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FAQs

HOSTCOVER

In short, it’s up to you. But if you don’t have standard Buildings and Contents insurance in place, it means that any damage NOT caused by the guest will not be covered. E.g, storm damage, accidental damage caused by you etc. Our HOSTCOVER only covers guest damages. We do offer standard Buildings and contents insurance if you would like a quote for both covers!

Yes, you should make your underlying home insurer aware that you are using platforms like Airbnb or Booking.com as some insurers will make your policy invalid if they find out what you are using the property for. We offer underlying home insurance which allows for guests to stay and works alongside our HOSTCOVER.

Yes, we offer monthly, annual and pay per stay options!

If you pay monthly or annually, no. We will cover every booking within that period of cover. If you opt for pay per stay insurance, we will link up to your Airbnb/booking.com calendar and get notified automatically of each stay. Alternatively, some of our customers like to drop us an email with the dates each time and we will add the stays in manually for you. We’re very flexible!

If your home insurance provider cancels your policy because they don't take on any risks relating to home-sharing, then don't worry, we have a sharing-friendly home insurance policy.

It provides buildings and contents cover which is comparable to most standard home insurance policies and is designed to work alongside our HOSTCOVER policy to cover both you and your guests.

Yes, just let us know the dates and we will add it in for you! Or if you’ve opted for monthly or annual cover, just make sure you have proof of the booking (e.g. an email trail) in case you need to make a claim!

We currently only offer our insurance products for properties in the UK, however, we have just launched SUPERHOG which will provide you with a £1million guarantee for your bookings and a verification tool. Please contact hello@superhog.com if you would like more information.

  • 1. Go to your listing's calendar on Airbnb via your dashboard
  • 2. Click on availability which appears on the right-hand side
  • 3. Click on ‘sync calendars’
  • 4. From the dropdown list, select ‘export calendar’
  • 5. Copy the URL and send it over on an email to us
  • 1. Log in to the extranet (your booking.com dashboard), click on the ‘Calendar’ or ‘Rates & Availability’ tab and select ‘Sync calendars’. This will take you to your calendar sync overview page.
  • 2. Click on ‘Add calendar connection’, then scroll down and click on ‘Skip this step’.
  • 3. In the pop-up that appears, give your connection a name and then click ‘Export Calendar’.
  • 4. Copy the link by clicking on ‘Copy link’, and then send that link over to me. Once you’ve done this, go back to your extranet and click ‘Done’.

Yes, we look at the whole risk.

If, for example, the guest was to cause a fire, we would cover damages to all affected rooms, not just the room the guest has rented.

Just email us at help@guardhog.com and we will cancel the policy for you. You can always get set straight back up again if you end up letting again in the future.

Yes, we can. We will just need to put the account in the company’s name.

Lots of people use their Airbnb calendar as their personal calendar too. Which is fine! Just make sure to add a block word to your note on the calendar. E.g. Mike and Jenny staying Not Available. Please see the list of below blockwords. When these words are added to a ‘stay’ in the calendar, we will not charge. We won't even see them!

Not available, Owner, Block, Unavailable, Hold, Maintenance, Home, Breathing, Landlord, Inspection, Keys, Churn, Lease, Cleaning, Cancel, Host, Away, Property

You can either send your stay dates to help@guardhog.com and we will add them for you. Or you can link your icalendar so that we can get notification of your stays automatically! If you are on monthly/annual cover, there is no need to let us know of the individual bookings.

Please email help@guardhog and we will cancel your payment and stay.

No. Please ensure you let us know if you need to cancel at least the day before the booking begins. We will then be able to cancel the payment for you before it is processed.

Call us on 020 3927 4080 and select option 2. This will put you through to our lovely claims lady who will advise you on the next steps. She will then keep in touch with you throughout the whole process to ensure that you’re kept in the loop.

No, we only provide cover under HOSTCOVER for paying guests. If a friend causes damage, this will be covered under your standard Buildings and Contents policy. If you don’t have standard Buildings and/or Contents cover, please call us on 020 3927 4080 and we will get you a quote!

Call us on 020 3927 4080 and we will change the details for you and get new documents sent out.

Yes! We don’t cover malicious or deliberate damage on a 1 night booking but any other booking you will have full cover for this risk. We do also advise that you make it clear in your listing that you do not allow parties!

Yes of course. Lots of people use numerous platforms, we just need the icalendar link for each platform. Email help@guardhog.com, let us know the platforms you use and we will help you obtain the icalendar for each one.

Yes, you are covered up to £1000 for theft or loss of your home keys.

At the quote stage, some of our insurers will allow you to set your own excess. Let us know if this is important to you and we will get you a quote with one of those insurers.

This policy is a rolling insurance, whether you opt for pay per stay, monthly or annual. Therefore, it will renew automatically unless you tell us otherwise.

Oh no, it looks like there might be a mistake in your calendar! Don’t worry, email help@guardhog.com and we will sort this for you and refund the payment if needed.

