Insurance Terms

Every booking completed through VanHub is automatically covered by insurance up to a maximum of ₹50,000 (Indian Rupees Fifty Thousand) per booking. The insurance covers the following events:

• Property damage — accidental damage to the customer's property caused by the Professional during the service
• Theft or loss — theft of the customer's property by the Professional or during the service window
• Professional no-show — if the booked Professional fails to arrive and no replacement is arranged within 2 hours
• Personal injury — accidental bodily injury to the customer or household members caused directly by the Professional during the service
• Tool/equipment damage — damage to the Professional's tools or equipment caused by the customer or during the service

This insurance does NOT cover:

• Pre-existing damage or defects in the customer's property that existed before the service
• Damage caused by the customer's own negligence, misuse, or failure to follow the Professional's instructions
• Normal wear and tear, gradual deterioration, or inherent vice of the property
• Damage to items of exceptional value (jewelry, artwork, antiques, cash) unless declared and agreed in writing before the booking
• Loss or damage arising from the customer's failure to be present during the service (unless a representative was authorized)
• Incidents occurring outside the booked time slot or at a different address than the one on the booking
• Damage caused by services not booked through VanHub or by unverified third parties
• Consequential losses — loss of income, business interruption, data loss, or emotional distress
• Incidents arising from illegal activities, intoxication, or willful misconduct by either party
• Acts of God — natural disasters, floods, earthquakes, fires not caused by the service

Claims can also be initiated by the Professional for tool/equipment damage or customer-caused property damage at the service location.

To file an insurance claim, follow these steps:

• Report the incident within 48 hours through your VanHub booking dashboard or by calling 1800-VAN-HUB
• Provide a detailed description of the incident — what happened, when, and what was damaged
• Upload photographic or video evidence of the damage within 72 hours
• Provide an estimate from a qualified repair professional for property damage claims
• Cooperate with our investigation team — they may visit the site or request additional documentation
• For theft claims, file a police complaint (FIR) within 24 hours and share the copy with us

If a claim is rejected, the claimant will receive a detailed explanation with the specific policy clause cited. Rejected claims can be appealed within 30 days by writing to claims-appeals@vanhub.pro.

• Acknowledgment — within 24 hours of claim submission
• Initial investigation — completed within 7 working days
• Site visit (if required) — scheduled within 3 working days of investigation start
• Final decision — communicated within 15 working days of receiving all required documentation
• Payout — transferred to the claimant's bank account within 7 working days of approval

Approved claim amounts are transferred directly to the claimant's registered bank account via NEFT/IMPS. For customers, the bank account linked to their VanHub account is used. For professionals, the bank account registered for payouts is used. No cash settlements are made. If the claimant does not have a bank account, alternative arrangements will be made on a case-by-case basis.

Upon payout of a claim, VanHub (and our insurance partner) is subrogated to the claimant's rights to recover the amount from the responsible third party. The claimant agrees to cooperate fully in such recovery efforts, including signing necessary documents and appearing as a witness if required.

Any claim found to be fraudulent, exaggerated, or based on misrepresentation will be rejected immediately. The claimant's VanHub account will be permanently suspended, and we reserve the right to initiate criminal proceedings under applicable Indian law (Section 420 IPC for cheating, Section 463 IPC for forgery). Fraudulent claims also void all pending and future insurance coverage.

For all insurance-related queries and claims: