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Claims

If you had an accident we sincerely hope that everyone is safe! We are here 24 hours a day, 7 days a week to help ensure that the claim process is stress-free. We currently approve claims within 3 days of submission on average, but we need your help! We kindly request that you read all these FAQs, and remember to check your emails for updates from our Claims Team.

  1. Before you start your claim
    We need these 4 or 5 documents. More Info ›
  2. Submit your claim
    Enter your details and choose Paypal for immediate hassle-free payment. More Info ›
  3. We might have a question or two, usually we don’t!
    95% of claims get approved without question. It’s a simple claims process, we’ll keep you updated as it progresses. More Info ›
  4. Our payments team will get you the money
    Your money can take between 5 seconds (for PayPal) and 5 days (for bank transfers) to land depending on where you live and where you went. More Info ›
  5. Remember, we’re here to help!
    We’ve got your last trip covered, why not book your next one!

FAQs

US Residents with our Collision Damage Coverage from AON can begin the claim process directly on travelclaim.com.

All other claims can be submitted online. Just enter your Reference Number (this ends with "INS" and can be found on your confirmation email) and email.

You will need these documents:

- Your rental agreement
- Your drivers licence or the licence of the driver involved in the accident
- All correspondence regarding damages and repairs
- Credit card statement showing the amount deducted by the rental company
- Invoices/receipts from the rental company
- For some claims we also require receipts showing that the repairs have been undertaken. 

Upon entering the relevant information you will be informed of any remaining steps.

For straightforward claims expect a 3 day turnaround between submission and approval, depending on the complexity of the claim and availability of the above documentation to support your claim.

If your policy is from AON please visit travelclaim.com. 

How US rental companies react to collisions where their renter has an independent policy such as one from RentalCover.com differs between each rental company. This is not an exhaustive list and there are exceptions on a state-by-state basis. If your rental company is missing drop us a line and we will find out the claims process:
 
If you bring your own CDW (purchased on RentalCover.com)...
This table is a generalization and may not apply in your case due to interstate differences. Try the "Compare" tool above & email or call if you still have questions.
Company Who pays the damage bill? How is the bill paid? What else you need to know
ACE CDW Insurer ACE will liaise directly with AON. • ACE will contact your CDW Insurer immediately after an accident or upon return of vehicle.
• If for some reason the insurer does not immediately accept responsibility for the forthcoming matter (ex. if they are closed), ACE won't charge you but will keep on trying contacting your CDW Insurer.
Alamo CDW Insurer Alamo will liaise directly with AON. • Alamo will contact your CDW Insurer immediately after an accident or upon return of vehicle.
• If for some reason the insurer does not immediately accept responsibility for the forthcoming matter (ex. if they are closed), you will be charged for the damages and then you would seek expedited reimbursement from your CDW insurer.
Advantage CDW Insurer Advantage will liaise directly with AON. • You need to quickly engage your CDW Insurer. Your CDW Insurer would be responsible for the damages.
• If for some reason the insurer does not immediately accept responsibility for the forthcoming matter (ex. if they are closed), you will need to keep contacting your CDW Insurer, but Advantage won't charge you for the damages.
Avis CDW Insurer Avis will liaise directly with AON. • Avis will contact your CDW Insurer immediately after an accident or upon return of vehicle.
• If for some reason the insurer does not immediately accept responsibility for the forthcoming matter (ex. if they are closed), you will be charged for the damages and then you would seek expedited reimbursement from your CDW insurer.
Budget Policy Holder Budget will charge an amount based on the "damage assessment" and may often charge your credit card. AON would reimburse you. You should attempt to get AON to pay instead. • You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs.
• Budget will do a credit check on policy holder at time of pickup and will most likely check your credit limit.
Dollar CDW Insurer Dollar will hold the driver responsible for the liability until your insurer accepts the responsibility. They may charge your credit card. AON would reimburse you. You should attempt to get AON to pay instead. • Dollar will contact your CDW Insurer immediately after an accident or upon return of vehicle.
• If for some reason the insurer does not immediately accept responsibility for the forthcoming matter (ex. if they are closed), you will be charged for the damages and then you would seek expedited reimbursement from your CDW insurer.
Enterprise Policy Holder Enterprise will charge an amount based on the "damage assessment". They may often charge your credit card. AON would reimburse you. You should attempt to get AON to pay instead. • Enterprise will charge a deductible directly to your credit card in the event of damages ($500 - $1000). 
• You will need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs.
Hertz Policy Holder Hertz will hold the driver responsible for the liability until the CDW Insurer accepts the responsiblity. They may often charge your credit card. AON would reimburse you. You should attempt to get AON to pay instead. • You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs.
• Hertz will do a credit check on policy holder at time of pickup and will most likely check your credit limit.
National Policy Holder National will hold the driver responsible for the liability until the CDW Insurer accepts the responsibility. may often charge your credit card. AON would reimburse you. You should attempt to get AON to pay instead. • You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs.
• National will do a credit check on policy holder at time of pickup and will most likely check your credit limit.
Zipcar Policy Holder Zipcar will hold the driver responsible for the liability until the CDW Insurer accepts the responsibility. may often charge your credit card. AON would reimburse you. You should attempt to get AON to pay instead. • You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs.
• Zipcar will do a credit check on policy holder at time of pickup and will most likely check your credit limit.

