Information on damage cover and claims
Managing Damage and Protection Requests
What to do if damage has occurred
Understanding Wear And Tear vs. Damage
Tolls, fines, and infringements
Pre and Post Hire checklist Common FAQs
Managing Damage and Protection Requests
Camplify aims to provide a clear and structured experience when an incident occurs. Camplify’s role is to provide the tools to record the condition of the RV, collect and transmit relevant information, and support users through the incident process. Camplify does not decide whether any benefit or payment is made.
How Protection Works
- All owners on the Camplify platform are required to have a protection arrangement in place for their bookings. This may be a separate insurance policy arranged by the owner (BYO Insurance), or MyWay Protect, a discretionary protection product issued by MyWay Mutual Holdings Limited.
- If your protection is provided through MyWay Protect, you should understand that MyWay Protect is not insurance. Members apply for discretionary benefits and assistance. Benefits are provided only at the discretion of the MyWay Mutual Board. Decisions are made in accordance with the MyWay Mutual Constitution. There is no automatic entitlement to payment.
- Camplify Co (Australia) Pty Ltd (ABN 13 603 217 286) distributes MyWay Protect as an Authorised Representative of Regis Licensing Pty Ltd (AFSL 338156).
The Resolution Process
If an incident occurs, the pre-hire and post-hire checklists are completed in the Camplify Owners App. Supporting information such as photos, statements, invoices and reports are submitted through the platform. Camplify may pass this information to the relevant protection provider, being either the owner’s insurer or MyWay protection. The protection provider may independently assess the request in accordance with its policy or the MyWay Protect PDS .
Breakdowns
During a breakdown, the hirer will be instructed to call you so you can assist in getting them back on the road. Camplify users can enjoy peace of mind as all hires are covered by a comprehensive network of nationwide roadside assistance.
Hirer breakdown procedure:
- Ensure safety by removing all occupants from potential hazards.
- Contact Emergency Services (000) if required.
- Inform the owner of their situation so you can assist them further.
- If you are unable to get them back on the road, the hirer can call for roadside assistance by calling Camplify (02 4075 2000, Option 4).
Common reasons for contacting roadside assistance include:
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Assisting with flat batteries
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Tyres requiring repair or changing (never attempt to change a tyre yourself)
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Fixing a small engine problem
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Towing required due to a van fault
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- Once approved, a roadside assistance team member will meet your hirer at the vehicle. They will either fix the problem or suggest a tow to the nearest repairer.
Camplify will assist the hirer with transport and accommodation if required and a member of our team or the hirer will keep you updated on the outcome.
MyWay Protection
MyWay Protect issued by MyWay Mutual Holdings Limited (My Way Mutual), is a purpose-built solution for safe RV sharing in the peer-to-peer market. MyWay Protect also offers protection for personal use of your RV (depending on the membership you choose). Adherence to the pre-hire and post-hire checklists, as well as regular maintenance and safety, are critical to be protected for any on-hire damage.
Critical information:
Protection under MyWay Protect is exclusively available to members of MyWay Mutual Holdings. Membership of MyWay Mutual is subject to its Constitution. Please consider the FSG, PDS and TMD for MyWay Protect to decide whether this product is right for you.
Preventing Damage
Preventing damage is an important step to ensure you have a safe and successful experience with Myway Protection. Screening your hirers for suitability and providing thorough education about your RV at hand-over is the best way to avoid an incident.
For more information please refer to the reducing damage page.
Damage prevention tips
- Keep your listing up-to-date and ensure all weights, licenses, suitable towing vehicles, and towing requirements are accurate.
- Perform regular maintenance.
- List your hiring rules and carefully screen hirers for suitability based on experience and vehicle suitability.
- Communicate openly with your hirer and provide ongoing support throughout their adventure.
- Conduct an in-depth "Handover" process including the pre-hire checklist. Never assume experience and always involve the hirer in setting up and packing away the mechanisms of your RV.
- Prominently display any height restrictions for your RV on a sticker on the dash.
What to do if damage has occurred
If damage occurs during a hire, our priority is the safety of the hirer and the support of our owners. We understand that damage can be upsetting and urge all owners to exercise compassion and understanding.
What support may be available
Where MyWay Protect applies, members may apply for discretionary assistance for incidents including accidental or malicious damage, theft or attempted theft, loss or damage during a booking, towing and recovery, travel interruption support, and other benefits described in the MyWay Mutual PDS. Whether any benefit or assistance is provided, and the amount, is determined solely by the MyWay Mutual Board in accordance with the constitution.
1. Prior to return
- Ensure the hirer is safe and request they call roadside assistance if required.
- Gather as much information as possible from the hirer, including photos and messages.
- Begin sourcing parts or services so you are ready to manage repairs upon the RV's return.
2. Inspect the RV with the hirer
- Greet the hirer: Inquire about their trip and ensure they remain safe.
