At Kindred, we prioritize the safety and security of our members’ homes and personal belongings. In the rare event that an item is reported as lost or missing during or after a stay, the Host, as part of Kindred’s Host Protection Guarantee, is eligible to submit a claim for the lost or missing item.

A quick note: Sometimes, visiting members or cleaners may unintentionally move items or put them back in the wrong place, and it is very common for a hosting member to report an item as missing that they are able to later locate. If something is not where you expected it to be when you get back after hosting, we encourage you to double-check around your home before making a report.

Overview

• As part of its Host Protection policy, Kindred will cover Hosts up to $100,000 per trip for any lost or missing personal items within the property that occurs during a Kindred stay and due to the actions of a Kindred Guest or Kindred coordinated cleaner (“Lost or Missing Item Claim”).
• Hosts must submit claims to their concierge within seven (7) days of the Guest’s departure with a detailed description of their claim and any supporting evidence in order to qualify.
• Kindred will cover hosts pending that Kindred (i) can investigate the Lost or Missing Item Claim, (ii) deem it as a qualifying event, and (iii) the item is not covered by the Host’s existing insurance policies.
• In accordance with our Terms of Service, Hosts are expected to acquire and maintain suitable insurance coverage for themselves and their property related to Hosts’ decision to engage in Home Swapping.
• Please refer to the Complaints section in Kindred’s Terms of Service for additional information on the Host Protection Guarantee.

Claims Process

• Within seven (7) days of the Guest’s departure, members must email [email protected] with detailed information about the missing item in question, including the following:
  • A thorough description of the missing item, estimated value, and any unique features (like brand names, colors, or markings). This will help us understand what was lost and how we can best assist you.
  • An explanation of how and when the item went missing. Include any evidence that can help indicate what happened leading up to the incident. This helps us verify that the circumstances align with your coverage.
  • Any safety measures taken to secure the item within your home. This helps us understand the precautions you took to protect any valuables.
• If the Host cannot submit claims within the stated timeframe due to travel, the claim window may be extended an additional seven (7) days after the Host’s return with proof of travel.
• Once the claim is submitted, Kindred will initiate an investigation by contacting the Guests and Cleaners who had access to the property.

Remediation Protocol & Expectations

Before proceeding with the remediation process, Kindred will need the following information related to all lost/missing items before determining if the Host Protection Policy applies:

• We’ll need evidence that shows you owned the item. Supporting documentation for proof of ownership include: receipts, photographs, purchase statements, warranties, etc. If you don’t have these, try to gather anything that shows you had the items before they went missing, but please note that ownership needs to be verified to determine if coverage applies.
• To ensure you’re compensated fairly, please provide documents that confirm how much the lost items are worth. This could include purchase receipts, credit card statements, or appraisals for high-value items. The more details you can provide, the better.
• For items valued over $500:
  • Members are required to contact their local police department and file a formal police report for the items in question.
  • Please note: online police reports will not be accepted. A physical or in-person report must be completed and documentation of this report should be sent to [email protected] for further review.
• If Kindred is able to determine the lost item is a direct result from the Member or Cleaner’s actions, Kindred will confirm the coverage amount for remediation based on factors such as: professional vendor assessments, proof of value, and replacement cost valuation.
  • Please note that replacement value is determined by the lost item’s original value, pre-existing condition, item's age, and applicable depreciation.
  • Kindred will have final say on what is considered a comparable replacement.
  • If the remediation cost exceeds $250, the Host will be required to sign a Host Protection Agreement via Docusign before payment is made.
• We are committed to addressing lost/missing items seriously and reserve the right to take appropriate action against the responsible parties involved (Members/Cleaners), which may include terminating their membership or pursuing legal action, ensuring accountability and trust across the platform.

Fraudulent Claims Clause