Claims

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: A copy of the rental agreement...
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Submitting a claim

All claims must be submitted online. Just enter your Reference Number (this ends with "INS" and can be found on your confirmation email)...
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Tracking the status of your RentalCover claim

All claims follow these four stress-free steps.

What should I do if my vehicle is damaged, breaks down or is involved in an accident?

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...
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How and when will I receive my payment?

Three business days is the standard refund window for RentalCover Protection. It can take longer if documents are missing so please provide them at the outset...
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Submitting and tracking a claim for Collision Damage Insurance (our plan for US renters)

If you are a US resident in America with our “Collision Damage Protection” plan, your claim will follow these four stress-free steps: Claim is started via the online claim form...
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How are claims handled for multi-vehicle accidents?

The claims process is different for single and multiple vehicle accidents, and it can also differ by country...
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How to make a medical evacuation claim

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.
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How Do Supplemental Liability Insurance (for US rentals) Claims Work?

If you have a US rental with our “Supplemental Liability Insurance” plan, your claim will follow these four steps:
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I paid the full excess for damages. What do I do?

If you paid the full excess, you will need to submit the final invoice or any other form of evidence from the rental company when making a claim...
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Are international card fees deducted from claim payments?

Unfortunately, transaction fees are everywhere when you travel internationally.
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American residents with our Collision Damage Insurance: How damages are paid

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...
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How does RentalCover calculate the foreign exchange rate for approved claims?

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

How long after my accident can I make a claim?

Generally, RentalCover does not have a fixed time limit for you to make a claim unless specified in your wording...
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What is the final invoice and why do I need this?

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...
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What is an excess?

If you make a claim, you may be required to pay an excess (also known as a deductible)...
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I already submitted documents with my claim. Why was my document rejected?

Your document may have been rejected for one of the following reasons:
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How do I appeal my claim outcome?

Before submitting a request for a reexamination, we recommend reading through your wording to understand what your RentalCover Protection covers.
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How do I lodge a formal complaint about my claim?

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.
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What do the different claim statuses in the Claims Centre mean?

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