About Truvi Claims Management
Property damage happens. But chasing guests for payment, gathering evidence, and negotiating settlements shouldn’t consume your time or damage your reputation.
Our Claims Management team takes over the entire incident management process:
- Report incidents in minutes through our streamlined Resolutions Center
- We contact you within 3 business days to confirm receipt and review your submission
- Our team evaluates the evidence and determines coverage based on your protection plan
- Get paid directly within 3-5 business days of settlement — no need to pursue guests yourself
Once you submit a claim, we handle all communication with the guest and manage the recovery process. You receive payment for eligible damages while maintaining positive guest relationships.
Note: For incidents to be protected, they must be reported within 14 days of guest checkout. View full Terms & Conditions
What's protected?
✓ INCLUDED
- Accidental or intentional guest damage
- Damage to rental contents
- Smoke damage in non-smoking properties
- Unauthorized parties
- Damage caused by service animals
- Excessive cleaning costs
- Replacement of broken or ruined home accessories
- New towels and linens to replace excessively soiled ones
X NOT INCLUDED
- Loss of income
- Any pet damage, excluding service animals
- Authorized parties
- General wear & tear
- Acts of nature
- Cosmetic damage not affecting functionality
- Credit card chargebacks
- Routine maintenance issues not
caused by guests - Liability claims
What sets us apart
Expert Adjudication
Our experienced team reviews all evidence objectively, following established protocols to ensure fair outcomes. We handle disputes professionally so you don’t have to negotiate with guests directly.
Fast Response Times
We respond to all incident reports within 5 business days and reach a settlement decision within 30 business days of receiving complete evidence. Payments are processed within 3-5 business days once bank details are confirmed.
Personal Support
From your initial report through final settlement, our team guides you through the process. We’ll let you know exactly what evidence we need and keep you updated at every stage.
Direct Payment
No waiting for guests to pay or chasing deposits. When we approve a resolution, you receive payment directly from Truvi — we then handle guest recovery on your behalf.
Protection Up to $1M
Damage protection scales with your property value and tier selection, protecting against both accidental and malicious damage with limits up to $1 million per incident.
How to make a damage claim
Report damage, get paid fast. Our dedicated Claim Management team handles everything else.
Step 1
Report damage through your dashboard
Step 2
Upload photos and repair/replacement invoice
Step 3
We review and pay you directly
Note: Reimbursements are based on the item’s current value at the time of damage. Normal depreciation may be applied to reflect age and condition.
Ready to protect your rental business?
Join thousands of hosts who stopped worrying about problem guests.
Frequently Asked Questions
You must report property damage within 14 days of the guest’s checkout date. This ensures we can effectively investigate and resolve the claim while evidence is still fresh.
The fastest resolutions happen when you submit complete evidence claim upfront:
- timestamped before and after photos (wide shots and close-ups)
- original purchase receipts or comparable pricing
- two repair quotes on official letterhead
- and proof that guests agreed to your house rules.
When we receive everything in your initial report, we can assess and settle your claim much more quickly than if we need to request additional documentation.
Once we reach a settlement decision, payment is processed within 3-5 business days of receiving your bank details. Note that outstanding invoices on your account may delay payment.
Truvi Claims Management requires active guest screening for all covered bookings. Only guests with “Approved” or “Flagged” verification status are eligible for damage protection. Bookings with “Rejected” status receive no protection.
For theft, you must provide timestamped photos or invoices proving the item existed before the booking, evidence of its absence after checkout, and a police report with a crime reference number.
No. You can submit your claim directly to Truvi. In some cases, we may require you to file an insurance claim, but we’ll let you know if that’s necessary for your specific incident.
You’ll need timestamped before and after photos, original receipts or comparable replacement costs, and two repair quotes on official letterhead. For theft or malicious damage, a police report is also required.
Our team will contact you within 5 business days to confirm receipt. We’ll review your evidence and may request additional documentation. Once we have everything needed, we’ll reach a settlement decision within 30 business days.
No. Once Truvi settles your claim, we assume the guest’s liability and handle all recovery efforts. If you receive any payment from the guest after our settlement, you must hold it in trust for Truvi and transfer it to us.
No. We only cover damage that impacts your property’s functionality or ability to receive future bookings. Minor scratches, scuffs, marks, or dents that don’t affect functionality are not covered.
We are not insurance - but we are insurance-backed.
While not an insurer, Truvi Protection is secured by an underwriting agreement with an insurance company. All of our transactions are GDPR-compliant.
