Introduction
Claims must be filed within 14 days of trip completion/return date—that said, photos submitted must be taken within 48 hours of trip completion/return date.
How to file a claim from your Wheelbase dashboard
- 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.
- Fill out the claim submission form as accurately and honestly as possible, and submit it. Once submitted a pop-up will appear to confirm.
- You will receive an auto-reply email shortly after your statement is received. Please 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 Insurance Group coverage is excess. Please still ensure that a claim is also filed with our claims team so we can gather the information we need in the event an additional review of our coverage is required.
- Note: Security Deposit is automatically placed on hold when claim is filed — for more information on security deposits click here.
Claims processing requirements of the Wheelbase & Outdoorsy insurance protection packages.
1. Filed no later than 14 days after completion/return date: 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, along with any questions you may have, in response to the email.
2. Pre-Trip Photos: Please take (10+) photos of the unit within 24 hours of the reservation departure date. All photos must contain EXIF data allowing the Outdoorsy Insurance Group 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.
3. Post-Trip Photos: Please take (10+) photos of the unit within 48 hours of the reservation return date. Again, all photos must contain EXIF data allowing Outdoorsy Insurance Group 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.
Note: For best results, provide photos from an original source like a phone or camera. If you are 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). Tools like Dropbox and Flickr are also useful to utilize in cases where you want to store photos with EXIF data intact.
Photos required to be captured pre-trip and post-trip include:
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Below are instructions that may help you retrieve and share metadata-qualified images from your device — these methods allow us to see the date/time metadata embedded in the original file without needing permissions to access them:
iPhone Users:
- Go to your Photos app
- Select the photos you want to send
- Tap the Share button
- Choose “Copy iCloud Link”
- Paste that link into your reply email and send
Android Users:
- Open the Google Photos app
- Select the photo(s) you want to share
- Tap the Share icon
- Tap “Create link”
- Tap “Copy link” and paste that into your email reply
4. 90 Day Inspection
'Overall Maintenance & 90 Day Inspections' are integral to keep of top of to ensure you don't run into unwanted claims complications. 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.
Note: We strongly advise holding onto historical maintenance/inspection records to ensure a smooth experience if/when claims are filed.
5. 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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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:_____________________
6. Proper Handoff Procedures
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- 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, Canada — driver's 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.
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 the guest’s 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.
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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:
How to Contact the Claims Team
For Existing Claims:
- Email is the primary method of communication for our team. You can respond to any email we send you once the claim is filed and the response should go straight to your claim file.
- To speak to a member of our team you can call us at 855-441-2006 between 9-4:30 CT (option four routes to a member of the claims team)
For General Claims Questions:
- General questions and Certificate of Liability requests can be emailed to claims@outdoorsy.com
We are committed to providing tools to ensure a smooth process. If you need additional education, please contact your CSM.