How to submit a claim

You have 30 days from your guest’s checkout to submit a claim.

Have your photos, a repair invoice or quote, and any messages with your guest ready. What to do when you find damage lists everything you need.

Start your claim

1. Sign in to the Resolution Center with your Truvi dashboard email and password.
2. Select the booking where the damage happened.
3. Click Create a new report.
4. Tick the box at the bottom of the guidelines.
5. Click Continue to Incident Report.

If you can’t sign in, reset your password from the Truvi dashboard sign-in page with Forgot password?.

Add the booking details and what happened

1. Fill in Guest and Booking information, then click Next.
2. Under Incident description, describe what happened and what caused it.
3. Click Next page.

Add each damaged or missing item

1. Choose your Currency for this claim.
2. Fill in the details for 1 item. Missing is for low-value everyday items.
3. Upload a photo. For damage, add a photo of the damage under Item after the incident. For a stolen or missing item, add a photo showing you owned it under Item before the incident.
4. Upload your repair invoice under Item’s repair or replace invoice. If you haven’t repaired it yet, upload a quote.
5. Click Save item.
6. To add another item, click + Add another item and repeat steps 2 to 5.

Photos can be PNG, JPG, JPEG or GIF. Invoices and evidence can also be PDF.

Each upload box shows a 5MB limit. Videos aren’t accepted.

Add your messages with your guest

1. Open Evidence.
2. Under Contact with guest, upload screenshots of any messages with your guest about the damage. If your guest has paid you for any of the damage, include that here.
3. Click Save attachments.

Submit your claim

1. Check the Total Claim Amount.
2. Click Finish submission.

Your reference number appears on screen. Note it down. We review every claim within 3 business days.