was cracked on a corner. The photo provided for the claim only showed the corner of the glass. The invoice of $1280 seemed steep for a normal table to have the glass protection replaced. The claim was approved for less because the claim examiner did not know it was a table that seated 20 people. The claim was appealed and approved when the photo was provided of the entire table.
*Providing a photo close to the damage and the entire item needing replaced would have expedited the claim and prevented a delay in the claim having to be appealed.
Example 2 – A washer was found clogged and the drain cycle was not working. The appliance technician came to the property, cleaned up the water and drain pump. The invoice had a vendor statement that the pump and hose were filled with sand.
*The vendor detail prevented the claim from being determined and denied as “maintenance”.
Claim Tip - Having 3rd party vendor (expert) statements will help justify when something is truly accidental or cannot be repaired.
What does the program not cover:
What is Maintenance?
Maintenance is the process of maintaining or preserving something. It includes keeping the property (toilet, appliances, rugs, or furniture) in proper condition, care, and upkeep. It also includes taking steps to avoid the component breaking down (preventative maintenance).
Excessive Cleaning
The program does not cover cleaning of the rental unit or excessive cleaning by a guest’s general use; this is considered normal business practice for property management.
Exceptions are specific to cleaning which is a result of an accidental need for cleaning. The exception is only applicable to instances outside of the normal cleaning. (example spilled wine on a light colored carpet).
What is Wear and Tear?
Normal wear and tear is damage that naturally occurs in a rental property due to weather, aging and regular use. When a property is regularly rented by guests, the space is expected to depreciate a bit. While it is ideal for the guest to take care of the property like it is their own, that is not always the case. The polish and finish on floors will fade along high traffic paths across the unit, carpets will show wear and the paint on the walls can expect to become dirty or discolored.
My guest had a party, why is it not covered?
The program declaration details: The Property Protection Programs are not Event Insurance. Special-event-related damages from weddings, parties, dances, arts/crafts, conventions, and other large gathering events are excluded.
The property protection covers unexpected damage by the guest. The coverage will provide the protection described against physical loss or damage arising out of a Contracted stay(s) however must be caused by the Contracted guest.
What is negligence?
Negligence is the failure to take reasonable action to prevent damage or harm to either a person or property.