Handling accidents and emergencies
Summary
Report the damage to TREVO and include all relevant documentation such as photos, location of the incident, etc., by reaching out to us via the in-app live chat. We will advise you on the next steps.
Handling accidents and emergencies
1. Guest informed Host that they're involved in an accident or emergency
2. What the Host should ask the Guest:
If the Guest is injured
If the car is driveable
Pictures and videos of the car condition
The exact location of the incident
If a third party is involved: Obtain their contact, car number plate, and insurance information of the other car and driver.
Be sure to avoid:
Towing the car yourself
Repairing the car yourself
3. Contact Customer Support via the in-app live chat and provide the above details
4. Our Accident Handling team (AHT) will be contacting both Host and Guest as soon as possible and advise the next steps
What is defined as an emergency?
If the car broke down, can’t start or Guest is in any sort of danger during a TREVO booking. It is advisable to contact Customer Support for assistance and provide the necessary details.
How can I get extra peace of mind when hosting on TREVO?
Our revolutionary P2P Car-Sharing insurance, TREVO Shield makes your hosting experience extra safe. Find out how here.
⚠️ Important!
Do not take matters into your own hands, wait for the Accident Handling Team to contact you.
What assistance does TREVO provide when my car meets with an accident while a customer is driving it?
In the event of an accident, TREVO will provide reasonable assistance to both the Guest and Host. The first step that the Guest should take is to inform the Host and work on an arrangement.
For the Guest
TREVO will assist to search for available nearby cars should it is required by the Guest
A refund will be granted on a case-to-case basis and subject to review
As a Guest, opting for the Super Collision Damage Waiver (SCDW) will limit how much they pay (in terms of “Excess”) for damage repairs. SCDW is one way to protect Guests against large repair bills.
SCDW option is selected during the booking process and the fee varies depending on the plans: Lite, Standard and Premium.
For the Host
With TREVO Shield: TREVO shall be responsible for handling the insurance claims process on behalf of Organic Hosts under TREVO Shield, with reasonable assistance provided by the Hosts and subject to the Hosts compliance to the terms and conditions of the Preferred Insurance Coverage.
For post-Trip major damages and incidentals, TREVO will assist/work closely with the Preferred Insurer’s panel inspectors and the police to conduct the necessary investigations.
In the event of loss or damage arising from a Trip for which you are entitled to make claims under the Preferred Insurance Coverage, such claims are approved by the Preferred Insurer. The Preferred Insurer shall, at their option, pay you:
The reasonable or actual expenses incurred in repairing the Vehicle; or
The fair market value of your Vehicle, or the sum insured in the applicable policy, whichever is lower, determined by the Preferred Insurer at its sole discretion.
Without TREVO Shield/Host's Own Insurance
Organic Hosts are required to opt for TREVO Shield (P2P insurance by Preferred Insurance Coverage), and Hosts shall maintain their own base insurance policy that meets all minimum insurance levels required by law on the car to be eligible to list the Vehicle on TREVO. Hosts shall also maintain the registration information and proof of insurance in the car over every Trip duration.
We will endeavour, but not guarantee, to provide reasonable assistance to Hosts in self-managed claims on the Hosts’ own insurance coverage arising from any damage or loss with a Trip/booking.
Do note that we do not guarantee that your claim on your own insurance coverage will be successful.
Read more about TREVO Shield and it’s benefits here.
