Liability claim filed by guest

[Aarti5]

Hello , i need some urgent help with the liablity claim email that i received from Broadspire by Crawford & Company. Its from a guest who stayed nearly a month ago and claims that she hurt herself with the small table when the power cut happned in area Due to fuses got blown at local substation. what can happen now, i am quite a new host and have got scared with this sudden email. i called airbnb also and they did not provide any information, they said just to reply to the email got from third party insurance company. I have not received any message from guest during her stay regarding any injury and infact met her at checkout and she was happy with stay. Even went to provide her with dinner and emergency light during the power cut.

Please let me know if anyone has experienced something of this sort or what possible outcome can be.

many thanks

[Jeff158]

@Aarti5 

I'm no expert but would throw it back at them, reply telling them to contact airbnb's third-party claims administrator, the guest needs to make a claim and all correspondence should go through airbnb. Click the link for info:

https://www.airbnb.co.uk/host-protection-insurance

[Aarti5]

@Jeff158 

Should i contact airbnb host protection insurance department myself and tell them whats happening?

[Noel63]

Yes contact them. There is a contact button on the link @Jeff158 provided. Best of luck

[Aarti5]

@Noel63 

the email that i got from Crawford & Company says "Please note our interest as the appointed claims handling agents on behalf of Airbnb." 

but airbnb case manager that i spoke to just flately said that just reply to that email and ask your queries from them so have absolutely no idea whom to speak to thats why posted in community thinking someone will help.

[Noel63]

Good idea, I hope someone on here has expertise in this area.

[Aarti5]

The number is for the customer service of airbnb, however i just called them again now to ask that crawford & company is acting on whose behalf guest or host and showed my concern to speak to them, but the agent said they dont have any phone number for host protection insurance company as that is also third party and said same thing that was said last night to reply to the email and have queries dealt with them directly. I have replied to the email with my side of story and all the questions they asked and also requested call back. so lets see now. Thanks for good luck wish, i feel i need it very much. 

[Victoria567]

More ambulance chasers......thank goodness I have a really strict set of house rules, and do not accept bookings from Nut Allergies, food intolerances, allergies as my accommodation would not meet the guests specialist dietary needs or personal needs.

Have you got in contact with your home insurance?

whatever you do.....do NOT make personal contact with this troublesome guest or their insurance people.

1) go to citizens advice ASAP for advice.

2) go and get a free 30 minute consultation with a personal injury lawyer in Edinburgh ASAP.

You MUST protect yourself now 

[Aarti5]

@Victoria567

thank you for reply. I am not able to establish yet that the email i got from is from Host protection insurance side of airbnb or from the insurance company whom the guest has appointed. I shall call citizen advice and look for personal injury lawyer now. 

[Victoria567]

Good @Arti0

Do not waste ANY time.

Get an A4 nite book and note down all the legal advice and who you spoke to and when etc to keep track of this terrible situation.

Importantly YOU take control and I’m happy you are taking the first steps.

You don’t need to establish who the role players are, it is for your legal insurance/ solicitor to do this.

Not much point in having a dog if you have to bark yourself!

Goid luck!

[Andreas-and-Anna0]

it sounds like a threatening letter from guest and a complete scam. perhaps it is from their insurance or not but you dont have to pay anything. Someone elses insurance cant make you pay.  yes only reply on AirbnB and ask for proof.

[Fred13]

It was a bit hard to follow from the above information who the  role players are in this insurance charade are. It sounds like a classic scam,  claiming one hurts themselves on a table during a power outage, I mean how absurd can you get.  Getting a law firm to write a letter is one thing,  getting anything for this absurdity is another.

[Robin4]

@Aarti5

Aarti, did this guest review you....and if they did what were the contents of that review?

If as you say she had no problem with the stay then reject any liability issue using the guests own written review as your evidence.

Don't worry, insurers are totally used to scams...and remember....'In a court of law, the faintest of print is worth more than the keenest memory!'

Cheers.....Rob

[Aarti5]

@Robin4 

no she did not leave any review. but we have messages in airbnb and also she has not messaged me or told me in person anytime about this alleged injury. hopefully insurers will see through this claim.

[Robin4]

@Aarti5

Aarti, make sure you make the insurer aware that you have the entire Airbnb guest message stream, prior, during and after the stay which you are more than happy to use as evidence in any proceedings.....it will disappear faster than Chip Butty in a flock of seagulls!!

Good luck possum!

Cheers......Rob