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 as stress-free as possible. To process your claim as quickly as possible, 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
    We ask you to enter your details. More Info ›
  3. We might have a few questions before we process your claim...
    Approximately 95% of US Collision Damage Waiver claims are completed within 5-10 days. Supplemental Liability Insurance claims require more time. More Info ›
  4. Once approved, payment is made
    For approved Collision Damage Insurance claims, payment is usually made direct to rental companies. More Info ›
  5. Remember, we’re here to help!
    If you have any issues with the claim please drop us a line, just reply to any of our emails.

FAQs

The way US rental companies react to collisions where their renter has an independent plan, such as one from RentalCover.com, differs between each rental company.

If you have a RentalCover.com 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 upfront and seek reimbursement from RentalCover.com, or
2. The rental company will work with RentalCover.com so you do not need to make any payment.

This is not an exhaustive list and there are exceptions on a state-by-state basis. Your rental company missing? Let us know so we can add it for you.

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

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

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

• 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.

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

• 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.

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

• 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.

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

• 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.

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 RentalCover.com.

• 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.

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 RentalCover.com.

• 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.

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 RentalCover.com.

• 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.

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 RentalCover.com.

• 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.

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 RentalCover.com.

• 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.

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 RentalCover.com.

• 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 the RentalCover.com payment form. Mark has a US$ bank account and prefers to receive US$ because his bank charges excessive fees for non-US$ transfers and the process can take several weeks.
  5. Mark receives his US$ payment from RentalCover.com 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 #3 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

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Claim is started via the online claim form

Our Claims team will assess your claim

Once approved you will receive 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), your claim will take between 5 - 10 days to process depending on where you live and where you went. Claims involving multiple vehicles may take longer.

All claims follows 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), your claim will take between 5 - 10 days to process 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.

Our Claims team is here to help ensure that the claim process is as stress-free as possible
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 and your rental period is over and the final charges have been settled by the rental company, submit a claim with 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 RentalCover.com policies. 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 required documents and information our Claims team can begin processing your claim and preparing your refund when the claim is approved.

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:

> What is this?
The signed contract provided by your rental company when you picked up your vehicle.

> Why is it needed?
To confirm eligibility for yourself and additional drivers. It also includes the rental dates, the rental terms and the maximum amount that can be charged by the rental company.

> What is this?
The license that you used to rent the vehicle.

> Why is it needed?
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 is this?
While most claims are paid directly by us to the rental company, occasionally US renters have charges that require reimbursement (this is always the case outside of the US). A card statement that displays the amount you paid to the rental company helps ensure that any reimbursements are accurate and that there's no refunds pending.

> Why is it needed?
To verify that the payment has been made.

> What is this?
Any email or letters you have exchanged with the rental company following your accident.

> Why is it needed?
This information can save us time when assessing your claim request.

> What is this?
As above, for non-US rentals you would likely pay the rental company. The final invoice 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 is this?
This is the report created by the police and includes information about your accident, including any witness statements, summary of the damage and also driver and passenger details.

> Why is it needed?
This document confirms the circumstances of more serious accidents, and any charges that have been issued by the police to those involved. If your claim becomes a legal matter this report can be invaluable. You can obtain this document by contacting the local law enforcement agency.

Approximately 95% of approved Collision Damage Waiver (CDW) claims are paid direct to rental companies within 5-10 business days. It can take longer if documents are missing so please provide the documents at the outset. Some CDW claims can take longer to determine liability if there’s 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 follows 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), your claim will take between 5 - 10 days to process 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.

Our Claims team is here to help ensure that the claim process is as stress-free as possible

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.

The final rental invoice includes any deductible charges, minus any refunds you might have received from the rental company
 

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 that you call 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.

Submit your claim without delay to ensure you don’t exceed the maximum notice period. For instance Rental Car Damage and Theft Coverage claims typically need to be made within 20 days and all supporting evidence typically needs to be provided within 90 days.

You can find this information on your insurance documents, accessible from your My Account page. 
 
You may be able to submit a claim outside of this time, but you will need to explain the reason for this delay
If you have been involved in an accident with another vehicle, please notify the rental company and the police and ensure you collect the other party's details: 
  • Full name
  • Address
  • License number 
  • Vehicle registration number 
  • Phone number
  • Name of their insurance
You will need to share these details with both us and your rental car company when you begin a claim. You will be asked to give a detailed account of what happened and who was "at fault" (i.e. liable for the damage and/or injuries). Our Supplemental Liability Insurance ("SLI") covers potential liability claims while Collision Damage Insurance covers your damages to your rental vehicle. If, after investigating, the insurers deem that you were at fault, your liability insurer would handle the claim and payment with the third party's insurer.

When renting outside of the US, RentalCover.com acts on behalf of the insurer to conduct investigations and determine responsibility.

For a successful claim you must ensure you have not or breached your rental agreement. 

For more information on the claims process, please read your plan wording in your 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:

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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.