When will I receive an update about my claim?
We know waiting for a claim update can be stressful, especially when you're eager to get things sorted out! We aim to review standard claims within 5 business days.
For more complex cases where we need to check in with the rental supplier, it can take up to 28 calendar days.
Step-by-Step Guide:
The review timeline begins as soon as we receive all your necessary documents (like your Rental Agreement, Damage Report, Final Invoice, Proof of Payment, and a Police Report if you have one).
If we're missing a document, we'll just need to pause the review until we get those details from you.
For straightforward Full Coverage claims where we have all the documents, our Claims Team will typically review your case and get back to you within 5 business days.
If there's an overcharge claim or we need to verify final repair costs with the rental supplier, we’ll need to wait for their team to respond. Because this involves checking with another company, the process can take up to 28 calendar days.
We'll send all updates, document requests, and final decisions directly to the email address you used for your booking. Be sure to keep an eye on your spam or junk folder just in case!
"I filed my claim yesterday, so I should get my money today."
We need to carefully review your documents and often check the charges with the rental supplier to make sure everything is accurate and finalized. Taking this extra time helps us get it right for you!
"I can just call support to get a faster update."
Our dedicated Claims Team handles everything through email so we have a clear, written record of all your details. Since our phone support team doesn't process claims, emailing the Claims Team directly is truly the best way to get the help you need.
💡Did you know?
If you haven’t heard from us within the standard timeframe, simply replying to the existing email thread for your claim (rather than starting a new chat or calling) is the absolute fastest way to get a status update directly from the agent handling your case.
What To Do Next:
Take a quick look at your email to make sure we haven't requested any extra documents.
If 5 business days have passed since you submitted everything and you haven’t received an update, just reply to your claim confirmation email, and we'll gladly look into it for you!
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