As others have said it’s how insurance works, THS are not an insurance company and it will have been outsourced and the agreement for a claim will include the deduction of $150 which I expect is in the small print. I am afraid as others have said you will not be able to recover it from the sitter. Raise a dispute and let THS investigate. I think you will have to write it off to experience and maybe go for an older sitter who is perhaps less likely to have someone coming to stay the night or be naked in the garden! Or pay for a local sitter but I expect it will be more than $150
Thank you - this is very helpful. I have requested a Member Dispute and awaiting a response.
They will ask for the following in support of your dispute - so you can get this information ready -
email the Membership Services department at support@trustedhousesitters.com stating your membership ID number,
a detailed explanation of your complaint and include any relevant evidence that you may have.
Supporting evidence we will accept:
- Time and date stamped photos
- Time and date stamped videos
- Screenshot of email, texts and any other messages on our platform that is in relation to the sit (it must be a full thread conversation, not one message screenshots)
- Police/Crime Reports
Thanks I provided all of that and a detailed account as part of my claim already.
@car have you heard back from THS about the outcome of the member dispute that you raised ( which is dealt with separately to the cancellation claim )
Did they ask you for this information again or were they able to use the information that you had already sent for your cancellation claim .
Amen our HO cancelled our sit just nine days before the dates, we were able to use insurance to cover the cost of hotels for those nights but had to cover the excess or deductible ourselves too. It was not our fault. It’s how insurance rolls… our HO went on to advertise and continue with further sits despite cancelling because they didn’t feel like going away after all. There was absolutely no consequence to them. I understand your frustration.
Did you raise a member dispute about the cancellation? THS won’t act on cancellations unless they are informed by the sitter raising a member dispute .
Thank you - this is the primary point I have been trying to express, but I guess noone agrees.
I understand how insurance works, but if TH is offering the platform as their business model, then let’s make sure that the policies and protections in place actually make sense when it comes to who is in the wrong and therefore, who is being held accountable. I have no misunderstandings about how insurance works.
My issue is with how TH has structured insurance and accountability on their platform. Cancellations within a certain window from either party needs to be managed better. Thank you for your comment.
Yes I have raised a member dispute and TH has been slow to respond. They were also very clear that they would not reimburse for the $150 out of pocket I had to pay for the insurance deductible.
And I notice that the Sitter’s profile is still live and accepting applications.
@car what was THS decision re the member dispute that you raised ?