- Conduct a joint inspection: Look for any visible damage to the interior, exterior, contents, and equipment.
- Stay calm: Gather specific details (who, what, where, when, and how) for your incident report.
3. Reporting Damage
- Determine the path: Decide if the damage is minor (covered by the service fee) or if you require formal assistance. You and the hirer may also choose to settle privately.
- Submit Documentation: Complete the post-hire checklist within 48 hours of return.
If you have MyWay Protect: Camplify will pass your notification to the MyWay Mutual resolution team to begin the review of your request for assistance.
Roadside assistance
Camplify provides all hirers on the Camplify platform with national roadside assistance. Owners must source their own roadside assistance for personal use.
Hirers call 02 4075 2000, Option 4.
Off-road
Camplify Premium Members have the added benefit of facilitating off-road hires.
Owners must agree to the terms and conditions for off-road use and listings must be reviewed by a Camplify team member before being approved.
If you are interested in off-road hires please visit the off-road page before contacting Camplify.
Maintenance
Regular maintenance is essential to ensure the safety of your RV for hire and minimise the risk of breakdowns, which can lead to a negative hiring experience. All owners are required to complete the mandatory 'Annual Safety Checklist.'
This checklist must be filled out during the annual inspection by a licensed mechanic or tradesperson. You must keep the completed checklist on hand and be able to present it to Camplify upon request. Failure to do so may result in the temporary removal of the RV from the platform and a breach of the Camplify Terms Of Service.
Maintenance will vary depending on a larger amount of factors
- Distance travelled
- RV make and model
- Types of trips your RV is being booked on
- Destination and terrain
You must complete regular inspections of your RV to ensure it is safe and compliant for hire.
There are 3 types of inspections required depending on which occurs first:
- Annual inspection - scheduled annually to comply with minimum standards.
- Regular inspection - completed every 15,000km or after a trip where increased wear has suspected.
- Priority safety and mechanical inspection - in the event there is concern about a mechanical failure or safety when operating the RV.
In the event of a damage dispute, where lack of maintenance could be questioned, users will be required to provide evidence of service history.
Understanding Wear and Tear vs. Damage
Wear and tear is a normal part of owning and hiring out an RV. As an owner, it is essential to distinguish between expected deterioration and an actual damage incident when managing your bookings through Camplify.
What is Wear and Tear?
Over an RV’s lifetime, a degree of deterioration is expected due to regular use and aging. This gradual decline in condition is considered "wear and tear."
Important Note for MyWay Mutual Members: Under the MyWay protect PDS, discretionary protection is designed for specific damage incidents. Wear and tear is not eligible for protection.
Is it Wear and Tear or a Damage Incident?
When considering whether to submit a request for assistance via a post hire checklist, ask yourself the following:
- Is it an incident? Was this caused by a single, identifiable event, or did it occur gradually over time?
- Is it minor? Is this a small scuff, a loose hinge, or something that naturally occurs as the RV ages?
- Is it maintenance? Is the issue related to a mechanical failure or a part reaching the end of its natural life?
How to Minimise Wear and Tear
To protect the longevity of your RV and reduce maintenance costs, Camplify recommends:
- Fitting your RV with a stone guard and GPS tracking.
- Ensuring the RV is serviced regularly according to manufacturer guidelines.
- Using the Camplify pre-hire and post-hire checklists to track the condition of your RV over time.
For more detailed examples, please consult our Fair Wear and Tear Guide.
Undetected damage
Undetected damage is damage which a personal or premium Member alleges occurred On-Hire, but the member did not:
- Identify the damage when the RV was returned; or
- Complete the Pre-Hire Checklist; and/or
- Did not complete the Post-Hire Checklist within 48 hours of the return of the RV.
For undetected damage to be treated as On-Hire Damage, the member must establish to our reasonable satisfaction that the damage occurred On- Hire. A member contribution of $3,000 applies to undetected damage.
Allow plenty of time to complete your post-hire checklist to ensure you minimise the risk of undetected damage.
Post-hire charges
- Check for applicable road tolls and daily kilometre allowance overages.
- Notify the team via the post-hire checklist if there are additional charges.
- Decide with the hirer if you would like to settle privately or require Camplify to support you.
Please note that additional fees and charges can't be applied if they were not agreed to as part of the booking.
Tolls, fines, and infringements
You can pass on tolls, fines, and infringements by contacting the hirer to resolve the transfer privately. Many state agencies and organisations have instructions on how to handle these matters and these steps should be followed before contacting Camplify. Our Camplify customer support team can guide you if you require ongoing assistance once the post-hire checklist has been submitted and evidence has been provided.
Public liability insurance
Members who have MyWay Protect are protected for public liability for injury and third party property damage under its legal liability protection (see MyWay PDS for inclusion and exclusions).
BYO Members must take out and maintain with an insurer reasonably acceptable to Camplify, a public liability policy that provides cover for at least $5,000,000 per claim in respect of the use of the RV on hire.
