Process: key claims

Key claims that will NOT be covered:

Keys with regular wear and deterioration will not be covered. For example, the photo below is an old key with scratches and cracks that have built up over time. This is not due to the guest misuse or abuse, therefore we would not cover that claim.

Key claims that WILL be covered:

If the host reports a missing key, this will be covered. Additionally, if the host sends us photos of a key that is damaged clearly from misuse or abuse (shattered, pieces missing, etc.) then we may be able to cover this claim. Lastly, if the guest admits to causing any damage or misplacing the key, we will cover this claim.

How to handle:

Request an estimate from the host to move forward with a key replacement. If you are unsure if the quote provided by the host is fair, double-check by searching typical key replacement costs or run the quote by your team lead/supervisor.

For key claims, all host deductibles are waived meaning we will pay in full for replacement keys on covered claims.