General liability responds to claims for bodily injury to a person other than the sitter, dog walker, pet owner, or someone directly related to the pet owner, sitter, or dog walker.
This also responds to claims for pet owner's property damage that occurs as a result of a sitter or dog walker's services.
Have a question about filing a claim? We're here to help.
How do I know if I'm eligible to file a claim?
To qualify, the stay or walk related to the claim must have been booked on Rover.com.
Premium insurance acts as a supplemental insurance, so your first step should be to file a claim with your personal pet or homeowners' insurance.
What costs aren't covered?
To be covered, the value of a claim must exceed $250.
If you submit a claim that ends up being covered, you agree to reimburse or pay Rover $250 (you won't need to reimburse or pay more than $250).
Additionally, Rover may agree to voluntarily reimburse for events that aren't covered by insurance.
You won't need to reimburse or pay more than $250 for a voluntarily reimbursed incident.
How do I submit a claim?
Contact our Trust & Safety team at 888-727-1140 or firstname.lastname@example.org.
We'll guide you through the claims process.
Keep in mind we must be notified within 48 hours of the end of the booked stay or walk.
Any veterinary notes and invoices will be evaluated to determine if the incident is the direct result of care provided during a Rover stay or walk.
For all claims, we'll reach out to everyone involved to gather as much information as possible.
These documents will play a key role in the eligibility process.
What do I need to submit with an injury claim?
Make sure to submit:
- all veterinary treatment notes and invoices from a board-certified practicing veterinarian
- a timeline of expected care if additional treatment is needed
- any photos, additional receipts, and relevant documents
All documentation must be submitted within seven days of the injury.
Once we've received these documents, the insurance company or Rover may review to determine eligibility.
Should we have additional questions, we may follow up with either party.
You can find more information on our deductible by visiting our Terms of Service (see Section 8.2 B).
Please note, we may require you to communicate your concerns to Animal Control.
What do I need to submit with a property claim?
As long as the booking was made on Rover.com, property damage to the pet owner's own personal property caused by a Rover sitter or dog walker is eligible for claim evaluation.
Please provide all documentation, including:
- a completed property damage claim form
Please note, we may require you to provide proof of claim submission with your homeowners insurance, or a documented police report to move forward with a claim.
How long does the claims process take?
The claims process may vary.
We'll work as quickly as possible with hopes of resolving all claims within 14 days of receiving all relative documentation.
If I file a claim, am I eligible for a refund?
Rover recommends that owners and sitters work together when requesting a refund.
Before filing a claim, try contacting the other party through your Rover inbox.
What's not covered by premium insurance?
- Fleas, ticks, or parasites
- Breed-specific or preexisting conditions
- Illness such as Bordetella, Leptospirosis, Canine influenza, etc.
- Long-term reimbursement past allotted 30 days of coverage
- Property damage by an owner's dog in an owner's home
- Other limitations may apply.
You can find more information on what qualifies for eligibility by reviewing our Terms of Service (see Section 8.2 C & D).
What happens to my account if I file a claim?
We're here for both owners and sitters, and we take concerns from both parties seriously.
Safety is our top priority, and results of filing a claim range from coaching to removal from the platform.
We'll always do our best to come to a fair resolution.