An insurance claim needs to be lodged. What should I do?

When damage is reported during one of your UrbanYou services, the following is required from both parties:

• Each party is required to complete an incident report outlining a true and accurate account of events.
• Each party is required to provide identification, photo evidence, witness statement, and, if applicable, any other relevant supporting documentation.
• The customer is required to provide identification, a description of the event, photo evidence, and quotes to repair or replace the damage. 

Service Provider providing their own Insurance Policy:

• The service provider is required to provide UrbanYou with your most recent insurance Certificate of Currency. 
• The public liability insurance must at least cover $10 million.
• The policy should explicitly mention that cleaning/domestic house cleaning services are covered.

In the event of a claim, the service provider is responsible for covering the insurance excess as outlined by your policy. Details of the excess and what it includes can be found in the Product Disclosure Statement (PDS) provided by your chosen insurance company.

1. If an UrbanYou customer submits a claim, the amount of $500 will be retained from your pay to ensure the smooth processing of the claim. 
2. It is the responsibility of the policy holder to report the potential insurance claim directly to your insurer on the day of the incident. 
3. We request that you provide UrbanYou’s contact details to the insurer so they can legally request the personal information of the claimant.
4. Please provide UrbanYou with the claim number once you receive it from your insurer, which we will forward to the claimant for their reference.
5. Once your insurer has approved the claim, UrbanYou will pay your insurance company directly for the amount withheld towards the excess. Please forward the excess payment request to UrbanYou as soon as you receive it from your insurer.
6. UrbanYou will work with the insurance company however, as the policy holder you are ultimately responsible for the damage and claim process. If the damage claim is less than $500. Once the claim has been settled with the claimant, the difference will be reimbursed to you in the next regular payment period.

 Service Provider Contributing to UrbanYou’s Insurance Policy

The service provider has been consistently contributing $8 each week they have been completing services with UrbanYou. 

1. In the event of a damage claim, the service provider is responsible for paying the excess of $500 to UrbanYou.
2. UrbanYou will retain an initial amount of $500 from your pay each week towards the excess until the balance has been retained. 
3. If the damage claim is less than $500, once the claim has been settled with the claimant, the difference will be reimbursed to you in the next regular payment period after settlement with the customer.

We strongly emphasise the importance of having your own insurance to cover the excess. This allows you to protect your weekly earnings while also ensuring a smooth claims process. Please reach out to us if you need assistance or guidance.