Damage is a risk that comes with hiring out your RV. Accidents happen, whether it is you driving/towing or a holidaymaker driving/towing. Some things are completely unavoidable, but most can be prevented.


If you do receive some accidental damage during a hire, you will need to know how to act. We will run you through the process further down in this same article. 


Camplify works to ensure that all owners can securely hire out their RV. Each hirer and hire has an applicable AER or Accident Excess that will be used in the event of damage to assist with the cost of repairs. All Owners are to complete the compulsory Pre and Post hire Checklist. These checklists confirm the condition the vehicle before and after the rental period. Should damage occur or the hire has resulted in additional charges (excess km or TOLL charge for drivable vehicles) and it is notified to Camplify with 48 hours via the Post hire checklist, our resolutions team will contact you and work towards the resolution of your Damage Incident or Charges. 


Prevention is critical. 

See our module on "Protecting your RV" for a list of things you can do to help prevent damage from occurring.


FAQ- How can I reduce the chance of damage?


Always Complete the Pre-Hire Checklist.

The Pre-Hire checklist acts as a condition report of the state of your RV before the hire. You will be asked to take photos, check it's working order in your in-person handover. We will go through this in detail later in the course. This can be done on our app and online. 


FAQ- Where can I find the Pre and Post Hire Checklists?


Follow this process if there is damage:


  1. Greet the hirer when the RV is returned 
    1. How was their trip?
    2. What did they like/dislike?
    3. Is there anything that could have been better?
    4. Did anything go wrong? Was their damage?

  2. Do an initial inspection of the RV with the hirer
    1. Can you see immediate damage?
    2. Try to be calm and understanding with the hirer. 
    3. You will need them to give you the information required for you need lodge a damage incident. In the large majority of cases, the hirer will admit fault straight away.

  3. Gather specific information. 
    1. Ask your hirers when they return the RV to tell you if anything happened. Ask them to provide the who / what / where / when and how of when the damage occurred. You can use photos, text messages and emails for your claim. Take multiple photos or videos and record it in the Post Hire Checklist.



How To lodge a Damage incident:


If there is Damage.

  1. Do a thorough inspection by yourself
    1. We recommend you check within 24 hours, giving you ample time to collect evidence of damage, communicate with the hirer and put together your Post-Hire checklist submission.

  2. Assess the damage 
    1. All owners have 48 Hours to complete the Post-Hire checklist when the van is returned. This means looking on the exterior, checking the contents, fixtures and equipment. Please be thorough, damage found after the examination period is much harder to prove for insurance claims.
  3. Determine the level of damage

    Decide whether the value of the damage is 
    1. small enough to be covered by the service fee (eg. Broken plate/glass) or 
    2. large enough that you need to submit a damage claim

  4. Submit your Post-Hire Checklist within 48 Hours

  5. You can choose if you want to pursue the hirer for damage or absorb the cost of damage.

  6. If the damage is significant, decide if you can complete upcoming hires. If not, call Camplify if you won't be able to complete an upcoming booking on 1300 416 133

  7. Camplify will require you to gather a quote for repair, this quote will be assessed to ensure it is appropriate.  Feel free to start looking to obtain a quote for repair to help speed up this process. 


Once a Post Hire checklist is completed and contains damage it will notify the Camplify Resolutions team and they will contact you in regards to your Damage incident. They will provide you will further information on how to progress towards getting your vehicle repaired. 


If there are Post Hire Charges. 


It is recommended that any owner will a drivable RV or tow vehicle obtain an E-Tag for road tolls, this will ensure that you are able to confirm if there are any toll charges applicable to the hire within the 48 hours period. 


If you are hiring out a drivable vehicle, you are able to set a daily km allowance. Should your hirer travel outside of this allowance you are able to charge them a fee generally between $1-$3 per km outside oof their daily limit. 


  1. At the end of the rental period be sure to check; 
    1.  if there are any TOLLs needing to be charged. 
    2. check the odometer reading and see if the hirer has travelled outside of their allowance for the hire.  
  2. Should there be Post Hire Charges notify the team via your Post Hire Checklist.

 

The Camplify Resolutions Team will then be in touch to resolve your charges. 



Please note: During Peak Seasons or times of High volumes, resolution of a Damage Incident or Post Hire Charges may take upwards of 8 weeks. Standard resolution time is within 6-8 weeks depending on the severity of the damage. Charges are generally resolved within a few weeks.