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OTA Booking – Claim Handling Guidelines

For any OTA booking (e.g. Trip, Klook), all claims (accident, damage, refuel, etc.) must be collected from the customer immediately.

This should be done:

  • During the incident, or

  • Before the rental ends

Hosts must not simply decide the claim amount.

If there is a claim:

  • The amount must be reasonable based on actual cost or estimation

  • Host must inform Hub Management and get immediate approval before charging

Host must provide the following details:

  • Booking Number:

  • Case: (e.g. accident, damage, refuel)

  • Amount (RM):

  • Attached image proof: (photo of damage, receipt, etc.)

Hosts should:

  • Explain the charge clearly to the customer

  • Collect payment on the spot after approval

If the customer bought insurance via OTA:

  • The customer claims by themselves with OTA/provider

  • Hosts do not wait for insurance

This helps to:

  • Avoid overcharging

  • Reduce disputes

  • Prevent unpaid claims after rental ends

Driveo Team
14 Apr 2026 2:13 AM
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