AIRBNB × PICC (PEOPLE'S INSURANCE COMPANY OF CHINA)

Airbnb China Host Protection Plan

In China mainland, we are not only empowering property and experience hosts to operate efficiently, individually and successfully through Airbnb. We also cooperate with the People’s Insurance Company of China (PICC) to provide the China Host Protection Plan. The plan includes three programmes: China Host Property Insurance, China Host Protection Insurance, and China Experience Protection Insurance to make the insurance claim process easier, safer and more secure. Review the following to find out about the coverage you will receive.

In China mainland, we are not only empowering property and experience hosts to operate efficiently, individually and successfully through Airbnb. We also cooperate with the People’s Insurance Company of China (PICC) to provide the China Host Protection Plan. The plan includes three programmes: China Host Property Insurance, China Host Protection Insurance, and China Experience Protection Insurance to make the insurance claim process easier, safer and more secure. Review the following to find out about the coverage you will receive.

What are the benefits?

Comprehensive protection

Protect your listing and related property, as well as the safety of your guests and third parties.

Maximum amount

  • China Host Property Insurance up to CNY 1,000,000
  • China Host Protection Insurance up to CNY 5,000,000
  • China Experience Protection Insurance up to CNY 5,000,000

Professional support

  • PICC's claims team joins forces with Cunningham Lindsey to provide their exclusive services together
  • Airbnb's Customer Service Centre provides smart answers to your questions and necessary personal services

China Host Property Insurance

Coverage:

  • Damage to your place caused by guests
  • Damage to your belongings caused by guests
  • Damage to your home or belongings caused by a guest's animal or pet (e.g. a guide dog)
  • Loss of revenue from all bookings resulting from an accident, up to a maximum of CNY 10,000

Coverage exemptions

  • Theft of cash and securities (e.g. bank deposits, stocks)
  • Ordinary wear and tear
  • Bodily injury or property damage to guests or third parties (those may be covered by China Host Protection Insurance)
  • Stains, mould, etc. in the property
  • Natural disasters
  • Other

Claim process

Claim process

1. Talk to your guest

During the negotiation period (60 days), the host may first talk with the guest about any damage to the property caused by the guest's negligence through the Resolution Centre; you may initiate a claim against the guest based on the amount of the loss.

For claims beyond the negotiated period but still within the statutory insurance period (2 years), please click here to submit directly to PICC.

2. Submit an insurance claim

If the negotiation is unsuccessful, the host may submit a claim application to PICC through the Application History in the Resolution Centre; Airbnb will concurrently forward the claim application to PICC.

3. Follow up with PICC

After reviewing and filing the case, PICC will contact the host with a professional independent third-party adjuster company (Cunningham Lindsey adjusters) to complete the subsequent insurance claims process.

For claims prior to 1 August 2020, if the negotiation fails, it will still be processed by the Airbnb team and will not be submitted to PICC.

China Host Protection Insurance

Coverage

  • Your legal liability for bodily injury to guests or third parties
  • Your legal liability for damage to property belonging to guests or third parties

Coverage exemptions

  • Damage or bodily injury caused intentionally (not an accident)
  • Damage to your home or possessions (may be protected by China Host Property Insurance)
  • Other

Claim process

Claim process

1. Submit an insurance claim

Fill out and submit a claim application based on your actual damage (the accident must have occurred on or after 1 August 2020); Airbnb will concurrently record your claim application and forward it to PICC.

2. Follow up with a third-party adjuster company (Cunningham Lindsey Adjusters)

After reviewing and filing the case, PICC will contact you with a professional independent third-party appraisal company (Cunningham Lindsey) to complete the subsequent insurance claims process.

China Experience Protection Insurance

Coverage

  • Your legal liability for bodily injury to participants or third parties
  • Your legal liability for damage to property belonging to participants or third parties

Coverage exemptions

  • Injury or property damage done intentionally (not an accident)
  • Damage to a host's personal property, missing or stolen items during an experience event
  • The part of the experience involving aircraft and transportation (this part has been insured by transportation, such as auto insurance)
  • Strenuous or extreme sports such as rock climbing and bungee jumping
  • Other

Claim process

Claim process

1. Submit an insurance claim

Fill out and submit a claim application based on your actual damage (the accident must have occurred on or after 1 August 2020); Airbnb will concurrently record your claim application and forward it to PICC.

2. Follow up with a third-party adjuster company (Cunningham Lindsey Adjusters)

After reviewing and filing the case, PICC will contact you with a professional independent third-party appraisal company (Cunningham Lindsey) to complete the subsequent insurance claims process.

Frequently asked questions

Why was the Airbnb China Host Protection Plan created?

As a global shared accommodation platform, we value the user experience and voice of hosts in every country and region. With more than hundreds of thousands of active homes and thousands of experience events in China mainland, it's incumbent upon us to provide superior, localised insurance coverage to the vast group of home and experience hosts behind us.

What is the scope of this Plan?

The Airbnb China Host Protection Plan applies to bookings that have not been cancelled by hosts of homes and experiences located in China mainland (excluding Hong Kong (SAR), Macau (SAR) and Taiwan). All issues requiring insurance coverage that are caused by the guest's stay in the home or participation in an experience during the term of the booking may be covered by the plan.

How do hosts of homes or experiences submit an insurance claim?
  1. Make a claim against your guest through the platform or file a claim with PICC as soon as possible after the accident. Please remind your guest or experience participant to promptly talk to you and provide feedback on the incident.
  2. If the interior property of your home is damaged, have it inspected on site immediately.
  3. It is important that you promptly collect as much evidence as possible, such as photographs or videos, or police investigation certificates, so that you can submit sufficient supporting information when filing your claim.
  4. Take active measures after an accident: call the 110, 120 or 119 hotline for immediate assistance.
How to consult issues related to insurance claims?

You can contact the Marsh claims services team for more information about coverage via email CN.Airbnb@marsh.com or phone [400 622 8012](tel: 400 622 8012), with service hour from 9:30 am to 17:30 am on weekdays. Whether it can be insured will be professionally judged by PICC based on specific cases. The PICC email address is airbnbclaim@piccsh.com, the TEL is 021-95518 (For non-Shanghai local users, you should dial area code 021 first; please inform the service staff that you are the host or guest of Airbnb) and the service line is available 24/7; On holidays, customer service record will be sent to the special case team for processing and they will reply directly.

What kind of insurance company is PICC?

As the partner of the 'China Host Insurance Plan', PICC is a state-owned property insurance company with a long history and strong comprehensive strength in China. It runs a large-scale business of premium ranking, which is at the forefront of the global property insurance market.