Access to the CSA eClaims Portal is only available within your account if you have elected to offer Property Damage Protection (PDP) under the Damage Protection section within your Rates tab. Also, your guest must have purchased the Property Damage Protection product to be insured.  This convenient, self-service feature allows you to file a claim, communicate with CSA agents directly, and track the progress of your claim.

On the day of your guests' check-out, a Claim Damage link will become available under the Damage Protection section in the conversation view. The conversation view will also display an alert reminding you the guest has checked out. Please follow the instructions below if you need to continue and file a claim against the damage policy.
  1. Log in to your account.
  2. Click on the Inbox icon in the left navigation menu
  3. Click on the desired post stay reservation to open the conversation.
  4. Scroll down to the Damage Protection section.
  5. Click Claim Damage.
  6. Click Go to CSA eClaims. You are directed to the CSA eClaims landing page which provides information about what to expect during the eClaims process.
  7. Click OK Let's Go to continue.
  8. Once you have completed the claim form, click Submit. Please note, you and your guest will receive an automatic email from CSA with the damage claim information.
After you have successfully filled out and submitted your claim, you will be able to track the status from the Damage Protection section. The different statuses are:
  • Submitted
  • In Review
  • Complete
The submitted eClaim form will display all of the information and documents initially submitted. You can upload additional documents and send followup messages to the CSA claim agent if needed.

If you need to edit or cancel a claim that has previously been submitted, we recommend that you contact CSA about your current claim by using the "Message" feature in the eClaim Portal. Your message will go directly to a CSA agent who is handling your claim. You can also refer to CSA's website for a list of frequently asked questions. If you prefer to talk to an agent in person, they can be reached at (888) 501-3025.

Please note, if you currently have the automatic refundable damage deposit feature enabled, a pending claim will cause the automatic refund schedule to go into a dormant state. That is, nothing more “automatic” will happen in regards to the deposit. After the final decision is made on the eClaim, the actions drop-down menu will be presented again, allowing for a manual refund.

CSA does generally try to be very expedient with eClaims. 14 business days is a reasonable expectation from the time of complete submission of all required documentation to CSA. It could take longer depending on the claim amount and nature of the damages. You can check the status of your claim through the eClaims system.