Personal claims
A personal claim is when a Premium Member or Personal Member of MyWay Mutual has damaged their RV when it is not in the possession of a hirer. In this incident, a personal claim can be lodged by completing the Online Notification Form and one of our agents will get back to you with the next steps.
Damage guide
There are four most common and avoidable types of damage that happen during a booking including:
- Awnings
- Damage/collisions when the hirer is parking or moving the RV
- Incorrect fuel type
- Stone chips
Awnings
Camplify RVs typically feature one of three awning types: roll-out, wind-out, or bag awnings. Awnings are not suitable for use in heavy rain or windy conditions and we advise our community to monitor the BOM Weather app. It's essential to include the hirer in the setup and pack down of your awning during a handover to reduce the likelihood of damage. You may also direct them to the Camplify YouTube channel for helpful awning setup and takedown tutorials, or locate the manufacturer's guide online. Camplify advises that both you and your hirer engage in awning setup and pack down during the handover process as they can be costly to replace. This is also equally important when doing a drop-off, as both parties are liable.
Alternatively, if your holidaymakers may be heading to an area with a poor phone signal, you could consider having the hirer record you demonstrating putting the awning up during the handover.
Damage/collisions while maneuvering the RV
To avoid costly and time-consuming repairs, stress the significance of employing a "spotter" when moving or reversing the RV. The spotter must remain visible in the mirrors of the vehicle and guide the driver.
Incorrect fuel type
Although a rare occurrence, using the wrong fuel can be expensive and lead to significant damage to your engine (driveables). By placing a warning sticker at your fuel tank, adding your fuel type to your listing, and reminding the hirer at handover, owners can reduce the chance of a discrepancy occurring.
Stone chips
Stone chips have the potential to damage the RV, even on sealed roads. To prevent this, install a stone shield on your RV on the front of your vehicle and for those towing, a stone guard at the rear to reduce the chance of chips.
Pre and post hire checklist Common FAQs
What do I do if I don't submit the Pre Hire checklist on time? Can I email in photos?
The Pre Hire checklist is a crucial piece of information required by the Camplify
Owner rules, terms and conditions as well as the My Way Mutual PDS to cover your
vehicle for on hire periods.
It is required to be submitted on the first day of hire with photos taken on the same day they are uploaded. If you are unable to complete the checklist for any reason it is important that you contact us on the first day of hire to explain the circumstance. We may, in this case, accept the checklist in email format which must be submitted within 24 hours of contact. If we do not hear from you, and are unable to verify that you have attempted the pre hire checklist, we will not be able to assist with any damages or charges should they arise.
I'm away on holidays and can't do the Post Hire checklist. Can I submit this when I'm back a week later?
The Post Hire Checklist, similar to the Pre Hire, is a crucial document outlining the
damages that have occurred on hire, or any additional charges due to be paid.
The checklist must be submitted within 48 hours of the vehicle’s return, however we
generally recommend completing the checklist with the hirer present to prevent
disputes. If you are unable to complete the checklist within 48 hours, we recommend
that you have a friend or family member inspect the vehicle on your behalf, taking
photos and submitting them to you. The hirer must be aware that this is going to take
place, in this case you may submit the damages via email within the 48 hour period,
but not after.
The hirer returned the Van back late. It was meant to be 12pm and they dropped it at 6pm. Can I charge a late fee?
Camplify’s booking system operates on a calendar day basis, booking for a day is
considered as 12:00am until 11:59pm. As such, owners are required to provide
reasonable accommodation for a hirer to return the vehicle on the final day,
considering travel distance, times and cleaning of the vehicle needing to occur.
Generally a late fee will not be considered if the vehicle was returned late on the
same day it was due to return. If their lateness causes you to be unable to meet them
for handover, you may provide them with a solution to leave the vehicle in a secure
location, locked and with the keys in an accessible but secure location that is not
shared beyond you and the hirer - lockboxes are often used to this effect.
The hirer went off-road. Can I charge them a fee?
Many of the vehicles on the Camplify platform do not permit off-road, and others only
with owner written consent. If you have found that the hirer has gone off-road it is
important to thoroughly inspect the vehicle for any damage that has occurred,
including the chassis of the vehicle and the rooftop. To charge a fee for the action, it
is important that you have a penalty outlined in your hiring rules, as the resolutions
team may be unable to charge the hirer for this action unless you have a clear outline
of what it will cost the hirer if they do so. This also applies to additional kilometres,
cleaning fees, pet fees and any other penalty.
I completed the Post Hire with no damages. I've now found damage a week later, how do I claim?
Unfortunately you are unable to claim this damage against a hirer. As the 48 hour
period has elapsed, Camplify is unable to hold the hirer liable for the damage. You
may submit an undetected damage claim which incurs an excess of $3000 payable
by you as the owner, in which case if the damage repair costs less than this, the
claim will be unable to proceed.