I'm having issues with airbnb support regarding an aircover claim. Can't reach anyone and trying to find help. Hoping if I post on forums someone will give me advice or connect with me. Here's the draft i have please edit for clarity/brevity and impact. Hi all — hoping for advice or to connect with anyone who's navigated a similar situation.
I'm a host in Nelson, BC dealing with an AirCover claim following a serious incident. On February 10, guests checked out after Nelson Police and Fire Rescue attended my property. Officers found firearms, ammunition, and suspected controlled substances. A fentanyl exposure risk was confirmed — surfaces were potentially contaminated to the point where officers warned that incidental contact could cause overdose.
I was out of town the first week. Safe re-entry required full PPE, a naloxone kit, and a second person present at all times per police advice. This left me roughly half the standard 14-day filing window to document damage.
My claim had two parts a $260 request for extra guests and consumed food which was successfully submitted on Day 14. A more extensive property damage claim ($16,000) was also begun within the window but not fully finalized due to interface confusion (yellow exclamation indicators I misread as optional rather than required confirmations). Both are still showing as unresolved in the system. But I received a call back from AirCover support saying the larger claim was disqualified for not being submitted in time.
At this point I don't trust the AirCover "team" or the airbnb site interfact. I would love to submit a formal written request for a deadline exception, explaining: (1) safe access wasn't possible for the first week due to contamination; (2) the claim was initiated on time and remains open; (3) incomplete submission was due to interface confusion during an extremely stressful situation; (4) remediation costs can't yet be fully quantified — I'm waiting on lab test results before a decontamination company can provide a full quote.
Airbnb support has been difficult to reach — calls result in hang-ups or promises of a callback that never come.
Has anyone successfully gotten a deadline exception granted? Any advice on reaching the AirCover review team directly? Any help appreciated.
— Jacob, Listing ID: 1335145836335804929
tagging airbnb communiy team members in hopse this can be escalated @Bhumika @Elisa This involves an aircover deadline exception request for a biohazard crime scene with a 30 day hard deadline fast approaching any help connecting with teh right team would be hugely appreciated
