If something happens during a share, don’t worry — we’re here to help you handle it step by step.
We know accidents happen, which is why every rental on Poppins is covered up to €5,000 for accidental damage or theft during the rental period.
Poppins Protection is automatically included in our service fee, ensuring every transaction remains safe and supported.
💬 If you’re the borrower
Contact the provider immediately and explain what happened — transparency helps us resolve things faster.
The provider will submit a claim through Poppins, and our Protection Team will reach out to both of you.
If you have personal insurance, file a claim with them first.
If your insurer denies coverage, Poppins Protection can step in once you provide written proof of denial.
We’ll review the claim and, if eligible, cover repair or replacement costs up to €5,000.
🧾 If you’re the provider
Submit a claim to Poppins as soon as you notice damage or theft — no later than 48 hours after the rental ends.
Add detailed information and photos of the issue to help speed up the review process.
Our Protection Team will evaluate your claim and, if eligible, arrange repair or replacement compensation.
⚙️ How to file your claim
You can submit a claim directly in the app under:
Settings → Poppins Protection → Submit a claim
or email us at claims@wearepoppins.com.
Our team reviews every case within 48 hours and will guide you through the next steps.
🪙 Documentation
Do I need original receipts?
Not always! While receipts help, we can determine an item’s value through:
Market research
Similar items on other platforms
Current retail prices for comparable products
🌟 Tips for a successful claim
Always check items together at pickup and return
Take clear photos before and after
Report issues immediately
Keep all communication within the Poppins chat
Be honest and detailed in your description
⏱️ Claim timeline
We aim to handle every claim as swiftly as possible:
Initial review: within 48 hours
Repair or assessment: 3–5 business days
Payout processing: 3–5 business days after approval
📅 Claim frequency
There’s no strict limit to how many claims you can make, but we monitor activity to ensure fair use and prevent misuse.