Filing and Managing Claims with Jetty

1. Getting Into the Partner Portal

Where to go: All claims activity happens at partner.jetty.com.

Who can access it: Anyone on your property's claims team with a work email address under your property's (parent company's) domain — not a property- or community-specific email.

Signing up for the first time

1. Go to partner.jetty.com and select "Sign up."
2. Enter your corporate-affiliated work email address (check your welcome email from Jetty if you're not sure which address to use).
3. You'll receive a one-time passcode by email — enter it to finish signing in.

Logging in after that

• If your last one-time passcode is still valid and you haven't logged out, you'll be signed in automatically.
• Otherwise, a new passcode will be emailed to you to complete login.

Trouble signing up or requesting access?

Email partners@jetty.com and the team will help you get access as quickly as possible.

Didn't receive your one-time passcode?

• Check your spam/junk folder — it comes from claims@jetty.com with the subject line "Welcome to Jetty Partner Claims Portal."
• If it's not there, ask your IT department to confirm the email isn't being blocked or held.
• Still nothing? Email partners@jetty.com for help.

Portal won't load?

1. Double-check you're going to the correct URL: partner.jetty.com.
2. Confirm you have a stable internet connection and try refreshing.
3. Try loading the site on your phone using mobile data (not Wi-Fi).

• Loads on phone but not computer: likely a Wi-Fi/network, firewall, or computer-specific issue — contact your IT team.
• Doesn't load on phone with mobile data either: the portal itself may be down — email partners@jetty.com so the team can investigate.

2. The Express Form (for PMS-Integrated Partners)

What it is: The Express Form automatically pulls your claim data and required documents directly from your property management system (PMS), making claims faster and more accurate. You can still review, edit, or add details before submitting.

Who has access: Only select Partners whose PMS is integrated with Jetty currently have this experience, and access is expanding over time. To check whether your property qualifies, email claims@jetty.com.

Getting to the form

Log in to the Partner Portal, then either:

• Select "Submit a Claim" from the left-hand menu, or
• Click "File a Claim" directly from the main screen.

What gets pulled in automatically

• Lease Agreement
• Final Account Statement
• Proof of 1st-party recovery (if applicable)
• Additional supporting documents/images (if applicable)

If prefilled information looks wrong

1. First, verify you entered the correct Certificate ID — this is the most common cause.
2. If the Certificate ID is correct but the details still look off, click into the field and manually correct it before submitting.
3. Still having issues, or information consistently comes in wrong? Email claims@jetty.com.

3. The Certificate ID

The Jetty Deposit Certificate ID lets Jetty locate the correct renter's policy and, for Express Form users, auto-populate the claim details — speeding up the whole process.

Where to find it: In the renter's Jetty Deposit bond/tenant agreement document, labeled "Certificate ID." Copy and paste it directly into the form.

Correct format: JTY-XXXX-YYYYYYYY (dashes included). If you see a different format like JTY-SD-XXXX-YYYYYYYY, that is not the correct Certificate ID.

Common Certificate ID errors and fixes

4. Required Documents

Automatically pulled (Express Form)

• Lease Agreement
• Final Account Statement
• Proof of 1st-party recovery (if applicable)
• Additional invoices/images for damages (if applicable)

Why the complete Lease Agreement matters

It's official proof of the resident's rental terms and confirms the name and details on the lease match the Jetty Deposit bond (rent amount, lease duration, responsibilities). This resolves discrepancies and speeds up processing.

Why the Final Statement Agreement matters

It shows a detailed breakdown of the resident's outstanding balance at lease-end (unpaid rent, fees, damages), letting Jetty verify the claimed amount matches the lease obligations.

Examples of additional supporting documents you may need

• Additional lease documents (roommate release, pet addendum, etc.)
• Detailed invoices (e.g., "Pet Stain on Carpet," "Replacement of Broken Window") or photos of damages
• Correspondence with the tenant about the balance owed or disputed items
• Anything else that helps Jetty process the claim faster (e.g., eviction documents)

5. Recovery & Collections Questions on the Claim Form

You'll be asked two related questions when filing a claim — here's why, and how to answer them correctly.

"Have you attempted to recover the balance from the resident?"

This is a required step before filing. Jetty only accepts claims after you've made a reasonable effort to collect the balance directly from the resident. If you haven't tried yet, do so first — filing before attempting recovery will delay your claim.

"Has the balance been sent to a collections agency?"

This helps Jetty avoid duplicate collection efforts and properly sequence the claims process. Recommended order of operations:

1. Attempt 1st-party (self) recovery from the resident.
2. If unpaid, file a claim with Jetty for the amount up to the bond limit.
3. Once Jetty pays out, if a balance remains above the bond limit, you may send only that remaining amount to a third-party collections vendor.

Example: Resident owes $3,000, and the Jetty Deposit bond is $1,000. Jetty pays the $1,000, and you may send the remaining $2,000 to collections.

6. Submitting Your Claim & What Happens Next

"Submission pending" message

This means your form passed validation, but a system issue temporarily delayed submission. Check your email for a "submission pending" notification — no action is needed. You'll get a confirmation email once processing begins. Questions in the meantime can go directly to that confirmation email thread.

Once your claim is successfully submitted

• You'll receive a confirmation email with a claim number.
• Once Jetty finishes processing, you'll get an email confirming payment has been issued — typically within 5–7 business days of receipt.

Payment timing

Once Jetty completes its in-house review, expect a check within 5–10 business days. Make sure the address entered on the claim form is where you want the check sent — use the corporate office address if checks should go there rather than to the individual property.

Does Jetty pay the full bond amount, and take a cut?

Jetty reviews and decides claims according to the bond contract language. There is no collections fee deducted, and you don't have to wait for the resident to repay you first.

7. Tracking & Managing Claims

Once claims are submitted, the Partner Portal's claims management dashboard gives you:

• Daily status updates on all your claims (pending and paid-out)
• Advanced filtering by Claim Number, Claim Status, Claim Paid Date, and more — with the option to download any view as a CSV
• Full visibility into every claim submitted from your property, so your team can quickly find what they need

Quick Reference: Common Errors