Claims

The way US rental companies react to collisions where their renter has an independent plan (like our Rental Car Damage Protection) differs between each rental company.

If you have our Rental Car Damage Protection plan and a US claim, depending on the rental company, the extent of damage and other factors, one of these two scenarios will take place (if the claim is approved). We will keep you informed after you submit your claim:

1. You will pay for the damages up front and seek reimbursement under your plan, or
2. The rental company will work with us so you do not need to make any payment.

Want more information? Our Rental Guides explain how everything works.

Who pays if you bring your RentalCover.com Collision Damage Coverage Plan?

ACE

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	ACE will liaise directly with us	• 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

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Alamo will liaise directly with us	• 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

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Advantage will liaise directly with us	• 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

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Avis will liaise directly with us	• 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

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan holder	Budget will hold the driver responsible for the liability until your insurer accepts the responsibility, and your insurer may reimburse you. If you have any queries with your claim, please reach out to us.	• You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs. • Budget will do a credit check on the plan holder at time of pickup and will most likely check your credit limit.

Dollar

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Dollar will hold the driver responsible for the liability until your insurer accepts the responsibility, and your insurer may reimburse you. If you have any queries with your claim, please reach out to us.	• 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

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan Holder	Enterprise will hold the driver responsible for the liability until your insurer accepts the responsibility, and your insurer may reimburse you. If you have any queries with your claim, please reach out to us.	• 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

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan Holder	Hertz will hold the driver responsible for the liability until your insurer accepts the responsibility, and your insurer may reimburse you. If you have any queries with your claim, please reach out to us.	• You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs. • Hertz will do a credit check on the plan holder at time of pickup and will most likely check your credit limit.

National

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan Holder	National will hold the driver responsible for the liability until your insurer accepts the responsibility, and your insurer may reimburse you. If you have any queries with your claim, please reach out to us.	• You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs. • National will do a credit check on the plan holder at time of pickup and will most likely check your credit limit.

Zipcar

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan Holder	Zipcar will hold the driver responsible for the liability until your insurer accepts the responsibility, and your insurer may reimburse you. If you have any queries with your claim, please reach out to us.	• You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs. • Zipcar will do a credit check on the plan holder at time of pickup and will most likely check your credit limit.

Want more information? Our Rental Guides explain how everything works.

Unfortunately, transaction fees are everywhere when you travel internationally. 

When paying a claim out via money transfer, banks charge a minimum of $15 (or equivalent in your local currency). We do not pass those costs on to you if the bank charges us the fee. If the bank charges you the fee, however, we are unfortunately not able to cover the cost. Similarly, we unfortunately don't reimburse exchange fees charged by card companies.

There are several considerations when we calculate our foreign exchange (FX) rate. Let's use an example:

1. Mark is from the US. He was charged 500€ by his rental company for an accident in France.
2. Mark's "currency of loss" is €, and his "approved claim amount" is 500€. 
3. When Mark paid his rental company for the damages, he paid using a US credit card. His credit card company added "international card fees" to the transaction and gave him a poor foreign exchange (FX) rate. 
4. Mark's claim is approved so he receives a text message and email with a link to our payment form. Mark has a US bank account and prefers to receive US currency because his bank charges excessive fees for non-US currency transfers and the process can take several weeks.
5. Mark receives his US currency payment from us immediately (it can take a bit longer for other countries).

As an international traveler, Mark's credit card statement might show a higher amount than the successful claim. That's because of number three above. We do not cover currency conversion costs and other credit card charges, however, we recommend that all international travelers take some of these precautions so they can save money on their next trip. 

All claims must be submitted online. We recommend that you use a computer instead of a mobile phone for easier document uploading. Just enter your Reference Number (this ends with "INS" and can be found on your confirmation email).

After the policy is completed and the damage charge has been settled with the rental company, please submit your online claim and attach any supporting documents. You can click on the button below to get started. 

