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Help centreProtecting your rental doesn’t have to be confusing. Find answers to our most frequently asked questions.
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Claims

Which documents do we need to process your claim?

To help our team assess your claim as quickly as possible, please provide the following documents...
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Submitting a claim

All claims must be submitted online using your Reference Number (this ends with "INS")...
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Tracking your claim status

All claims follow these steps...


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What to do if your vehicle is damaged, breaks down, or in an accident?

In the event of a breakdown or an accident, it is important that you follow these steps...
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How will I receive payment for an approved claim?

Once your claim is approved, our friendly Claims Team will send you a payment email containing a secure link...
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How to submit and track a Collision Damage claim (US renters)

If you are a US resident with our “Collision Damage Protection” plan, your claim will follow these steps...
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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 do Supplemental Liability Insurance claims work (US rentals)?

If you have a US rental with our Supplemental Liability Insurance (SLI) plan, your claim will follow these 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 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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Collision Damage Insurance for U.S. Residents: How claims are paid

US rental companies react to collisions differently, where their renter has an independent policy...
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Do exchange rates apply when my claim is paid?

Your claim payment amount is calculated in the same currency as your RentalCover Protection purchase...

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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 paid your rental company in the event of an accident...
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I've been involved in a multi-vehicle accident. What happens now?

If you are involved in a multi-vehicle accident, your rental company will charge you for the damage...
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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...
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How do I lodge a formal complaint about my claim?

The formal complaint process is outlined in your wording...
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What do the different claim statuses in the Claims Centre mean?

You’ll be able to follow the progress of your claim in the Claims Centre. Here’s what the statuses mean...
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What do the supporting document statuses in the Claims Centre mean?

After successfully submitting your claim, you’ll be able to see the status of your supporting documents in the Claims Centre...
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How do I add extra documents to my existing claim?

If our Claims Team request additional or corrected documents, or you would like to add supporting evidence to your claim...
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