Procover

WHAT IS PROCOVER?

Procover is compensation scheme that reimburses owners for specified damage or theft. 

It is designed to reduce owner costs and prevent negative reviews by guests.

Procover is NOT an insurance policy.

WHAT IS COVERED?

• The physical property e.g. if a paying guest / guest pet damages the property by tearing a flyscreen or making a hole in a wall

• Items at the property (over $50 in individual value) that are damaged or lost

• Paid Guest bookings e.g. no cover is provided for owner guest bookings if unpaid

• Individual items more than $50 in value e.g. a Bluetooth speaker or a TV

• Cover is for all bookings regardless of the booking website

• Cover up to $500 per booking

• Fraudulent bookings / Chargebacks - Maximum payout per booking  $3000

WHAT IS NOT COVERED?

The following is not covered:

• Individual items under $50 e.g. plates, cups, crockery (including sets of items such as a $45 knife block)

• Damages to property valued under $50

• Consumable items on PHH's consumables list

• Damages not attributable to a paying guest e.g. caused by owner, owner guest, environmental damage

• Damage attributable to reasonable wear and tear

• Existing damage

• Items where the owner cannot provide the original proof of purchase

• Cleaning costs

• Linen (Sheets, pillow cases, towels, doonas, etc)

• PHH services, such as garbage removal

• Items / property lost or damaged not within the boundary of the property / lot e.g. common areas in strata complex

CLAIM PROCESS

If PHH is unable to obtain payment from the guest via the booking platforms PHH will submit a claim on your behalf if the eligibility criteria above are met.

If you identify damage or lost items, complete the Procover Claim form.

PHH will assess the claim and advise you of the outcome within 7 business days.

At our discretion we may choose to pay a lower amount should we be able to identify a comparable replacement of an item  lost or damaged. For example an owner has purchased a bluetooth speaker for $300 a few years ago and the same bluetooth speaker is now available for $200. PHH will pay $200.

If your claim is approved PHH will make the payment direct to your bank account. Payments are processed weekly on a Thursday.

FAQ'S

Are owners charged for Procover?

No - PHH charges the guest a fee of $11* per booking to cover the costs.

*PHH reserves the right to increase the Procover fee should the amount be insufficient to cover claim           costs.