Filing a damage claim | Australia hosts

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

File a claim for Resortifi to manage

You must file claims under your protection plan with Resortifi Travels Mutual (Mutual). If you file a claim with the Mutual, Resortifi Australia Pty Ltd., an agent of the Mutual will manage the claim and will be in touch, in most cases within 24 business hours. You can view filed claims on your claims dashboard. 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.

The Mutual determines claim eligibility and validity

We’ll take up to three business days to determine if the claim is eligible for reimbursement under your protection plan. 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.

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

Once we confirm your claim is eligible, we’ll send it to 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 or photo quality is low, we’ll send a field appraisal team to inspect your vehicle. Cases requiring physical inspection may take five to seven days to complete. It depends on location, vehicle accessibility, and other factors.

If you chose the 65 plan, you may be eligible for either replacement vehicle reimbursement or loss of hosting income. If you chose the 75 plan, you may be eligible for replacement vehicle reimbursement. You can request these benefits through your 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. If we’ve restricted your vehicle, you can submit documentation and request that we remove the restriction.