Resolve damage directly with your guest
Resolving directly with your guest can be a fast, cost-effective way to resolve an issue for physical damage to your vehicle. We suggest following these guidelines to help you through the process.
Choose the option to resolve directly
We’ll let you know if resolving damage directly with your guest is an option when you report damage or respond to a guest’s damage report. We'll ask you to enter the estimated cost of the repair. That, your protection plan deductible (if any), and your guest's out-of-pocket maximum determines whether resolving directly is a beneficial option. To proceed, select the Resolve directly option and tap or click “Continue.”
Tip: If you choose to resolve directly, send all communication through Resortifi messaging so we have visibility.
Request payment for damage
Get a damage estimate
Get a repair estimate (or more than one, if you’d like) within 72 hours of choosing the resolve directly path. Be certain the estimate is for the cost to repair only the damage that happened during your guest’s trip.
Tip: US hosts can check out our vendor discounts which might help keep costs down. To take advantage of the vendor discount on Safelite auto glass services, be sure to identify yourself as a Resortifi host and use Resortifi’s account number: 566544. Canada hosts can rely on our partners at CrashBayto locate a trusted repair shop.
If your guest wants to use their personal insurance, you may want to file a claim and receive damage payment from their insurance provider. Learn more about working with a guest’s insurance company. Otherwise, your next step is to request payment directly from your guest.
Request payment – Hosts in the US, Australia, and Canada
Once you have an estimate, request payment by sending a damage invoice to the guest via your claims dashboard. You can also upload photos and include a note to the guest to help them understand the scope of the damage. If your guest uses the protection plan they purchased through Resortifi, their plan’s out-of-pocket maximum is the most you can request. We’ll automatically apply any deposits the guest paid for the trip first. If a guest wants to use their personal insurance, refer their insurance agent to clause 2.6 (US) or 2.5 (Australia and Canada) in the car sharing agreement.
Request payment – Hosts in France and the UK
Once you have an estimate, request payment by sending a message to the guest in Resortifi messaging. You can also upload photos to help them understand the scope of the damage. If your guest uses the protection plan they purchased through Resortifi, their plan’s out-of-pocket maximum is the most you can request. If a guest wants to use their personal insurance, you’ll need to refer their insurance agent to clause 2.6 in the car sharing agreement.
Receive payment for damage
Give your guest time to review the cost and respond. If your guest contacts you with questions or disagrees with the cost, connect them with your repair shop to get answers and/or request a better price.
Hosts in the US, Australia, and Canada: Guests can pay your damage invoice with their payment method on file in the app or on the web, just as they do for any other reimbursement invoice.
Hosts in France and the UK: Use an electronic payment method such as PayPal, Lydia, or Square or use direct transfer via email for guest damage payments. We don’t suggest using cash unless you both can sign and provide copies of a receipt.
Escalate to Resortifi (optional)
If you can’t come to an agreement with the guest, they’re unresponsive for three or more days, or you change your mind about resolving directly, you have 20 days from the trip’s end to escalate the issue to Resortifi and have us take over the claim. Your guest has the same timeframe to contact us to take over a claim. If you file a claim with Resortifi and have a deductible tied to your protection plan, you’ll be responsible for the deductible amount
Tip: Don’t accept any payment from the guest or their insurer if you anticipate you might need to escalate the claim. If you do, Resortifi will be unable to take over the claim.
Note (US only): If the invoice is unpaid after 20 days and the requested amount on your damage invoice is greater than your protection plan deductible for that trip, we’ll auto escalate the invoice to our claims team to handle.