Filing a damage claim | Canada hosts

If you choose not to resolve damage directly with your guest or if the two of you are unable to work it out, you can file a damage claim with Resortifi.

File a claim for Resortifi to manage

You must report damage no more than 24 hours after the trip ends to start the resolution process. If you choose to file a claim and have Resortifi manage it, a claims associate will be in touch within 24 business hours. You can view filed claims on your claims dashboard. In the rare case that your vehicle is missing or stolen during a Resortifi trip, our investigators will work with you and law enforcement to try and recover your car. That process may take up to 30 days from the time we receive the police report. Once we’ve recovered the car or 30 days have passed, we’ll process the claim.

Note: If you initially chose to resolve directly with your guest, you can escalate to Resortifi and file a claim instead, as long as you do so within 20 days of your trip ending.

Resortifi determines claim eligibility and validity

Resortifi or our claims management partner has the right to determine eligibility on all damage claims. We’ll check if the damage occurred during the trip, is wear and tear, is related to a Terms of Service violation, or is related to any prohibited uses. If we need additional information to determine eligibility, we’ll let you know what those are during this period. In most cases, eligibility can be determined within three days, but it could take longer depending on the nature of the claim.

We take every claim seriously and spend time validating each one, so it’s important you file only valid claims. Examples of invalid claims include, but aren’t limited to, submissions for damage that is pre-existing, that didn’t occur during a Resortifi trip, that has been altered, or that isn’t covered by the protection plan you chose. Learn more about avoiding invalid claims and material misrepresentation. If we find a claim to be invalid, we’ll charge you a fee and collect against your future earnings or from your Stripe account. See Host violation fees for specific costs of misrepresentation, frivolous claims, and missing damage photos.

Appraiser estimates damage repair costs

Once we confirm your claim is eligible, we’ll refer you to a trusted body shop. By going to one of our trusted body shops, we’ll guarantee the repairs to your vehicle and will issue payment directly to the shop.

If you want to use a different shop, we’ll work with a third-party appraiser who, in most cases, can complete an estimate of damage costs in less than a day using photo-based appraisal. If the damage is more severe or complex, we’ll either send a field appraisal team to inspect your vehicle or transfer the claim to Economical Insurance or to the Insurance Corporation of British Columbia. In all cases, Resortifi, Economical, or ICBC will recommend the best way to get an appraisal and guide you through the repair process.

If you chose the 75 plan, you may be eligible for replacement vehicle reimbursement. You can request this benefit through your Resortifi claims associate.

Resortifi issues payment for repairs

We’ll issue you or your body shop payment for damage costs above your protection plan’s deductible. We’ll Resortifi uses the word “deductible” to mean the amount you’re responsible for before you’re eligible for reimbursement for any physical damage to your car that happens during a trip. If we’ve restricted your vehicle, click or tap “Contact Us” at the bottom of this page and, when prompted to enter your question, type “relist my vehicle.