Claims SLA: What to Expect
Every claim on Carvia runs on one published timeline — the same clock for every host, every time, in writing here so you never have to guess where things stand.
Why we publish this at all
Most platforms handle claims as an open-ended process: you file, you wait, you follow up, and nobody commits to a timeline you can hold them to. That's not how Carvia works. Below is the actual, complete timeline for every damage claim — not a best-effort estimate, a real service-level commitment.
The timeline, step by step
1. Report within 24 hours
The report window starts when your trip goes Completed. File with photos and a description as soon as you notice something's wrong — see Filing a Damage Claim (Host) for exactly what to submit.
2. Acknowledgment within 1 business day
Once you file, Carvia confirms receipt within 1 business day. You'll know your claim is in the system and being looked at — no wondering if it fell into a queue.
3. Initial determination within 2 business days
Once all requested evidence is in from both sides — your photos and description, a repair estimate if you have one, and the guest's response — Carvia's claims team issues a preliminary decision within 2 business days.
Before that determination is made, the evidence rule applies: if the reported damage is already visible in the guest's own check-in photos, the claim is automatically rejected at this stage. This is the same rule that protects you when you're the one with clean check-in photos — it cuts both ways, and it's why documenting your car thoroughly before every trip matters so much.
4. Final resolution within 7 business days
Counting from when all evidence is submitted by both sides, you'll have a final resolution within 7 business days. This is a real decision — approved, denied, or partially approved with a specific dollar amount — not a placeholder while the file sits open.
5. Appeal window: 5 business days
If you disagree with the outcome, you can appeal within 5 business days of the decision. So can the guest, if the decision went against them. Either party has the right to ask for a second look.
6. Appeal review: a different specialist, decision within 5 business days
Your appeal isn't reviewed by the same person who made the original call — it goes to a different claims specialist, and you'll have a decision within 5 business days of submitting it. Fresh eyes, same clock.
7. Payment within 3 business days of final decision
Once a decision is final — either the original determination wasn't appealed, or the appeal resolved it — approved payouts are issued within 3 business days. That follows the normal payout schedule to your linked bank account.
Filing in good faith costs you nothing
None of the above changes if your claim doesn't go your way. Filing honestly, believing the damage is real and trip-related, never results in a fee or penalty — even for a claim that's ultimately denied. The only thing this timeline asks of you is to file within the 24-hour window and submit real evidence.
What this looks like end to end
Worst case, from the moment you report damage to the moment an appealed claim is paid out: 24 hours to report, 1 business day to acknowledge, up to 2 business days for an initial call, up to 7 business days for final resolution, 5 business days to appeal, 5 business days for an appeal decision, and 3 business days to pay. That's the full commitment, including a dispute — most claims resolve faster because most aren't appealed.