Partner Guide: How the Screen & Protect API Incident Process Works
A transparent, four-stage incident process
Timeline
Most claims: Reviewed within 48 hours
Complex cases: Up to 30 days
Payment: 5 business days after decision acceptance
Four-Stage Process
1. Evidence Review
We verify damage occurred and assess documentation quality
2. Eligibility Check
Must meet all requirements:
- Active Truvi protection on booking
- Guest screened through Truvi
- Incident during stay
- Reported within 30 days of checkout
- Damage type is protected
3. Settlement Calculation
Based on:
- Depreciation (linens 1-2 years, furniture 5-7 years, appliances 7-10 years)
- Repair vs replace (whichever costs less)
- Like-for-like replacement (no upgrades)
- Deductions (any guest payments or deposits already received)
Example: $1,200 sofa, 4 years old → $480 current value → $450 repair quote → $100 guest paid → $350 resolution
4. Payment
Where resolution approved, paid direct to owner's bank account within 5 business days