Claims

When a host is asking for an update for a claim, you should create a task for the Claim’s team and:

•  Move the conversation to Guest Claims and mark as done.

• Move the conversation to Claim’s processors and mark as done.

• Move the conversation to Claim’s processors and leave open.

• Leave the conversation assigned to the Canada Team and mark as done.

True or false: Hosts have a direct phone line for claims.

• True

• False

A host, Emma, calls you to change her claim’s resolution path as she had previously arranged a resolve directly path, but is worried that their guest has gone unresponsive and prefers Turo to resolve the matter. The guest scratched the vehicle and sent photos to the host. With this information, the host filed a claim mid trip, 23 days ago, and let the guest kept the vehicle, making the the reservation end 18 days ago. What should you do in this scenario?

• Ask the host to contact a claim’s processor by issuing them with one of their phone numbers.

• Let the host know that they cannot change their resolution path as the claim was filed 23 days ago.

• Advise the host to reply to the initial email after they filed the claim asking the claim’s department to change the resolution path.

• Change the resolution path yourself by editing the claim in Dunlop.

True or false: Hosts can file a claim more than 24 hours after the trip end.

• True

• False

Mathew, a guest, is asking for your help to retrieve some personal belongings left on the vehicle of their previous trip. He tells you he has created a claim but has not received a response. In this scenario, you should:

• Create a task for the claim’s team and mark as done.

• Refund the guest partially from your end in an amount that would compensate for the loss of those personal items.

• Transfer the guest to Guest Claim's so that the claim’s department can provide further assistance.

• Educate the guest as Turo is not responsible for items left behind and advise Mathew to contact his host and try to find a way to cooperate with them to retrieve their belongings.

Marvin, a guest who booked a super deluxe vehicle, is asking about their security deposit refund for a reservation that involves a claim for tire damage. After investigating thoroughly you find that the claim was resolved directly and the trip ended 20 days ago. The best way to guide Marvin would be:

• Advise the guest to be patient since the resolve directly claim will hold their security deposit for 25 days after the trip end.

• Let the guest know the bank has their money as security deposits are refunded 80 hours after the trip end.

• Inform Marvin that their security deposit will be used to cover the damage and they will not be able to get a refund.

• Transfer the guest to Guest Claim's.

True or false: A guest can be reimbursed for a tire change if they have issued evidence and a valid invoice but have not filed a claim.

• True

• False

When receiving a call from a guest indicating you that they are unable to book at the moment, and you find that they have an open claim hold or an outstanding balance hold, the best resolution is:

• Transfer the guest to the Guest Claims line and provide them with the claim number.

• Escalate the case to Guest Claim's including all the relevant information.

• Create a task, move the conversation to Guest Claims, and mark as done.

• Create task, leave the conversation assigned to the Canada Team and mark as done.

A guest is contacting you because they want to dispute a claim. In this case, you should:

• Transfer the guest to the Guest Claim's line and inform the host of this dispute.

• Advise the guest to dispute their claim directly with the host and try to reach and agreement with them.

• Advise the guest to gather evidence to validate their dispute, create a task and move the conversation to Guest Claim's.

• Advise the guest to upload evidence to support the dispute, create a task, and mak as done.

You just recevied a call from a third party calling in to inquire about a damage report. For this, you will:

• Retreive important information from the third party, add detailed notes, and move to Claim's Processors.

• Ask the third party to communicate with the people who were involved and mark as done leaving relevant information notated.

• Advise the third party to contact their insurance and sort out the damage with them. Once this is done you will be able to inform the claim's department of this and they will close the case accordingly, add notes, and mark as done.

• Transfer the third party calling to the Guest Claim's line and add notes.