How Truvi Processes Resolution Claims

How It Works

When you submit an incident report, it moves through four stages:

1. Evidence Review - We verify damage occurred and assess documentation quality
2. Eligibility Check - We confirm the claim meets protection requirements
3. Settlement Calculation - We determine fair market value of the damage
4. Payment - We process your payout within 5 business days

Most claims process within 48 hours. Complex cases may take up to 30 days.

Evidence Requirements

We evaluate submissions across five categories:

• Photos - Clear images showing damage from multiple angles
• Description - Written explanation of what happened
• Costs - Professional quotes, receipts, or repair estimates
• Guest contact - Evidence you attempted to resolve with the guest
• Supporting docs - House rules, police reports, or other materials

If evidence is insufficient: You receive specific feedback and can supplement your submission.

Eligibility Requirements

All must be met for claim approval:

• Active Truvi protection for the booking
• Booking processed through Truvi and guest screened
• Incident occurred during guest stay
• Reported within 30 days of checkout
• Damage type is covered (not wear & tear, acts of nature, etc.)

Settlement Calculation

We calculate payouts based on:

Depreciation - Items in rentals depreciate faster than in homes

• Linens/towels: 1-2 year lifespan
• Furniture: 5-7 years
• Tables/appliances: 7-10 years

Repair vs. Replace - We pay whichever costs less

Like-for-Like - We replace at equivalent specification, not upgrade

Deductions - Any payments already received (deposits, guest payments, insurance) are deducted

Example: £1,200 sofa claim → 4 years old → £480 current value → £450 repair quote → £100 guest paid → £350 settlement

Payment Process

Timeline: Within 5 business days of settlement acceptance

Method: Balance paid to your bank account

Note: Outstanding invoices may delay payment