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Velaris support for property managers

Claims, certificates, integrations and billing. Most questions are answered below; everything else reaches a person at support@velarisinsurance.com.

What do you need help with?

File or track a claim
Guest damage claims are filed from your dashboard with the reservation attached, reviewed, and typically paid within 2 business days.
How claims work →
Certificates of insurance
Generate a COI for a city, HOA, lender or owner in minutes, with the limits and additional insureds each one requires.
Get a certificate →
Connect or fix a PMS integration
Hostaway, Guesty, Lodgify, iGMS, Escapia, Streamline, Track, OwnerRez, Hostfully and Hospitable connect read-only; reservations enroll automatically.
Integration guides →
Billing and program questions
How the $9 per reservation administration fee, the guest damage fee and your retention fit together, and what appears on your statement.
See pricing →

Talk to the team

Email
support@velarisinsurance.com, Monday to Friday, 9am to 5pm ET. Claims and COI requests get a same-business-day reply.
Live chat
Chat with the team from any page during business hours, or leave a message and we reply by email.

Looking for something else? The insurance glossary explains the terms in your program documents, and the how it works page walks through enrollment step by step.

Common support questions

How do I file a guest damage claim?

Open the reservation in your Velaris dashboard, choose File a claim, add photos and the repair or replacement estimate, and submit. The booking, guest and property details are already attached. Claims are typically reviewed and paid within 2 business days. See the claims page for what to document.

How long do I have to report damage?

Report damage as soon as your team finds it, ideally before the next check-in, so the reservation it belongs to is clear. Your program terms set the reporting window; the dashboard shows it on every open reservation.

How do I get a certificate of insurance for a city permit or an owner?

Go to Certificates in your dashboard, pick the property and the certificate holder, and the COI is generated with the limits and additional-insured wording that holder requires. City-by-city requirements are listed on the certificate of insurance page.

A reservation is missing from my program. What do I check?

First confirm the booking is confirmed in your PMS, not pending or inquiry. Then check that the property is enrolled and the channel is connected. If both look right, email support with the PMS reservation ID and we trace the sync.

How do I add or remove properties?

Properties follow your PMS inventory. Add or archive the listing there and the program updates on the next sync; homeowner coverage notices go out automatically for newly enrolled homes. You can also pause a property from the dashboard.

Where do I find my statements and invoices?

Billing in the dashboard lists every monthly statement: reservations enrolled, guest fees collected, the $9 administration fee, and any retained damage paid out. Statements can be exported for your owner accounting.

Can a homeowner or guest contact Velaris directly?

Owners can, for questions about the coverage notice they received. Guest questions about the damage fee go through you, the property manager, since the fee is part of your booking terms; we provide the wording you can use.