Important facts described briefly below:
We need your support in settling claims. Please send us the following documents by e-mail for further examination and processing:
- Description of the incident
- Local rental contract
- Credit card statement showing the calculated amount of damage
- SWIFT code, routing number, and account number (HAPPYCAR GmbH does not store any customer payment data; for this reason it is absolutely necessary to send the current bank details for possible refunds)
- Invoice from the local provider (if you are charged for damage, you will receive an invoice from the local provider, which is helpful for further processing of your complaint)
- Photograph of the damage or area of complaint
- If damage to the rental car has been caused by third parties, a police report is required - this also applies to damage caused by vandalism
(Documents can be scanned or photographed. Please ensure that the documents are easy to read)
What do I do if the rental car is damaged?
In the case of damage, you should immediately file a complaint about the rental car with the rental company on site. You will usually find a telephone number in the provided documents for emergencies. You can also find the phone number of the local rental provider station on the voucher you received from HAPPYCAR. You should call the local branch to clarify how to proceed. If the damage to the rental car is so severe that you need a new rental car, please contact the local station. Depending on availability, the local station can provide a new rental car.
(If you drive to a repair garage and have the rental car repaired without prior consultation, you may have to pay the costs yourself. It is therefore advisable to check with the local station in advance).
You can also contact our service center in the case of any language difficulties. We are happy to help.
When can I report the damage to HAPPYCAR?
In the case of damage, the settlement is usually made after the return of the rental car. However, please notify HAPPYCAR after notifying the supplier. We will discuss the further steps and the procedure of the settlement with you.
Is there a deadline to report the damage?
With some car rental companies and providers there is a time limit within which you must submit the documents for the settlement of the claim. Therefore you should contact us as soon as possible. You will find the deadline in the contract documents or in the general terms and conditions of the supplier.
What happens after submitting my settlement request?
Your settlement of the claim will be reviewed. If it is accepted, you will receive your deductible. Depending on the provider, it can take six to eight weeks before you receive your money. In some cases it may take longer. This also applies to damages caused by third parties. However, we try to complete all settlement procedures promptly within a period of 30 working days. We will keep you informed about every update of your settlement.
Which damages are not covered by my insurance?
Depending on the booked insurance package and provider, there may be differences. You can view the insurance terms and conditions of your offer before you make a booking, as well as after you receive the booking documents.
As a rule, the supplier will not reimburse you for any extra administration costs.