How to Request Reimbursement for Accidental Damage

Please remember that the Security Deposit Waiver (SDW) covers ACCIDENTAL damage only.   It is your responsibility to inform your guests that the SDW they are purchasing covers accidental damage only and that they remain on the hook for damages due to negligence.   If you fail to communicate effectively to the guest that their credit card and rental contract remain on file, than there really is no one to blame but yourself if damage due to negligence occurs and you don't have a credit card and rental agreement on file to help recoup your losses.  

Missing or stolen items are not covered unless a police report is filed and uploaded with the reimbursement request.

Key items to remember:

  1. SDW reimbursement requests MUST be opened within 14 days of the guest departure.
  2. Once the request has been opened, you have 45 days to submit your documentation (scanned receipts, invoices, photos of damage, etc.)
  3. Estimates or unpaid invoices  will not be accepted and will delay payment of your claim until a PAID invoice is submitted.  
  4. A paid invoice is an invoice that shows the method and date of payment, as well as a zero balance to the invoice.
  5. ALL reimbursement requests require a picture of the damage.  

Find the SDW for which you wish to open a reimbursement request.

Go to Settings > Damage Protection

  1. Click on the tab for "Issued Policies"
  2. Find the issued SDW using the Guest Name or Invoice Number
  3. Click on the "Open Claim" button next to the policy which you want to open a reimbursement request.

Note: The Open Claim button will be grayed out if the guest has not checked out yet, or you have missed the 14 day window after a guest has departed in which a claim can be submitted.

Claim Details

Claim Details

A form will open, most of the form will be populated with data from the reservation.   There are only 4 fields that need to have data entered, as well as two pieces of documentation that must be uploaded.

  1. How was the damage reported? Housekeeper, Unit Inspector, Guest, etc.
  2. Claim Amount? If you don't know the claim amount yet, leave this at zero.  You can always go back and update the claim once you receive the estimate, final invoice, etc.
  3. Nature of incident that caused the damage? A couple brief sentences explaining the damage.  Keep it brief.
  4. Corrective action to be taken?  Tell what you did or are going to do to get the damage repaired.
  5. Upload documentation.  MAKE SURE TO CORRECTLY NOTE THE TYPE OF DOCUMENT BEING UPLOADED!
  6. Update Claim.  Use this button when you are adding new information to the claim.
  7. Submit Claim.  Submitting a claim is final.  Once submitted a claim

Upload 1 image of the damage.

Upload a scan of the replacement receipt or a paid invoice (no estimates, no unpaid invoices)

If a theft - upload a copy of the police report filed.

Remember a claim can be opened but without the proper documentation it won't be submitted or processed until the required documentation is attached.

Managing Claims

Once a SDW reimbursement request is opened, or submitted, etc..  a record will be shown in the Claims Tab.

The status will also change depending on where the claim is in the request submission / processing process.

Reimbursement Methods

Reimbursement Methods

There is only ONE reimbursement method:  ACH

When you file your first reimbursement request, Lodgix will send you an email requesting that you setup your bank account at Bill.com.  Once you've established a bill.com profile and entered your bank account number and routing number, Lodgix will be able to pay your claims electronically.

REIMBURSEMENTS ARE ONLY PAID ELECTRONICALLY.  NO EXCEPTIONS.

How long before I get reimbursed for the claim?

How long before I get reimbursed for the claim?

The timing of your SDW reimbursement is largely dependent on how well you follow the few simple rules that are in place.

Timing:

  1. SDW reimbursement requests MUST be opened within 14 days of the guest departure. No exceptions.
  2. Once the request has been opened, you have 45 days to submit your documentation (scanned receipts, invoices, photos of damage, etc.).  No exceptions.

Receipts / Invoices

  1. SDW reimburses for REPLACEMENT COST.  Original purchase receipts are irrelevant.
  2. The date on the invoice or receipt MUST be >= the date the damage was reported on the reimbursement request form.
  3. Estimates or unpaid invoices will not be accepted and will delay payment of your reimbursement request until a PAID invoice is submitted.  
  4. A paid invoice is an invoice that shows the method and date of payment, as well as a zero balance on the invoice.
  5. ALL reimbursement requests require a picture of the damage.  
  6. Missing or stolen items are NOT covered by the SDW unless a police report is filed and copy of the report uploaded with the claim.

In general, SDW request processing will take 20 days FROM THE DATE AN ACCEPTABLE RECEIPT OR PAID INVOICE HAS BEEN UPLOADED, for the reimbursement check to be mailed to you