Finding out damage after a guest checks out is stressful enough without also having to navigate a confusing claims process under time pressure. A large number of AirCover claims are rejected because of a lack of evidence provided by the host, not because the damage itself was uncovered. Knowing exactly how the process works before you ever need it is the difference between a smooth reimbursement and a frustrating denial.
This guide explains what Airbnb’s AirCover for Hosts actually includes, the precise steps to file both a damage and a liability claim, and how to give your claim the best possible chance of success. This article is for general informational purposes only and is not legal or insurance advice. Confirm current terms directly through Airbnb’s official resources and your own insurance provider.
Understanding What AirCover Actually Includes
AirCover for Hosts is automatically included at no extra cost for every host, with no opt-in required, simply by agreeing to list a property on Airbnb. It includes two primary components working together: Host Damage Protection, covering up to $3 million for guest-caused damage to your property, and Host Liability Insurance, covering up to $1 million if you are found legally responsible for a guest’s injury or damaged belongings.
It is important to understand that AirCover is not traditional insurance in a regulatory sense. It is a protection program with defined limits, exclusions, and strict claim timelines, and Airbnb itself acknowledges it has real limitations and should not replace dedicated insurance entirely.
Host Damage Protection vs Host Liability Insurance
Host Damage Protection
This covers physical damage caused by a guest or their pet to your property or belongings during a stay, up to $3 million, exceeding any security deposit you may have requested or covering the full amount if no deposit was collected. It does not cover normal wear and tear, theft of cash, or damage from natural disasters.
Host Liability Insurance
This is separate primary liability coverage protecting you, and people who help you host like co-hosts and cleaners, if you are found legally responsible for a guest’s bodily injury or for damage to or theft of a guest’s belongings, up to $1 million. It also extends to damage caused by a guest to common areas, like building lobbies or neighbouring properties.
What Neither Program Covers
Damage or injury resulting from something done intentionally is excluded from both programs, as is damage to your own place caused by you rather than a guest. Host Liability Insurance specifically does not cover guest-caused property damage, since that falls under Host Damage Protection instead, making it important to understand which program applies to your specific situation before filing.
Step-by-Step: How to File a Damage Protection Claim
You have a strict fourteen-day window from the responsible guest’s checkout to initiate an AirCover for Hosts damage request, so acting promptly matters considerably here. Start by thoroughly documenting the incident, clear photos, videos, repair estimates, and receipts, before doing anything else, since insufficient evidence is one of the most common reasons claims are rejected.
Log into the Airbnb app or website and navigate to the Resolution Center, select the reservation in question, and follow the prompts to submit your request along with your evidence. Your request is first sent directly to the guest, who has 24 hours to respond and pay. If the guest does not respond or refuses to pay the full amount, you can then escalate by contacting Airbnb Support directly, submitting your evidence within 30 days of the original damage or loss occurring. Airbnb has stated it aims to process reimbursements within roughly two weeks, and Superhosts receive priority routing and faster claim handling.
Step-by-Step: How to File a Liability Claim
For a liability claim, covering guest injury or damage to a guest’s own belongings, the process runs through a dedicated liability insurance intake form rather than the standard Resolution Center request flow. Gather thorough documentation of the incident first, then complete the intake form with full details. Your information is then sent to Airbnb’s trusted third-party insurer, which assigns the claim to a dedicated representative who will contact you to gather additional details and investigate further before resolving the claim according to the policy’s terms.
What AirCover Does Not Cover
Beyond the specific exclusions already mentioned, AirCover does not function as a substitute for property insurance covering fire, storms, or damage unrelated to a specific guest stay. It also does not cover loss of rental income from an extended vacancy due to damage, high-value items beyond standard coverage limits, or liability claims exceeding the policy’s stated maximum. These gaps are precisely why dedicated, standalone short-term rental insurance remains essential even with AirCover automatically in place.
