If you chose "No" to resolving independently, we’ll assign a claims representative who’ll get in touch within 24 hours. You or the other party may need to take some action in order to move the claim forward.
Your claims representative will be your point of contact throughout the claims process. Always respond to the email thread you have with your agent. They’ll get back to you within 24–48 business hours. If they don’t, it likely means that they’re waiting for you or another party to get back to them with requested documentation.
Once your claims representative has all the information they need, it’ll take 1–3 business days to determine if the claim is eligible for coverage. Once we determine a claim is eligible, it typically takes 5 business days to resolve.
If you don’t hear from your claims representative within 5 business days, please contact us.
- For trips in the US, email email@example.com.
- For trips in Canada, email firstname.lastname@example.org.
- For trips in the UK, email email@example.com.
Resolve independently claims
If you chose "Yes" to resolving the claim independently, we’ll send an email with a list of next steps. Please read the entire email. It includes key information about how hosts and guests can work things out directly. If you don’t receive this email, please check your spam folder.
We’re ready to help at any point in the claims process. If you’re unable to resolve independently, respond to the email within 20 days of the trip end and let us know. A claims agent will be in touch within 24-48 business hours to help resolve your claim. If you don’t reply to the email we sent with those 20 days and ask for our help, our Claims team will not step in.