FNOL HostGuard FAQ

Introduction

You don’t need an account to submit a HostGuard claim. The process is completed in a single form with clearly labelled sections, and typically takes 5–10 minutes. All submitted data is encrypted and handled in accordance with applicable privacy regulations.

Tip

You can access the portal from any device — desktop, tablet, or smartphone — usingthe button at the top of this guide.

Information You’ll Need to Complete a Claim

Having the following information ready will help you complete the form without interruption:

Contact Details

Name, address, email,and phone number forthe host, propertymanager, and/or hostoperator.

Incident Details

The date andapproximate time theincident occurred.

Incident Description

A clear account of whathappened and what wasdamaged.

Incident Location

The address orapproximate locationwhere the incident tookplace.

Third Party Information

Contact details for anyother parties involved, ifapplicable.

Supporting Documents

Optional. Leaseagreements, contracts,photos, repair estimates,or any other relevant files(up to 100 MB total).

Tip

If you don't know the answer to a question, you can enter "Unknown" in most required fields and provide details later.

Completing the Claim Form

Here are some details to help you decide how to fill out your claim form.

Notifier Details

Host

Select this if you are the host of the property.

Property Management Company

Select this if you manage the property.

Other

Select this for any other role (e.g., agent, broker).

Tip

Use contact details where you can be reliably reached. Your adjuster will use this information to communicate updates on your claim.

Host/Property Management Details

Name, Email, Phone

The host's/property manager's/host operator's contact details.

Address

The host's/property manager's/host operator's address (Address Line 1, City, State, Zip Code, Country). All address fields are required.

Occupancy ID Number (OID)

The OID number is the unique identifier assigned to each member's occupancy and can be found under the Members Overview tab.

Incident Details

When Did the Incident Occur? (Required)

Enter the date the incident occurred, followed by the time (hours, minutes, AM/PM).

Describe the Incident (Required)

Write a detailed narrative: what happened, how it happened, what was damaged, and any other relevant context. Be as specific as possible. You will also be asked four yes/no/unknown questions about the nature of the incident:

Property Damage

Specify whether property was damaged, and if so, whether it was the host's property or a third party's.

Eviction-Related

Indicate whether the incident is connected to an eviction.

Tip

If you are unsure about any of these questions, select "Unknown at this time." Your adjuster will clarify during the investigation.

Incident Location

Incident Address (Required)

Street address, city, and state are required. Zip code and country are also requested (country defaults to United States).

Company / Organization

If the incident occurred at a business property, enter the business name.

Tip

If the location is the same as the host's property's address you entered in Section B, select "Yes" to auto-populate the fields. Otherwise, select "No" and enter the location details manually.

Additional Party Involvement & Document Upload

Host

Indicate whether any additional third parties or other claimants were involved in the incident by selecting Yes, No, or Unknown. You may also upload supporting documents at this stage. This is optional but highly recommended if you have relevant files available. Accepted documents include contracts, photos of damage, police reports, repair estimates, and any other pertinent records. You may upload multiple files up to 100 MB total.

Tip

Photos of the damage taken before any repairs are among the most valuable documents you can provide. Upload them here if available.

Submitting Your Claim

How To Submit

Once all sections are complete, click the "Submit Claim" button at the bottom of the page. You will receive an on-screen confirmation, followed by a confirmation email at the address you provided. This email will include your unique claim reference number. Save it for all future correspondence.

What Happens After You Submit?

Assignment

A Reserv claims adjusterwill be assigned to yourfile, typically within onebusiness day.

Initial Contact

Your adjuster will reachout to introducethemselves and outlinenext steps.

Investigation

You may be asked toprovide additionaldocumentation or tomake the propertyavailable for inspection.

Resolution

Once the investigation iscomplete, you willreceive a coveragedetermination and, whereapplicable, a settlementoffer.

Tip

Keep a record of all communications related to your claim — emails, call notes, and any documents shared with your adjuster.

Introduction

Tip

Information You’ll Need to Complete a Claim

Contact Details

Incident Details

Incident Description

Incident Location

Third Party Information

Supporting Documents

Tip

Completing the Claim Form

Host

Select this if you are the host of the property.

Property Management Company

Select this if you manage the property.

Other

Select this for any other role (e.g., agent, broker).

Tip

Name, Email, Phone

The host's/property manager's/host operator's contact details.

Address

The host's/property manager's/host operator's address (Address Line 1, City, State, Zip Code, Country). All address fields are required.

Occupancy ID Number (OID)

The OID number is the unique identifier assigned to each member's occupancy and can be found under the Members Overview tab.

When Did the Incident Occur? (Required)

Enter the date the incident occurred, followed by the time (hours, minutes, AM/PM).

Describe the Incident (Required)

Write a detailed narrative: what happened, how it happened, what was damaged, and any other relevant context. Be as specific as possible. You will also be asked four yes/no/unknown questions about the nature of the incident:

Property Damage

Specify whether property was damaged, and if so, whether it was the host's property or a third party's.

Eviction-Related

Indicate whether the incident is connected to an eviction.

Tip

Incident Address (Required)

Street address, city, and state are required. Zip code and country are also requested (country defaults to United States).

Company / Organization

If the incident occurred at a business property, enter the business name.

Tip

Host

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How To Submit

Once all sections are complete, click the "Submit Claim" button at the bottom of the page. You will receive an on-screen confirmation, followed by a confirmation email at the address you provided. This email will include your unique claim reference number. Save it for all future correspondence.

What Happens After You Submit?

Assignment

A Reserv claims adjusterwill be assigned to yourfile, typically within onebusiness day.

Initial Contact

Your adjuster will reachout to introducethemselves and outlinenext steps.

Investigation

You may be asked toprovide additionaldocumentation or tomake the propertyavailable for inspection.

Resolution

Once the investigation iscomplete, you willreceive a coveragedetermination and, whereapplicable, a settlementoffer.

Tip

Frequently Asked Questions