If an incident, accident, or damage occurs during your trip, acting quickly ensures your Ride Protection Package remains valid. While insurance claims are initiated by your Host, you play an active role in providing documentation and communicating with Mobilitas, our primary insurance partner for Ride booking insurance claims.
Refer to the sections below to understand the claims workflow, required photo documentation, and reporting timelines.
How does the insurance claim process work for Guests?
Filing an insurance claim is a collaborative process managed through your Host and our insurance partner, Mobilitas:
Report damage to your Host: Notify your Host immediately—and no later than 48 hours after the incident or trip end—with details of what occurred.
File a police report (if applicable): If the incident involves theft or vandalism, you must file an official police report within 48 hours of discovery.
Host submits the claim: Your Host initiates the official claim from their dashboard. You do not need to fill out or submit a separate claim form to start the process.
Mobilitas investigation: A representative from Mobilitas will contact both you and your Host directly to gather evidence (written statements, damage photos, police reports, and your personal insurance details, if applicable), confirm coverage, and process repair estimates.
Resolution & Deductible: Once the investigation concludes, any applicable charges (up to your selected Ride Protection Package deductible amount: $500, $1,000, or $2,500) will be processed.
How do I declare damage in the app and notify the Host?
If an incident or damage occurs during your trip, you can flag and document it directly in the Ride app before officially closing out your booking:
Complete the return walkthrough: During vehicle return, open your booking in the Ride app to complete the digital key exchange process.
Declare damage in-app: When prompted during the return checklist, select the option to declare any new damage that occurred during your trip.
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Tag photos and add descriptions: Capture clear, well-lit photos of the damage directly using the in-app camera, tag the affected areas, and add a brief description of what happened.
Pro Tip: For more information on capturing post-trip photos, visit the How do I handle the key exchange as a Ride Guest? article.
Notify the Host: Flagging damage in the app alerts both parties, but you must also provide the Host with a written statement detailing what happened, a copy of your insurance, and a copy of any police report, if filed. Your Host will use this information to formally initiate the claim process from their dashboard.
Pro Tip: To ensure your Host doesn't miss your report, send them a quick message via the Ride messaging system right after flagging the damage. Once they submit the claim, simply sit tight and check your email—the Mobilitas claims team will reach out directly with next steps.
Mandatory In-App Photo Requirements
To maintain eligibility for coverage under your Ride Protection Package, pre-trip and post-trip vehicle inspection photos must be captured directly inside the Ride app to establish valid timestamps:
Pre-Trip Photos: Must be captured in the app prior to departure (and time-stamped within 24 hours of departure).
Post-Trip Photos: Must be taken within 48 hours after vehicle return.
Pro Tip: Failure to capture timestamped photos inside the Ride app can result in a claim being denied due to missing documentation. To learn how to take verifiable, claims-compliant inspection photos during pickup and return, visit our How do I handle the key exchange as a Ride Guest? article.
What do I need to do if a third-party is involved in an accident?
If your trip involves another vehicle, a pedestrian, or private property, you do not need to instruct the third party to file a claim on their own. Instead, the Mobilitas claims team will contact them directly during the investigation, after you've notified your Host and they file the insurance claim from their end.
To ensure the investigation proceeds smoothly, you must gather and report the third party's details as part of your incident notice:
Collect Third-Party Information: Obtain the third party’s full name, phone number, email address, vehicle details (year, make, model), and insurance carrier info at the scene.
Include in Your Report: Provide these details to your Host immediately when submitting your written statement and damage photos.
Mobilitas Outreach: Once your Host submits the claim, the Mobilitas claims team will initiate contact with the third party—the third party does not need to file a separate claim through the app.
Important: Supplying complete third-party contact information to your Host within the mandatory 48-hour reporting window is required to keep your claim investigation moving forward without delay.
What happens after an insurance claim is filed?
Once your Host submits the claim, our insurance partner Mobilitas will be notified right away.
A representative from Mobilitas will typically touch base with you within 24–48 business hours (Monday through Friday). They will start by reviewing the photos, statements, and in-app key exchange documentation to determine the next steps for the investigation.
Pro Tip: Keep an eye on your email inbox (and spam folder). Most claim updates and requests for evidence happen via email. Responding promptly to your assigned Mobilitas claims adjuster helps resolve the claim and release holds much faster.
Do I need to contact Ride Customer Support to file a claim?
No proactive outreach to Ride Customer Support is required to initiate an insurance claim. Once your Host submits the claim:
Automated Security Deposit Hold: The system automatically places a temporary hold on your security deposit while the claim is under review.
Claim Notifications: You will receive email notifications from Mobilitas regarding the claim submission, status updates, and any pending deductible charges.
Keeping Lines of Communication Open: Mobilitas contacts both parties via email when an insurance claim is filed. We recommend regularly checking your inbox (and spam folder) for any official communication or requests for evidence from Mobilitas.
Pro Tip: Before reaching out to Ride Customer Support about an active claim, check your email inbox for existing messages from the Mobilitas claims team, as your assigned Mobilitas claims adjuster is your direct point of contact for all claim details.
How do I follow up on a filed insurance claim?
To check the status of an existing claim or communicate with your adjuster, respond directly to official email communications from Mobilitas:
Reply to Your Adjuster’s Email: Your assigned Mobilitas adjuster will reach out via email (typically within 24–48 business hours of the initial filing). Replying directly to their email thread is the fastest way to get an update, as it keeps your message linked to your claim file.
Check Your Inbox and Spam Folder: All official claim updates, requests for documentation, and estimate reviews are sent directly from Mobilitas to the email address on your Ride account.
Pro Tip: Keep your claims reference ID and other related details handy whenever communicating with Mobilitas, as this helps your adjuster locate your file quickly.
How are non-insurance incidentals handled?
Insurance claims apply strictly to covered exterior vehicle damage, collisions, theft, and vandalism.
For non-covered damages, trip fees, or minor issues—such as missing fuel, tolls, interior damage, extra cleaning requirements, or late return fees—Hosts process charges through a separate incidental workflow:
Independent Workflow: Incidental fees are managed completely separately from the insurance claim process.
Security Deposit Deductions: Depending on the nature of the charge and your remaining security deposit balance, incidental fees will be handled differently by your Host by either claiming funds directly from your security deposit or charging your payment method on file.
I have a question about what is covered by the Ride Protection Package. Where can I read more?
For a complete breakdown of protection tiers, deductibles, third-party liability limits, and specific policy exclusions, visit our companion guides: