What is a claim?
When you have Rhino’s Security Deposit Insurance, you won't have to provide a cash security deposit. However, if there's excessive wear and tear to the rental unit or unpaid rent or other fees that you're responsible for according to your lease, you will still be held accountable. In such cases, your landlord or property manager will submit a claim to Rhino, along with necessary documentation. If the claim is accepted, Rhino will pay the approved amount to your landlord or property manager and recover the money from you as outlined in the Tenant Acknowledgement Agreement.
How will I know if there is a claim filed against me?
If a claim is filed and found to be valid, Rhino will reach out to you via email with your claim details, including the amount due and a link to view your payment options.
You can also login to your Rhino account to see your claim details, add your payment method, and select a payment plan.
If you have questions about your claim, you can work with our recovery team at recovery@sayrhino.com.
Why do I have to reimburse the claim if I have made monthly payments to Rhino?
We thank you for being a Rhino customer. However, your premium payment(s) do not cover the cost for approved claim(s), or relieve you of any of your lease obligations. Renters agree to reimburse Rhino when they agree to the Tenant Acknowledgement Agreement.
Rhino’s Security Deposit Insurance is an alternative to a traditional cash security deposit replacement that allows you to make a more affordable premium payment instead of paying a large cash security deposit. The premium payment(s) you make secure your lease and keep your policy active in the event your landlord files a claim for damages or non-payment of rent. Once the claim has been reviewed, Rhino approves and pays the claim, subject to the coverage amount available on the policy. Renters are then responsible for reimbursing Rhino for the approved claim amount.
How do I dispute the claim(s) filed on my policy?
Our licensed claims adjusters approve claims based on the terms of your lease and supporting documentation provided by your landlord or property manager. If you believe that the claim should not have been approved, please reach out to us at recovery@sayrhino.com with the following information:
- A statement providing specific details of your dispute. Please be as thorough as possible.
- Supporting documents, such as photos, videos, emails, text messages, invoices, etc.
- Please propose a reasonable amount to settle the balance if you believe you are not responsible for the full amount.
Be sure to include your claim number and/or policy number in the email heading.
How does the dispute process work?
- The renter files a formal dispute with supporting documentation to recovery@sayrhino.com
- A recovery specialist reviews the dispute and determines if the claim is valid
- The renter will receive an email back after the review is complete and a resolution (or decision) has been rendered.
*Note that disputes submitted without supporting documentation may take longer to review
Do I still owe the claim if I already paid my property management directly?
If you believe you have already settled this balance with your landlord, please let your landlord and Rhino know as soon as possible with proof of payment. It is always best to settle any obligation directly with your landlord, so they do not result in claims against your Rhino policy.
Why do I owe Rhino and the property management?
We recommend that you contact your landlord directly to obtain more information about balances owed to them as soon as possible. Any charges that were on your final account statement should have been provided to you by your landlord upon move-out.
It's important to keep in mind that your Rhino policy has a coverage limit. This means that if your statement balance exceeds the policy limit, you may still owe a balance to your landlord.