Claims Process

Our claims process provides fair and efficient resolution for rental issues that cannot be resolved through direct communication. File claims for vehicle damage, missing equipment, safety issues, policy violations, or payment disputes.

How to File a Claim

Report Immediately: Use the "Report Issue" button in your booking's message thread
Document Everything: Take clear photos from multiple angles, provide detailed descriptions, timeline, and location
Submit Complete Information: Include claim type, detailed message, supporting evidence, and requested resolution

Claim Types

Vehicle Damage: Collision, vandalism, theft, mechanical damage, cosmetic damage
Equipment Issues: Missing or damaged helmets, safety gear, accessories, keys, or documentation
Safety/Mechanical: Vehicle malfunctions, brake/steering/engine problems, safety equipment failures
Policy Violations: Unauthorized use, terms violations, misrepresentation, procedure breaches
Financial Disputes: Disputed fees, incorrect assessments, payment issues, refund requests

Claim Status & Review Process

Status Tracking

Pending (24-48 hours): Initial review, ensure documentation is complete
Under Review (3-7 business days): Active investigation, respond promptly to requests
Resolved: Decision made, payments/refunds processed
Rejected: Not approved, detailed reasoning provided, appeal option available

Review Process

Initial Assessment: Validate claim completeness, review evidence, check policy coverage
Investigation: Analyze materials, cross-reference documentation, contact parties, consult experts, coordinate with insurance
Resolution: Make decision, document findings, notify parties, implement actions

Communication & Documentation

Communication System

Each claim has a dedicated channel with real-time updates, comment threads, and document sharing. Participants include claim submitter, involved parties, support team, and insurance representatives when applicable.

Guidelines: Be professional, stay factual, respond promptly, provide specific details when requested.

Required Documentation

Photos: High-quality, multiple angles, context shots, close-ups, before/after when available
Written Details: Comprehensive description, timeline, circumstances, actions taken, communication records
Supporting Materials: Police reports, repair estimates, medical reports, witness statements, insurance documents

Resolution Outcomes & Appeals

Possible Resolutions

Financial: Damage reimbursement, fee adjustments, refunds, insurance coordination
Policy Actions: Account warnings, restrictions, suspension, or permanent bans
Corrective Measures: Process improvements, additional training, enhanced documentation

Appeals Process

You can appeal within 30 days if you have new evidence, believe the resolution was unfair, or important information wasn't considered. Contact support with additional documentation and explanation. Appeals are reviewed within 5-10 business days.

PSS Protect Integration

When PSS Protect is active, we verify insurance, apply coverage hierarchy (guest → host → PSS Protect), coordinate with providers, and cover remaining amounts up to policy limits. Required documentation includes insurance cards, pickup forms, incident reports, and damage assessments.

Best Practices

Hosts: Complete thorough pickup documentation, communicate clearly, maintain vehicles, report issues promptly
Guests: Follow safety guidelines, report issues immediately, be honest, follow return procedures
All Users: Use platform for communication, document everything, follow policies, communicate respectfully

FAQ

Timeline: 3-7 business days for most claims
Adding Information: Yes, through the claims communication system
Disagreements: Appeal within 30 days with additional evidence
PSS Protect: Coverage eligibility checked automatically

Support

Use the help button within the claims interface or contact our support team for assistance. File claims promptly with thorough documentation for fastest resolution.

Last updated: January 15, 2025

Overview