Submit a Damage Protection Claim

Through our unique integrations, OwnerRez offers Damage Protection, an optional premium feature that applies to your contracted rental property, protecting hosts against accidental damage a guest might cause while at your property. Follow the instructions on this support article to submit a Damage Protection claim, along with tips for submitting a strong claim.

• Tips for Submitting a Strong Claim
  • Common Mistakes to Avoid
• Submit a Claim
• Video - Submiting a Claim
• Conditions
• Liability Claims

Tips for Submitting a Strong Claim

1. Keep it factual and simple. Avoid speculation or storytelling. Stick to what you know.

❌ Don’t say: “It seems the guests threw their heavy suitcase on the shelf.”
✅ Do say: “A closet shelf in the upstairs bedroom was broken. The wood around the pins is damaged, and the shelf is no longer usable.”

Why: Claims are for accidental damage. Over-explaining or guessing motives can make guest damage appear intentional, which isn’t covered.

2. Provide an actual invoice

• If a handyman fixed it, include their invoice.
• If you replaced the item, include the purchase receipt for the new one.
  • If the guest discarded the damaged item before you could take a picture of the damage, explain this along with the receipt of the new purchase.

❌ Screenshots of online listings (like Amazon prices) are not accepted as proof of cost.

3. Include photos of the actual damage

✅ Attach clear photos showing the damaged area or item. “Before” photos can help, but aren’t required.
❌ Avoid uploading generic room photos or online product listings, such as those from Amazon.

Common Mistakes to Avoid

• Submitting claims without a valid receipt or invoice.
• Writing long narratives instead of clear facts.
• Uploading unclear or unrelated photos.
• Expecting payout based on policy limits instead of actual repair cost.

Submit a Claim

Individual Booking > Insurance tab > Damage Protection sections contain all the necessary information for submitting a Damage Protection Claim.

The Rental Guardian Claim form is linked at the bottom of this page, along with the necessary Reservation Number (beginning with ORB...). Users can copy the Reservation Number simply by clicking on the Copy  icon.

When you click the link in your received email, continue submitting your claim by following these steps.

Providing contact details is a crucial first step since this is where your payment will be sent if your claim is approved. OwnerRez will remain in the greyed area at the top; the rest of the information is for you to complete.

Enter the Incident Details. In this step, you will need to fill out important information, including the following.

• Date the damage was reported
• Who reported the damage (select from a drop-down box)
• Type of damage
• The estimated amount of damage. If unknown, enter 1.00.

Upload your Documentation. The system only accepts PNG, JPEG, PDF, or GIF. Please note that our system will not place your claim IN REVIEW until you upload a photo of the damage and an invoice.

Complete your claim submission by inputting your initials, checking the box, and clicking Submit for Processing.

While our program provider reviews your submission, they may contact you by email to request additional documentation before approving reimbursement.

Video - Submiting a Claim

Conditions

Damage Protection policy conditions include, but are not limited to, the following.

• In rare cases, the program provider reserves the right to exercise guest verification in such instances and, as with all claims, reserves the right to assess each claim on its own merits.

  • Guest denial or refusal to respond to such a request does not necessarily negate a damage reimbursement payment. The underwriter uses guest verification for quality control; it is discretionary for the underwriter and is not used in the majority of cases.

• Damage must be identified and reported within 14 days of the guest's check-out or departure. 

•  The damage must be caused by a guest and be accidental. The program will not reimburse for damage that was intentional.

• This program also does not cover non-damage items, such as the following.

  • Your time in assessing the damage

  • The guest not following house rules (e.g., bringing a pet when you don't allow pets)

  • Guest theft

• You may submit an initial estimate in lieu of a paid receipt; however, no damage reimbursements can be approved until the final paid receipt or vendor-stamped paid estimate/invoice is submitted.

• The program provider allows you up to 60 days from guest check-out to complete your repair or replacement and provide all required documentation.

• Our program provider may contact you for confirmation before sending the link to complete the claim, even if it's after the 14-day window has passed. However, if their delay causes it to be after 14 days, a link to complete the claim will still be sent.

• Past damage protection claims do not affect your future individual damage protection policy costs. The cost is part of a larger contract between OwnerRez and the program provider, and all clients pay the same rates based on this pricing structure.

• The program only responds to booked stays during the protection period. Additionally, incidents that occurred prior to your program start date, which have already occurred or could give rise to a claim in the future, are excluded from the program.

• The program provider adjudicates damage submissions without an on-site investigation. Because of this, the determination is based on your description of damage, the pictures of damage, and any vendor notes on invoices/receipts (with the assessment of the scope of repair) provided in your claim submission. By providing as detailed supporting documentation as possible, you help expedite the process and facilitate a swift resolution and payment.

• If special circumstances cause delays in completing repairs or replacing damaged items, it is essential to communicate that by notifying support@rentalguardian.com about these delays. With their permission, the claim may be put on hold and reopened once the work can be completed.

• Regarding claim payments, for non-US locations, checks can be mailed to a US mail-deliverable address only.

  • Electronic bank transfers are available with no fee to US-based bank accounts.

    • Payments can be made to non-US bank accounts via Wise (formerly Transferwise). Wise fees apply, ranging from 0.5% to 3.5%, depending on the country. 

  • The default payment method for a US address is check. To set up EFT, please contact support@rentalguardian.com. Also, please remember to notify support of any change of address.

  • All damage protection claim payments are settled in USD. Exchange rates apply. The current mid-market exchange rate will be applied on the date of payment.

Liability Claims

For Liability incidents that give rise to or could give rise to a claim, contact OwnerRez. A claim form and other supporting information are submitted, and each claim is processed on its own merits. 

• Liability claims are subject to deductibles.
• Adjusters may be required for significant damages and liability issues.