Generali Damage Waiver help!

[Ochlockonee-Bay-Realty0]

We had a guest book through Airbnb and purchase the optional damage insurance (I wish SO much they hadn't!).  They really trashed our home.  When they checked out, our cleaner called me freaking out because the bed was broken, the couch had been covered in bleach stains, the rugs were damaged, several dining chairs damaged, etc.  It was a big claim.  I reached out to the guest to ask why he hadn't let us know when he checked out (because of course we had guests checking in right after and it was a nightmare) and his response was, "This is why I have the damage waiver.  You figure it out."  Great guest.  However, I filed the claim 2 weeks ago with invoices, photos, etc and I have gotten NO response from Generali or Airbnb.  Both just say my claim "is being reviewed."  I had to front the money for these repairs and I am hesitant to purchase the new slip cover for the sofa because it's quite expensive and I have no idea if this claim will ever go through.  I call Airbnb EVERY DAY and they say they are transferring the conversation to their "specialized team and someone will call me today."  No on ever calls.  No one has called me once despite new tickets and new calls every day.  I don't know what to do except get an attorney.  Do I contact the guest and tell him that he will be liable for the damages unless he can figure out how to get a payout from his policy?  It's not Aircover so I feel so much at a loss.  I have lost all faith in Airbnb from this experience.

[Emiel1]

@Ochlockonee-Bay-Realty0 

I was not aware of the option available to Airbnb guests to purchase damage insurance via Airbnb.

[Ochlockonee-Bay-Realty0]

Generali is terrible to work with.  I also had a claim with a Booking .com guest and I still have heard nothing from Generali.  It's been 3 weeks.  😞  If this is the direction short-term rentals are going, hosts are going to leave in droves.

[Emiel1]

@Ochlockonee-Bay-Realty0 

But why does the host need to communicate with the insurance company of the guest ?

[Ochlockonee-Bay-Realty0]

I filed the claim through Aircover, but they said that because the guest had a Generali policy, they forwarded my claim to Generali.  I am getting no help from Airbnb and Generali says I have to get updates from Airbnb.  I spend an hour every day on the phone trying to get updates and I have received NOTHING from either company.  it's horrible.

[Joan2709]

@Emiel1 

Only available in US...

Airbnb Accidental Damage Coverage

https://www.airbnb.com/help/article/3443

Accidental damage coverage

For eligible US domestic trips, Accidental damage coverage (also referred to as Vacation Rental Damage coverage in the policy) may be offered. This provides coverage up to the amount shown in your plan’s Schedule of benefits for certain accidental damage caused by you or other guests to your host’s property during your trip.

Accidental damage coverage is available for eligible US domestic trips as a standalone policy or as an added benefit under certain Guest Travel Insurance plans. The standalone policy does not include trip cancellation, medical, baggage, or other travel insurance benefits.

Coverage plans are underwritten and administered by Generali US Branch and eligibility may vary based on your trip and timing. Coverage details will be shown on your plan details page and policy documents.

@Ochlockonee-Bay-Realty0 

Unfortunately, Generali has a terrible reputation and I'm not surprised you are having issues. Airbnb should be making the guest (NOT the Host) file a claim. You should be reimbursed for damages and the guest can then make a claim with Generali. Sadly, this is not how Airbnb applies the policy.

Just curious...what kind of reviews did this guest have?

[Ochlockonee-Bay-Realty0]

That's how I feel- I submitted the receipts and estimates to Airbnb.  I feel like the guest or Airbnb should be handling all the back and forth- how is it fair to the host to spend upwards of 10 hours trying to get information about a claim?  The guest was new to Airbnb and had no reviews.  We typically do not have issues with Airbnb guests- I've had over 300 reservations this year and have only filed a handful of claims.  So I'm kind of the ideal host for Airbnb...but the one time I really need their help it's crickets.

[Joan2709]

@Ochlockonee-Bay-Realty0b

Yes...yet another policy of Airbnb where they collect the premium, but the Host does all the work.

If you are using Instant Book, I suggest you turn that off in light of this policy and also Airbnb refusing to remove clearly retaliatory reviews. I would also suggest you do not accept guests new to the platform and/or those without any reviews.

Many of the Hosts I work with no longer accept guests new to the platform. They simply inform the guest they are only accepting guests with established profiles and review history.

