I unfortunately had the worst trip in Venice where I broke my ankle in an airbnb.
Airbnb told me it would be covered under the automatic host liability insurance. I filed the claim in a timely fashion and was asked multiple times to submit my medical bills. I tried to do so but given I am still under medical care they would not accept the bills to date and said I needed to do it once the case was closed. Almost a year later, I am still getting medical care and may face surgery to resolve what isn't healing.
To my dismay I recieved an email the other day from the insurance carrier stating the host never responded and therefore they closed my case. What in the world? How can this be possible to tell a guest every host is covered up to $1mm and then reject the claim due to failure of the host? This is completely misleading. There is no place that the guest is informed that the insurance is contingent upon.
There must be some recourse or they are falsely advertising services and benefits of using Airbnb.
I have called Airbnb for the past few days losing almost a dozen hours without any call back and refusal by anyone to provide clarity. One of the calls I was literally on hold for over 3 hours! On another call I was told I would get a call back and that the person could not transfer me to that department.
Albeit I should have as when I was stranded in Italy I had multiple days with literally a dozen message threads with cases being closed that were still in progress...the customer support is so disfunction and Airbnb is such a mess, but I didn't expect this kind of heinous situation to literally try to weasel out of the host insurance.
Alternative is to file a law suit and submit a grievance to Better Bureau and the FCC.I hope this isn't the case.
I could use some guidance on how to resolve this.
Thanks
