How do I proceed with a rental car complaint or claim?

Important facts described briefly below:

When it comes to claims, we need your support. Please send us the following documents by e-mail for further examination and processing:

1. Description of the incident
2. Local rental contract
3. Credit card statement (in case of an unlawful debit)
4. SWIFT code, Routing number, and account number, or IBAN and BIC (HAPPYCAR GmbH does not store any customer payment data; for this reason, it is necessary to send the current bank details for possible refunds)
5. Invoice from the local supplier (if you are charged for damage, you will receive an invoice from the local supplier, which is helpful for further processing of your complaint)
6. Photo of the damage or area of complaint

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Have you booked a rental car and discover a defect? During your rental period, damage occurs? You want your deductible back? For all of these questions and important information on car rental claims, please read below.

What should I do if the rental car does not have the agreed-upon equipment?

In this case, you can notify the car rental company directly on-site. Before taking the rental car, check whether it has the booked equipment. If not, you should inform the rental company before you accept the car. You should also make sure that any defects are immediately entered into the rental contract.

What should I do in the case of damage or theft?

In case of theft or damage, you should immediately file a claim about the rental car at the local car rental company. Usually, you will find a telephone number in the documents to use in case of an emergency. You should call to clarify the further procedure. If you go to a garage and have the rental car repaired without prior consultation, you may have to pay the costs yourself.

Car rental complaint: What should I do in the case of an accident?

In the case of a rental car accident, you should inform the local police. They can record and document the accident. In some cases, you are obliged to do so. Even if it would not be necessary, it often makes it easier for you to clarify and process the claim.

When can I report the claim to HAPPYCAR?

In case of damage or theft, the rental car claim is usually made after the return. During the rental period, it is usually not yet possible to submit a claim. As soon as you have returned the vehicle, please contact us directly. We contact the provider and clarify the further procedure.

How does a rental car complaint work?

You tell us the reason for the complaint. Describe to us in detail what kind of problem you had with the rental car or the car rental company. Additionally, we need some documents from you. These include the rental contract from the local car rental company and the credit card statement. On the credit card statement, we can see what amount the car rental company has retained. In case of damage, we need the damage report of the rental company. In case of an accident or vandalism, you should also submit the police report to us. When we have received all the documents from you, we can initiate the claim for you. We will report your car rental claim to the car rental company or the responsible provider.

Is there a deadline for filing a complaint or claim?

Some car rental companies and providers have a deadline for you to submit the documents for a car rental complaint or claim. Therefore, you should contact us as soon as possible after the return of the vehicle. You will find the deadline in the contract documents or in the provider’s terms and conditions.

What happens after submitting a rental car claim?

Your claim will be examined. If it is accepted, you will get your deductible back. Depending on the provider, it can take six to eight weeks until you receive your money. In some cases, it can take longer due to the claim being checked by different people.

Can I claim insurance?

When renting a vehicle abroad, sometimes, there are communication difficulties due to a foreign language. If you take out an insurance policy, although you are already sufficiently insured, you can try to make a claim. In this case, you have to contact the supplier directly, since you have concluded the contract with them. The chances of a refund depend on the individual case.

Car rental claim: How is the damage calculated?

Many car rental companies have predetermined damage lists for rental car claims. There are types of damage and prices specified. In the case of damage, the amount for the damage can usually be estimated quickly and named concretely. Damage lists can usually be viewed at the car rental company before you sign the rental contract, and the damage is calculated.