# How to report damage or lost items

> Boatsetter always recommends taking timestamped before photosvideos during the    checkin process    for your booking as well as timestamped after phot

Source: https://support.boatsetter.com/en_us/how-to-report-damage-or-lost-items-BJ_7Lyj2o

Last updated: 2026-02-11T20:37:12.755Z

Boatsetter always recommends taking time-stamped “before” and "after" photos/videos during the [check-in and check-out process](https://support.boatsetter.com/hc/en-us/articles/115005652066-Check-in-and-check-out) for your booking. Make sure these photos and videos clearly show the vessel’s condition, including any existing or new damage.

If damage occurs to your vessel during a booking, please submit a claim within 48 hours of the booking date to the Boatsetter Claims Team via our [Contact Form](https://boatsetter.kustomer.help/contact/contact-us-rybdP8n5i). If a claim is submitted after 48 hours, we cannot guarantee the recapture of the renter’s security deposit. **During the entire claims process, all communication must be done through email as this allows evidence to be correctly recorded.**

Once damage is reported, Boatsetter is required to hold the security deposit and/or insurance deductible (up to $5,000 on [Buoy Peer-to-Peer insured bookings](https://support.boatsetter.com/en_us/buoy-peer-to-peer-insurance-HJJP3Pobll)) until the claim is resolved. No refunds or payouts will be issued until the claim is settled between you, the renter, and the Boatsetter Claims Team.

Following the report of damage or lost item(s), the Boatsetter Claims Team will reply with the next steps within 24 hours, or on the next business day if the damage is reported over the weekend. Based on the extent of the damage, you will either be instructed to reach out to the insurance provider or provide an official invoice/receipt for the repairs.

After an official invoice/receipt has been submitted or an insurance settlement letter has been sent, the Boatsetter Claims Team will review all details and follow up with you within two business days. The Boatsetter Claims Team will also reach out to the renter to share the invoices/settlement letter provided to us. Should a renter dispute the repairs on the invoice or settlement, there is the possibility that the claim will be escalated to Boatsetter's third-party arbitration service, New Era ADR.

Once the information has been verified by the Boatsetter Claims Team, we will move forward accordingly. To contact the Boatsetter Claims Team, please reach out through our [Contact Form](https://boatsetter.kustomer.help/contact/contact-us-rybdP8n5i).