Claims processing requirements of the Wheelbase & Outdoorsy insurance protection packages.
Three are required for claims. Please continue reading this entire email and the corresponding links with additional important information.
- 90-day inspections done prior to departure
- Pre-trip and post-trip photos
- Claims must be filed within 48 hours of the booking return (See below for more details, but this simply consists of filling out a quick form in the dashboard. You can provide more information, estimates, etc. when your claims rep reaches out.)
90 Day Inspection
As a vehicle owner, we suggest you inspect your rig after every rental. We require a more technical inspection every 90 days, and we will require that you keep the photos/details of those inspections on record in case they are needed for a future claim. The key elements of a thorough 90-day inspection in order to remain properly insured can be found here, and 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.
- Pre-Trip: You need to take photos of your RV within 24-hours of the reservation departure. You can just take these on your phone. Photos required include: Front, back, 2 sides, 4 corners, and 1 photo of interior – 9 total. Of course, the more the better but these 9 are the minima.
- Post-Trip: Take these same 9 photos again at return 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.
- Extra Credit: Since you're already taking photos for our insurance, 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.
In the event you need to file a claim:
- The claims team will ask for those pre-trip photos, as well as the photos after the reservation returns, documenting the damage.
In short, all you need to do is take 9 photos on your phone in the 24 hours before a rental begins, so that if you need to file a claim you'll have the photos showing the condition of the RV prior to that booking departure (and how that differs from how the vehicle was returned).
Many rental companies already do things like this, so it may not be much of a change at all to your daily flow. Rental companies already taking pre-trip photos and submitting with their claims have seen a positive impact on the entire process and experience.
48-Hour 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 48 hours of the return date. This simply consists of filling out a quick form in the dashboard, and then you can provide more information, estimates, etc. when your claims rep reaches out.
Many of you are already taking part in these best practices, so hopefully, this is a reminder or is an opportunity to build this into your process now. Please let us know if you have any questions.
The Wheelbase Team