Recap on HPI-Non POC and GP

Which of the following are true ?

• Host Protection Insurance (HPI) protects hosts against third party claims of bodily injury or property damage for incidents that occur during an Airbnb reservations

• Guest Protection allow agent to support our guest by offering up to $ 500 USD per authorised guest.

• HPI provides liability coverage for up to $1,000,000 USD per occurrence in the event of a third-party claim of bodily injury or property damage related to an Airbnb stay

• ALL OF ABOVE

HPI cases, If the host is injured and it's not related to a safety incident, what should you do ?

• Sending email request host provide medical report

• Sending email educate the host we can not assist with your injury.

• Escalate the case to internal

• None of above, not cove in the WF

HPI cases, following an incident, the user states they do not intend to file a host protection insurance claim, but would like Airbnb to take appropriate action to ensure it doesn’t happen again, what is the correct move you should take?

• Escalate to the internal

• Proceed to take the action per request from the user

• Proceed a goodwill payout to comfort the user

• Continue to sending the email request user fill out the HPI form

We also can use HPI to cover the Host reported physical injury as well, T or F

• True

• False

GP case, G report the personal property has been stolen inside the listing during the reso, reso status is ended, after first contact with the host, host deny the incident, what is the case type and what is the most appropriate step you should take for the case?

• Stand case, inform the guest case is closed since host deny the incident

• High friction case, we must request guest to provide us the police report for every single stolen item

• Stand case, we just need to ask guest to provide Original purchase receipt for the reimbursement of the stolen item

• Low friction case, we need to let host clarify the reason of deny.

GP, We offer $500 per guest as long as their name is on the reservation.

• True

• False

HPI case, if the user requests for information about terms of host protection insurance program and host guarantee program, which macro you should apply ?

• ESCALATE :: HOST PROTECTION INSURANCE :: POLICY DOCUMENT

• GENERAL :: POLICIES :: HOST PROTECTION INSURANCE

• GENERAL :: POLICIES :: DIFFERENCE BETWEEN HG AND HPI

• CLAIMS:: HPI:: CLAIM FORM - HOST

HPI case, If the reporter indicates they are unable to submit a Host Protection Insurance claim form themselves after you request them to fill out the HPI form, which macro should apply?

• RESERVATIONS:: INSURANCE CLAIMS:: HOST PROTECTION INSURANCE CLAIMS

• TNS:: PROPERTY SECURITY:: HOST PROTECTION INSURANCE:: HPI CLAIM FORM - HOST

• CLAIMS:: ESCALATION:: HOST PROTECTION INSURANCE - ALLSTATE

• HOST PROTECTION INSURANCE :: MANUAL SUBMISSION

Reso ended, stolen item reported on 2nd July 2019 by guest, before first contact , you found out a ticket actually guest have been involved in a guest protection claim on 26th Dec 2018, and no more other ticket indicates the GP claim, what should you do ?

• Proceed to handle the GP claim as per WF, sending the first contact with guest for the item been stolen.

• Need to escalate immediately to the internal

• Merge this two ticket since both the same GP claim

• Not cover in the WF

If incident reported in the listing during the reso and full fill any of the following criteria, the case will be transfer for HPI, select the most correct one.

• Guest suspects employee of the host (ex: cleaner)

• Guest reports concerns about listing security (no window lock, tricky door)

• Guest reports there are other copies of the key or knows the door code

• Guest reports damage to property occurred due to an issue with the listing (ex: AC leaked onto laptop)

• ALL OF THE ABOVE