Filing a Damage Claim (Host)
Report damage within 24 hours of trip completion, back it up with photos, and file in good faith — it will never cost you a fee, even if the claim doesn't go your way.
Step 1: File within the 24-hour window
The moment a trip goes Completed, you have 24 hours to file a damage report if something's wrong. This window starts at checkout, not whenever you happen to notice — so inspect the car (or review the guest's checkout photos, for lockbox trips) as soon as you're able. Reports filed outside the window generally aren't covered unless you have a documented reason you couldn't report sooner.
Step 2: Submit your evidence
From the trip, select Report Damage and provide:
1. Photos of the damage — close-up and wide shots, clear enough to show exactly what happened and where.
2. A description — what it is, where it is, and anything relevant about when you noticed it.
3. A repair estimate, if you already have one. It's not required to file, but including one speeds up your initial determination — Carvia's claims team can move straight to evaluating your number instead of waiting on a follow-up request.
Step 3: What happens next
Once you've filed, your claim moves into Carvia's published timeline — acknowledgment within 1 business day, an initial determination within 2 business days of all evidence being in, and final resolution within 7 business days. Full breakdown: Claims SLA: What to Expect.
The evidence rule — and what it means for you
Here's the part that should change how you prepare for every trip, not just this claim: if the damage you're reporting is already visible in the guest's own check-in photos, the claim is automatically rejected. It doesn't matter how good your checkout photos are or how confident you are the guest caused it — if it's in their pickup photos, it's treated as pre-existing.
That's not a loophole to work around; it's the whole point. It means the burden is on genuinely new evidence, not on a guest having to disprove your word after the fact. The flip side is that it puts real weight on your own check-in step: get thorough photos of your car's condition before every single trip, including small dings, scuffs, and interior wear. A quick or careless check-in wizard is the single easiest way to lose a claim on damage a guest genuinely caused, because there's nothing in the record distinguishing "new" from "already there." See Host Check-In: How To for how to document it right.
Filing in good faith never costs you
If you file a claim honestly, believing the damage is real and trip-related, it will never result in a fee or penalty to you — even if Carvia's claims team ultimately determines the damage was pre-existing, normal wear, or otherwise not the guest's responsibility, and denies the claim. You're never fined for being wrong in good faith. Report what you see; let the evidence sort out the outcome.
What's covered
Claims generally cover collision damage during an active, documented trip and theft reported to police within 24 hours, up to your damage-responsibility cap under your earnings plan. Not covered: prohibited uses, normal wear and tear, mechanical failure unrelated to an incident, and damage reported outside the 24-hour window. Full detail: Host Guarantee and Protection: What It Covers.
If your claim is denied
You can appeal within 5 business days of the decision. A different claims specialist — not the one who made the original call — reviews it, and you'll have a decision within 5 business days. See Claims SLA: What to Expect for the full appeal process.