Damage Claim Procedure

What to do when damages occur:

Upon becoming aware of a damage issue, please click the Report Incident button within the respective booking the damage occurred. 

Please notify us within 24 hours of the incident and no later than 7 days from the booking check-out date. SUPERHOG will contact you within 72 hours to guide and support you through our resolution process.

Actions to take regarding a potential injury or property damage during a booking:

  • If somebody may have suffered an injury at your property, please contact us immediately; it would also be advisable to notify your property insurer.
  • If necessary, emergency repairs should be carried out to limit further damage, loss, or injury – for example, securing your home or stopping a water leak.
  • In all situations, please undertake a full check of your home and catalog any damage that has occurred during that stay/booking.
  • Photographs should be taken as soon as possible – panoramic room shots and close-ups of damage (these steps can be completed by you, your cleaner, or the relevant third party).
  • Do not carry out any non-emergency repairs without checking with us first.
  • Do not dispose of any damaged items – they may be needed for inspection.
  • Do not admit or allow the admittance of any liability or offer a settlement/make any deal or offer – this is especially important if damage has occurred to a neighboring property or in cases of injury.
  • For malicious damage or theft – report the damage/loss to the police and obtain a crime reference number/report.

Contact the guest:

  • Contact the guest to discuss any damage or injury with them.  Attempt to find out the circumstances of the incident. Whenever possible, it is helpful to keep a record of any such communication.

Supporting information/evidence:

  • We will send you a claim form to complete – we love detail, so swamp us with as much as possible and include as much information as you can.
  • Try to obtain at least 2 estimates for any repairs that need to be carried out; estimates should be provided on company letterhead or email.
  • We may need you to provide proof of ownership, such as original purchase receipts. If you cannot provide proof of ownership, we will need to obtain item valuation with photos or bank statements. You will also need to provide a replacement cost and a link to a similar item online (if available)
  • We may ask to see evidence of underlying insurance for the property.

Things to remember:

  • Always keep a record (typically a report or photographs) of the property immediately before and after each booking; without this, it can be difficult to prove any damage occurred during a specific booking.
  • Item repair will always be suggested unless a replacement is a more cost-effective option.
  • For carpets and flooring, we will only pay the cost of replacing the damaged area (not a reason to replace the whole floor).
  • If we offer a cash settlement for lost or damaged items, we may make a deduction for wear and tear.
  • We may require access to the property during the resolution process.

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