Frequently Asked Questions

Got questions? We have answers!

Rent-my-Stuff
Rental Insurance
About Duuo
What type of policy is Rent-my-Stuff insurance?

It’s important to note that Rent-my-Stuff insurance is intended for property damage only. It does not include liability coverage. Want more details? You can download the full policy right HERE.

If something happens to my gear, how do I submit a claim through Duuo?

Submitting a claim is done completely online and only takes a few minutes. Simply login to Duuo then use the ‘+’ icon to ‘Add a claim’.

The Duuo claims bot will ask you a few questions to get your claim started. You can also provide any supporting documents. Once your claim is submitted, you’ll be able to follow its progress through your Duuo account. Don’t forget to review and complete your claim draft in order to get the process rolling.

What can I expect once I’ve made a claim through Duuo?

Once you’ve provided all your information, Duuo will assign a claims adjuster to help you out. You can expect to be contacted by your adjuster within one business day. Don’t worry, the adjuster will guide you through the claims process, and you’ll receive regular status updates from beginning to end.

The status of your claim can also be viewed within the Duuo app by heading to the ‘Claims’ area. This is where you’ll also be able to review the details of your claim.

In the event I have to make a claim through Duuo, is there a deductible?

We’re happy to share that there is no deductible on claims you make with Duuo!

Will my Duuo insurance policy cover me if someone breaks my gear while they are renting it?

Yes, that’s the protection that Duuo is designed to provide to our gear owners. With a Duuo policy, you are covered for things like theft or accidental damage. Like any insurance policy there are some exclusions (that you can read about in the full policy details), but in general your Duuo insurance policy covers you for direct physical loss or damage of your gear.

If I do need to make a claim, how much money will I get back from my Duuo insurance policy?

Once you start the process of booking coverage for a rental period, you’ll be able to see the maximum value of your policy. This is determined by a few key factors, including the value of your gear.  

If your gear is less than 24 months old (from the date of manufacture), Duuo will pay for its replacement cost or the cost of repairs up to the limit of your insurance policy.  

If your gear is more than 24 months old (from the date of manufacture), Duuo will pay for its actual cash value up to the limit of your insurance policy.

Regardless of the age of your gear, you are always limited to the maximum value of your policy. That’s why it’s important to list your gear accurately when purchasing your Duuo policy.

How do I purchase insurance through Duuo?

Well, it’s really very easy! Creating an account with Duuo and purchasing coverage for your gear takes just a few minutes and can be done completely online. Plus, once you have an account you’ll be able to purchase new policies in just seconds. As a Shuttershare client, you are eligible to purchase “Rent-my-Stuff” Insurance from Duuo to keep your gear protected.

As a renter, am I covered if I break someone’s equipment? When am I not covered?

As a renter of another person’s equipment, it is essential that you adhere to Shuttershare’s Terms of Service (TOS).  If all of these terms are respected, you will not be held responsible for the costs associated with the loss or damage to the rented equipment.

Why do I need short-term rental insurance?

Everyone who rents all or part of their home on a short-term rental platform should have insurance. It’s also important to keep in mind that homeowners insurance policies have many restrictions and conditions regarding the use of your home as a business. That’s why the short-term rental (or homeshare) of your residence is generally not covered by homeowners policies. Fortunately, now there’s Duuo! Duuo provides short-term rental insurance coverage for the time you’re renting your home, not a minute more.

Doesn't the short-term rental platform I am using cover me?

Unfortunately, the host protection “programs” offered by some platforms are not the same thing as having a true insurance policy in your name. This can leave you vulnerable as a home owner because as we mentioned above, short-term rental activity is generally not covered by traditional homeowners policies. Plus, nearly all of the major rental platforms encourage their hosts to get their own protection. Want to learn more? We wrote a blog about it!

What does short-term rental insurance from Duuo Cover?

Short-term rental insurance from Duuo includes $2 million in liability, the full replacement cost of your home and its contents, plus an additional 15 coverages specific to short-term rentals including infestation, vandalism, loss of income, and more. Click here to view a summary of the policy.

