Hi, I am new to the forum. I have used the platform multiple times and had great experiences but my most recent sitter cancelled on me and it was a nightmare. I am trying to find helpful advice or insight if anyone had dealt directily with trusted housesitters customer service. I pay for a premium membership incase the worst should happen and it did, but I did not read the “fine print” that you must submit a claim within 24 hours which I think is ridiculous because in those first few days all I was concerend about was finding care for my pets while halfway around the world. Anyways long story short I get home and submit my claim and they have denied it due to timing.
Welcome to forum @Tessa !
Topics on forum regarding premium membership has mostly been the sitters premium, but it is similar in many ways. So it would be so that one has to follow the step by step instructions closely in order to claim.
The 24 hour rule would probably be because THS should be able to relist your sit so that other sitters can apply and thereby make a payment on the premium unneccessary. That would be similar to insurance terms that one is obliged to limit the loss.
Sorry you didn’t get the claim through this time, but on the other hand you are better prepared next time. Hope you won’t need the premium, though. 
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I believe you just have to contact THS within 24 hours of the cancellation. As a sitter, that was the case when I had a claim. I contacted them and then they sent me an email with additional info on how to file a claim. I couldn’t actually submit the claim until I had the receipt for the alternative accommodation.
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@Tessa, sorry to hear of cancellation. @Garfield is spot on - most comments on THS Forum re cancellations seem to be from housesitters. THS does not publish data on the number of sit cancellations or any data breakout (eg pet parent vs housesitter cancellation, timeline before sit, percentage eligible for insurance).
But a key takeaway from other threads is that THS Sit Cancellation Insurance - at least from premium sitter perspective - has notable quirks. Probably only a modest subset of cancellations may be eligible under policy coverage terms. It seems credibly likely that the same principle also applies to pet parent perspective.
Suggest read terms carefully.
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Yes that makes sense if the sitter cancelled before departure. How are you supposed to find a qualified sitter within a 24 hour time frame if your pets have been somewhat abandoned!
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The T&Cs say notify THS of the sit being cancelled within 24 hours .
I assume that you did notify them when sitter left mid sit so they should have a record of that .
Go back to them with a copy of the e-mail you sent or if you called the 24/7 Urgent Support phone line calls are recorded so again they will have a record . If it was through live chat you can ask for a transcript . So as long as you notified them within 24 hours of the sitter cancelling you should be able to submit a claim later when you have the receipts.
Some other reasons why a host’s claim might not be paid is if the sitter left because there were more animals / responsibilities than in the listing . Pets behaviour or medical conditions were not disclosed , the property was unliveable, or if there were third parties staying at the sit or internal cameras .
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