Aircover denied for no reason

[Yoan260]

I have been hosting for many years, we had a guest who broke items in our house, left a total mess. really unacceptable behaviour,

we carefully gathered pictures and invoices to back up our claim.

we submitted the claim with the 14 days deadline to submit a claim, my claim was accepted with this email:

1. Hi Jian, 
   
   I'm happy to let you know that after a full review of all relevant documentation and communication, we’ve determined that your request qualifies for reimbursement under Host damage protection.
   
   Based on the available information at this time, the total amount we’re able to provide for the damages you’ve reported is CAD 150.
   
   This breaks down as:
   1. Mirror
   
   Our aim is to ensure that you feel adequately compensated for any inconvenience or discomfort experienced during your stay. With this in mind, we are open to negotiating the claim amount to reach a resolution that you find fair and satisfactory.
   
   Please feel free to share any additional information or details that you believe would support your claim and help us better understand your perspective. We are committed to working collaboratively with you to find a resolution that meets your needs and expectations.
   
   If you have any questions, don’t hesitate to reply to this email. I’m here to help.
   
   Best,

and then a few days later the same agent Pearl T, asked for more info and we also cooperated.

1. Hi Jian,
   
   Can you please Zoom out and send a picture again with Time-stamp. 
   
   Regards,
   Pearl T

Within a few days, we submitted the zoomed out picture. then out of sudden Pearl T retracted the acceptation saying that we passed the 30 days deadline.

First no where on aircover says we have to submitt a zoomed out picture with timestamp within 30 days.

Second, I was only notified of this obligation on September 18th, and within a few days we submitted the picture with timestamp. It feels like the whole process asking for documentations seem just like they are doing on purpose to waste time and then suddenly say we passed the 30 days. 

When does the 30 days even start to count? 

Host cannot be held accountable for an obligation that was not asked of the host, what other weird and impossible things they are going to ask me to submit.

This situation is outrageous! Someone please help!

[Yohan24]

Hello, I have the same issue! please help!

[Elaine701]

@Yoan260 @Yohan24 

"AirCover" is not an insurance or a "guarantee" of any kind. Read the fine print.

As much as Airbnb would like to promote the image of happy, charming personal hosts and guests that operate in a secure world where everybody happy, the reality is that you're running a business (a hospitality business). In this business, things happen (ask any hotel). And despite every attempt at providing the best hospitality you can (it's your business after all), guests have every motivation to deny they caused any damage, and sometimes will even demand compensation for damage they actually caused.

So, businesses need insurance, both for damage and liability. Including yours. "Aircover" is verifiably neither. 

As sorry as these situations are, you really need actual insurance, like any business. That's just the reality of it. And frankly, you should avoid making claims to "Aircover". It can backfire on you unexpectedly in ways more damaging than the damage itself. 

Good luck. Get an insurance policy!

[Joelle43]

Hello @Elaine701 

Whilst I agree totally with what you say and with the hit and misses of Air Cover that we all know about, hotels have a real advantage over hosts using booking platforms since they have our credit card details that they can use if we cause any damages.