Airbnb Insurance Claims: How to File One in Australia (2025)
Worried about guest damage? Learn how to file an Airbnb insurance claim in Australia, what’s covered, common mistakes, and how to protect your property.
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Worried about guest damage? Learn how to file an Airbnb insurance claim in Australia, what’s covered, common mistakes, and how to protect your property.
Hosting on Airbnb can be one of the best ways to boost your rental income — especially if your property is in a busy city or a popular holiday spot. But even the best guests can cause unexpected damage. Wine on the carpet. A smashed TV. Broken furniture. Or worse — deliberate damage or theft that leaves you with a big repair bill.
This is when Airbnb’s insurance — now known as AirCover for Hosts — comes into play. Many landlords think they’re automatically covered for anything that goes wrong, but the reality is very different.
While AirCover promises up to USD $3 million in Host Damage Protection, you need to know what’s actually covered, how to gather the right evidence, and exactly how to file your claim fast. Miss a step or wait too long, and Airbnb can reject your claim — leaving you to pay for repairs yourself.
This guide breaks it all down for Australian hosts and landlords:
If you want to keep your Airbnb income protected — and avoid paying out of pocket when guests get careless — read on and learn Airbnb Insurance Claims: How to File One in Australia (2025).
AirCover for Hosts is Airbnb’s built-in host protection. It replaces the older Host Guarantee and Host Protection Insurance, rolling both into one automatic policy for every booking.
Here’s what is covered under AirCover:
However, many hosts don’t realise what isn’t covered:
The bottom line: AirCover is helpful, but it isn’t foolproof. Many hosts find out too late that missing paperwork, unclear evidence, or missed deadlines mean they’re left paying for damage themselves.
Next, we’ll break down when you should file, what proof you need, and how to do it right — step by step.
One of the biggest reasons hosts lose money is waiting too long to act when damage happens. Airbnb is strict about timelines — and if you don’t follow their steps quickly, you can lose the right to claim altogether.
Here’s what every host should know about when to file and what you need to do first.
You have just 14 days after your guest checks out — or before the next guest checks in — to open a claim through Airbnb’s Resolution Centre. Whichever comes first applies. If you miss this window, Airbnb will almost always reject your claim, no matter how valid it is.
This means you should inspect your property immediately after each stay. Many DIY hosts skip this step or rely on cleaners who don’t always spot hidden damage.
Airbnb will ask you for clear evidence that the damage happened during the guest’s stay. If you can’t prove this, your claim won’t go anywhere.
Good evidence includes:
Without solid proof, you’ll be left covering the cost yourself.
Airbnb expects you to message the guest first through the Airbnb app or website. Politely explain the damage and give them a chance to pay you directly. Many guests will agree — it’s often faster for them and keeps their Airbnb record clean.
If they refuse or don’t reply within 72 hours, you can then escalate it to Airbnb’s Resolution Centre.
Key takeaway: Always inspect your property quickly, gather evidence immediately, and follow Airbnb’s steps in order. Next, we’ll look at exactly how to file a claim step by step, so you don’t miss anything.
Once you’ve confirmed the damage, gathered your evidence, and tried to resolve it directly with the guest, it’s time to open an official claim through Airbnb. Doing this properly makes a big difference to whether you get paid — or get rejected.
Here’s exactly how to do it:
Log in to your Airbnb account and head to the Resolution Centre. This is where all official claims and payment requests are handled — never try to settle large damage claims off-platform.
Select the reservation connected to the damage. Airbnb will guide you through the claim steps for that specific booking.
You’ll first submit a payment request directly to the guest. Clearly state:
Attach any supporting evidence: photos, receipts, or screenshots of your conversation with the guest. The clearer and more polite you are, the better your chances of getting a quick agreement.
The guest has 72 hours to respond. If they agree, Airbnb processes the payment for you. If they decline or don’t reply, you can escalate the case.
If the guest won’t pay, click ‘Involve Airbnb’ in the Resolution Centre. This sends your claim to Airbnb’s Support team for review.
This is where your documentation really matters. Upload:
Airbnb’s team may ask for more info — respond quickly to avoid delays.
Airbnb aims to resolve claims within a few weeks, but large or complicated claims can take longer. Keep an eye on your Airbnb inbox — missing a request for more info can stall your claim or close it altogether.
If Airbnb rejects your claim and you have extra insurance (like a landlord short-stay policy), this is when you can turn to that backup. Some hosts also choose to take legal action for severe damage — but this is rare and usually not worth the hassle for small repairs.
Filing an Airbnb insurance claim isn’t complicated — but it’s easy to make small mistakes that lead to a denied payout. Many hosts lose money because they assume Airbnb will just accept any damage report. Here are the most common traps to avoid.
If you don’t inspect your property quickly and file within 14 days (or before the next guest checks in), Airbnb will usually reject your claim outright. Always check as soon as a guest leaves.
Many hosts don’t realise Airbnb’s team can’t see the damage in person — they rely completely on your photos and documents. If your photos are blurry, out of date, or don’t clearly show when the damage happened, your claim may fail.
Pro tip:
Make sure your cleaners or property manager takes clear, timestamped photos after every guest check-out. Photos should cover:
Having fresh photos after every stay is the easiest way to prove that damage wasn’t there before.
Airbnb requires you to show you tried to resolve it directly with the guest first. If you skip this step and go straight to a claim, Airbnb may close the case.
If Airbnb asks for extra info and you don’t respond on time, your claim can be closed automatically. Watch your Airbnb inbox daily until the claim is settled.