Make a Claim

1	2	3	4
Claim is started via the online claim form	Our Claims Team will assess your claim	Once approved we will either pay the rental company or if they charged you, we will email you a payment link via email and text message	Payment will be issued via electronic payment

We will keep you updated by email at every step of the claims journey. With the exception of Supplemental Liability Insurance claims (for US rentals), we aim to complete your claim within 3 business days. Claims involving multiple vehicles may take longer. Learn more about the documents you need to share when making a claim

When you first visit RentalCover you will need to activate your account. Simply find the RentalCover confirmation text or email in your inbox or spam and click the activation link. If you’re having issues, it may be because the email addresses of some Apple users aren’t shared with RentalCover. Instead, you can simply click on the link provided in the confirmation email you received when you purchased RentalCover Protection and update your email address.

All claims follow these four stress-free steps:

1	2	3	4
Claim is started via the online claim form	Our Claims Team will assess your claim	For Collision Damage Insurance customers, we typically handle claims directly with the car rental company. If not, once approved you will receive a payment link via email and text message. (More)	Payment will be issued via electronic payment (More)

We will keep you updated by email at every step of the claims journey. With the exception of Supplemental Liability Insurance claims (for US rentals), we aim to complete your claim within 3 business days depending on where you live and where you went. Claims involving multiple vehicles may take longer.

If you have any questions about your claim, for example if you would like to submit additional documents to support your claim, please reply to our email and the team will be happy to help.
 

When you first visit RentalCover you will need to activate your account. Simply find the RentalCover confirmation text or email in your inbox or spam and click the activation link. If you’re having issues, it may be because the email addresses of some Apple users aren’t shared with RentalCover. Instead, you can simply click on the link provided in the confirmation email you received when you purchased RentalCover Protection and update your email address.

In the event of a breakdown or an accident, it’s important to ensure everyone is safe. If anyone is hurt, either in your rented car or someone else involved in the accident, you should immediately call 911.  Where possible pull over, turn on your hazard lights and get everyone to safety. You can then:

1. Collect the other parties’ details including their:

• Full name
• Address
• Phone number
• Email
• License number 
• Vehicle identification number 
• Name of their insurance company

2. Contact the police to report the incident and gather evidence for your claim. Take photos, to the extent possible, of damages. Our Claims team may ask you to provide evidence such as written statements or police reports.

3. Contact your rental company to report the incident. You can find their number on your signed rental agreement. They will instruct you on the processes such as vehicle recovery or replacement, roadside assistance and, depending on your country of travel, the charges that you may incur.

4. After following the rental company's instructions, your rental period is over and the final charges have been settled by the rental company, submit a claim on RentalCover.com.  

Do not arrange your own recovery or repair without the rental company’s knowledge as this may invalidate their rental terms and conditions. Reasonable charges for towing and vehicle relocation are covered by our plans. We do not cover "out of pocket" costs such as accommodation or phone calls.
 
When you complete your rental

Typically if you are traveling outside of the US, you will pay the rental company for damages and make a claim to us for reimbursement. It’s important to speak to the rental company to confirm that those charges are to be refunded if you were found to be “not at fault” after the insurance investigation. Check your wording in My Account for more information on how we handle "not at fault" accidents.

Please also ask the rental company to provide the terms and conditions that apply when a renter is found to be “not at fault”. We will also seek this information during our investigation.

​​After we’ve received all the required documents and information, our Claims team can begin processing your claim and preparing your refund when the claim is approved.

When you first visit RentalCover you will need to activate your account. Simply find the RentalCover confirmation text or email in your inbox or spam and click the activation link. If you’re having issues, it may be because the email addresses of some Apple users aren’t shared with RentalCover. Instead, you can simply click on the link provided in the confirmation email you received when you purchased RentalCover Protection and update your email address.

To help our team assess your claim as quickly as possible we ask all customers to provide the following documents using our online claims form. We need full information to assess your claim, so please attach any documents you think may be relevant to your situation.

