Viewing a Guesty Damage Protection claim

After you file a claim for damage that was caused to your property, you'll be able to see its current status in Guesty. Once your claim has been approved, our claims administrator will send you a direct deposit registration form. Any reimbursement granted will be wired to the bank account provided in the direct deposit registration form.

The direct deposit registration form will only be sent for the first claim. Any subsequent deposits will be automatically transferred to the bank account specified in that form.

Follow the instructions below to view the claim in a specific reservation, or in a list of your submitted claims.

View claim in a reservation

In the "Damage protection" section, the status is written under "Claim status".

View claim in Damage Protection

Pro users Lite users

Step by step:

1. Sign in to your Guesty account.
2. In the top navigation bar, click . and select Guesty add-ons.
3. Scroll down to "Your active add-ons" and click Guesty Shield.
4. In the left-side menu, click Claims. 
5. Click to open the claim details.

Step by step:

1. Sign in to your Guesty account.
2. In the top navigation bar, click and select Damage Protection.
3. In the left-side menu, click Claims.
4. Click to open the claim details.

The numbers next to "Claims" represent the number of claims that were submitted and how many of them were approved. The list of claims is sorted by submission date, with the oldest date at the top. For each claim you will also see the following:

• Reservation, with a link to the reservation page
• Property, with a link to the listing page
• Guest name
• Damage amount
• Status of the claim

If needed, filter the list by status.

Damage Protection claim statuses

Read the explanations below to understand what each status means.

• Draft: The claim was created, but hasn't been submitted yet.
• Pending: The claim has been submitted and is now pending the approval of our insurance partner. Allow a few days for processing then check the status again for updates. If you have a question about a claim that is still in "Pending" status for more than a couple weeks, please contact us.
• Approved: The claim has been approved and is now pending processing and payment.
• Declined: The claim wasn't approved.
• Incomplete: The claim couldn't be submitted because some information or documents are missing. When you see this status, hover over the exclamation mark to the right of the status to exactly what is missing, and then you can follow these instructions to edit the claim and resubmit it after you've added the missing information or uploaded the missing documents.

  Once you've resubmitted the claim, allow a few days for processing then check the status again for updates.

• Not qualified: The claim request is not covered by the plan.
• Success: The claim has been processed, and the possible outcomes are:
  • Payment is made.
  • The claim is withdrawn.
• Withdrawn: The claim was submitted and then canceled by you or our insurance partner.

Once you've submitted a damage protection claim, the status can be seen by viewing the specific reservation or within a list of all claims.

x