Submit a CSA damage claim

If you’ve elected to offer Property Damage Protection (PDP) and your guest purchased the protection, you’ll have access in your account to the Generali or CSA eClaims Portal. You can file a claim, communicate with Generali agents directly, and track the claim progress from your account.

On check-out day in your conversation view, an alert will display reminding you a guest checked out and a Claim Damage link will become available under Damage Protection.

File a claim

Select Inbox.

Select the post-stay booking to open the conversation. You can use the All Messages drop-down menu to filter your conversations.

Go to the Damage protection section and select Damage protection.

Select File CSA claim.

Select Go to CSA eClaims. The eClaims landing page opens with information about what to expect during the eClaims process.

Complete the claim form and select Submit. You and your guest will receive an automatic email from Generali with the damage claim information.

It generally takes about 14 business days to complete the submission of all required documentation to Generali/CSA.

Track claim status

After you’ve submitted your claim, you can track the status from the Damage protection section. The different statuses are:

Submitted

In Review
Complete

Refundable damage deposits and pending claims

If you currently have the automatic refundable damage deposit feature enabled, a pending claim will stop the automatic refund schedule. This means the deposit won't be automatically refunded. After the final decision is made on the eClaim, you can issue a manual refund from the Payment schedule section in your conversation with that guest.