Zahtjevi

Ako ste imali nezgodu iskreno se nadamo da su svi dobro i na sigurnom! Mi smo tu 24 sata na dan, 7 dana u tjednu kako bismo vam pomogli da proces podnošenja zahtjeva protiče bez stresa. Trenutačno, mi odobravamo zahtjeve u prosječnom roku od 3 dana od podnošenja, ali trebamo vašu pomoć! Ljubazno molimo pročitajte sva ova najčešće postavljana pitanja (FAQs) i sjetite se pregledati vašu e-poštu za ažuriranja od strane našeg Tima za zahtjeve.

  1. Prije nego što pokrenete vaš zahtjev
    Potrebni su nam ovih 4 ili 5 dokumenata. Više informacija ›
  2. Podnesite zahtjev
    Unesite svoje podatke za trenutačno plaćanje. Više informacija ›
  3. Mogli bismo imati jedno ili dva pitanja, no obično ne!
    95% zahtjeva odobrava se bez pitanja. To je jednostavan proces obrade zahtjeva, mi ćemo vas ažurirati kako on bude napredovao. Više informacija ›
  4. Naš tim za plaćanja dostavit će vam novac
    Vašem novcu trebat će 1- 5 dana da legne na račun, ovisno o tomu gdje živite i kuda ste otišli. Više informacija ›
  5. Zapamtite, ovdje smo kako bismo vam pomogli!
    Pokrili smo vaše posljednje putovanje, zašto ne biste rezervirali i sljedeće!

FAQs

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. Your rental company missing? Let us know so we can add it for you
 

Who pays if you bring your RentalCover.com CDW?

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
Policy 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 policy 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
Policy 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
Policy 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 policy 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
Policy 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 policy 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
Policy 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 policy holder at time of pickup and will most likely check your credit limit.


Want more information? Our Rental Guides explain how everything works.
Nažalost, transakcijske naknade su svugdje kad putujete u inozemstvo. 

Kad isplaćuju potraživanje putem prijenosa novca, banke naplaćuju najmanje 15 USD (ili ekvivalentnu vrijednost u vašoj lokalnoj valuti). Mi ne prenosimo te troškove na vas ako banka nama naplati ovu naknadu. Ako banka ovu naknadu naplati vama, mi, na žalost, nismo prilici pokriti taj trošak.
Postoji nekoliko razmatranja kad se uspoređuju tečajevi i nekoliko načina za njihovo računanje. Upotrijebimo jedan primjer:
  • Mark je iz UK. Njemu su zaračunali 500 € u njegovoj tvrtki za iznajmljivanje za prometnu nezgodu u Francuskoj. Njegovo potraživanje od 500 € odobreno je danas od strane RentalCover.com.
  • Marku će biti plaćeno u britanskim funtama, GBP.
RentalCover.com Tim za obradu zahtjeva pretvara zaračunate valute (za Marka to su euri) u valute plaćanja (za Marka ovo je britanska funta) na temelju tečajeva za prijenos dostupnih od nekoliko platformi za prijenos novca. Oni su 3-5% povoljniji nego bankovni tečajevi i 4-6% povoljniji od mjenjačnica.

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. 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 is completed quickly by electronic transfer

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.
 

  Learn more about the documents you need to share when making a claim

All claims follow these four stress-free steps:

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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 is completed quickly by electronic transfer (learn 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. 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.
  • Licence 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 and when your rental period is over and the final charges have been settled by the rental company, 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. This helpful article explains what you can do if you don’t receive your partial refund.

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 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 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.

  Document - Rental Agreement


2. A photo of your driver's licence

> What is this?
A photo of the licence 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 licence at the time of the rental.

>What should it include?
  1. Name.
  2. Address.
  3. Licence number (if applicable).
  4. Date of birth.
  Document - Driver's license


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.
  Document - Bank statement

​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.
  Document - Driver's license

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
  Document - Final invoice

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.
  Document - Final invoice

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.
  Document - Rental Agreement

We aim to complete 95% of claims within three business days. It can take longer if documents are missing so please provide the documents at the outset. Once approved you will receive an email that includes a link to a payment form where you will enter your bank account details. Approved claims are paid instantly, however, it can take several days to settle depending on your bank country. If you have a US rental with Supplemental Liability Insurance please read this article.

The protection we offer is a reimbursable product which means the rental company charges your credit card for damages and we refund you afterwards if your claim is approved.

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

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

Once you've submitted your claim with the insurance provider Crum & Forster, they will assess your claim

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

Crum & Forster will post you a cheque 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.

Please make sure to remove the dashes from your INS number when you fill in your details on the Crum & Forster claim form. 

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 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 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.
 

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

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

Once you've submitted your claim with the insurer, they will assess your claim.

You’ll be notified when your claim has been approved.

The insurer will issue the payment to the third party.

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

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

Excesses 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. This helpful article explains what information your documented evidence needs to include, 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.