This Claims Policy describes the process for reporting damage and initiating insurance claims following a FlexiFleet booking.
1. Reporting Damage
All damage discovered during or after a rental must be reported within 48 hours of the trip end time. Damage can be reported through:
- The Platform (Trips → select booking → Report Issue)
- Email to claims@flexifleet.ca
Late reporting (after 48 hours) significantly weakens the evidentiary basis of a claim and may result in denial.
2. Claims Hold Period
When a damage report is filed, the associated booking enters a Claims Hold status. During the Claims Hold:
- Host payout is suspended until the claim is resolved
- FlexiFleet reviews the pre-trip and post-trip inspection records
- Both parties may submit additional evidence
- The Claims Hold period is a maximum of 14 calendar days
3. Claim Assessment
FlexiFleet assesses claims using:
- Pre-trip and post-trip inspection photographs
- Digital signatures and timestamps
- GPS location data
- Odometer records
- Third-party repair estimates (where provided by the Host)
- SGI claim records (where applicable)
FlexiFleet's claims team will issue a preliminary decision within 7 business days of claim filing.
4. Renter Responsibility Determination
The Renter is held responsible for damage if:
- The damage is not documented in the pre-trip inspection record
- The Renter's digital signature confirms vehicle condition at pickup that did not include the claimed damage
- No other reasonable explanation (e.g., third-party vandalism) is supported by evidence
The Renter is not held responsible for:
- Damage documented in the pre-trip inspection
- Normal wear and tear
- Damage caused by a documented third party
- Mechanical failure not attributable to renter misuse
5. SGI Insurance Claims
Where damage exceeds the security deposit or is caused by a third party, a formal SGI claim may be necessary. FlexiFleet will assist with the SGI claim process by providing:
- Complete inspection records
- Booking confirmation and booking period confirmation
- User identity verification records
SGI claims are governed by The Saskatchewan Insurance Act. FlexiFleet is not a party to the SGI insurance contract and has no authority to make decisions on SGI's behalf.
6. Dispute of Claim Decision
If you disagree with FlexiFleet's claims decision, you may raise a formal dispute within 7 days of the decision by contacting disputes@flexifleet.ca. The dispute will be reviewed by a senior member of FlexiFleet's compliance team. This process is separate from the standard in-app dispute flow.
7. Fraudulent Claims
Submitting a fraudulent or exaggerated claim is a serious violation of the FlexiFleet Terms of Service and may constitute insurance fraud under Saskatchewan law. FlexiFleet will cooperate fully with law enforcement investigations of suspected fraudulent claims.