Claims SLA: What to Expect
The claim workspace shows the report, evidence, eligibility, response, decision, appeal, and payment state in one record.
Prelaunch: Live trips and claims are not open yet. The targets below reflect the current launch configuration and are operational targets, not guaranteed resolution times.
Report deadline
A host can open a damage report while a trip is in progress or awaiting checkout and during the configured 24-hour period after checkout. Use the exact deadline shown on the trip. Once that server-enforced window closes, a new report is no longer accepted through the normal flow.
Eligibility target
The current public configuration sets an eligibility-review target of 3 business days. This is the first coverage and evidence review, not a promise that the complete repair amount or final claim will be resolved within three days.
Evidence, estimate, and response dates
A claim can require:
- Before-and-after vehicle evidence
- Incident details and supporting documents
- A repair estimate
- A response or additional evidence from the guest
When one of these items is requested, the claim workspace shows the applicable due date. The current operations workflow records estimate and response deadlines on the individual claim rather than publishing one universal final-resolution deadline.
Decision
The decision can be approved, partially approved, denied, resolved directly between the parties, or otherwise closed according to the claim record and applicable terms. Timing varies with evidence completeness, repair complexity, third-party documents, and whether either party needs to respond.
The check-in record is important, but damage appearing in one image does not cause an automatic outcome by itself. Afto evaluates the complete before-and-after record and the terms attached to the trip.
Appeals
The current configuration uses a 5-business-day appeal window target. Use the exact appeal deadline displayed on the decision because the stored date is the controlling workflow deadline.
An appeal is another documented review. The current product does not guarantee in Help that a different specialist will always be assigned or that the appeal decision will be completed within a fixed number of days.
Payment
An approved amount is not paid merely because the claim was opened or an estimate was uploaded. Payment or payout proceeds after the decision is final and the related payment state is ready. The exact status appears in the claim and payout records.
Good-faith participation
Submitting or responding to a claim honestly does not create a separate claim-filing fee by itself. False, misleading, or abusive submissions can still lead to account action under the applicable terms.