1. A copy of the rental agreement

> What is this?
The signed contract provided by the rental company when you picked up your vehicle. It should include the names of authorised drivers, the rental dates, and the excess.

> Why is it needed?
We need this document to confirm that you and any additional drivers are included in the agreement. It also includes the rental dates, the rental terms and the excess amount that can be charged by the rental company.

>What should it include?

1. Rental dates.
2. Names of authorised drivers.

 

2. A photo of your driver's license

> What is this?
A photo of the license you used to rent the vehicle.

> Why is it needed?
We need this to confirm your identity matches the details on your rental agreement, and that you held a valid license at the time of the rental.

>What should it include?

1. Name.
2. Address.
3. License number (if applicable).
4. Date of birth.

 

3. Bank or credit card statement with the final rental company charges

> What is this?
A card statement that displays the final amount you paid to the rental company for damages, and any refund you may have received. (Refunds often occur if the full deductible excess was charged upfront and the final damage cost was less than the amount that you paid).

> Why is it needed?
We need this document to verify that the correct amount has been paid to the rental company. Without this, we cannot approve a claim because there is no evidence of payment.
 

​4. The repair invoice from the rental company

> What is this?
This is the final repair invoice or receipt from the rental company that clearly shows a cost breakdown that separates your rental costs from the damage costs or excess charges. In some cases, this document will also indicate any refund amounts due to you.

> Why is it needed?
This document confirms the final damage amount charged by the rental company. 

> What should it include?

1. Repair cost breakdown.

 

5. Written correspondence between the driver and the rental company

> What is this?
Any emails, letters or customer support chats you have exchanged with the rental company following your accident.

> Why is it needed?
This information can help us verify the details of your situation and save time when assessing your claim request.
 

6. Your final invoice from the rental company

> What is this?
In the event of an accident or damage, some rental companies will charge you the full deductible excess applicable for the car, and later they will refund you. Alternatively, they may just charge you an amount for damages that is less than the full deductible excess. Either way, we require you to provide the final invoice that clearly shows the final amount that you’ve been charged (learn more here).

> Why is it needed?
We need this document to pay your claim as it confirms the final amount you have been charged.

>What should it include?

1. Cost breakdown

 

7. If relevant, a copy of a police report

> What is this?
This is an official report created by the police. It should include information about your accident, including the date and time of the accident, the date and time the police were notified, driver and passenger details, a summary of the damages and any witness statements.

> Why is it needed?
This document confirms the circumstances of more serious accidents. If your claim becomes a legal matter this report can be invaluable. You can obtain this document by contacting the local law enforcement agency.

>What should it include?

1. Date and time of the incident.
2. Details of the incident.
3. Personal details of individuals involved.
4. Any witness statements.
5. Date and time the police were notified.

 

8. Damage report

> What is it?
This is a damage report, also known as an accident or incident report provided by the rental company. It will generally be a form where the company will indicate the areas on the car that have been damaged. You can contact your rental company if you have not received this document. 

> Why is it needed?
We need this document to confirm the damage that has been done to the car. It helps us ensure that the correct information has been exchanged between the parties involved in the accident.

> What should it include?

1. Customer information.
2. Vehicle information. 
3. Event information.

 

50% of approved Collision Damage Waiver (CDW) claims are paid directly to rental companies within 5-10 business days while the others are reimbursed to renters. It can take longer if documents are missing, so please provide the requested documents at the start. Some CDW claims can take longer to determine liability if there are multiple vehicles while the process for Supplemental Liability Insurance can also be lengthy. If you require reimbursement for damages paid to the rental company, you will receive an email that includes a link to a payment form where you will enter your bank account details. Payments will be issued via electronic payment.

