Information on damage cover and claims
What to do if damage has occurred
Tolls, fines, and infringements
Damage, cover, and claims
Camplify users can have peace of mind when hiring through our platform. We understand that listing your RV for hire can be a daunting experience due to concerns about potential damages. Camplify is well-prepared to handle such situations and provide you with the necessary support. With a dedicated resolutions team, provided by MyWay Protection, we work with you to resolve incidents and get owners back on the road as soon as possible.
All bookings on Camplify are covered for damage and hirers are able to access roadside assistance if required. Camplify has developed pre-hire, and post-hire checklists on the Camplify Owners app so that the condition of your RV is documented on every adventure.
Breakdowns
During a breakdown, the hirer will be instructed to call you so you can assist in getting them back on the road. Camplify users can enjoy peace of mind as all hires are covered by a comprehensive network of nationwide roadside assistance.
Hirer breakdown procedure:
- Ensure safety by removing all occupants from potential hazards.
- Contact Emergency Services (111) if required.
- Inform the owner of their situation so you can assist them further
- If you are unable to get them back on the road, the hirer can call for roadside assistance by calling Camplify (03 668 1211, Option 4).
Common reasons for contacting roadside assistance include:
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Assisting with flat batteries
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Tyres requiring repair or changing (never attempt to change a tyre yourself)
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Fixing a small engine problem
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Towing required due to a van fault
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- Once approved, a roadside assistance team member will meet your hirer at the vehicle. They will either fix the problem or suggest a tow to the nearest repairer.
Camplify will assist the hirer with transport and accommodation if required, and a member of our team or the hirer will keep you updated on the outcome.
MyWay Protection
MyWay Protect issued by MyWay Mutual Holdings Limited (My Way Mutual) is a purpose-built solution for safe RV sharing in the peer-to-peer market. MyWay Protect also offers protection for personal use of your RV (depending on the membership you choose). Adherence to the pre-hire and post-hire checklists, as well as regular maintenance and safety, are critical to be protected for any on-hire damage.
Critical information: Protection under MyWay Protect is exclusively available to members of MyWay Mutual Holdings. Membership of MyWay Mutual is subject to its Constitution. Please consider the PDS for MyWay Protect to decide whether this product is right for you.
Preventing damage
Preventing damage is an important step to ensure you have the best experience on Camplify. Screening your hirers for suitability and providing thorough education about your RV at hand-over is the best way to avoid an incident.
Find more information about reducing damage here.
Damage Prevention Tips
- Keep your listing up-to-date and ensure all weights, licenses, suitable towing vehicles, and towing requirements are accurate.
- Perform regular maintenance.
- List your hiring rules and carefully screen hirers for suitability based on experience, experience, and RV limitations.
- Communicate openly with your hirer and provide ongoing support throughout their adventure.
- Conduct an in-depth "Handover" process including the pre-hire checklist. Never assume experience and involve the hirer in setting up and packing away the mechanisms of your RV.
What to do if damage has occurred
MyWay Protection has a dedicated friendly resolution team who are here to support you.
From time to time damage will occur on hire, and it is important to prioritise the safety of the hirer first. We understand that damage can be upsetting but urge all owners to exercise compassion and understanding in the unlikely event of damage. We will work with you to support both you and the hirer and resolve damage claims as promptly as possible. Please note that any payments for claims under MyWay Protect will be released to the member once an outcome has been finalised and approved by the MyWay Mutual Board (or its delegate).
- Prior to return:
- Ensure the hirer is safe and request they call roadside assistance if required.
- Gather as much information as possible from the hirer including photos and messages.
- Source parts and services so that you are ready to fix your RV upon return.
- Greet the hirer upon RV return:
- Inquire about their trip experience, likes, dislikes, and areas for improvement.
- Ensure the hirer remains safe.
- Inspect the RV with the hirer:
- Look for any visible damage checking both interior and exterior, contents, fixtures, and equipment.
- Remain calm and understanding while gathering information for the damage incident report.
- Gather specific information:
- Request details about the damage, including who, what, where, when, and how it occurred.
- Collect photos, text messages, and emails as evidence.
- Submitting a damage claim:
- Decide if the damage is minor (covered by the service fee) or significant (requiring a damage claim).
- Consult the wear and tear guidelines, wear and tear cannot be claimed.
- Decide with the hirer if you would like to settle privately or require Camplify to support you.
- Complete and submit the post-hire checklist within 48 hours of return and notify Camplify of damage. If you have MyWay Protect we will pass your notification on to MyWay Protection to start your claim.
- Consideration of your claim under MyWay Protect
The MyWay protection team will review and manage your claim. After you submit your post-hire checklist or online notification, they will contact you to guide you through the next steps. Please respond directly to any communication from the team to provide additional information or supporting documents.
If your claim is approved but the damage is under the $10,000 MyWay Protect on-hire excess, it will be covered by Camplify. Claims above this amount will be made on MyWay Mutual. Please see your membership agreement for details.
Roadside assistance
Camplify provides all hirers on the Camplify platform with national roadside assistance. Owners must source their own roadside assistance for personal use.
Hirers call 03 668 1211, Option 4.
Off-road
Camplify Premium Members have the added benefit of facilitating off-road hires.