 


 
You can select Paypal for payment, which will show in your Paypal account immediately, or via a money transfer to your bank account, which can take quite a lot longer especially if yours was an international trip. To use Paypal just send through your Paypal email address. For bank transfers it's extremely important that we receive correct bank details. We unfortunately cannot pay claims via check or any other means.

IMPORTANT: This document explains how long your payment can take and exactly what bank account details are required. 
We want to remove stress and make the whole process as simple as possible! The main steps are:
1. Submit your claim: We require these documents and your Paypal account (you can also choose to receive a bank transfer, which is slower and requires accurate bank details).
2. Assessment: We will email you a confirmation that we received the claim request and have immediately started assessing the claim. 
3. If any documents are missing or more information is needed we will email you.
4. Once everything is provided we approve the claim. If a claim is rejected it is usually because the driver breached the terms of the rental agreement.
5. We then pay you using either Paypal (for an immediate transfer) or a bank transfer.
PayPal have recently updated their security measures for Brazil, Israel and Russia. To ensure that payments arrive quickly we prefer that residents of those countries select bank transfer as their payment preference. This document outlines the bank account requirements for payments into those and any other countries.
Unfortunately, transaction fees are everywhere when you travel internationally. This is because banks charge each other a small % of the total transaction. Those costs are passed on by credit card issuers and payment providers and ultimately the charges are passed on to travelers. Whenever we send an international transfer the payment providers charge a fee: Banks deduct "transfer fees" (minimum US$15) and Paypal deducts "currency conversion fees" (minimum 2.5% of the transaction value). Those fees differ by bank, recipient country and sending country. To avoid these fees we have established bank accounts and Paypal accounts in several countries. In many countries however, we do not or cannot set up accounts and we are consequently unable to cover those costs. 
There are several considerations when comparing exchange rates, and several ways to calculate them. Let's use an example:
  • Mark is from UK. He was charged €500 by his rental company for an accident in France. His €500 claim was approved today by RentalCover.com.
  • Mark will be paid in GBP.
The RentalCover.com Claims Team converts charged currencies (for Mark this is Euros) to payment currencies (for Mark this is GBP) based on the transfer rates available from several money transfer platforms. Transfer rates can be compared online: they are 3-5% better than bank rates and 4-6% better than a bureau de change.  
In the event of a collision you will be required to pay an amount up to the full deductible/excess. At a future date, perhaps up to 18 months later, depending on the rental company's rental conditions, you may be eligible for a full refund from the rental company if you were "not at fault". We believe however that you shouldn't need to wait up to 18 months! We instead pay your claim straight away. We just require you to digitally sign a simple "waiver" letter that we then send off to the rental company, who in turn pays us the refund amount. 

Start a new claim

For fast payment you will need the Booking Reference for your policy (ending with "INS") and digital scans/photos of your:

  • Your rental agreement from the rental car company
  • Your driver’s licence
  • Bank statement showing your payment for the rental
  • Final invoice from the rental company (available when the damage costs are settled - this may differ from your initial invoice).
  • We may also request that you provide an invoice showing the repair cost for damages.

Make a Claim Forgot your booking reference?