How do I purchase insurance policies for my clients if I'm a property manager?

We love working with property managers, because like us, you have the host’s best interests at heart! You can start by simply creating a separate Duuo profile for each property owner.

Please remember that you must have permission from the owner of the short-term rental property to purchase this insurance policy on their behalf.

We welcome any feedback on how we can meet your particular needs through future enhancement to our site. If you have any suggestions to help us meet those needs, just contact us at info@duuo.ca.

How can I register my property as being owned by a company instead of a person?

We’ll be improving this experience in the very near future, but for now please just split the company name into two parts and enter them into the “First Name” and “Last Name” fields.

For example, First Name: “Heavenly”, Last Name: “Lofts Inc.”

How much coverage do I get with Duuo?

You can read all about our coverage right here! But here are a few highlights:

  • Property insurance is covered to the full replacement cost of your home, additional structures, and all contents.
  • Commercial liability to a limit of $2,000,000
  • The policy also includes coverage for things like infestation, loss of income, breakage of valuables, damage to electronics, theft, and more.
Why is the dwelling limit on the quote for my insurance policy less than the market value of my home?

Good question! The market or “resale value” of your home is typically the price that someone is willing to pay to purchase your home and the land on which your home has been built. The dwelling limit of your insurance policy quote is based on what it may currently cost to replace or rebuild your home, and excludes the value of the land.

Will I have proof of coverage?

Yes, indeed! You can pull up your coverage while logged in to Duuo. Plus, we also send you an email with your policy details.

How much is it?

A Duuo short-term rental policy averages only $6 / night. Click here to get a quote now.

What homesharing platforms do you provide coverage for? What if I don't see my platform?

There are a growing number of short-term rental platforms like Airbnb, HomeAway, and CanadaStays that are used by hosts for homesharing. Duuo provides coverage for users of these platforms and many others. In fact, our list is always growing!

You’ll be provided with the full list of platforms to choose from each time you login to your free Duuo account.

If you find you are using a platform/provider not included in that list please contact our Customer Support Team at helpme@duuo.ca and provide the name of the platform so we can review for possible inclusion.

When will Homeshare coverage be available in my province?

Our plans to cross the country are well underway! Our last stop will take us to Quebec this spring. Followed by the Yukon, Northwest Territories, and Nunavut.

How far in advance do I have to purchase a policy?

You can purchase a policy up to midnight of your guest’s first arrival date. But if you want to plan ahead, you can purchase policies all the way up to one year in advance.

What if I purchase a policy and then need to cancel it?

Policies may be cancelled up to midnight of the scheduled policy start date (your guest’s arrival date). Once cancelled, the full policy cost is immediately refunded to the credit card you used to purchase the policy. Just remember that a policy cannot be cancelled for refund after its start date.

Once you’ve logged in to Duuo, you can cancel your policy in one of two ways:

  1. From the Stays Dashboard, select DELETE on the hamburger menu on the right.
  2. From the Stays Dashboard, select VIEW STAY on the hamburger menu , and then click the ‘Delete stay / policy’ button.
How do I file a claim?

Easy! Just log in to your Duuo account, and then enter your claim right through the homeshare dashboard. You’ll be asked to provide a few details of what happened and then we’ll get started!

Who is Duuo?

Duuo was created by Co-operators, a proudly Canadian insurance company founded in 1945 by a small group of farmers and social pioneers who felt traditional insurance didn’t meet their unique needs. So they invented a different kind of company designed especially for them. Duuo is the 21st century version of this mindset. We’re creating new ways to meet the ever-changing insurance needs of Canadians living and working in a highly innovative and fast-paced digital economy.

How do I contact Duuo?

You can start a live-chat with us from 9am-5pm on weekdays, or send us an email anytime at helpme@duuo.ca.

We don’t think you’ll ever need to mail us anything, but you never know.

Snail mail:
Duuo
1400, One York Street,
Toronto ON M5J 0B6

For claims related mail:
10 Record St. PO BOX 890
Moncton, NB E1C 8N9