Which documents do we need to process your claim?

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 licence

>What is this?

This is a photo of the driver’s licence 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 licence 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. Licence 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 recognised 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. Excess 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 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. 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.