When the rental period ends, please conduct a thorough interior and exterior walkthrough with your guest. Use the Outdoorsy app to complete the digital key exchange, ensuring you take clear photos and add descriptions of any new damage.
Pro Tip: The digital key exchange now captures metadata, making damage claims much more reliable. Always document damage as soon as possible upon return.
How to Collect for Damages
Depending on whether or not the booking has a security deposit authorized on it, you have two primary ways to charge for minor, non-accident related repairs:
Traditional Security Deposit: If the damage is minimal and costs less than the deposit amount, you can collect the necessary funds directly from that deposit.
Security Deposit Waiver: If the guest opted for a security deposit waiver, you may charge the guest’s payment method on file for the repair costs.
Both of these options are available via the “Collect Charges” button on your booking's Trip Details page. If you encounter any issues, contact us via chat or at support@outdoorsy.com.
Note: Please submit a formal insurance claim as soon as possible if any of the following apply:
- There was an accident or loss to the vehicle, as defined by our insuring agreements.
- The damage exceeds the security deposit amount, or seems like it might once estimated.
- The guest opted for a Security Deposit Waiver, and the damage is covered by the Protection Package (or is being disputed by the guest).
A member of our Claims Team will be happy to assist you with the appropriate next steps. To learn more about how to file a claim, please review our RV Protection Packages article.
What do I need to file the claim?
In order to file a claim you’ll need:
- Pre-trip and post-trip photos
- Completed digital key exchange via the app, including the signed rental contract
Make sure to always take all photos within the Outdoorsy app, so that they are time-stamped and can be uploaded later, if needed.
How do I start a claim?
- Select Booking: Log in to your account, go to the Bookings tab, and select the specific trip
- Access Claims: Click the Protection Package tab and select "File a Claim"
- Submit: Complete the form; a claims team member will follow up with you
Important: All claims must be submitted within 48 hours after the booking ends, and pre- and post-trip photos must be taken within the app.
What happens in the event of a total loss?
While incredibly rare, having your RV totaled while it is out on a rental is certainly a concern for many Hosts on our platform. If you’re not sure what is owed and how it is determined, it can heighten these concerns. We hope to ease those worries with the information below!
What will I be paid?
Outdoorsy owes up to the actual cash value of your vehicle, with a maximum of $300,000. For our Canadian Hosts, you’ll be paid up to the actual cash value of your rig.
What is ACV, and how is it determined?
ACV stands for actual cash value. Generally, the ACV is determined by reviewing similar vehicles in your area to establish a baseline. Once a baseline is established, adjustments are made based on a number of variables, including the condition of your RV (prior to the loss), mileage, and customizations. Rest assured, all of the things that make your RV unique will be taken into account.
How does the total loss settlement work if I have a lienholder?
Once an ACV is determined, a payoff amount will need to be obtained from your lienholder. If the ACV is more than the amount owed to your lienholder, Outdoorsy will pay off your loan in full, and the leftover balance will be paid to you. If the ACV is less than the amount owed to your lienholder, Outdoorsy will pay the ACV to your lienholder, and the outstanding balance will need to be resolved between you and your lienholder. If the latter occurs, we suggest finding out if you purchased GAP insurance to cover the outstanding balance.
Can I keep my RV if it is deemed a total loss?
It depends. There are quite a few variables that go into whether or not you can keep your totaled RV. Such factors include the extent of the damage if you have a lienholder and the state in which you reside. (Note: Outdoorsy does not insure vehicles with a salvage title)
If you have any additional questions regarding total losses, please do not hesitate to reach out to our Claims Team at claims@outdoorsy.com.