HOMECOVER

Yes, we can. We will just need to put the account in the company’s name.

Yes, we have a panel of insurers who would love to offer you a landlords policy. Please email hello@guardhog.com for a quote.

Yes. If a storm occurs and damages your home while you have guests in, you’ll still be covered! Our home insurance providers allow for home-sharing, while our HOSTCOVER insures against damages related to home-sharing.

Call us on 020 3927 4080 or email help@guardhog.com and we will contact the insurers to make the change for you.

Call us on 020 3927 4080 (option 2) and we will advise the next steps depending on your insurer.

No problem. Some of our insurers will apply standard cover for this so we will take your details and quote you with one of those insurers.

They will be separate policies but you will always deal with GUARDHOG for any queries or questions on either of them. They both work together to ensure you are covered for every insured situation.

Yes, someone will contact you within 14 days of your renewal to discuss next year’s premium.

You can search for your confirmation email (usually sent from our sales lady Chelsea.millsom@guardhog.com!), or email help@guardhog.com and we will resend them for you free of charge.

DEPOSITCOVER

There's just a £50 excess on DEPOSITCOVER, and this doesn't come out of your £1,000 deposit if you need to make a claim!
It isn’t a necessity, but we do recommend it if you want to ensure you are covered for all insurable eventualities, no matter the value.
No underlying insurance is required to claim on DEPOSITCOVER.

No. If you buy DEPOSITCOVER then the excess on HOSTCOVER will be waived in the case of a claim. This excess would normally be £250.

If the claim is £1,500, for example, we would put in a claim for £1,000 of damage on DEPOSITCOVER and £500 on HOSTCOVER. You would only need to pay one excess of £50 in total.

CLAIMS

Contact GUARDHOG as soon as possible, by phone or email, our claims team will support and guide you through the process of making a claim – their aim is to make things as smooth and as easy as possible for you.

**IMPORTANT**

Do not carry out any non-emergency work or dispose of any damaged items.

Take steps necessary to reduce the risk of further damage or loss.

Do not admit any liability or responsibility in connection with the damage or loss

Any pay-out you may receive from Airbnb would be deducted from any payment you may receive from your insurance policy.
You may be covered for loss of earnings for bookings accepted prior to the discovery of the loss.

In the first instance, it would be worth contacting the reviewer and/or the booking platform to see if anything can be done.

If you have HOMECOVER our legal assistance could help you with this.

If a guest does not admit the damage we will require evidence to support the damage occurring during their stay - you may need to report the damage to the police dependant on the circumstances.

Please refer to your policy schedule – dependant on your policy type a minimum claim limit may be applicable.

The minimum claim for HOSTCOVER is £1,000. We would always advise taking a deposit or buying DEPOSITCOVER to protect you against smaller losses.

Please refer to your policy schedule – your excess amount will be dependant on your policy type and feature of cover.
No, if you have taken the cover out as a host, then only your belongings are covered.
We would expect you to attempt to retain a deposit upon realisation of a loss or seek compensation from the guest.

We would expect you to seek compensation from the guest for the damage they have caused – if this is unsuccessful contact GUARDHOG as soon as possible.

We know that deposits can be a nightmare for super short lets, so we've developed a new product to help solve that problem - check out DEPOSITCOVER.

Contact GUARDHOG as soon as possible, do not admit any liability or responsibility as this could affect your ability to make a claim under your policy.

Once we understand the circumstances our claims team will do what they can to support you through the process.

Do not admit any liability or responsibility - contact the help team at GUARDHOG as soon as possible.

Once we understand the circumstances our claims team will do what they can to support you through the process.

Yes, as long as it can be proven that the burglary was directly attributable to the guests action or inactions.

If your claim has an element of malicious damage or theft, we would expect you to alert the police before making a claim with us.

The police will provide you with a crime reference number which will be a key part of settling any such claim, so the sooner you can get this, the better!

If damage occurs as a result of a party you were unaware of, it would need to be treated as malicious damage and a crime reference number would be required.

Remember for HOSTCOVER malicious and deliberate damage is not covered for a one-night booking. For DEPOSITCOVER theft is also excluded for one night bookings.

To date, our biggest claim payout is £100,000.
  1. Remember it could be a simple misunderstanding, we recommend first contacting the guest to give them the opportunity to put things right.
  2. Report the Theft to the police as soon as possible - without a crime reference number a claim for theft will not be considered.
  3. Contact GUARDHOG who will support and guide you through the next steps.
Please note that inventory shortages or unexplained disappearances are not covered.

We recommend regular checks in between bookings to ensure any damage or loss is recognised early and easily attributable to a specific guest or stay. Without this, it can make claiming more difficult however we will do all we can to assist you.

A record of each check, perhaps including photographs, will make it much easier to make a successful claim.

There is a high risk of damage occurring in your home during parties or events – we recommend excluding these on your listings.

However, if you decide to include parties and events then the cover is likely to be limited and we would recommend taking a much higher than usual deposit.