How to file an insurance claim

Introduction

Claims will allow filing up to 14 days of return, however, damaged photos submitted must be taken within 48 hours following the end of the booking.  Notify the claims team immediately. Clicking the button and submitting the form does not take long. You don't need to have all your estimates and other things completed. They will give you time to do that and work with you on that, but giving them the heads up ASAP helps them help you.

File a claim from your Wheelbase dashboard

 

If you’ve encountered damage to your rental vehicle valued more than your insurance deductible, or if you are unsure of the value of an insured reservation, follow these steps to file a claim.

• Located at the top of the reservation page is a File an Insurance Claim button, this takes you to the submission form in the dashboard. (booking needs to have the status RETURNED to show the File an Insurance Claim button) 
  
  
• Fill out the claim submission form as accurately and honestly as possible, and submit it. Once submitted a pop-up will appear to confirm.
• Once your statement is received, you should receive an auto-reply email shortly. You can reply to this email with any questions, concerns, or additional documentation. The Claims team communicates primarily via email so keep an eye on your inbox and spam folder for updates.
• If you have insurance information for your Guest’s coverage, you can proceed with filing with their carrier as Outdoorsy’s coverage is excess. Please still ensure that a claim is also filed with Outdoorsy so that we can gather the information we need in the event an additional review of our coverage is required.
• If you have questions, you can email [e-mail]

 

Claims processing requirements of the Wheelbase & Outdoorsy insurance protection packages.

• Pre-trip photos taken 24 hours before the departure. 
  
  Here’s a handy list of the pics you need to take before your guest rolls out.  
  

  Exterior	Interior
  Front of RV	Dashboard
  Back of RV	Tank Levels
  Both sides	Odometer
  Roof	Each room or space
  Undercarriage	Floors
  Any pre-existing damage	Beds
  Tires

• RV Departure form
• RV Return form
• 90-day Inspection Form
  
  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 an original 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)

• 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
    
    
• Appropriate proof of ownership
  • Registration is required for claim payments. Consignment agreements require additional verbiage and documentation. 
    
    
• Photo of front & back of driver's license (for all approved drivers)
  • This is required for the police report in the event of a theft. A police report is required to successfully submit a claim in the event of theft.

 

What happens after I file a claim?

Our claims process will generally unfold in the following way if we receive a denial letter from the guest’s primary carrier first:  

• Excess Triage and Coverage Check -  Guests are responsible to file a claim with the personal (or commercial) insurance carrier. In the event your carrier denies the claim, please submit the denial letter and relevant documentation. 
• Gathering Information — Our claims team will ask for any other pertinent information to move forward with your claim. This includes a statement from your guest, any other evidence that is required, and proof of ownership (e.g., registration, title).
• Estimate — While our claims team is gathering information, our appraisal team at Outdoorsy will do the heavy lifting for you. They’ll contact you once your claim is filed to get photos of your rig, including the damage, and have an estimate completed. 
• Confirming Coverage — We’re almost there! Your adjuster will review the statements, documents, photos, estimate, and all other necessary information to confirm it’s a covered loss. 
• Payment — Hate waiting for a check? We make claim settlements a breeze with direct deposits. We’ll notify you via email once your payment is ready. Simply follow the instructions to enter your bank information, and it’ll arrive within 24-48 hours.
• Closing the Loop — Once you have payment in hand, you will charge the renter their deductible while Outdoorsy will handle any other outstanding issues that might be present (e.g. if a third party is involved). Feel free to take your estimate and payment to any shop of choice to get the repairs started.
• Post Claim Follow-Up — If your repair shop requests a supplement, this simply means that they need additional time and/or expense to complete the work. They can request a supplement by using the instructions on the first page of the estimate.
  
  

We know it’s never fun when your RV gets damaged. That’s why we’ve got an entire team devoted to helping you navigate the claims process so you can get back on the road ASAP.

Below chart calls out some of the most common claims occurrences, as well as some points on how to effectively reduce/avoid related claim instances: