Support Center

Insurance Support & Help

Get answers to your insurance questions, learn how to file a claim, and understand your coverage options.

File a Claim

Report damage or an incident

Common Questions

Browse insurance FAQs

Host Insurance Tiers

View coverage levels

Contact Support

Talk to our insurance team

How to File a Claim

Report the Incident

Contact ItWhip immediately after any incident. Call our 24/7 claims line or report through the app. Include photos, location, and a description of what happened.

Submit Documentation

Upload all relevant documents including photos of damage, police reports, witness info, and your insurance details through your dashboard.

Claim Review

Our claims team reviews your submission, contacts relevant parties, and assesses coverage. You'll receive updates via email throughout the process.

Resolution & Payment

Once reviewed, you'll receive the resolution details. Approved claims are processed and any covered amounts are paid out according to your plan.

Important: Claims must be filed within 24 hours of the incident. Late reporting may affect claim approval and coverage eligibility.

What's Covered

Covered During Trips

Collision damage to the rental vehicle
Comprehensive coverage (theft, vandalism, weather)
Third-party liability up to policy limits
Medical payments for passengers
Roadside assistance and towing

Not Covered

Damage from off-road use or prohibited activities
Personal belongings left in the vehicle
Damage caused by unauthorized drivers
Intentional damage or gross negligence
Wear and tear (tires, brakes, etc.)

View Full Insurance Guide

How Claims Are Processed

Claims are processed through the following hierarchy based on your coverage setup:

Guest's Personal Insurance (Primary)

If you uploaded personal auto insurance, it serves as primary coverage. Your insurer handles the claim first.

ItWhip Protection Plan

Your chosen protection tier kicks in for remaining costs after personal insurance (or as primary if no personal coverage).

Host Insurance (Backup)

The host's commercial policy serves as a final safety net for any remaining covered amounts.

Learn About Host Insurance Tiers

Common Insurance Questions

What insurance is included with my rental?

Every ItWhip rental includes $1,000,000 in third-party liability coverage at no extra cost. Additional comprehensive and collision protection can be added during booking.

Can I use my own car insurance?

Yes! Many personal auto policies extend to rental vehicles. Upload proof of your coverage during booking to potentially reduce your security deposit and deductible.

What are the protection plan options?

We offer Basic (included, $2,500 deductible), Standard ($1,000 deductible), and Premium ($250 deductible) protection. Higher tiers reduce your out-of-pocket maximum.

How long does a claim take to process?

Simple claims are typically resolved within 3-5 business days. Complex claims involving multiple parties or personal insurance may take 1-3 weeks.

What if I have a minor scratch or dent?

Minor damage should still be reported. Small scratches under 2 inches are generally considered normal wear and tear, but document everything to be safe.

Does coverage extend to additional drivers?

Coverage applies to the primary renter and any approved additional drivers added to the booking. Unauthorized drivers are not covered.

What's the difference between comprehensive and collision?

Collision covers damage from accidents with other vehicles or objects. Comprehensive covers non-collision events like theft, vandalism, weather damage, and animal strikes.

Am I covered for roadside emergencies?

Yes! Every rental includes 24/7 roadside assistance covering flat tires, dead batteries, lockouts, fuel delivery, and towing up to 25 miles.

What if the other driver was at fault?

If another driver caused the damage, their insurance should cover the costs. ItWhip will help facilitate the claims process with the at-fault party's insurer.

Can I upgrade my coverage mid-trip?

Coverage level is set at booking and cannot be changed mid-trip. For your next rental, you can select a higher protection tier during the booking process.