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 accompanying photos. This will ensure that the owner doesn’t miss it on the post-hire inspection of the van and reports it accordingly.

At the end of the booking, on the post-hire inspection of the van, the owner may 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.

Flex bookings

For Flex Bookings, Hirers authorize Camplify to charge the cost of repairing Damage to the Hirer’s Payment Method. Where the Damage is accidental Damage, covered by Camplify’s insurance partners on-Hire cover, the maximum charge will be the applicable accident excess

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 your responsibility.

For claims under the accident excess, 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.

The Accident Excess Amount you choose when placing the booking request determines the amount you will be charged per incident for claims on Flex Bookings 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).

Our Resolutions Team will assist owners and hirers with claims on the flex on-hire insurance.

Damage procedures can be stressful and frustrating for all parties. Patience and cooperation are 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!

For BYO Bookings - Except where the RV is stolen or a major incident (where your RV has needed to be towed from the scene of an accident), any damage must be recorded in the post- hire checklist completed on return of the RV.

In the case of damage, to charge an excess or costs of repairs to the Hirer the Owner must provide Camplify and the Hirer evidence supporting the amount claimed such as quote to repair the damage or if the Owner has made a claim on their insurer, evidence that the Owner has paid the excess to their insurer. The Hirer may request a second quote if the owner, and not your insurer, is managing the repairs.

The BYO owner and hirer are encouraged to reach mutual agreement on the bond claim. Where Camplify holds the bond, the owner and hirer must tell Camplify what they have agreed regarding the bond so that Camplify can release the bond as agreed. If they cannot agree they may refer the bond dispute to Camplify in accordance with the Dispute Resolution Policy.