If you run into a bit of trouble on the road and find some fresh damage on the rig, don't worry—that’s why your Protection Package is in place. If you’ve experienced covered damage or an incident during your rental, we have a straightforward process for filing a claim.
Refer to the following sections to learn everything you need to know about filing an insurance claim as a Guest on Outdoorsy.
What are the Outdoorsy Protection Packages and what incidents are covered by them?
Most folks hope for nothing but blue skies and open roads, but it’s best to know exactly what are Protection Packages and what’s covered before you pull out of the driveway.
What are Outdoorsy's Protection Packages?
These packages cover physical damage (comprehensive and collision) and liability. The package selected determines your deductible—the specific amount you owe before insurance kicks in for covered losses:
Essential: Our most basic coverage with a $1,500 deductible ($4,000 for Class A).
Preferred: Our most popular mid-tier option with a $1,000 deductible ($3,000 for Class A).
Peace of Mind: Provides the maximum level of protection with a $500 deductible ($2,000 for Class A).
For a complete breakdown of what Protection Packages are, refer to this article: RV Protection Packages
What’s covered? (Covered Damages)
Your protection package provides coverage for sudden, accidental damage from these types of events:
Collision: This covers your rig if it has a run-in with another vehicle, an object, or there is "upset" of the RV (like it rolling onto its side).
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Comprehensive Events: These are the "acts of nature" or unexpected mishaps, including:
Impact with an animal or bird
Fire, explosions, or earthquakes
Vandalism, theft, or falling objects
Heavy weather like windstorms, hail, and floods
Power surges
Please note that there are specific exclusions to coverage. All covered damages are subject to investigation and determination by our Claims Team. For the full details on what is and isn't covered and everything else you need to know about Outdoorsy Protection Packages, please visit the following Help Center articles:
- RV Protection Package Terms of Service
RV Comprehensive and collision coverage for Guests (US rentals)
Who is eligible to file an insurance claim?
An insurance claim can be initiated by several different parties depending on the nature of the incident. Below are the groups authorized to file a claim for damage or injuries covered under the booking’s Protection Package:
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Primary Parties:
Hosts: The owner of the RV listed on Outdoorsy.
Guests: The individual who booked the rental on Outdoorsy.
Third Parties: Any person outside of the booking (e.g., another driver or property owner) involved in an accident with the rented unit.
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Authorized Representatives:
Insurance Carriers: Other providers involved in the incident.
Legal Counsel: Lawyers representing any of the primary parties.
Appointed Representatives: Any officially designated individual acting on behalf of a Host, Guest, or third party.
What do I need before I can file an insurance claim?
We want you to have a reliable claims experience and an easy time gathering what you need, so we’ve designed a simple, streamlined process just for Guests like you.
To ensure your claim is processed efficiently and that you remain covered under Outdoorsy insurance, the following digital documentation must be completed within the app:
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Mandatory In-App Photos
Photos are the most critical evidence for any claim. To be "claims-compliant," photos must be taken using the Outdoorsy Guest App camera (not uploaded from your phone's gallery).
Pre-Trip Photos: Ensure that you capture the RV’s condition, mileage, and fluids before you depart.
Post-Trip Photos: Ensure that you capture the final condition of the RV upon return.
Verifiable Metadata: Ensure photos are taken in-app so they include non-editable GPS coordinates, timestamps, and the Outdoorsy watermark. This proves exactly when and where the damage (or lack thereof) was recorded.
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Damage Tagging: If you notice damage during the pre-trip walkthrough or if damage occurs during the trip, you must use the "Edit Photo" feature to:
Declare the photo displays damage.
Add a personalized, detailed description of the issue.
Pro Tip: For more information on how the digital key exchange helps you capture claims-compliant photos and secure your metadata, check out our Help Center guide: What does the 100% digitized Key Exchange Process mean for a Guest like me?
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Digital Signatures & Forms
We’ve retired the old pen and paper; completing your rental forms is now 100% digital, which helps make the process much smoother if you ever need to file a claim. Keeping these signatures in the app ensures your information is secure and easy to verify.
The Rental Contract: You’ll sign this digitally in the app once your booking is confirmed or just before you head out. It’s the official agreement for your trip.
Post-Trip Signature: When you return, you’ll provide a final digital signature in the "Upload Photos" window. This officially closes out your trip and helps initiate the claim process if any damage was reported.
Why it matters: Completing these digital forms creates a clear record that protects you. Since the process is now fully digital, physical Departure and Return forms are no longer needed—saving you from keeping track of extra paperwork!
To learn more about the 100% digitized key exchange, visit the Help Center article: What does the 100% digitized Key Exchange Process mean for a Guest like me?
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Communication with the Host
Clear communication is the secret to a smooth ride. If you run into any issues or have an accident, it’s best to let your Host know right away. Insurance claims are always processed more efficiently when both parties are on the same page from the start.
How to message your Host:
- Go to Trips: Log in and navigate to your Trips page.
