We understand that entrusting your trailer to Ruckify RV and sharing it with the community is a big decision.  

Through Ruckify RV's insurance policy, eligible and verified trailers are protected while rented out through the site against physical damage, theft, vandalism, liability and total loss.

A. Physical Damage: When two vehicles hit each other, or when a single vehicle hits an object. 

The Trailer Protection Policy is a policy that is purchased by Ruckify RV and provides protection to entrusted trailers in care, custody and control of Ruckify RV. Eligible trailers are protected up to $50,000 for damages or total loss, and up to $1,000,000 for bodily injury. Eligible and verified trailers are protected by Ruckify RV's insurance policy, in the rare event of guest damages above the security deposit.

Ruckify RV is not responsible for cash and securities, collectibles, jewellery, or pets. We recommend that trailer owners secure or remove valuables when renting their trailer. In addition Ruckify RV's insurance policy does not cover loss of use or damage to trailers due to wear and tear.

Ruckify RV's policy doesn't replace your homeowners or renters insurance. Make sure you review and understand the terms of your insurance policy and what it covers and doesn't cover. Not all insurance will cover damage or loss to trailers or property caused by a guest renting your trailer. Filing a claim against Ruckify RV does not preclude a guest from financial responsibility for the damages claimed if Ruckify RV determines a guest was at fault.

View the Trailer Protection Policy terms and conditions at: https://rv.ruckify.com/2/Trailer-Protection-Policy/.

Damage or injury during a rental is rare, but when it does happen, Ruckify RV strives to make the process as smooth as possible. 

Guests may be financially responsible for physical damage to the owner’s trailer if they are found in violation of the Terms of Service, were found negligent and created interior/exterior damage, or misused the travel trailer.

The following represents the 10 steps of a typical claim. Depending on the specific circumstances, your claim process may deviate slightly.

1: If damage occurs during the rental period, the guest must report the damage to the owner and Ruckify RV immediately. Guests can also report the issue to Ruckify RV by going emailing rvsupport@ruckify.com and upload pictures, a detailed description of incident, and the relevant information of all involved parties. (names, contact information, insurance policy information, police information, etc.) 

2: If an owner discovers damage, they must report claim to Ruckify RV within 48 hours of the end of reservation (or 48 hours of learning about the damage, or before the next guest picks up the trailer, whichever is first) in order to be eligible for coverage. Owners can open a claim by emailing rvsupport@ruckify.com and upload the mandatory pre-post trip inspection checklist, pictures and a detailed description of the incident. The photographs must be taken within the first 48 hours and must be included for the claim to be eligible for coverage. 

3. Ruckify RV will review the information to confirm it meets coverage eligibility, (e.g., that the damage is neither pre-existing, nor "wear and tear", and that it has been reported by the trailer owner (as described in item #2 above). Both the guest and owner should expect to receive a response as soon as possible, usually within a couple of days of submitting the relevant information.

4. Until a claim is settled, Ruckify RV will hold the guest's security deposit of $500 until a final decision has been reached. 

5. Ruckify RV always stands ready to have its third party claims processor process an eligible claim, in which case the guest may be subject to a nonrefundable processing fee.

If there are no other parties involved, and the amount of damage in question is relatively small (e.g., broken window or missing camping chairs, bumper scratch) the owner may choose to work out repairs with the guest directly. 

If the owner determines that he or she does not wish to have the claim processed through Ruckify RV, the owner must notify Ruckify RV in writing. Once this decision is communicated, Ruckify RV will release any payment/security deposit hold assessed to the guest, and Ruckify RV will no longer have any obligation to the trailer owner related to the claim.

6. If the trailer owner elects to have the claim processed against Ruckify RV(or it is obvious from the nature of the circumstances that Ruckify RV must process the claim, e.g., there is a third party involved), Ruckify RV will submit previously collected information. Ruckify RV customer service will be the point of contact should questions arise through the process.

7. Trailer owners must obtain two comparable repair quotes from two different repair facilities for Ruckify RV to properly open the claims process. Ruckify RV will then determine if an independent appraisal is necessary and will coordinate with Ruckify RV to arrange with the trailer owner.

8. In the case of a collision, until a third party has accepted full responsibility and wholly satisfied all financial obligations relating to the incident, the guest remains responsible for 100% of the costs associated with the damage to the owner's trailer; these costs may be limited depending on the circumstances. Ruckify RV will charge any remaining balance after the extent of the damage has been determined by estimate or appraisal.

9. The trailer owner will schedule the repairs after the repairs have been approved and communicated to the trailer owner by Ruckify RV. Trailer owners will arrange for their travel trailer to get to the mechanic or repair shop.  

10. Once the repairs are complete, Ruckify RV will arrange for payment to the mechanic or repair shop directly, and the trailer will be released for the owner to pick up.

At the time of trailer pick-up, the owner and guest will walk around the trailer, fill out the PreTrip-Checklist and agree on any existing damage, as well as the general condition of the trailer. Damage present at the end of the reservation is presumed to be the responsibility of the guest. This is why it is imperitive that the owner/guest should document any pre-existing damage at the beginning of the reservation.

At the time when the trailer is dropped off, the owner and guest will do another walk around the trailer, fill out the checklist, and agree that the trailer was returned in the same condition.  If there is any new damage, it is the guest’s responsibility. The guest and owner should discuss whether it merits reporting to Ruckify RV, or if it sufficiently minor that something can be worked out between the owner and the guest. If the owner believes that they might want to pursue a claim, they must report it to Ruckify RV at rvsupport@ruckify.com within 48 hours of the end of reservation, or before the next guest picks up the trailer, which ever comes first or it will not be eligible for consideration.  

If you are experiencing an emergency situation, always contact the police, emergency personnel or the proper authorities first.

If you wish to submit a claim to Ruckify RV, please follow these steps:

1. Read through the terms and conditions of Ruckify RV's Insurance Policy under the Trailer Protection Policy
2. Contact your guest to notify them of your complaint. Often owners and guests resolve issues on their own without involving Ruckify RV.
3. In the very rare occasion of malicious damages or damages involving any kind of illegal activity, please file a police report with your local authorities. We'll ask you to provide Ruckify RV with an official copy of this report. Ensure you have paper copies for your records.
4. Gather as much documentation as possible to submit with your form to us, including photos, receipts, a police report, and any other documentation that proves ownership, damage, or estimates the fair market value of items damaged.
5. Submit your request to rvsupport@ruckify.com

You must submit the request, 48 hours after the guest drops off the trailer or before the your next guest picks up the trailer, whichever comes first. For requests submitted on time, a member of our team will send a confirmation email and follow-up emails to discuss next steps.

Once we have received sufficient information from both the trailer owner and the guest, we will review all documentation and evaluate the request. The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the trailer owner and guest.

While we are always happy to help, it may take more time to reach a solution when Ruckify RV is asked to intervene. Because of this, we recommend only choosing to Involve Ruckify RV if you’re unable to work things out with the trailer owner or guest directly.

It’s also important to keep in mind that Ruckify RV’s decision may not align with the solution you were hoping for. By asking to involve Ruckify RV you are agreeing to accept the final decision that we reach.

Once a decision is made, we will be able to process the refund or payment on your behalf.