- Host-Initiated Claims: If you discover damage after a trip, log into your host dashboard and file a claim under the Claims tab.
- Documentation Requirements: To expedite the claims process, provide complete details and clear photos of the damage. A minimum of 3 images must be submitted for a valid claim. Please also submit a copy of your personal insurance coverage.
- Initial Evaluation: Our in-house claims team will evaluate your claim and contact both you and the driver for any additional information needed.
- Driver-Initiated Claims: If a driver contacts you about damage to your vehicle, direct them to their booking page where they can select "File A Claim" to submit damage details.
- Insurance Claim Submission: If damages appear to exceed your host deductible of $2,500, we will submit the claim to the insurance provider.
- Adjuster Assignment: Once an adjuster is assigned, our claims team will contact you within 72 hours with your adjuster's information.
- Claim Completion: After receiving the adjuster's information, it becomes your responsibility to communicate with them to complete the claims process, including obtaining estimates, arranging repairs, and finalizing repair payments.
- Process Consistency: This process applies to both concierge and non-concierge hosts.
Who You Will Work With
Trip City is ZEVO's integrated commercial insurance provider operating under Teq Mobility's Period X™ coverage. They handle the insurance side of your claim. Coverage includes up to $1M in liability, physical damage, and collision.
- Deductible: $2,500 for vehicles valued at $55,000 or less / $6,000 for higher-value vehicles
- Claims contact: [email protected]
Davies is the Third Party Administrator (TPA) that manages claims investigation and adjusting on behalf of Teq Mobility. Once a claim is filed, Davies assigns an adjuster who will be your primary point of contact through the investigation.
Understanding Coverage Periods
Rideshare insurance coverage is determined by the driver's app status at the time of the incident.
- Period 1 — App on, waiting for a request: Limited contingent liability applies. The TNC (Uber/Lyft) provides reduced coverage. ZEVO's Teq Mobility coverage may apply.
- Period 2 — Request accepted, en route to pickup: $1M commercial coverage from the TNC activates. If your driver was in Period 2 at the time of the incident, the TNC's policy is primary and Davies will direct you to work with the TNC's insurer (e.g. Progressive) directly.
- Period 3 — Passenger in vehicle: Full $1M TNC coverage is active.
- App off / between rentals: Teq Mobility's gap coverage applies.
Vehicle Transport — Host Responsibility
Tow and transport coordination is the host's responsibility. If your vehicle is not driveable following an incident:
- Confirm the vehicle's location (check the vehicle page in your host dashboard — the status and notes will show where it is and why).
- Arrange a local tow provider to transport the vehicle to the designated repair facility.
- Submit tow receipts as part of your claim for potential reimbursement.
ZEVO does not coordinate towing on behalf of hosts. If your vehicle was placed at iDrive or another ZEVO lot following a booking, you will need to arrange transport from that location.
Important Notes
As the vehicle owner, maintaining communication with your adjuster is crucial for a speedy resolution and transparency throughout the claims process.
Concierge Program Special Instructions
If you are participating in ZEVO's concierge program and are not physically present in the region where your vehicles are hosted, you may request assistance from your ZEVO ground operations team member to obtain estimates or transport the vehicle for repairs. All such requests must be submitted via email to [email protected].
Rideshare Driver? Report It to Your Platform
If the accident happened while driving for Uber or DoorDash, you must also report it to them:
- Uber/Eats: (800) 353-8237
- DoorDash: (855) 973-1040
Once they send you a claim summary, forward it to [email protected] with your claim number in the subject line.
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