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CLAIM FAQs

Tags:faqclaimdamagepreexisting_damagecoverageinsurance

We've answered a few common questions about Riders Share claim processing.

  • How long does it take to process a Riders Share Claim? Claims following serious accidents, thefts, or vehicles deemed a total loss may take longer to process. The timeline will depend on current claim volume and the extent of losses, but we find most claims can be resolved within 1-3 weeks.  
  • What will I owe towards the claim? Vehicle owners are generally not liable for damages or recovery costs. Renters are responsible for the cost of damages up to the deductible carried with their coverage. If you decline coverage, you are fully responsible for costs, unless you have a personal policy which will cover the rental. 
  • When will my deductible be captured? We capture the amount of the deductible after claim is filed, when an adjuster has determined the damage is eligible for coverage. Our Terms of Service disclose our right to place a charge to your card on file for the deductible, as soon as we are notified of a loss. 
  • I was hit by a third party, I am not responsible, right? You are still responsible for your deductible, unless we are able to pursue the at-fault party’s insurance successfully. Be sure to obtain their license and insurance!
  • What if there is a theft or vandalism? Renters are still responsible up to the amount of their deductible. We require a police report to be made before processing theft or vandalism claims. 
  • What if I didn’t cause the damage? We require photos at check in and check out to ensure renters are not held responsible for pre-existing damages. With that said, if damages are proven to have occurred during your rental, you agree to return the vehicle in the same condition in which it was received, and may be responsible for damages as determined by Riders Share.

What if a part with pre-existing damage is damaged further during a Riders Share rental?
If we discover that the vehicle had prior damage, we'll make two calculations. We'll estimate 1) the cost to repair the prior damage and 2) the cost to repair the new damage, if any. We'll pay you the difference between these two. This ensures we pay you for costs related to damage which occur during a rental, and don’t charge renters for repairs to damage which occurred before their trip took place.  

Examples of Pre-existing Damage Assessments

  • Scenario 1: Before a booking, the rental vehicle’s fender has a 1” scratch which would cost $200 to repair. During the rental, the fender receives further dents and scratches from a light drop. Due to the new damage, the cost to repair the fender has increased from $200 to $500. Riders Share coverage pays the difference of $300 for new damages.
  • Scenario 2: Before a booking, your bike’s pannier has a 4” inch scratch. Scratches to panniers are common! Let’s say it requires $200 to repair and repaint the pannier. During the booking, your renter adds new scratches to the pannier, however, the cost to repaint the pannier is still estimated at $200. Since the new scratches do not increase the cost of repair, Riders Share would not provide coverage. In a scenario where the pannier was cracked or broken during a rental, we would reimburse you for the cost of the pannier replacement, minus the $200 worth of previous damage.
  • Scenario 3: Before a reservation, the check-in photos show minor damage to the engine cover. The cost to repair the minor damage to the engine cover is $450. During the reservation, the engine cover sustains severe damage. Because the repair price of $450 is the same, no coverage is eligible for this part. 
  • Scenario 4: Before a reservation, the check-in photos show a minor dent to a fuel tank. Due to the location and size of the dent, it is not repairable, and needs to be replaced. The cost to replace the tank is $1,500. During the reservation, the renter causes scratches to the tank from their jacket zipper. Even though further damage occurred, the cost to replace the tank has not increased. In these circumstances, negotiate a fair settlement with the Renter, and request a reimbursement for the agreed upon amount. The renter is not obligated to provide financial reimbursement in this scenario.
  • Scenario 5: There is oxidation on an exhaust, which is visible in the check-in. No other defects or damage is present. During the rental, it sustains a severe impact and needs to be replaced. An adjuster estimates the rust repair would amount to 2 hours labor. We cover the cost of replacing your exhaust, minus 2 hours labor.
  • Pre-existing scratches which fall under our Wear and Tear Policy will not prevent coverage of new scratches, unless they are also considered Wear and Tear.