Answers to common questions about Safely’s damage policy. For more detailed information, please review the policy documents received after your initial sign up or from your recent renewal period.
What is considered Guest-Caused Damage?
The Safely Protection Program covers most intentional and accidental guest-caused damage to the insured property and its contents during the eligible covered period. As with any claim, the underwriter makes the final determination. Our guidance is based on Safely's interpretation of the policy based on prior claims.
What is NOT guest-caused damage?
The Safely Protection Policy is designed to be so comprehensive it is easier to start with some things that are not covered:
- Wear and tear – All rental properties will have normal wear and tear due to people using the property.
- Normal maintenance activities - Flooring needs to be replaced periodically and walls need to be repainted. These are normal maintenance activities that the policy does not cover.
- Damage resulting from failure to maintain – A couple of examples: The water heater leaks because of aging. The toilet overflows from normal use.
- Damage caused by acts of nature – For example, a storm damages the outdoor furniture.
- Damage that occurs outside the rental period
- Fees of any kind – The policy does not cover fees associated with the guest breaking the property rules (fees assessed by HOAs or Authorities, late checkout fees, etc.)
- Damage resulting from toilet back-ups
- Damage caused to or caused by any mobile machinery that is subject to compulsory, financial responsibility, or vehicle insurance laws. This includes motor vehicles and may include watercraft, such as motorized or non-motorized boats
- Damage resulting from Formal Events (example: weddings, parties, celebrations, photoshoots, product launches, birthday parties etc.) - The Safely policy does not cover damage or liability when the property is rented for a formal event. You can remove a formal event reservation from coverage by contacting us at concierge@safely.com.
- Damage that occurs when the property is occupied for personal use or is vacant – This applies to Owner stays, Guest of Owner stays, and Family/Friend stays. Safely provides no coverage on any reservation (or period of time) where a Safely policy is not purchased.
How long do I have to file a claim?
- Damage claims must be reported within 60 days of the reservation departure date
- Liability claims must be reported within 60 days of constructive notice of an injury claim by a guest or their representative.
Is Loss of Income included in the Safely Policy?
Loss of Income is not included in the standard Safely policy. It can be purchased as separate coverage. When purchased, it is provided as an endorsement to the standard policy.
When is Excess Cleaning covered under the Safely policy?
The policy covers excessive cleaning fees when extraordinary measures are necessary to clean something within the property. Some examples: stains on a carpet or rug; crayon scribbling on a wall; or biohazardous materials left in the home (e.g. vomit, fecal matter, blood).
The policy does not cover when the guest leaves the property dirtier or messier than normal and housekeeping requires more time to clean. Examples where the policy does NOT cover extra cleaning: dirty dishes in the sink/dishwasher, towels on the floor, excessive pet hair, additional trash, or food left in the fridge.
Is Pet-Related Damage Covered?
Yes. Safely covers damage caused by a guest’s pet(s) in pet-friendly properties and where pets aren’t allowed. In pet-friendly properties, we recommend (but don’t require) a pet damage deposit in addition to a pet cleaning fee.
While Safely covers physical damage to the property caused by a pet, we do not cover the cleaning of pet hair/fur, flea infestation remediation, or pet odor remediation.
For all pet-related claims, Safely requires the following additional information:
- Confirm if the home is pet friendly. Confirm the amount of any pet fee and/or damage deposit collected from the guest.
- Include a screenshot of the fee explanation from your listing/booking process. If there is no explanation of the purpose of the fee/deposit, Safely will treat it as a damage deposit and deduct it from the total claim payment.
Does Safely cover liability claims caused by pets?
No. If the guest’s pet bites someone; does damage to a neighboring property; or cause a flea infestation, the Safely policy does not cover liability for this type of injury or damage.
Does Safely cover smoke odor remediation?
Yes. While you can’t provide photos of smoke odor, we do require a report from licensed professional confirming the smoke odor and providing mediation services.
Is Theft covered?
Yes. Safely does cover theft when the guest is the party suspected of theft. Safely does not cover missing items (a.k.a. Mysterious Disappearance).