Owners must agree to the terms and conditions for off-road use and listings must be reviewed by a Camplify team member before being approved.
If you are interested in off-road hires please visit the off-road page before contacting Camplify.
Maintenance
Regular maintenance is essential to ensure the safety of your RV for hire and minimise the risk of breakdowns, which can lead to a negative hiring experience. All Camplify owners must complete the mandatory 'Annual Safety Checklist.'
This checklist must be filled out during the annual inspection by a licensed mechanic or tradesperson. Owners must keep the completed checklist on hand and be able to present it to Camplify upon request. Failure to do so may result in the temporary removal of the RV from the platform.
Maintenance will vary depending on a larger amount of factors:
- Distance travelled
- RV make and model
- Types of trips your RV is being booked on
- Destination and terrain
You must complete regular inspections of your RV to ensure it is safe and compliant for hire.
There are 3 types of inspections required depending on which occurs first:
- Annual inspection - scheduled annually to comply with minimum standards.
- Regular inspection - completed every 15,000km or after a trip where increased wear is suspected.
- Priority safety and mechanical inspection - in the event there is concern about a mechanical failure or safety when operating the RV.
In the event of a damage dispute, where lack of maintenance could be questioned, users will be required to provide evidence of service history.
Wear and tear vs damage
Wear and tear is common and comes with the use of an RV.
As an RV owner, it's essential to distinguish between normal wear and tear and actual damage when renting out your RV through Camplify. Our platform is designed to ensure a fair and enjoyable experience for both owners and hirers.
These are simplified questions to ask yourself when considering if your incident requires a damage claim.
- “Was this related to a single incident, or did the damage occur over time?”
- “Is this something minor, easily fixed, or something that would occur as my RV ages?”
Over an RV's lifetime, some degree of deterioration is expected due to regular use. This gradual decline in condition is considered "wear and tear" and is not covered by the MyWay Protect. As an owner, you can compensate for wear and tear through the income generated from renting out your RV and the service fee collected from hirers. We ask that you exercise good judgment when considering wear and tear vs damage.
To minimise the chance of wear and tear, Camplify recommends that RVs are fitted with a GPS, stone guard, and the RV is serviced regularly.
Check out the Fair Wear and Tear Guide.
Undetected damage
Undetected damage is damage which a personal or premium Member alleges occurred On-Hire, but the member did not:
- Identify the damage when the RV was returned; or
- Complete the Pre-Hire Checklist; and/or
- Did not complete the Post-Hire Checklist within 48 hours of the return of the RV.
For undetected damage to be treated as On-Hire Damage, the member must establish to our reasonable satisfaction that the damage occurred On- Hire. A member contribution of $3,000 applies to undetected damage.
Allow plenty of time to complete your post-hire checklist to ensure you minimise the risk of undetected damage.
Post-hire charges
- Check for applicable road tolls and daily kilometre allowance overages.
- Notify the team via the post-hire checklist if there are additional charges.
- Decide with the hirer if you would like to settle privately or require Camplify to support you.
Please note that additional fees and charges can't be applied if they were not agreed to as part of the additional booking.
Tolls, fines, and infringements
You can pass on tolls, fines, and infringements by contacting the hirer to resolve the transfer privately. Many state agencies and organisations have instructions on how to handle these matters and these steps should be followed before contacting Camplify. Our Camplify customer support team can guide you if you require ongoing assistance once the post-hire checklist has been submitted and evidence has been provided.
Personal claims
A personal claim is when a Premium Member or Personal Member of MyWay Mutual has damaged their RV when it is not in the possession of a hirer. In this incident, a personal claim can be lodged by completing the Online Notification Form and one of our agents will get back to you with the next steps.
Damage guide
There are four most common and avoidable types of damage that happen during a booking including:
- Awnings
- Damage/collisions when the hirer is parking or moving the RV
- Incorrect fuel type
- Stone chips
Awnings
Camplify RVs typically feature one of three awning types: roll-out, wind-out, or bag awnings. Awnings are not suitable for use in heavy rain or windy conditions and we advise our community to monitor the Met Service.
It's essential to include the hirer in the setup and pack down of your awning during a handover to reduce the likelihood of damage. You may also direct them to the Camplify YouTube channel for helpful awning setup and takedown tutorials, or locate the manufacturer's guide online. Camplify advises that both you and your hirer engage in awning setup and pack down during the handover process as they can be costly to replace. This is also equally important when doing a drop-off, as both parties are liable.
Alternatively, if your holidaymakers may be heading to an area with a poor phone signal, you could consider having the hirer record you demonstrating putting the awning up during the handover.
Damage/collisions while manoeuvring the RV
To avoid costly and time-consuming repairs, stress the significance of employing a "spotter" when moving or reversing the RV. The spotter must remain visible in the mirrors of the vehicle and guide the driver.
Incorrect fuel type
Although a rare occurrence, using the wrong fuel can be expensive and lead to significant damage to your engine (driveables). By placing a warning sticker at your fuel tank, adding your fuel type to your listing, and reminding the hirer at handover, owners can reduce the chance of a discrepancy occurring.
Stone chips
Stone chips have the potential to damage the RV, even on sealed roads. To prevent this, install a stone shield on your RV on the front of your vehicle and for those towing, a stone guard at the rear to reduce the chance of chips.