- 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 the applicable deductible (tiered by your vehicle's Actual Cash Value: $2,500 up to $50,000 ACV, $5,000 for $50,001–$105,000 ACV), 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: tiered by vehicle ACV — $2,500 up to $50,000 ACV, $5,000 for $50,001–$105,000 ACV (effective July 13, 2026)
- Claims contact: [email protected]
- Reporting window: report a claim/accident as soon as possible — within 24 hours is strongly encouraged, and no later than 72 hours.
ClaimSorted is the Third Party Administrator (TPA) for new physical damage claims filed on or after July 13, 2026. Once a claim is filed, an adjuster is assigned who will be your primary point of contact through the investigation. Claims opened before that date remain with the administrator they were filed with through resolution.
- For any claim, at any stage: speak with the adjuster assigned to your claim, or email [email protected] and we'll connect you.
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 your assigned adjuster 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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