To make a theft claim, you should get a police report, where practical. We will always require a police report on large theft claims. You should also provide evidence the stolen items were once in the home.
Safely will consider a theft claim of Guest or Homeowner property under these guidelines:
Guest’s Stolen Property:
In most cases, the Safely policy will not pay for the guest’s stolen property. The guest should look to their homeowner’s or renter’s policy to determine if it provides coverage for stolen items when traveling.
The Safely policy may cover stolen guest items under the following conditions:
- The policy must include liability coverage. There is no coverage for stolen guest items if the policy only covers content or dwelling damage.
- The guest items were stolen by someone working for or hired by the property manager (e.g. a maintenance vendor or house cleaner). A police report must be provided stating the suspected party.
- The property lacks proper security features preventing the guest from securing the property (e.g. lack of door locks or window latches, non-functioning door locks or window latches).
Safely will not cover theft of guest items due to forced entry; failure by the guest to secure the property; or leaving the items in an unsecured area.
Homeowner’s Stolen Property:
The loss may be covered under the policy if the theft was committed by the guest or the guest was involved in the theft. If the theft is not committed by the guest, it will not be covered under the Safely policy.
Where the Safely policy doesn’t provide coverage, we recommend checking the regular homeowner’s insurance policy for coverage of stolen items.
Do I have coverage for Bed Bugs?
Yes, when the Safely policy includes liability AND contents damage coverage also includes Bed Bug coverage. The limit of bed bug coverage is included in the contents limit of the policy. The policy also limits coverage to 2 bed bug claims for each individual property during the master policy year.
To file a bed bug claim, a professional, third-party service must be used to confirm a bed bug infestation and provide remediation. We will require an official report for our claim evaluation process.
The Bed Bug coverage includes the following:
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Loss of use of a premises which shall be calculated based on the rental value under a typical “rental agreement” for the period the premises could not be rented.
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Expenses incurred by a licensed professional exterminator to treat the infested premises; and expenses of relocating a “guest” if there is an active “rental agreement” at the time of the “verified bed bug infestation”.
Does the Safely policy include coverage for Squatters?
No. When a guest stays beyond their original, paid reservation departure date and refuses to vacate the property, the Safely policy does not cover damage caused after the original departure date or costs associated with removing the guests from the property.
I see different language about the coverage of Watercraft. Can you explain when Watercrafts are covered and when they are not?
Damage to watercraft meeting the conditions described below is covered up to the content limits or sub-limits in the policy.
- The watercraft must meet the following conditions to have coverage: It is included as part of the rental agreement/ owned by the property and is not separately rented or provided outside the rental agreement.
- And the watercraft is not subject to compulsory, financial responsibility, or vehicle insurance laws.
Examples of types of watercrafts that would be considered for coverage for damage because they will not be required to have other insurance:
- water kayaks
- canoes
- most non-motorized watercraft
Example of types of watercrafts that may or may not be covered for damage depending on whether they are required by local law to have insurance:
- Jet skis
- Powerboats
- Sailboats (note: this is non-motorized but may be required by law to have insurance.)
Does the Safely policy have reduced coverage limits on any items?
Yes. The Safely policy has the following sub-limits:
The Safely policy has a $200 sub-limit for the following items:
- Money
- Banknote
- Bullion
- Gold other than goldware
- Silver other than silverware,
- Platinum other than platinum-ware
- Coins
- Medals
- Smart cards
Additionally, the Safely policy has a sub-limit of $2,500 or the Content Limit (whichever is lower) for the following items:
- Securities, accounts, deeds, evidence of debt, letters of credit, notes other than bank notes, manuscripts, personal records, passports, tickets, and stamps
- Watercraft*
- Trailers
- Theft or damage of jewelry, watches, furs precious and semiprecious stones, artwork
- Theft or damage of firearms
- Theft or damage of silverware, goldware, platinum-ware
What is covered under Liability Coverage?
Click here for Safely Liability Coverage FAQs.