Filing a damage claim | UK 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. In the unfortunate and 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 fees for specific costs of misrepresentation, frivolous claims, and missing damage photos.
Appraiser estimates damage repair costs
After the claim is confirmed eligible, the next step would be to have the damage appraised by a third-party vendor and the repair costs estimated. In most cases, they can complete an estimate of damage costs in less than a day using photo-based appraisal. If the damage is more severe or complex or photo quality is low, a field appraisal team may be dispatched to perform an in-person inspection. Cases requiring physical inspection may take five to seven days. It depends on location, vehicle availability, and other factors.
If you chose the 65 plan, you may be eligible for a courtesy car. At this point in the process, you can request this benefit through your Resortifi claims associate.
Resortifi issues payment for repairs
We’ll issue you payment for damage costs above your protection plan’s deductible. 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. We’ll send you an electronic link to complete the payment process. Payment may be made in the form of a bank transfer or direct payment to the repair facility.
If you have your vehicle repaired at a Resortifi-approved garage, we’ll pay the garage directly the gross of value-added tax (VAT). This list of approved garages is not exhaustive and is subject to change. We’ll apply your applicable host deductible. If you take the vehicle to a non-network garage or prefer to receive cash in lieu of repairs, we’ll pay you the net price, excluding VAT, minus your plan’s deductible. If you’re registered as a business, you may be able to claim the VAT back.
Note: If we’ve restricted your vehicle due to damage, click or tap “Contact Us” at the bottom of this screen. When prompted to enter your question, type “relist my vehicle.”