If something goes wrong during a rental — for example if an item is damaged, lost, stolen, or not returned at all — please contact Hygglo Support as soon as possible.

We will help you open a case and send you the correct claim form link. The correct form depends on where the rental took place and what type of item was rented.

When to report a case

The lender should contact Hygglo Support if any of the following happens:

The item is damaged or faulty when returned
The item has not been returned
The item is lost or stolen during the rental period

Claims can only be assessed for rentals handled through Hygglo and according to Hygglo’s terms. Always make sure the case is linked to the booking where the issue occurred.

How to start a claim

To start a claim, contact Hygglo Support through the messenger or by emailing us at info@hygglo.com.

Please include:

The booking number
A short description of the issue

Hygglo Support will review your message and send you the correct claim form link. You will need to submit the claim through that form so the case can be assessed by the correct claims handler.

Important: Information shared with Hygglo Support is not automatically transferred to the claims handler. Make sure to include all relevant details and documentation directly in the claim form.

What to include in the claim form

When filling out the claim form, you may be asked to provide:

Photos or videos of the damage
A description of what happened
Proof of the item’s value, such as a receipt, quote, invoice, or product link
A repair quote or diagnostic report, if available
A police report, if theft is suspected

If you do not have all documentation ready when you submit the claim, include as much information as possible. The claims handler may ask for additional documents later.

What happens next?

Once the claim has been submitted:

The claims handler reviews the report and documentation.
The borrower may be contacted to confirm what happened or provide additional information.
The claims handler assesses the case according to the applicable insurance or guarantee terms.
You will be contacted with the next steps or decision.

Most cases are reviewed within a few working days, but the timeline can vary depending on the type of case and whether additional documentation is needed.

Important things to remember

Report the issue as soon as possible after you become aware of it.
Always include the booking number when contacting Support.
Do not submit multiple requests for the same issue.
Keep all relevant documentation, including photos, messages, quotes, invoices, and repair reports.
Compensation is not guaranteed. All claims are assessed according to the applicable insurance or guarantee terms.
The applicable protection depends on the country, item type, rental details, and Hygglo’s terms.

Frequently asked questions

Can I mark the rental as returned if the item is damaged?

Yes. If the item has been returned, you can mark the rental as returned.

This does not replace reporting the damage. Document the condition of the item immediately, inform the borrower about the damage, and contact Hygglo Support with the booking number.

Can I take the item to a repair shop or repairer before the claim is approved?

In many cases, it can be helpful to get a repair quote, diagnostic report, or damage assessment from a repair shop or repairer. This can help document the extent of the damage and the expected cost.

Keep all documentation, such as photos, reports, quotes, and invoices.

Repair costs are not automatically covered. The claim still needs to be assessed according to the applicable insurance or guarantee terms.

Can I add more documentation after submitting the claim?

Yes. If you receive additional documentation after submitting the claim, such as a repair quote, invoice, or police report, you can share it with the claims handler when they contact you.

Do I need a police report?

A police report is usually needed if the item has been stolen or if theft is suspected.

For damage cases, a police report is normally not required unless the claims handler specifically asks for one.

Who handles my claim?

Who handles the claim depends on where the rental took place and what type of item is involved.

In the Nordic markets, most cases 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?

Submit the requested information and documentation as soon as possible.

Clear photos, a good description of what happened, and documentation of value or repair cost make it easier for the claims handler to assess the case and reach a decision faster.