- View Details: Select your reservation to open the Trip Details page.
- Initiate Chat: Locate and click the "Message the Host" option.
Note: You will be redirected to a dedicated messaging page where you can start your conversation.
When to file an insurance claim?
The most important rule of the road is the 48-hour window. You must file your claim through the Trip Details page within 48 hours of the trip’s end to ensure your coverage is secure.
What if the 48-hour deadline has already passed?
If you missed the window, don't lose heart just yet. You can still submit a claim for consideration; however, please keep in mind that we cannot guarantee it will be accepted for coverage once the deadline has passed. It’s always best to get those details in as soon as you drop off the keys.
How do I file an insurance claim as a Guest?
If your trip had a bit of a bumpy finish, don't you worry. We’ve streamlined the process to help you get a claim filed efficiently.
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Declare damages in the app
Before you officially close out your trip, use the Digital Key Exchange process in your Outdoorsy Guest app.
- During the return walkthrough, the app will provide an integrated option to declare any damage that occurred.
- Be sure to mark these damages clearly and add descriptions so our team knows exactly what to look for.
To learn more about how you can declare damages within the 100% digitized key exchange, visit the Help Center article: What does the 100% digitized Key Exchange Process mean for a Guest like me?
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Formally initiate the claim
Declaring damage in the key exchange is just the first step. To get the insurance process moving, you must formally initiate the claim:
Navigate to your Trip details page: Access your reservation within the Outdoorsy Guest app or website to find the specific trip.
Locate the File a Claim option: This option is available on the reservation's Trip details page.
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Begin filling out the form fields:
Section 1:
Incident Details: Enter information about who was driving, the location of the damage, the date it occurred, and a detailed description of the incident.
Damage Assessment: Specify the type of damage (interior/exterior) and answer questions regarding the vehicle's drivability and any existing damage.
Insurance & Reports: Provide your insurance carrier information and details regarding police reports or witnesses.
Section 2: Photo Documentation: Upload handoff (pre-trip), return (post-trip), and specific damage photos (including the VIN and odometer). Note that uploading both handoff and return photos is mandatory to process the claim.
Section 3: Additional Information: Enter any additional details you want to add.
Section 4: Contact Information: Enter the email address and phone number to be used for all claim correspondence.
Click Next: Once all fields are completed, click the Next button at the bottom of the form to proceed.
Acknowledge and Submit: Read and acknowledge the Authorization and Assignment of Benefits and State Law Warnings, then click Submit Claim.
What happens after I file an insurance claim?
Once you’ve submitted your claim, our team pulls up their sleeves and gets to work.
A member of our Claims Team will typically touch base with you within 24–48 business hours (Monday through Friday). They’ll start by reviewing the photos and details you submitted to determine the next steps for the investigation.
Pro Tip: Keep an eye on your email. Most of our communication happens there, and responding quickly to any requests from your adjuster helps us close the loop even faster.
How do I follow up on a filed insurance claim?
To follow up on a claim you’ve already filed, the best approach is to stay within the established communication channels to ensure your message reaches your assigned adjuster.
Here is the best way to check on your claim status:
Use our 24/7 Claims Status Tracker
- Available anytime at https://www.outdoorsy.com/claims/status.
- All you need is your Claim number and the date of loss to access your Claims details.
- Click the Email the team button to contact your adjuster, attach photos or other documents, etc.
Check Your Email
- Most communication from the Claims Team happens via email. Look for a message sent within 24–48 business hours of your initial filing.
Action: Search your inbox (and spam folder) for emails from
@outdoorsy.com.Pro Tip: Replying directly to the last email sent by your adjuster is the fastest way to get an update, as it keeps your message threaded with your specific claim file.
Use the Claims Hotline
- If you haven't heard back within the expected 48-business-hour window, or if you have an urgent question, you can call the dedicated claims line:
Claims Reporting & Follow-up: +1-855-441-2006
Hours: Monday – Friday, during standard business hours.
Contact via Email
- You can send a direct inquiry to the general claims inbox. To help the team find your file quickly, be sure to include your Booking ID in the subject line.
Email: claims@outdoorsy.com
Can an involved third-party file an insurance claim?
Yes. If your trip involves a run-in with another vehicle, a pedestrian, or someone’s property, that third party might need to file a claim of their own. Since they don't have access to your Outdoorsy app, they’ll need to reach out to our team the old-fashioned way.
How can an involved third party file a claim?
If a third party is involved in an accident that occurred during the rental period, they can email our Claims Team directly at claims@outdoorsy.com with the following information:
Contact Info: Their full name, phone number, and email address.
Passenger & Injury Details: Confirmation of any injured passengers, including their names, contact details, a brief description of the injury, and any treatment sought (like a visit to the ER or their primary doctor).
Vehicle Info: The year, make, and model of their vehicle.
Incident Details: A brief description of what happened. (No need for a novel—our claims representatives will follow up if they need more details).