Claims

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

If you have a RentalCover.com policy and a US claim, depending on the rental company, 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. Is your rental company missing? Let us know so we can add it for you.

Who pays if you bring your RentalCover.com CDW?

ACE

• Who pays the damage bill?
  CDW insurer.

• How is the bill paid?
  ACE will liaise with RentalCover.com.

• What else you need to know.
  ACE will contact your CDW Insurer immediately after an accident or upon return of the vehicle. If, for some reason, the insurer does not immediately accept responsibility for the forthcoming matter (e.g. if they're closed), ACE won't charge you but will keep trying to contact your CDW insurer.

Alamo

• Who pays the damage bill?
  CDW insurer.

• How is the bill paid?
  Alamo will liaise with RentalCover.com.

• What else you need to know.
  Alamo will contact your CDW Insurer immediately after an accident or upon return of the vehicle. If, for some reason, the insurer does not immediately accept responsibility for the forthcoming matter (e.g. if they're closed), you will be charged for the damages. You can seek expedited reimbursement from your CDW insurer.

Advantage

• Who pays the damage bill?
  CDW insurer.

• How is the bill paid?
  Advantage will liaise with RentalCover.com.

• What else you need to know.
  You need to engage your CDW insurer quickly. Your CDW insurer would be responsible for the damages. If, for some reason, the insurer does not immediately accept responsibility for the forthcoming matter (e.g. if they're closed), you will need to keep contacting your CDW insurer, but Advantage won't charge you for the damage.

Avis

• Who pays the damage bill?
  CDW insurer.

• How is the bill paid?
  Avis will liaise with RentalCover.com.

• What else you need to know.
  Avis will contact your CDW insurer immediately after an accident or upon return of the vehicle. If, for some reason, the insurer does not immediately accept responsibility for the forthcoming matter (e.g. if they're closed), you will be charged for the damages. You can seek expedited reimbursement from your CDW insurer.

Budget

• Who pays the damage bill?
  Policyholder.

• How is the bill paid?
  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.

• What else you need to know.
  You need to quickly engage your CDW insurer. Budget will do a credit check on the policyholder at the time of pickup and will most likely check your credit limit.

Dollar

• Who pays the damage bill?
  CDW insurer

• How is the bill paid?
  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.

• What else you need to know.
  Dollar will contact your CDW insurer immediately after an accident or upon return of the vehicle. If, for some reason, the insurer does not immediately accept responsibility for the forthcoming matter (e.g. if they're closed), you will be charged for the damage and then you would seek expedited reimbursement from your CDW insurer.

Enterprise

• Who pays the damage bill?
  Policyholder

• How is the bill paid?
  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.

• What else you need to know.
  Enterprise will charge a deductible directly to your credit card in the event of damage ($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?
  Policyholder

• How is the bill paid?
  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.

• What else you need to know.
  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 policyholder at the time of pickup and will most likely check your credit limit.

National

• Who pays the damage bill?
  Policyholder

• How is the bill paid?
  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.

• What else you need to know.
  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 policyholder at the time of pickup and will most likely check your credit limit.

Zipcar

• Who pays the damage bill?
  Policyholder

• How is the bill paid?
  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.

• What else you need to know.
  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 policyholder at the time of pickup and will most likely check your credit limit.

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.

Your claim payment amount is calculated in the same currency as your RentalCover Protection purchase. If the currency of your purchase is different to the currency of the bank account you shared with us via our secure payment link, exchange rates will be applied.

For example, if you purchased your RentalCover Protection in US Dollars but the bank details you shared are for your bank account that operates in Euros, the US Dollar-Euro exchange rate will be applied during the payment processing. This means the final amount reflected in your account may appear different to the total claim payment breakdown you receive when your claim is approved, which is stated in US Dollars.

Exchange rates are beyond our control and are not initially included in the claim payment breakdown. You can, however, see any applicable exchange rates when you provide your bank account details to us.

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 protection is completed and the damage charge has been settled with the rental company, please submit your online claim and attach any supporting documents. Learn more about the documents you need to share when making a claim.

