If something goes wrong during a rental, for example if an item is damaged, returned late, or not returned at all, please contact Hygglo Support as soon as possible. We will help you open a case and guide you through the process.
When to report a case
The lender should contact Support if any of the following occurs:
• The item is returned late, after the agreed rental period
• The item is damaged or faulty when returned
• The item has not been returned at all
• The item is lost or stolen during the rental period
How to submit a claim
To start a claim, contact our Support team through the messenger or by emailing us on info@hygglo.com.
Please include:
• The booking number
• A short description of what happened
The Support team will review your message and provide the accurate link to the claim form for the correct claims handler, depending on where the rental took place and what kind of item is involved.
When filling out the form, you might be asked to submit:
• Photos or videos of the damage
• A description of what happened
• Proof of value, such as a receipt, quote or link
• A police report if theft is suspected
What happens next
Case review: A case manager will review your report and contact you for additional details.
Borrower contact: The borrower might be contacted to confirm the situation or provide additional information relevant to the case.
Resolution: Once all information has been received, the case manager will determine the outcome and any compensation available under your applicable insurance or guarantee.
Most cases are reviewed within a few working days.
Important
Cases should be reported as soon as possible after the issue occurs.
The sooner a case is reported, the easier it is for the claims handler to verify what happened, contact the borrower and gather the necessary documentation. This often leads to a faster and more positive outcome.
Please include all relevant information in your claim report. Information shared with Hygglo Support is not automatically transferred to the claims handler.
Do not submit multiple requests for the same issue. Your dedicated case manager will keep you updated.
Need help
Email: info@hygglo.com
Always include your booking ID for faster assistance.
Frequently Asked Questions
Can I take my vehicle to a repair shop right away, or do I need to wait for instructions from Hygglo?
If your vehicle has been damaged during a rental, you as the lender may take it to a repair shop immediately. This helps us get a clearer understanding of what actually happened and the extent of the damage. In most cases, we encourage this to speed up the claims process.
Please remember to keep documentation from the repair shop, such as diagnostics, photos, and cost estimates, as these are required for the claims case.
Please note that taking the vehicle to a repair shop does not guarantee compensation, as all claims are assessed according to the applicable terms and coverage.
What happens after my claim is submitted?
Once your claim has been submitted, the case handler will contact you directly by email to establish communication. You will assist by providing the requested information and documents needed to manage the claim efficiently. The case handler will keep you informed throughout the process and work towards a fair and timely resolution.
Who handles my claim?
The claims handler depends on your location and the type of item involved. In the Nordic markets, most claims are handled by our insurance partner Omocom. In the United Kingdom, United States and Canada, cases are handled by the Hygglo Resolutions Team.
What can I do to help my case move faster?
Provide all requested information and documents as soon as possible. Clear photos, a decent description and proof of value make it easier for the case manager to verify what happened and reach a decision more quickly.