Transportation Approving and Declining Home Damage Claims

Included in this article:

1. Overview
2. Example of Transportation Approving the Claim 
3. Example of Transportation Declining the Claim 

1. Overview

• Transportation will either accept or decline the home damage claim. If the transportation team is declining this claim, they will provide a reasoning as to how they came to this decision.  
• It is up to Guest Care to communicate this outcome with the guest. 
• Unless the guest can provide additional information to support their claim, we will be closing their service claim with the explanation provided. 
• If the guest can provide additional information to support their claim, we would contact the transportation management to have the home damage claim re-assessed.
• Transportation will either accept or decline the home damage claim. Guest Care will advise the guest of the outcome and proceed with SOP. 

2. Example of Transportation Approving the Claim

Please proceed with home damage claim regarding the guest’s bedroom door. We have confirmed with the drive team involved and will be accepting responsibility for these dents.

3. Example of Transportation Declining the Claim

Customer claims that the damage on her car was caused a headboard that was delivered. Transportation Management declined the claim that we scratched her vehicle, as they were nowhere near the vehicle, and this damage (see first pic below) was not a result of a headboard rubbing against the vehicle. In fact, there are both white and yellow marks on the vehicle and we delivered a dark brown bed. (see second picture).