Claims

The way US rental companies react to collisions where their renter has an independent plan (like our Rental Car Damage Protection) differs between each rental company.

If you have our Rental Car Damage Protection plan and a US claim, depending on the rental company, the 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 up front and seek reimbursement under your plan, or
2. The rental company will work with us so you do not need to make any payment.

Want more information? Our Rental Guides explain how everything works.

Who pays if you bring your RentalCover.com Collision Damage Coverage Plan?

ACE

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	ACE will liaise directly with us	• 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.

Alamo

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Alamo will liaise directly with us	• 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.

Advantage

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Advantage will liaise directly with us	• 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.

Avis

Who pays the damage bill?	How is the bill paid?	What else you need to know
CDW Insurer	Avis will liaise directly with us	• 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.

Budget

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan 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 us.	• You need to quickly engage your CDW Insurer. They will facilitate your reimbursement for outgoing collision costs. • Budget will do a credit check on the plan holder at time of pickup and will most likely check your credit limit.

Dollar

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 us.	• 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.

Enterprise

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan 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 us.	• 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.

Hertz

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan 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 us.	• 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 plan holder at time of pickup and will most likely check your credit limit.

National

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan 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 us.	• 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 plan holder at time of pickup and will most likely check your credit limit.

Zipcar

Who pays the damage bill?	How is the bill paid?	What else you need to know
Plan 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 us.	• 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 plan holder at time of pickup and will most likely check your credit limit.

Want more information? Our Rental Guides explain how everything works.

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 policy 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

1	2	3	4
Claim is started via the online claim form	Our Claims Team will assess your claim	Once approved we will either pay the rental company or if they charged you, we will email you a payment link via email and text message	Payment will be issued via electronic payment

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), we aim to complete your claim within 3 business days. Claims involving multiple vehicles may take longer. Learn more about the documents you need to share when making a claim

When you first visit RentalCover you will need to activate your account. Simply find the RentalCover confirmation text 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.

All claims follow these four stress-free steps:

1	2	3	4
Claim is started via the online claim form	Our Claims Team will assess your claim	For Collision Damage Insurance customers, we typically handle claims directly with the car rental company. If not, once approved you will receive a payment link via email and text message. (More)	Payment will be issued via electronic payment (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), we aim to complete your claim within 3 business days 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.
 

In the event of a breakdown or an accident, it’s important to ensure everyone is safe. If anyone is hurt, either in your rented car or someone else involved in the accident, you should immediately call 911.  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
• Phone number
• Email
• License number 
• Vehicle identification number 
• Name of their insurance company

2. Contact the police to report the incident and gather evidence for your claim. Take photos, to the extent possible, of damages. Our Claims team may ask you to provide evidence such as written statements or police reports.

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

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

Do not arrange your own recovery or repair without the rental company’s knowledge as this may invalidate their rental terms and conditions. Reasonable charges for towing and vehicle relocation are covered by our plans. We do not cover "out of pocket" costs such as accommodation or phone calls.
 
When you complete your rental

Typically if you are traveling outside of the US, you will pay the rental company for damages and make a claim to us for reimbursement. It’s important to speak to the rental company to confirm that those charges are to be refunded if you were found to be “not at fault” after the insurance investigation. Check your wording in My Account for more information on how we handle "not at fault" accidents.

Please also ask the rental company to provide the terms and conditions that apply when a renter is found to be “not at fault”. We will also seek this information during our investigation.

​​After we’ve received all the required documents and information, our Claims team can begin processing your claim and preparing your refund when the claim is approved.

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 authorized drivers, the rental dates, rental terms and the deductible 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 authorized 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 license

> 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 licence.

> 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. Name.
2. License number (if applicable).
3. Date of birth.

 

>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 deductible or 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. 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.

 

>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 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.

 

>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.

 

>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.

 

>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 cheques in the mail. Payments will be issued via electronic payment.

All claims follow these four stress-free steps:

1	2	3	4
Claim is started via the online claim form	Our Claims team will assess your claim	For Collision Damage Insurance customers, we typically handle claims directly with the car rental company. If not, once approved you will receive a payment link via email and text message. (More)	Payment will be issued via electronic payment (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), we aim to process your claim in 3 days 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.

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.

 

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 five steps:

1	2	3	4	5
Inform the rental company of any third-party claims against you for their injuries or property damage that you are made aware of.	Use our online form to inform us and our SLI insurance partner and then we will advise the next steps.	The insurer will assess the claim once it has been submitted.	You’ll be notified of any additional documentation or inquiries our SLI insurance partner may have pursuant to their investigation.	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. For more information about SLI please read this article.

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. 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.

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.
 

After successfully submitting your claim, you’ll be able to see the status of your supporting documents in the Claims Centre. 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 Centre via the link in your email with the subject line “We need more information”.
2. Click on ‘Upload File’ on 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 paperwork, without which your claim status will be changed to ‘pending’ or ‘closed’, depending on the time taken.

This helpful article has a guide to what documents you may need based on your claim reason.