Introduction
The following is required to smoothly process a claim:
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Pre-trip photos taken within 24 hours of departure and post-trip photos taken within 48 hours of return
Be sure to file your photos appropriately including applicable timestamps - for best results, provide photos from a source like a phone or camera.
If you are in or delivering to somewhere without service, ensure you are saving your photos locally on your device (in case you need to upload them when service is restored)
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Filed timely, no later than 14 days after return
Claims can be easily submitted from the booking dashboard and should be as comprehensive as possible. You will receive a confirmation email that the claim has been received - should you have additional information not filed in the form, you can provide it, and any questions, in response to the email)
Though 14 days is the deadline, the sooner the better to avoid potential disputes and delayed investigation
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Appropriate proof of ownership
Registration is required for claim payments. If you manage consignment vehicles, both proof of ownership and a consignment agreement or direction to pay signed by the legal owner will also be needed to issue payment accordingly. More details below
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Proper Handoff Procedures
- Ensure a complete inspection is completed of both the interior and exterior of the vehicle including the photos required as noted above
- If you have not collected a photo of the front & back of your Guest’s driver’s license(s) before handoff, please do so before handing off the vehicle
- driver’s license photos may be required for a police report in the event of a theft. A police report is required to submit a claim in this scenario successfully.
- British Columbia - Driver license photos are required for coverage review.
- Ensure that you hand only the keys to verified drivers. Handing keys to an unverified driver may result in your coverage being denied.
More Details on Claim Requirements
Photos
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Pre-Trip: Please take (10+) photos of the RV within 24 hours of the reservation departure date. All photos must contain EXIF data allowing Outdoorsy to confirm the date & time they were taken. You can take these on your phone or any other device that embeds the required EXIF data. Photos required to be captured pre-trip and post-trip include
- Exterior photos: Front, Back, each side, 4 corners, and Roof/Undercarriage are strongly recommended
- Interior photos: Dashboard, tank levels, odometer, bedroom/bathroom and seating
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Post-Trip: Take these same photos (also containing EXIF data) again at the time the rental is returned in case you need to file a claim. These photos should be taken immediately on return, and no later than 48 hours from the return date.
- Exterior photos: Front, Back, each side, 4 corners, and Roof/Undercarriage are strongly recommended
- Interior photos: Dashboard, tank levels, odometer, bedroom/bathroom and seating
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Extra Credit: Since you're already taking photos for our protection, taking a few more of the interior before and after the trip will be useful during times that you need to deduct money from Security Deposits for smaller damage/interior damage, and the renter tries to dispute the charge with their credit card company – these photos can be very compelling evidence to help your dispute case and prevent a chargeback.
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Additional Tips:
- Upload original photos from your camera, phone, or tablet (not sent through
WhatsApp, screenshot, etc.) - If you have an iPhone check the privacy settings to see if you have the metadata
turned off. Turn it on to take your photos so we have more info. - Undercarriage and Roof - photos with a selfie stick or a quick walkaround video
- Upload original photos from your camera, phone, or tablet (not sent through
14-day filing requirement
To ensure we drive down disputes, we want to make sure your renters are aware of damage claims as quickly as possible. We’ve found that the later you file a claim, the higher the odds are your renters may dispute the damage. To make sure you’re covered, you must file all claims for damage within 14 days of the return date.
Proof of Ownership - Do you have a consigned vehicle?
Our claims team strongly encourages you to add the following language to your consignment contact to speed up claim payouts.
"During the term of this Agreement, the Owner agrees that the agent/dealer shall have full authorization to accept, receive, and deposit any funds from an insurance company for any claim."
Including the above language in your consignment agreement with the vehicle's owner will help streamline your claim payout process.
If you do not have the above included in the Consignment Agreement with the vehicle's owner:
- We will need an "Authorization to Pay" or "Direct to Pay" (example shown below) signed document from the vehicle owner to issue the claim payment to you rather than the owner. Alternatively, we can issue the check directly to the owner on the registration.
- You may email in documents to the claim in response to your confirmation email or via your Wheelbase Documents & Files.
Example of a direct-to-pay form
There may be times when (Name of Management Company) files a claim. During the term of this Agreement, the (Name of Vehicle Owner) agrees that (Name of Management Company) shall have full authority to accept, receive, and deposit any funds from an insurance company for any claims.
VIN Number:
Make, Model, and Year of vehicle.
Owner Signature: ________________________________
Date:_____________________
90 Day Inspection
As a vehicle owner, we suggest you inspect your vehicle after every rental. We require a more technical inspection every 90 days and will require that you keep the photos/details of those inspections on record in case they are needed for a future claim. An Inspection Checklist can be found here. The key elements of a thorough 90-day inspection can be found here. The assessment can be completed by you or a professional mechanic. Many of you are likely already going through these inspections regularly, so the only change for you may be holding onto the records/photos of your assessments.