If you're renting out your place, you know how important it is to keep things safe and sound.
That's where Truvi comes in!
They help you verify guests and handle any issues that might come up related to their stay. In this guide, I'll walk you through how to file claims with Truvi step by step. From getting guest info to reporting damages, we'll cover everything you need to know to protect your property and keep your guests happy.
Damage Waiver or Security Deposit for Guests using Truvi
You have two main options for protecting against guest damages, collecting a damage waiver or a security deposit. Below is a helpful overview based on a $500 security deposit, which is a recommended best practice when using Truvi. Of course, the exact amount will depend on the security deposit you choose to apply.
Collecting from Guests:
You can collect either a Damage Waiver or a Security Deposit directly from guests.
The typical Damage Waiver amount ranges from $35–$50, covering up to the amount you set for your security deposit.
Any funds collected can be added to your internal “pot” or used in whatever way works best for you.
In this example, Truvi protection kicks in after $500 in damages.
If you decide not to collect a waiver or deposit, Truvi coverage starts at $0, though please note that the evidence requirements will be higher.
‼️ Note: You have the option to set your own waiver amount, different from our example. Please keep in mind that by doing so, you’ll be responsible for any damages that fall between your chosen waiver and your deposit.
Recommended Setups:
Option 1: Damage Waiver Only
Charge: $35–$50
Coverage: Up to $500
Truvi coverage begins after $500
Option 2: Damage Waiver or Security Deposit
$35 damage waiver or $500 deposit
Truvi coverage begins after $500 (applies for either option selected)
Option 3: Security Deposit Only
Deposit: $500
Truvi coverage begins after $500
If you prefer, you can offer a higher damage waiver that provides greater coverage for guests. This is common for higher-end or luxury properties where additional protection is recommended. Learn more about what is covered with Truvi here.
Tips for a smooth claim process
Pre-checkin
Documented inspections with clear timestamps
In order to maintain the report's validity and relevance, it is advised that this be completed at least two days before the check-in date.
Make sure all of your documentation clearly reflects the condition of the homes and appliances.
We advise recording the entire inspection on camera, and while doing so, make sure to turn on the TV and any other similar appliances.
Start the video by stating the time and date or by capturing a brief image of a watch or clock that displays the time and date.
Make sure your guest agreement or house rules clearly state what is expected of them while they are on your property.
During stay
Remind your guests to look at the agreement or the house rules, send them a check-up automessage.
Post-stay
Before you begin cleaning the property in preparation for the next visitor, perform a post-check-out inspection.
Here, the same actions are advised.
Make sure to record the full examination on camera, including turning on the TV and any other comparable items.
Start the video by stating the time and date or by capturing a brief image of a watch or clock that displays the time and date.
Filing the claim
Visit this website for helpful tips: https://help.truvi.com/help/incident-submission-guide
Submit using this link: https://resolutions-web.azurewebsites.net/manual/login
Enter your email in the 'Email address' box and enter ENS001 in the 'Resolution reference' box.
You will get an email confirming that verification is successful, and then you can submit an incident from there.
When adding your supporting documentation, you can snap a picture of the section of the video that compares the pre- and post-checkout timestamps, as indicated below:
The claim must be submitted within 48 hours of the guest's check-out time. It is strongly advised that you carry out the inspection as soon as possible to preserve the evidence's relevance in the event that it becomes necessary during the claim procedure.
Before a decision is reached on the claim, anticipate a number of inquiries and explanations from the Truvi team.
If you have any questions or require assistance, please do not hesitate to reach out to us, [email protected] or [email protected].