Claims Best Practices

Binding a Policy

Before sending an invitation:

• Screen each resident through income validation and a credit check — documentation may be requested during the claims process
• Confirm the resident has no prior default and a $0 balance
• Verify all policy details align with the lease, including expiration date and property address
• Confirm the policyholder is a named and signed party to the Lease Agreement

Note: Rhino + Jetty screens each applicant independently — this is separate from your decision to extend a lease offer.  

Reporting Window: 

Claims must be submitted 60 days of the earlier of: 

• Lease termination
• Resident vacancy 
• Coverage expiration 

Note: If a resident vacates before the coverage expiration date, the 60-day window begins at vacancy — not coverage expiration. The policy file in Portal will not update automatically to reflect this.

Example: A policy is set to expire December 31, 2025, but the resident vacates July 31, 2025. The 60-day reporting window begins July 31, 2025.

Notes: 

• The 60-day window is for claims reporting only — losses incurred after policy expiration are not eligible for coverage.
• Rent is considered late after the 30th of the month. Loss of rent claims submitted before the 30th may be withdrawn.

Requirements: 

• Notify your resident of any outstanding balance and give them an opportunity to pay before submitting a claim
• Do not submit a new (duplicate) claim if your claim is withdrawn — reply to the original claim email or contact our claims support team to request it be reopened
• If legal delays apply (e.g., pending eviction), submit and immediately withdraw the claim to preserve your right to file. Leave a note explaining your intent to pause
• All damage-related costs must be filed under a single Excessive Wear & Tear claim

Required Documentation

Lease Agreement:

• Must include all pages, signed and dated by the policyholder. Dates must align with the policy.

Subsequent Agreements: 

• All addendums, renewal agreements, settlement agreements, etc.

Account Ledger:

• Must be dated from move-in. Include all running charges and payments — the balance should align with the claim amount.

Photographs (EWT):

• Each charge must have a corresponding photo clearly showing the damage. Blurry or distant images may not be accepted.

Invoices and/or estimates (EWT):

• Must include company name, date, description of work, and cost breakdown. Estimates are acceptable if work hasn't been completed, but final invoices may be requested later.

Additional Documentation

You may be asked to provide the following depending on your claim type:

Renter Notification: 

• Documentation confirming your resident was made aware of the balance and charges within the timeframe required by the lease and/or applicable law.

Additional Damage Supports: 

• Move-out inspection forms, work orders, etc.

Loss Mitigation Supports: 

• Documentation of good faith efforts to mitigate loss — including eviction filings, legal communication, and history of communication with your resident regarding late charges.

Tenant Screening Supports:

• Documentation of tenant screening and approval prior to enrollment.

Re-Renting Supports: 

• Documentation of attempts to re-rent the unit each month — including active listing links, date posted, and other re-renting activity.

Lease Abandonment 

• If a resident vacates before the end of the Lease Agreement, you are required to make a good faith effort to re-rent the unit as soon as practical.

Note: Accelerated rent is not a covered loss. Claims must be filed each month as losses are incurred.

Renter in Default

If a resident stops paying rent while still occupying the unit, take timely action to commence eviction proceedings or a standard rent collection process.

Note: Do not delay eviction proceedings because of coverage under the policy — failure to act could reduce the amount of expenses eligible to be paid.

Policy Cancellation

• If a resident initiates an early cancellation that is approved — either by your team or auto-approved due to no response — the policy's expiration date will adjust accordingly
• Exercise caution before approving early cancellations, as doing so may impact future coverage eligibility
• If you have a claim to file, do not approve a policy cancellation

Renewals

A resident is not eligible for a Rhino + Jetty renewal policy if there is:

• Any unpaid policy premium
• Prior claim submissions
• Any instance of default during the lease term

If a resident wants to renew their lease but is not eligible for a renewal policy — or elects not to renew — secure a cash security deposit.

Bond Coverage Extension

In certain circumstances, coverage may extend up to 60 days after a policy’s expiration. 

If your resident renewed their lease but did not renew their Rhino + Jetty policy:

• Ask your resident to renew their policy through their Rhino + Jetty portal. 
• If they decline, consider collecting a cash security deposit. 
• If neither is possible and your resident is not in default, you may have coverage under Rhino + Jetty’s Bond Coverage Extension — claims must be filed within 60 days of the original policy expiration. 

If your resident is holding over with no active lease or Rhino + Jetty policy:

• Contact your resident to determine if a new lease and policy are appropriate
• If they decline, follow your organization’s holdover procedures
• If your resident remains in bad standing, you may have coverage under Rhino + Jetty’s Tenant Holdover provision — claims must be filed within 60 days of the original policy expiration. 

Policy Exclusions & Coverage

The policy excludes (but is not limited to) the following:

• Normal wear and tear
• Damages not eligible to be withheld from a cash security deposit
• Furnished property and tenant personal property damage
• Turnover costs
• Lease agreements deemed invalid or unenforceable
• Any prior loss or condition known at time of enrollment

Note: Rhino + Jetty is the sole arbiter and decision-maker on whether a claim is covered. Coverage may differ from your resident's obligations under the lease agreement.

Returning Claim Payments

If your resident repays you for a loss that Rhino + Jetty previously covered, you are required to reimburse Rhino + jetty within 30 days of receiving that payment. Returned payments will be added back to the available coverage limit for future claims. 

Please include the corresponding claim number or policy number in the memo to ensure the payment is reconciled properly and the coverage limit is restored. 

Payments can be returned via check or ACH transfer. 

• Check (mail to): Rhino Labs P.O. Box 736819 Dallas, TX 75373-6819
• ACH: Contact your account representative for instructions

Subrogation

Rhino + Jetty reserves full subrogation rights against residents for any loss paid under the policy.

If a resident disputes a claim by submitting supporting documentation and Rhino + Jetty determines the resident is not responsible, Rhino + Jetty may deny the claim or waive subrogation. In that case, you may be required to refund any amount already paid.