Why You Still Need Dedicated STR Insurance
Many experienced hosts deliberately do not rely on AirCover alone, both because it is considered insufficient as standalone property insurance by Airbnb’s own admission, and because a meaningful share of AirCover claims are rejected due to insufficient evidence, a frustrating outcome for hosts who assumed they were adequately protected. A dedicated short-term rental insurance policy is a regulated insurance product with defined legal obligations on the insurer’s part, offering broader coverage and a more predictable claims process than a host protection program where Airbnb retains considerable discretion at several stages.
Tips to Make Your Claim More Likely to Succeed
Document Everything Immediately
Take clear, well-lit photos and video of any damage the moment you discover it, before any cleaning or repair begins, and gather receipts or repair estimates as early as possible in the process.
File Within the Deadline, Not at the Last Minute
The fourteen-day damage protection window and the thirty-day liability evidence window are both strict. Filing as soon as possible after discovering an issue, rather than waiting until close to the deadline, gives you more room to gather additional evidence if Airbnb requests it.
Keep All Communication on the Platform
Conversations with the guest about the incident, kept within Airbnb’s messaging system rather than text or email, create a clear, timestamped record that strengthens your claim if the situation requires escalation.
Be Thorough but Factual
Describe the incident clearly and stick to verifiable facts rather than speculation, since a claim grounded in clear evidence and a factual account is processed more smoothly than one relying heavily on the host’s own characterisation of what happened.
Real-World Claim Scenarios
Accidental Property Damage
A guest’s child knocks over and breaks an expensive lamp during a stay. The host photographs the damage immediately, retrieves the original purchase receipt, and files a Host Damage Protection request through the Resolution Center within the fourteen-day window, attaching both the photo and the receipt as supporting evidence.
Guest Injury on the Property
A guest slips on a wet bathroom floor and is later found to have a legitimate claim against the host for inadequate warning or a hazardous condition. This falls under Host Liability Insurance rather than Damage Protection, requiring the host to complete the separate liability intake form and cooperate with the assigned insurance representative’s investigation.
Disputed Damage Claims
A guest disputes that they caused certain damage, claiming it existed before their stay. This is exactly the scenario where thorough check-in and checkout documentation, ideally photos taken at both points for every stay, becomes invaluable, since it gives the host clear evidence to support their claim if the guest’s account conflicts with their own.
Quick Recap: Filing an Airbnb Insurance Claim
- AirCover for Hosts is automatic, free, and includes up to $3 million in damage protection and $1 million in liability coverage.
- Damage protection claims must be filed within 14 days of the responsible guest’s checkout.
- Liability claims go through a separate intake form rather than the standard Resolution Center flow.
- Thorough, immediate documentation is the single biggest factor in claim approval.
- AirCover has real exclusions and should not replace dedicated short-term rental insurance.
- Superhosts receive priority routing and faster claim processing.
Frequently Asked Questions
How long does it take to get reimbursed after filing an AirCover claim?
Airbnb states it aims to process reimbursements within roughly two weeks of a successful claim, though this can vary depending on claim complexity and how quickly requested documentation is provided.
What’s the most common reason AirCover claims get rejected?
Insufficient evidence is consistently cited as the leading cause of rejected claims, which is why thorough, immediate photo and video documentation matters so much before any cleaning or repair work begins.
Can I file an AirCover claim if I didn’t collect a security deposit?
Yes. Host Damage Protection applies whether or not you collected a security deposit, covering the full documented damage amount up to the program’s $3 million limit.
Do co-hosts and cleaners get covered under my Host Liability Insurance?
Yes, people who help you host, including co-hosts and cleaners, are included under Host Liability Insurance coverage.
Is AirCover available in every country Airbnb operates in?
Hosts are automatically enrolled in most regions with no application required, though some excluded regions exist, so it is worth confirming your specific coverage status if you host outside major markets.
What if the guest disputes responsibility for the damage?
This is where check-in and checkout photo documentation becomes critical. If you have clear, dated photos showing the property’s condition before and after the stay, this evidence significantly strengthens your position if a guest disputes the claim.
Can I still file a claim if I already cleaned up the damage before photographing it?
You can attempt to file, but your claim is considerably weaker without photos taken before any cleanup or repair. Always document damage immediately upon discovery, before doing anything else, even if that means leaving a mess temporarily in place.