1. Start a claim via the online claim form.

2. Our Claims Team will assess your claim.

3. Once approved, you will receive a payment link via email and text message.

4. Payment is completed quickly by electronic transfer.

We will keep you updated by email at every step of the claims journey. Except for 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 follow four steps:

1. Submit a claim via the online claim form.

2. Our Claims Team will assess your claim.

3. Once approved, you will receive a payment link via email and text message.

4. Payment is completed quickly by electronic transfer. You can also check our article on the payment process.

We will keep you updated by email at every step of the claims journey. Except for 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. Where possible, pull over, turn on your hazard lights and get everyone to safety. You can then:

1. If applicable, collect the other parties' details, including their:

• Full name.

• Address.

• License number.

• Vehicle registration number.

• Phone number.

• Email address.

• Name of their insurance.

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

3. Contact the police to report the incident. Keep documentation of this process. During the claim submission process, you will be asked to provide details and documents to support your claim, e.g. police reports or written statements. This may also be a requirement by the rental company. To check if it is required by your rental company, please contact them directly.

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

If you were involved in a multiple-vehicle accident, contact your rental company to see if they intend to refund those charges if you are found to be “not at fault”. Gather documentation explaining your rental company’s process and rules in this case, as you will need it during the claims process. Check your wording in your RentalCover Account for more information on how we handle "not at fault" accidents.

Do not arrange your own recovery or repair without the rental company’s knowledge, as this may invalidate their rental terms and conditions. Charges for towing and vehicle relocation are covered by RentalCover. We do not cover "out-of-pocket" costs such as accommodation or phone calls.

When you complete your rental

Typically, if you are travelling outside of the US, you will be charged an excess/deductible for the damages. Sometimes rental companies will charge you the full excess/deductible upfront and partially refund you later if the repair costs end up less than the excess/deductible amount.

After we’ve received all required documents and information, our Claims Team can begin processing your claim. Please allow time for our Claims Team to assess all the circumstances and evidence related to your claim. Depending on the country and complexity of the claim, it can take several days. Any updates will be communicated via email, so please keep an eye on your inbox.

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 the requested evidence. We will not be able to assess your claim without the required evidence.

1. A copy of the vehicle rental agreement

What is this?

When you pick up your vehicle, the rental company will provide you with the rental agreement to sign. It should include the names of authorised drivers, the rental dates, rental terms and the excess amount charged by the rental company. The rental agreement is different from the booking confirmation you received when initially booking the vehicle. If you do not have the rental agreement, you can reach out to your rental company for a copy.

Please note that the policyholder needs to be named as an authorised driver on the rental agreement in order for the protection to be valid.

Why is it needed?

During a claim assessment, we need to verify that you and any additional drivers are included in the agreement. The documents you provide as proof help us to do so.

What should it include?

1. Names of authorised drivers.

2. Rental dates.

3. Excess amount.

4. Rental company location.

5. Rental vehicle information.

6. Rental agreement number.

7. Rental company name.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include correspondence with your rental company or other confirmation of your rental.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

2. A photo of your driver's license

What is this?

This is a photo of the driver’s license that you used to rent the vehicle. Depending on your country or region, this document may have important information on the front and back. If this is the case, please provide photos of both sides of the ID.

Why is it needed?

During a claim assessment, we need to verify that your identity matches the details on your rental agreement and that you held a valid license at the time of the rental. The documents you provide as proof help us to do so.

What should it include?

1. First and last name.

2. License number.

3. Date of birth.

4. Expiration date.

5. Issuing country.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include any form of identification that is formally recognized by an issuing government entity.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

3. Proof of payment for the final rental company charges

What is this?

Once you have made your final payment to the rental company, and if you receive any refunds, this information should show on your bank or credit card statement, depending on which method you used to make your purchase. This should clearly show the final amount you paid to the rental company for damages and any refund you may have received. Refunds often occur if the full excess was charged initially and the final damage cost was less than the amount that you paid.

Why is it needed?

During a claim assessment, we need to verify the amount that has been paid to the rental company. The documents you provide as proof help us to do so.

What should it include?

1. Booking agent.

2. Security deposit.

3. Deductible cover.

4. Refund for security deposit.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include any records from your bank or credit card provider showing that you paid the amount required for your rental and any refunds you received.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

4. Repair invoice from the rental company

What is this?

If your vehicle was damaged during your trip, you will receive a final repair invoice or receipt from the rental company after your trip has ended 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?

During a claim assessment, we need to verify the final damage amount charged by the rental company. The documents you provide as proof help us to do so.

What should it include?

