索賠

若您不幸碰上意外,我們衷心希望所有人都安全無恙!我們每星期7天、每天24小隨時待命,以確保您可輕鬆完成索償程序。目前,我們在提交文件後起計平均3天內批准索償申請,但我們需要您的合作!我們懇請您閱讀所有這些常見問題,並記得查看您的電郵,以獲取來自索償團隊的最新消息。</span>

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在您提出索償之前

我們需要這4份或5份文件。 更多信息

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提交您的索償申請

输入您的详细信息以立即付款。 更多信息

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我們可能會有一個或兩個問題,但通常都沒有!

95%的索償申請均可在無疑問的情況下獲批。索償程序非常簡單,而且我們會向您通知其進度。 更多信息

4

我們的付款團隊將會完成付款

您收到款項的期間將會依您的居住國家及你的旅遊國家而有所不同,通常會在撥款後天內入帳。 更多信息

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請記住,我們隨時可為您提供協助!

您上一次的旅行已受到保障,現在您可放心計劃下一趙!

常見問題

Are international card fees deducted from claim payments?

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.

Submitting a claim

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

Tracking the status of your RentalCover 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

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. 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.

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 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. Rental dates.
  2. Names of authorised drivers.
  3. Excess amount.

>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. Name.
  2. Licence number (if applicable).
  3. Date of birth.
  Document - Driver's license

>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. Bank or credit card statement with 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 or 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. The 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. Repair cost breakdown.
  2. Total cost.
  Document - Driver's license
>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. Your final 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 invoice will make this clear (learn more here).

> 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. Cost breakdown
  Document - Final invoice
>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 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

>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.
  Document - Rental Agreement

>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.

How and when will I receive my payment?

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.

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.

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.

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 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.

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 (e.g. a confirmation from the rental company that the repair amount was lower or higher than the excess amount, or that the vehicle was written off).

Rental companies often deduct the full excess value of a vehicle and later issue a refund if the repair costs are lower than the excess amount. A refund will also be issued if another vehicle is involved and the other driver is deemed to be at fault. However, if the repair costs are higher than the excess amount, a refund will not be issued and the original invoice will be your final invoice.

For more information on the claims process for multi-vehicle accidents, please refer to this helpful article.
 

How are claims handled for multi-vehicle accidents?

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.
 

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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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.

Can I increase or decrease my RentalCover Protection limit?

Depending on the protection type, country of destination and vehicle type, you may be able to increase or decrease your protection limit. 

To see if you can increase or decrease your protection limit, please follow the steps below:
  • Log in to your RentalCover Account.
  • Select the protection you’d like to adjust the limit for.
  • If available, you’ll see a pen icon under “Limit (per trip)”. If you do not see a pen icon, we cannot modify your protection limit.
  • Click the pen icon to increase or decrease your protection limit.
Your limit is subject to a minimum and maximum limit, and you won’t be able to increase or decrease your limit past the set limits.

Do I need to link my RentalCover Protection to my rental booking?

When you purchase RentalCover Protection directly with us, RentalCover does not require the protection to be linked to your rental booking. You don’t need to share your rental booking details with us at the time of purchase, and we’ll only ask for your rental agreement when you make a claim.

Your RentalCover Protection certificate won’t include the Vehicle Identification Number (VIN) as we only need to know the vehicle type of your rental. 

You can view and download your RentalCover Protection documents in your RentalCover Account.

提出新索償

For fast payment you will need the Booking Reference for your policy (ending with "INS") and digital scans/photos of your: