Here's what happens once your claim is in the system, how to track it, and what to do if you need to add information.
You'll receive a confirmation in the app with a claim reference number. Keep this number — it's how support can look up your case quickly if you need to follow up.
Your claim is assigned to a specialist who reviews the details you submitted, including photos, descriptions, and any relevant job history. The specialist may send you a message through the app if they need more information. Responding promptly helps avoid delays.
You can check the current status of your claim at any time in the claims section of your booking in the app or at book.muvr.io.
If you realize you forgot to include a photo, receipt, or other relevant detail, you can add it through the open claim in the app. Do this as early as possible — adding evidence after a decision has been made is generally not accepted.
When the review is complete, you'll receive a notification in the app with the decision. The notification will explain the outcome and, if approved, describe how the resolution will be applied. If a claim is not approved, the notification will include the reason.
If you believe a decision was made in error or that key evidence was not considered, you can respond to the decision notification in the app and ask for a review. Include any new information or context that wasn't part of the original submission. A second review does not guarantee a different outcome, but it ensures your case is looked at again.
Most claims are resolved within 3 to 7 business days. For more detail, see Claims review timeline.