What happened Insurance claim notice opened/read but never replied to.
The gap Read but never replied; no documentation or dispute sent back to Generali.
Coach the team Reply within 24h with requested documentation or a formal dispute; don't let claims sit past 48h.
What happened Claim notice opened/read, no reply sent.
The gap No reply after reading; risk of default ruling.
Coach the team Respond with policy documentation/dispute promptly.
What happened Same claim landed in both pruth@ and stylish1@ inboxes; neither replied.
The gap Duplicate notice sitting unread/unanswered in two mailboxes.
Coach the team Assign one owner to consolidate and respond to all Generali claims from a single thread.
What happened Airbnb closed the reimbursement case saying guest's damage waiver payment settles it, with no evidence of a company rebuttal.
The gap No dispute filed before Airbnb closed the case in the guest's favor.
Coach the team When Airbnb signals intent to close a reimbursement case, respond immediately disputing the resolution if we disagree, before it closes.
What happened Two duplicate action-required Truvi verification emails for guest Ashley Bryant, unread/unanswered at 6h and 30h.
The gap No response/verification follow-up sent despite two notices.
Coach the team Send the Truvi verification link to the guest directly and confirm completion before check-in.
What happened Lease compliance notice requiring proof of insurance has sat over 4 days without a reply.
The gap No proof of insurance submitted or reply sent despite repeated notices.
Coach the team Submit proof of insurance to the leasing office immediately to close out compliance risk.
What happened Contact Joao Leitao is on leave until Aug 26; no alternate Marriott contact has been engaged.
The gap No attempt made to reach an alternate Marriott contact while Joao is out.
Coach the team Ask Marriott for an alternate contact or escalate via the main case (00195423) instead of waiting on Joao's return.
| Item | Status | Trend | Source |
|---|---|---|---|
| Generali insurance claims backlog | 4 claims unanswered, oldest 65.7h | ▲ | Link ↗ |
| Inwood renters insurance / liability compliance notice | 112.5h unanswered, lease risk | ▲ | Link ↗ |
| Truvi unverified guest pre-check-in | two duplicate notices unanswered, check-in Aug 24 | ▲ | Link ↗ |
| Airbnb reimbursement cases (CLSF) | 06300786 closed against us; 06310832 still awaiting our docs | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Pruth | 5 | Generali claims x4, Inwood insurance notice | |
| Karla | 3 | Truvi unverified guest, CLSF-06300786, CLSF-06310832 | |
| Vishal | 1 | Marriott EID / standing call |
What’s going on Four separate Generali travel-insurance claim notices sitting fully unanswered, ranging 40h to 65.7h old, with a new one having appeared since last report.
Why it matters Unanswered claims risk default rulings against us and lost recoverable funds; the backlog is compounding, not shrinking.
PPruthWhat’s going on Lease-compliance notice requiring proof of renters/liability insurance has gone 112.5h without a reply.
Why it matters Non-compliance can trigger lease penalties or issues with the property manager relationship.
PPruthWhat’s going on Two duplicate Truvi notices about unverified guest Ashley Bryant remain unread/unanswered.
Why it matters Unverified guest could arrive without ID verification completed, a policy and safety risk.
KKarlaWhat’s going on Airbnb closed the case citing the guest's damage waiver as settling it, without evidence we contested the amount.
Why it matters Represents an uncontested loss and a pattern of conceding reimbursement cases.
KKarla