1. Vehicle information (e.g. make and model).

2. Repair cost breakdown.

3. Total cost.

4. Entity issuing the document (e.g. company or repair shop).

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include correspondence from your rental company or another document from them, including a breakdown of your rental and repair charges.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

5. Proof of correspondence between the driver and the rental company

What is this?

If you have interacted with the rental company after your accident, please send us a copy of any emails, letters, or customer support chats you have exchanged.

Why is it needed?

During a claim assessment, we need to verify the details of your situation. The documents you provide as proof help us to do so.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include any documentation of your interactions with the rental company.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

6. Final damage invoice from the rental company

What is this?

After your trip has ended, your rental company will provide you with a final invoice detailing the final amount you have been charged. It should include a cost breakdown that separates rental costs from damage costs or excess charges and any refunds you may have received.

Some rental companies will charge you the full deductible applicable to 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. The final invoice will make this clear.

Why is it needed?

During a claim assessment, we need to verify the damage charges (i.e. the excess that you are required to pay for the damages). The documents you provide as proof help us to do so.

What should it include?

1. Driver’s first and last name, rental agreement number, or customer email address.

2. Damage charges.

3. Fees.

4. Taxes.

5. Additional charges.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include the most recent invoice you received from your rental company or other documentation of the charges for your rental.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

7. Police report

What is this?

When an accident occurs and you suffer loss or damage, the police or local law enforcement agency can typically supply you with a document detailing the circumstances surrounding the incident. This document contains important information about your accident, including the date and time of the incident, the time and date that the police were notified, driver and passenger details, a summary of the damage, and any witness statements. If your claim becomes a legal matter, this report can be invaluable.

Why is it needed?

During a claim assessment, we need to verify the circumstances of more serious accidents. If your claim becomes a legal matter, this report can be invaluable. The documents you provide as proof help us to do so.

What should it include?

1. Date the document was issued.

2. Entity issuing the document.

3. Date and time of the incident.

4. Details of the incident.

5. Details of any third parties (other drivers) involved.

6. Details of the vehicles involved (model and registration)

7. Owner of the vehicle.

8. Driver(s)’ names.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include photos, correspondence about the incident, etc.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

8. Damage report

What is it?

When your rental car is damaged during your trip, your rental company will provide a damage report, also known as an accident or incident report. It will generally be a form where the rental 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?

During a claim assessment, we need to verify 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. The documents you provide as proof help us to do so.

What should it include?

1. Customer information.

2. Vehicle information.

3. Event information.

4. Date and time of the incident.

What if I don’t have these documents?

If you don’t have the particular documents requested, please supply other evidence to support your claim. This can include photos, correspondence about the incident, etc.

You will have an opportunity to explain your circumstances and missing information during your claim submission.

Approximately 95% of approved Collision Damage Waiver (CDW) claims are paid directly 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 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 secure link. Simply click 'Get Paid' and carefully complete your bank details. Incorrect or incomplete payment details may cause delays in payment processing.

As soon as we have received your details, we will automatically process your payment. Payments may take up to 5 days to complete. The biggest cause of delays is incorrect bank details.

If any alternative payment types are available, they will be listed on the secure page. We don’t send checks in the mail. Payments will be issued via electronic payment.

If you are a US resident with our “Collision Damage Protection” plan, your claim will follow these steps:

1. Start the process via our online claim form and then we will advise the next steps.

2. Once you've submitted your claim to the insurance provider Crum & Forster, they will assess your claim. Please make sure to remove the dashes from your INS number when you fill in your details on the Crum & Forster claim form.

3. You’ll be notified by email from Crum & Forster when your claim has been approved.

4. Crum & Forster will post you a check for the refund amount in the name of the insured passenger.

Please note that claims normally take between 4-5 weeks to be assessed, though this may take longer if any documents are missing.

You can always track your claim via the claims portal, but please contact us if you have any issues with your Crum & Forster claim.

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

The final rental invoice includes any excess 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 contact your rental company for a speedier response.

How do I make a claim? After your trip has ended and your vehicle has been returned, you can submit your claim using our online claim form.

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 make sure you have all the necessary details and documents to support your claim before submitting.

If you are involved in a multi-vehicle accident, your rental company may charge you for the damage up to the full amount of your deductible until the insurers decide who is at fault and close the case.

But don't worry, we work with our partners to make this process as fast as possible.

If you had an accident, you can start a claim via our online claim form. To help speed up the process, please give us as much information as possible, including whether you have shared the other party's details with your rental company.

