A: Plateau Casualty Insurance Company
A: The Property Manager and the Owners are additional insureds. The tenant is an additional insured under accidental damage protection. This coverage applies during the occupancy or use of the resident premises for the period during the rental agreement.
A: The coverage is for accidental guest caused damage. This could include accidental misuse of appliances and plumbing, however ,not typically septic systems.
A: Contents coverage is any property in the contracted accommodation that can easily be removed or moved from the accommodation.
A: Real property, this would be structural damage from water or fire. Example studs behind the drywall.
A: Case by Case basis.
*Covered example, the toilet plugged and overflowed.
*Non-covered example – septic issue due to feminine products. (This was deemed to have happened over time)
A: This would be dependent on the circumstances.
A: This would be dependent on the circumstances.
A: Items that could not be verified as accidental guest caused. Typically septic issues are a result from wear and tear or years of use.
Intentional damage caused by guests
Damage caused by illegal activity
Damage from natural disasters
Wear and tear from normal usage
General Maintenance
Damage caused by anyone other than a contracted guest.
Common areas, shared property
Docks, piers, boat lifts
Damage caused by motor vehicles
E-Bike Exclusion
*Pet damage is covered
*Stains are covered
*Smoke damage & Excess cleaning have limited coverage
*Per unit size limitAnnual limit $10,000*
A: Unfortunately, we cannot speak to their current coverage and what it will and will not cover.
A: Stains and physical damage are both considered.
A: “What We Pay Covered losses will be settled at replacement cost without deduction for depreciation.
Our total limit of liability for all damages occurring for the period of any one rental agreement, regardless of the number of items or units damaged”
A: It is advised to report your claim when the damage is discovered, however there is not a set deadline for filing your claim.
A: Description of damage, photo of damage(s), Paid receipt showing proof of repair or replacement.
A: Before and after photos are not required, the required photo is of each damaged item.
A: Our program does not perform guest verification.
A: No, the required documentation is standard on all claims.
A: They are treated as a single claim.
A: Defense coverage is included on covered Liability Claims.
A: Yes, the liability insurance is excess over any other insurance. If the liability coverage is denied by all other insurance then this insurance would become primary.
No. You can use any credit card processor you would like to use.
Could you please share the master policy form and program terms and conditions, including the definitions section?
A: The T&C link – SmartSTR Insurance
Coverage must be the same for all reservations on the covered property.
The contents coverage limit can be selected per property, but cannot change unless it is approved by the insurance underwriter. It also must be mandatory on all reservations.
No, the coverage must be the same per property as selection on the reservation level is adverse selection.
The claim process is all done through the Guest Ranger system. Their team can advise. Tint handles the software for the claim examiner on the backend.
Here is a link to What to expect – SmartSTR claims
If additional time is needed, you will be able to communicate with the claim examiner in the Guest Ranger system. Just let them know what the circumstance is and an eta on delivery and they will accommodate.
We have never seen an extension request denied.
Claim denial is typically on excluded things like wear and tear or maintenance. If a claim is denied, you can update the claim by submitting a note or an appeal letter. This will reopen the claim for the administrator to review.
The bed bug coverage will cover replacement of soft furnishings, pest control, and relocation of the guest to a hotel.
1. Reservations made within 24 hours of check-in
A guest books a rental at 8:00 PM on a Friday night with a Saturday 10:00 AM check-in. The guest later disputes the charge claiming they never authorized it. Because the booking was made less than 24 hours before check-in, this chargeback would be excluded. Last-minute bookings carry elevated fraud risk and fall outside the coverage window.
2. Chargebacks resulting from fraud, willful misconduct, or negligence by the property manager
A property manager double-charges a guest’s card, once through the booking platform and once manually, then fails to issue a refund when notified. The guest initiates a chargeback for the duplicate charge. Since the chargeback was caused by the property manager’s own negligent or willful billing error, it is excluded.
3. Chargebacks arising from the property manager’s failure to deliver accommodations or services as described
A listing advertises 4 bedrooms, a hot tub, and beachfront access. The guest arrives to find only 3 bedrooms available, the hot tub drained, and beach access blocked. The guest disputes the full charge. Because the property manager failed to deliver what was contracted, the chargeback is excluded. The loss arose from the manager’s failure to perform and deliver on the contracted rental agreement, not a third party dispute.
4. Chargebacks that are validly initiated under applicable card network rules
A guest never received a refund after the property manager canceled their reservation two weeks out. The guest’s bank investigates under Visa’s dispute resolution rules and rules in the guest’s favor. Because the chargeback was legitimately upheld, the card network found the property manager at fault, it is excluded from coverage. Coverage is designed to protect against invalid disputes, not ones the manager legitimately lost.
5. Chargebacks for amounts exceeding the per-reservation or aggregate limits
Using the $10,000 per-occurrence tier: A guest disputes a $12,200 charge for a two-week luxury rental stay. The program would reimburse up to $10,000, and the remaining $2,200 would fall outside coverage. Similarly, if a property has already had $95,000 in covered chargebacks in a policy year and a new $8,000 dispute arises, only $5,000 would be covered before the $100,000 aggregate per property is exhausted.
6. Any fees, penalties, or assessments imposed by a payment processor or card network
A $4,800 chargeback is filed. In addition to the $4,800 reversal, Stripe charges a $25 chargeback processing fee, and because the manager’s dispute rate has crossed a threshold, Visa imposes a $250 monitoring fee. The program would cover the $4,800 loss (within the program limits), but the $275 in processor and network fees are excluded in the policy, which excludes any costs “other than Loss.”