The only other suggestion I have is to submit a claim to your own short term rental insurance carrier. They may refuse to deal with it since the guest is using Generali and they have an ongoing claim.

[Emiel1]

@Joan2709 

Thanks.

I hope it will not be introduced in Europe !

[Joan2709]

@Emiel1 

I don't blame you! 

I was not aware of this insurance either until @Ochlockonee-Bay-Realty0 posted about it and I did some research. It is not offered to every guest or offered on every reservation. No idea of the policy limits or premium cost, as (of course) Airbnb does not publish that information, nor do they provide guidance to Hosts on how to handle claims. 

I think it's probably pretty new and maybe added recently? Since Airbnb doesn't add dates to their Help Articles, no way of knowing when it was added. If I had to guess, I would say probably when they added the extended cancellation policy? 🤔.

Another OTA has "damage" protection, but the claims process is entirely the responsibility of the guest - not the Host. Not familiar with BDC. I'm guessing this was sold to Airbnb and BDC by Generali as an easy way to generate revenue with little or no platform cost of processing claims or and a way to avoid payouts to the Host via Aircover. 

[Shelley159]

@Joan2709 I read your reply above and when I got to the last sentence ".... with little or no ..." I thought you were going to write " .... with little or no risk to either party of having to pay out on claims" 🤣

Which may be the case, I don't know 😀

@Ochlockonee-Bay-Realty0 my concern is that the policy seems to cover "accidental" damage? Won't the insurer try to find that it was intentional, and therefore not covered? I guess then it falls back to Aircover? How long will this process take?

[Joan2709]

@Shelley159 

Yes...this seems like another policy that favors all parties except the Host:

Airbnb -

Has no risk or cost. (they may get a cut of the premiums actually (they don't disclose if they do). They have effectively shifted the costs of handling what would have been an Aircover claim to a 3rd party.

Guest -

The guest has a small premium cost, but doesn't have to pay for all the damages, nor deal with the onerous process of filing a claim. They simply say "oh well, it's your problem now Host, I paid for damage protection."

Generali -

May eventually pay out on a claim, but for most policies, they will collect premiums and never have to pay out.

Host -

Will experience long delays in payouts from Generali. Meanwhile they are required to "process the claim for the guest." That usually means a long delay and meanwhile the host is left having to pay out of pocket to make the property whole again. Although the delays are also there for Aircover, Airbnb incurred the costs of having employees process the claim. They have effectively removed that cost and not only that, they may actually get a portion of the premium. Even if they don't get a portion of the premium, they are shifting the burden/cost of processing claims to a 3rd party.

Since we have no idea what the actually policy covers (you have to purchase it at checkout to receive the coverage information), no idea if it covers intentional damage or not. We also don't know if they pay out replacement cost or depreciated value. From what I read, it is similar to Aircover which only pays depreciated value and you must prove original purchase cost with receipts. 

It's great for Airbnb, Guests and Generali - IMHO.

This is all bad for Hosts. This effectively tells guests they can do whatever damage they want if they pay a small premium.

Perhaps Airbnb has already modified the terms of service about Aircover? Haven't checked. They should modify what they tell Hosts, as if the guest purchases this insurance, the Host no longer has damage protection via Aircover and the Host Damage Protection of 3 million no longer applies.

Interesting there was no announcement of this new policy that I'm aware of (whenever implemented) and Hosts had no input and have no idea if a guest purchases the coverage, as it is not included in the reservation details and is paid separately by the Guest.

Other OTA platform allows the Host to choose either insurance policy or damage deposit. 

[Joan2709]

@Emiel1 

I should clarify...

Another platform allows the Host to choose either a damage deposit amount or insurance policy with Host as named policy holder.

For damage deposits, Hosts pay a small percent to OTA, but are reimbursed if there are no claims. Hosts choose the amount of coverage they want and can be reimbursed immediately up to that amount.

Their insurance policy I have never used as seems onerous (as most are) when filing claims, but the Host is the policy holder. 

We have only used the damage deposit once and were paid immediately. However, it was a relatively small amount and not near the limit we had chosen.

[Meryam8]

Ok

[Rebecca]

Hi @Ochlockonee-Bay-Realty0 👋

Thanks so much for sharing here and I'm sorry that you're having a tough time with it at the moment. Have you heard anything more from Generali since you posted?