In the event of an Incident, Camplify’s role is to manage the excess, apply the Owners and Hirers Terms and Conditions and review all the evidence relating to the booking.
In order to determine responsibility for damage Camplify will review multiple forms of evidence; this includes but is not limited to: pre-hire checklist, post-hire checklist, GPS data, text conversations, messages on the platform and statements from mechanics.
Once Camplify has determined the excess management process, and if there are any breaches to the rental contract, then all claims handling and settlement services will be conducted by the underwriter of our fleet policy or the applicable Insurer.
Any disputes between members will be handled either by Camplify's dispute resolution team, or where necessary, the insurer.
Camplify Dispute Resolution
The Camplify Complaints and Member Dispute Resolution Policy is available on Camplify’s website at: https://www.camplify.com.au/dispute-resolution
Your concern will be investigated by an officer with full authority to deal with the complaint and Camplify will inform you of the outcome within 15 working days of receiving the complaint.
Insurer Dispute Resolution
Camplify's fleet policy is underwritten by Rentsure (CGU) who have a complaints and dispute resolution procedure that undertakes to provide an answer to your complaint within 15 working days.
If you would like to make a complaint or access Rentsure’s internal dispute resolution service please contact your nearest CGU office and ask to speak to a dispute resolution specialist.
If you are not happy with Rentsure’s answer, or they have taken more than 15 working days to respond, you may be able to access the services of an independent external dispute resolution body approved by ASIC called the Australian Financial Complaints Authority (AFCA).
The AFCA resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. CGU is bound by the determination of the AFCA but the determination is not binding on you.
The AFCA contact details are as follows:
The Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
General Inquiries: 1800 931 678