All claims follow these four stress-free steps:

1	2	3	4
Claim is started via the online claim form	Our Claims team will assess your claim	For Collision Damage Insurance customers, we typically handle claims directly with the car rental company. If not, once approved you will receive a payment link via email and text message. (More)	Payment will be issued via electronic payment (More)

We will keep you updated by email at every step of the claims journey. With the exception of Supplemental Liability Insurance claims (for US rentals), we aim to process your claim in 3 days depending on where you live and where you went. Claims involving multiple vehicles may take longer.

If you have any questions about your claim, for example, if you would like to submit additional documents to support your claim, please reply to our email and the team will be happy to help.

This invoice displays the final amount that you will have paid your rental company in the event of an accident, once the final charges have been settled.

 

We need this document to pay your claim as it confirms the final amount you have been charged.

If you are having difficulty obtaining this document, we recommend calling your rental company for a speedier response.

How to make a claim

After your trip has ended and your vehicle has been returned you can submit your claim using our online form.

When you first visit RentalCover you will need to activate your account. Simply find the RentalCover confirmation SMS or email in your inbox or spam and click the activation link. If you’re having issues, it may be because the email addresses of some Apple users aren’t shared with RentalCover. Instead, you can simply click on the link provided in the confirmation email you received when you purchased RentalCover Protection and update your email address.

Generally, RentalCover does not have a fixed time limit for you to make a claim unless specified in your wording in your RentalCover Account. 

Please submit a claim as soon as the rental period is complete and the damage charges have been settled with the rental company. Please check this helpful article to make sure you have all the necessary details and documents to support your claim before submitting.

If you have been involved in a multi-vehicle accident, please ensure you collect the other parties' details including their: 

• Full name.
• Address.
• Licence number.
• Vehicle registration number.
• Phone number.
• Email address.
• Name of their insurer.

You will need to share these details with both us and your rental car company when you begin a claim.

The claims process is different for single and multiple-vehicle accidents, and it can also differ by country.

Generally for accidents where more than one vehicle is involved, an investigation usually takes place between your rental company and the third party’s insurer. Please share the details of your rental company as the primary protection provider to the third party. However, in the US and some other countries, the investigation is between us and the other driver's insurer.

Please remember for a successful claim you must ensure you have not broken any local laws or breached your rental agreement. 

For more information on the claims process, please read the wording in your RentalCover Account.
 

In case of a medical emergency, please contact our emergency medical assistance provider, On Call International via the phone numbers below so you can get help as soon as possible.

A medical emergency is an event that poses an immediate risk to a person’s life and requires immediate assistance as a result of a serious injury, death or any other acute illness.

For customers: 
In the United States, please call 1-855-892-6490
Outside of the United States and Canada, please call 1-603-328-1378

If you have a US rental with our “Supplemental Liability Insurance” plan, your claim will follow these five steps:

1	2	3	4	5
Inform the rental company of any third-party claims against you for their injuries or property damage that you are made aware of.	Use our online form to inform us and our SLI insurance partner and then we will advise the next steps.	The insurer will assess the claim once it has been submitted.	You’ll be notified of any additional documentation or inquiries our SLI insurance partner may have pursuant to their investigation.	As these are third-party claims, our insurance partner will make you aware of anything that pertains to you.  Also, please inform them of any new claim information or developments to them.

Please contact us if you have any issues with your claim. For more information about SLI please read this article.

When you first visit RentalCover you will need to activate your account. Simply find the RentalCover confirmation text or email in your inbox or spam and click the activation link. If you’re having issues, it may be because the email addresses of some Apple users aren’t shared with RentalCover. Instead, you can simply click on the link provided in the confirmation email you received when you purchased RentalCover Protection and update your email address.

If you make a claim, you may be required to pay a deductible (also known as an excess). A deductible is usually an agreed amount or percentage that is subtracted from every covered claim event. For specific details about your RentalCover Protection and your deductible amount, please check your RentalCover Protection documents. 

Deductibles are usually part of most insurance products and help keep prices lower by having the RentalCover Protection holder absorb or contribute to part of the loss.

If applicable, your excess or deductible will be shown on your certificate.