Scratches on floors, scuffed walls, and general ageing aren’t covered by AirCover. Claims like these often waste time and can hurt your chances for genuine claims later.
Key takeaway:
Stay organised, take regular photos, keep your paperwork clear, and stick to Airbnb’s process every time. Next, we’ll run through some smart ways to reduce the chances of needing a claim in the first place.
The best way to handle Airbnb damage is to avoid it altogether. While you can’t prevent every accident, there are practical steps you can take to protect your investment — and make claiming much easier if something does go wrong.
Many DIY hosts accept every booking just to keep the calendar full — but that can invite trouble. Take time to screen guests properly:
If you use Instant Book, make sure you enable strict guest requirements — like verified ID and positive reviews only.
Maintain a detailed list of all the items in your property — furniture, appliances, electronics, artwork, decor. If something goes missing or is damaged, this list helps prove what was there before the guest arrived. Systems like ItemWise offer good soltuions to do this easily.
One of the most effective ways to protect yourself is to have your cleaners take clear, timestamped photos every time they clean after a guest checks out. This creates an instant visual record of your property’s condition before the next stay.
Photos should cover:
If you work with a professional manager, this is usually handled for you. If you self-manage, make it part of your standard cleaner checklist.
AirCover is helpful for accidental damage caused by guests — but it doesn’t cover things like normal wear and tear, poor maintenance, or lost income if you have to cancel bookings for repairs.
Many landlords choose additional short-term rental or landlord insurance to cover these gaps. Check your policy details carefully and make sure you meet any building or body corporate requirements if you own an apartment. Here's a more detailed guide on insurance for your short term rental.
Many new hosts assume Airbnb’s AirCover is a full replacement for traditional landlord insurance — but it’s not. While AirCover is a good safety net for accidental guest damage or liability, it has limits. If you’re serious about protecting your property and income, it’s worth looking into extra cover.
Many Australian landlords choose a specialist short-term rental insurance policy or landlord insurance with holiday letting extensions. Good policies often cover:
It’s worth comparing a few providers and checking the fine print. Some standard landlord insurance won’t cover short-term stays — so make sure you tell your insurer you’re hosting through Airbnb.
One of the biggest benefits of using a professional Airbnb manager is that they stay on top of all these details for you:
In short: AirCover is useful, but it’s not the whole safety net. Extra insurance gives you peace of mind — and having a manager who knows how to handle claims and protect your property saves you time, stress, and money.
Filing an insurance claim should be your last line of defence — not the first. The reality is, most accidental damage and costly problems happen when properties aren’t checked properly, guests aren’t screened well, or issues slip through the cracks because the owner’s trying to manage everything alone.
That’s why many landlords choose to hand over the day-to-day to an experienced short-term rental manager. A good manager does more than just handle bookings — they make sure you’re not left with expensive surprises.
Professional managers have systems and experience to spot red flags that DIY hosts might miss. They keep party risks low, check guest profiles carefully, and enforce house rules.
Your property gets inspected and photographed between every stay. Professional cleaners know exactly what to check and what to report — giving you fresh proof if you ever need to make a claim. This is the biggest reason many insurance claims succeed or fail.
Small problems — like leaks, damage or wear — are caught early. Instead of missing hidden damage for months, managers handle maintenance right away so it doesn’t grow into bigger costs that AirCover won’t touch.
If damage does happen, a professional manager knows exactly how to handle Airbnb’s Resolution Centre, gather the right evidence, and follow up properly — saving you hours of back-and-forth and helping you get your payout faster.
Good managers stay up to date with local council rules, body corporate restrictions, and insurance conditions. They can help you choose extra cover that actually works for short-term rental — not just a generic landlord policy that might fail when you need it most.
In short: professional Airbnb management doesn’t just save you time — it helps protect your property, keep your income flowing, and gives you backup when things go wrong.
Most straightforward claims through Airbnb’s Resolution Centre are settled within a few weeks. Larger or more complicated cases — especially those involving theft or police reports — can take longer. Having clear evidence and responding quickly will help speed things up.
If your guest won’t agree to pay through the Resolution Centre, you can escalate the claim to Airbnb’s Support team. Airbnb will review your evidence and decide whether the damage qualifies under AirCover. If they approve it, Airbnb pays you directly — not the guest.
If your claim is denied, that’s usually the end of the process with Airbnb. This is where having separate short-term rental insurance can protect you — your policy may cover damage or losses that Airbnb won’t. If you don’t have extra insurance, you’ll likely have to cover the cost yourself.
No — AirCover doesn’t cover lost booking income during repairs. If you want that protection, you’ll need a separate landlord or short-term rental insurance policy that includes loss of rent cover.
At minimum, you’ll need:
The stronger and clearer your evidence, the better your chances of getting paid.
Airbnb’s AirCover is a useful safety net for accidental guest damage, but it’s not foolproof. Many landlords don’t realise until it’s too late that a missed photo, a slow inspection, or unclear evidence can leave them paying thousands out of pocket.
The good news is, with clear steps, regular inspections, and smart systems in place, you can avoid most claim headaches — and if something does go wrong, you’ll have everything you need to file quickly and get paid.
If you’d rather not chase cleaners for photos, inspect damage yourself, or argue with guests over repairs, that’s where a professional short-term rental manager makes all the difference. From guest screening to property checks to handling claims, we help owners protect their property — and keep their rental income flowing without stress.
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