"At HomeExchange, we know that questions about damage and coverage can come up, especially if an exchange does not go as planned. Here's how our guarantees work, and when your own insurance comes into play.
What HomeExchange guarantees cover
HomeExchange guarantees are designed to help with damage caused by your exchange partner during the stay. They can apply to damage resulting from an action on the guest’s part - whether accidental or due to negligence - not to normal wear and tear that may occur during an exchange.
Your own home insurance comes first for your home
Every member is required to carry homeowners’ or renters’ insurance for their own home. If a guest causes major structural damage to your home itself, such as damage to walls, windows, or floors, you should first contact your own home insurer. As a general guide, structural damage of more than €5,000/$5,000 should be reported to your home insurance provider.
Please note that a standard home insurance policy does not usually cover damage to the contents of your home caused by a guest. This is where our HomeExchange guarantees can provide coverage.
What you are responsible for as a guest
If you are the guest and damage occurs, you are responsible for the first €500/$500, and any damage above that amount is where HomeExchange would intervene.
A useful tip: before relying on this, check your personal liability insurance. In many cases, the deductible on your own liability cover is lower than €500/$500, which can work out better for you.
Declaring your exchange dates to your insurer in advance, which is often free, helps make sure your cover applies. Please note that in cases of serious misuse, a guest may be held responsible beyond the €500/$500 deposit. This applies, for example, when damage results from an unauthorized party or from a pet that was brought into the home without the host’s agreement.
How can HomeExchange help you?
If you have followed the process with your home insurance and still need help, HomeExchange may review your claim and offer commercial gestures.
If the damage was caused by serious misuse or malicious behavior, HomeExchange may also seek to recover the amount from the guest responsible for the damage.
To make this possible, it's essential that the host checks the home after each exchange, especially when exchanges follow one another back-to-back, and opens a claim within 10 days of the exchange - before the next guest arrives. If the host is on vacation and unable to carry out the necessary checks within 10 days, they are encouraged to have the home checked by a trusted person.
How to open a claim
If something goes wrong during your exchange, contact our Member Support Team by clicking on “Request Assistance” button in the conversation with your exchange partner. From there you can open a case, describe the issue, and add any supporting photos or documents. We will guide you through the next steps, including what your own insurance should handle and where our guarantees apply.
Reminder: HomeExchange is not an insurance company.
HomeExchange provides a set of guarantees to members as part of the membership. These guarantees are not an insurance policy, and HomeExchange is not an insurer. They exist to support you alongside your own home insurance, not to replace it."