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

• Full name.

• Address.

• License number.

• Vehicle registration number.

• Phone number.

• Email address.

• Name of their insurer.

You will need to share these details with both RentalCover 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 that 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.

If you have a US rental with our Supplemental Liability Insurance (SLI) plan, your claim will follow these steps:

1. Inform the rental company of any third-party claims against you for their injuries or property damage that you are made aware of.

2. Use our online claim form to inform RentalCover and our SLI insurance partner so we can advise the next steps.

3. The insurer will assess the claim once it has been submitted.

4. You’ll be notified of any additional documentation or inquiries our SLI insurance partner may have pursuant to their investigation.

5. 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.

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.

If you receive a request for additional evidence related to a document you already provided, please check the email from the RentalCover Claims Team with the subject “We need your help”, to see what has been requested in order to progress with the claim assessment. This may include:

1. An issue with your document file. Common file issues include formatting issues, documents that are blurry or hard to read and blank files. Please upload a new version of your document file and make sure it is clear and easy to read.

2. Information is missing from your document. Our claims assessors need certain information in your document in order to verify the details of your claim. Please re-upload your document, ensuring that it includes all the required information based on your claim reason.

3. The information in your document doesn’t match the information you provided during the claims process. Please ensure you upload the correct document to support your claim.

The biggest cause of delays during claim assessment is incorrect or missing evidence, without which your claim status will be changed to ‘pending’ or ‘closed’, depending on the time taken.

Before submitting a request for a reexamination, we recommend reading through your wording to understand what your RentalCover Protection covers.

The RentalCover Claims Team does a thorough assessment of each claim based on the inclusions and exclusions outlined in your wording, the circumstances you describe in your claim information, and the supporting evidence you provide. If you have new evidence to support your claim, you can reply to any of our emails for a reexamination of your claim.

In the email, tell us why you’d like to appeal your claim. Then attach any documentation that supports your appeal. Please make sure the documents you upload are high-quality and easy to read.

If you have already appealed your claim outcome and you’re still unhappy with our final response, the formal complaint process is outlined in your wording. You can find more information on how to file a complaint in your wording.

After successfully submitting your claim, you’ll be able to follow the progress of your claim in the Claims Center. Here’s a quick summary of what all the statuses mean.

• Submitted
  You have successfully submitted your claim. The claim assessment will begin shortly.

• Under Assessment
  We are actively assessing your claim. Keep an eye on your inbox. We may request additional information or documents to support your claim.

• Action Required
  We require you to complete an action before progressing with your claim assessment. Please check your inbox for an email from us letting you know the details we need. For example, we may ask for additional documents to support your claim, provide instructions for an inspection of the item you are claiming for, etc. Your claim will remain in this status and not progress further until you complete the action.

• Settled
  Your claim assessment has been completed and your claim fulfilled. If your claim is approved, see the following article explaining how you'll receive your claim payment.

• Closed
  The action previously required by you was not completed in the specified timeframe and your claim has been closed.

• Under Review
  If your claim has been closed and you send us additional documentation, our team will review the information provided.

• Declined
  Your claim has been declined.

• Withdrawn
  You requested that the claim be withdrawn.

After successfully submitting your claim, you’ll be able to see the status of your supporting documents in the Claims Center. We’ll update the document status as we receive and process your documents. Here’s a quick summary of what all the statuses mean.

• Not provided: No documents have been uploaded for that document type.

• Received: We have received your document and will assess it soon.

• Processed: Your document matches our requirements, and we are proceeding with your claim assessment.

• Reupload required: There is an issue with your document. Please check the ‘Comments’ section under the document to see what action is required from you.

• New document requested: After reviewing your claim information, we need additional evidence from you. Click the ‘Example’ link under the document name to find out more about this document and where to get it.

If you’ve already submitted a claim and our friendly Claims Team request additional or corrected documents, or you would like to add supporting evidence to your claim, you can do so by following the steps below:

1. Go to the Claims Center via the link in your email with the subject line “We need more information”.

2. Click on ‘Upload File’ for the evidence you would like to add.

3. In the document screen, drag your documents into the section or browse to where the documents are located on your device and click on ‘Submit Document’.

The biggest cause of delays during claim assessment is incorrect or missing documents that support your claim. Without supporting documents, your claim status will be changed to ‘pending’ or ‘closed’, depending on the time taken.