How are damages dealt with and resolved?
While you are on a booking enjoying a well deserved vacation, sometimes accidents happen and things can get damaged.
Camplify has procedures in place to help you and the owner resolve these situations. However, both parties have to do their part to ensure a smooth resolution process.
At the beginning of the booking, the owner has to submit a condition’s report (pre-hire checklist) of the van through the app and you should also take photos to document the true state of the van before the booking begins. We understand that there is a lot of excitement at the beginning of your hire but you should always be patient and make sure the condition of the van is well documented. This will ensure Camplify has the necessary tools to support you and the owner with any claim reported at the end of the booking.
During the booking, if you notice something was damaged during your booking you should report it immediately to the owner and to Camplify with photos. This will ensure that the owner doesn’t miss it on the post-hire inspection of the van and reports it accordingly.
If damage is caused by a third party and was not your fault, Camplify will lodge a claim with our insurance provider and will hold the third party liable as long as the third party is identifiable and you have reported their reg number.
If damage is caused by a non-identifiable third party and you were not able to take note of the reg number, you will have to be held liable since the damage happened while the van was at your responsibility.
At the end of the booking, on the post-hire inspection of the van, the owner can notice some damage that you didn’t realize happened during the hire. In these cases you will be able to dispute any damage submitted by the owner if you are convinced it wasn’t caused during your time with the van.
In any case, private resolutions are always encouraged whenever an agreement between you and the owner can be reached. Private resolution often results in reduced costs and a reduced resolution time.
Accident Excess Amount and liability
The Accident Excess Amount you choose when placing the booking request determines the maximum amount that you can be charged per damage event. So it might be a good idea to pay a little extra to reduce your excess and your potential liability. The desired Excess Amount can be changed at any point up until the beginning of the booking.
If damage is reported by the owner and the Accident Excess is charged to you, you will receive an email notification detailing what was reported, how much was charged to you and what are your options for the next steps. Please note that if Camplify is not able to charge the Excess from you, you have to make payment as soon as you are notified (means to make this payment will be provided in the notification email).
If you decide to dispute the owner’s claim, additional supporting evidence can be requested by our resolutions team to both parties. Depending on the written feedback provided by you and the owner and the evidence made available, Camplify will make a decision taking all elements into consideration.
If you are found liable, the Accident Excess charge will be used to cover the cost of repairs of the owner and nothing else. If the cost of repairs is lower than the charged amount, you will receive a refund for the difference. Even if the cost of repairs of a single incident is higher than the Accident Excess, nothing will be charged other than the Excess you chose for this booking.
If you are not considered liable for the owner’s claim, a full refund of the Excess that was charged will be issued to your account within 5 business days.
Damage procedures can be stressful and frustrating for all parties. Patience and cooperation are the keys to ensure a smooth resolution process. Rest assured that our skilled and experienced resolutions team is here to support you every step of the way!