Waiting almost a month to hear back from Airbnb insurance, anyone else had this problem?

[Jenni2632]

I had a guest who flooded my apartment over the New Year. I reported it to Airbnb on January  2nd, they said to get in touch with the guests which I did and couldn't resolve it there (I had to wait 72 hours to hear back from them). We're talking five figure repair costs here! I have called Airbnb 6 times, each time they say a case manager will call you in 24-48 hours, and no one calls. Except the last time they said they don't even know when someone will get in touch. Since I had mold appearing and water coming through the lights and flooding on all floors, I've already done half the work and the contractor is asking to get paid. I don't know what to do except wait but I don't have the funds to cover the repairs. I have never heard of an insurance company taking almost a month and counting to even get in touch. Any advice? Thanks Jenni

[Helen3]

Call Airbnb out about this on their social media (make sure you post photos of the flood damage at the time ) @Jenni2632 

You can also claim on your specialist home insurance for STRs.