What am I responsible for when a claim is filed on my Rhino policy?
What is a claim?
With Rhino + Jetty Security Deposit Alternative, you don’t pay a traditional cash security deposit. However you are still responsible for:
- Excessive wear and tear
- Unpaid rent
- Other fees outlined in your lease
If any of these occur, your property manager can submit a claim with supporting documentation. If approved, Rhino+Jetty pays the amount to your property manager and recovers it from you as outlined in your Tenant Acknowledgement Agreement.
How will I know if a claim has been filed against me?
If a claim is filed and found valid, we will reach out via email with:
- The amount due
- A link to your payment options
You can also log in at sayrhino.com to view claim details, add a payment method, and select a payment plan.
For questions, contact our recovery team at recovery@sayrhino.com.
Why do I have to reimburse the claim if I've been making payments on my policy?
Your premium payments secure your lease and keep your policy active — they do not cover approved claims or relieve you of your lease obligations. For more information on how the Security Deposit Alternative works, please refer to: "What is Rhino + Jetty's Security Deposit Alternative?" article.
If your property manager files a claim, we review and pay the approved amount up to your coverage limit. You are then responsible for reimbursing us for that amount, as agreed to in your Tenant Acknowledgement Agreement.
How do I Dispute a Claim?
Email us at recovery@sayrhino.com — please include your claim number and/or policy number in the same subject line:
- A thorough statement explaining your dispute.
- Supporting documents such as photos, videos, emails, text messages, or invoices.
- A proposed settlement amount if you believe you are not responsible for the full amount
Note: Disputes submitted without supporting documentation may take longer to review.
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How the Dispute Process Works:
- After you submit your dispute with supporting documentation to recovery@sayrhino.com.
- Our licensed claims adjuster will review and determine if the claim is valid.
- You will receive an email once a resolution has been reached.
Do I still owe the claim if I already paid my property manager directly?
If you believe you have already settled this balance, notify both your property manager and us as soon as possible with proof of payment. It is always best to settle any obligation directly with your property manager to prevent a claim from being filed against your Rhino + Jetty policy.
Why do I owe both Rhino + Jetty and my property manager?
Contact your property manager directly to clarify any outstanding balances. Any charges should have been provided to you on your final account statement at move-out.
Please note: your policy has a coverage limit. If your balance exceeds that limit, you may still owe a remaining amount directly to your property manager.