Please remember that the Lodgix damage protection program covers ACCIDENTAL damage only. It is your responsibility to inform your guests that the plan they are purchasing covers accidental damage only and that they remain on the hook for damages due to negligence.
Missing or stolen items are not covered unless a police report is filed and uploaded with the reimbursement request.
Key items to remember:
Reimbursement requests MUST be opened within 14 days of the guest departure.
Once the request has been opened, you have 45 days to submit your documentation (scanned receipts, invoices, photos of damage, etc.)
Estimates or unpaid invoices will not be accepted and will delay payment of your claim until a PAID invoice is submitted.
A paid invoice is an invoice that shows the method and date of payment, as well as a zero balance to the invoice.
ALL reimbursement requests require a picture of the damage.
Find the policy open a reimbursement request.
Go to Settings > Damage Protection Plans
Click on the tab for "Issuances"
Find the issued plan using the Guest Name or Invoice Number
Click on the orange "Open Claim" button to open a reimbursement request.
Note: The Open Claim button will be grayed out if the guest has not checked out yet, or if the 14 day window after a guest has departed has closed.
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.
How was the damage reported? Housekeeper, Unit Inspector, Guest, etc.
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.
Nature of incident that caused the damage? A couple brief sentences explaining the damage. Keep it brief.
Corrective action to be taken? Tell what you did or are going to do to get the damage repaired.
Upload documentation. MAKE SURE TO CORRECTLY NOTE THE TYPE OF DOCUMENT BEING UPLOADED!
Update Claim. Use this button when you are adding new information to the claim.
Submit Claim. Submitting a claim is final. Once submitted a claim
Upload one 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 reimbursement request is opened, or submitted, etc.. a claim id 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
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?
The timing of your reimbursement is largely dependent on how well you follow the few simple rules that are in place.
Timing:
Reimbursement requests MUST be opened within 14 days of the guest departure. No exceptions.
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
Damage protection reimburses for REPLACEMENT COST. Original purchase receipts are irrelevant.
The date on the invoice or receipt MUST be >= the date the damage was reported on the reimbursement request form.
Estimates or unpaid invoices will not be accepted and will delay payment of your reimbursement request until a PAID invoice is submitted.
A paid invoice is an invoice that shows the method and date of payment, as well as a zero balance on the invoice.
ALL reimbursement requests require a picture of the damage.
Missing or stolen items are NOT covered by the plan unless a police report is filed and copy of the report uploaded with the claim.
In general, reimbursement request processing will take 10 days FROM THE DATE AN ACCEPTABLE RECEIPT OR PAID INVOICE HAS BEEN UPLOADED, for the reimbursement to be issued via ACH.