Airbnb doesn’t respond to a claim after 4 months

[Danny815]

I had a minor accident where my tractor damaged a guest's car. My insurance won't cover it because Airbnb insurance covers it. The guests and I have submitted everything to Airbnb claims we've been asked for and over the months, as we complain nothing is being done, we keep being told it has been escalated to Claims but we are not allowed to speak with Claims. Claims never writes or calls. Nothing has happened. The guest is getting their lawyer involved. This is just going to cost them money. How do they stop getting the run around and get their claim processed?

[Helen3]

Why would Airbnb cover damage your tractor caused to a guests car. Why did you tell your tractor insurance company Airbnb would cover it. @Danny815 

I never would have involved Airbnb in the first place you should just have let your vehicle insurance sort it out. 

not sure why the guest is getting their lawyer involved it should be between their car insurance company and yours . 

[Danny815]

I told my homeowners/business  insurance company what happened and that it involved an Airbnb guest . They figured out that Airbnb cover such things. Airbnb agreed that they will cover it. The problem is that they are now gaslighting both me and the guest. Why did I tell them the truth? It’s what I do. It didn’t occur to me.to lie nor should I have to. Your reaction confuses me and I don’t understand how it’s helpful.

[Helen3]

Sorry you found my reply confusing and 'unhelpful'.

 I didn't suggest anywhere in my post that you lie to Airbnb. @Danny815  I said I didn't understand why you didn't use your tractor insurance.

I genuinely didn't understand why if your tractor hit a guests car why you would approach Airbnb to make a claim,  rather than the guest claiming through his car insurance to your tractor insurance . 

I don't know how your home insurance for STR would figure out Airbnbs host cover would cover your tractor damage- did they have access to Airbnb's host cover T&C . Does it state it covers host vehicle damage? 

unfortunately insurance companies always look for excuses not to meet your claim.

if as you say Airbnb confirmed to you in writing they would cover your claim then let the guest pursue them. 

[Joan2709]

@Danny815 

Yes...I have heard this before. Each insurance company wants the other to deal with it and both you and the guest are stuck in limbo. I guess once Airbnb gets the notification of lawsuit from the guest, they may respond, but why should it come to that?

Perhaps one of the moderators can forward this case to the appropriate team at Airbnb?

@Rebecca @Bhumika 

[Danny815]

Thank you for responding. Support has told me at least seven times it’s been escalated and forwarded to Claims. This is seems to be a tactic to avoid paying insurance claims.

[Joan2709]

@Danny815 

Most likely that is the case (sad to say). Is Generali the insurance company acting for Airbnb? Terrible track record.

[Danny815]

No one has told me the name of the company and, as I wrote originally, they will not let me or the guest speak with them.

[Frances3408]

@Danny815. "They figured out that Airbnb cover such things". Unless they are the same insurer (no chance), they cannot say this and you should not rely on it unless you got it in writing from an Airbnb (outsourced) claims assessor with a confirmed amount they will pay, and by when.

I'd work on the assumption that Airbnb will eventually not pay. What's your Plan B? As the property owner you are exposed so as @Helen3 is saying, you might need to sort (read pay something) yourself.

[Emilie]

Hi @Danny815, 

I'm sorry you've been dealing with this for a while now! Did the advice from Helen, Joan and Frances helped you make some more progress on your claim?

It would be great to know if you've heard more from the Support team or your insurance as well. 🙂

Looking forward to hearing from you,

Emilie