Damage to the rental car: How should I proceed to get a refund from the insurance company?

Important facts described briefly below:

To be able to receive a refund of the damages during your rental period it is important to have in hand the following documents. This list is a guide of the documents the insurance company will request from you:

1. Description of the incident
2. Rental agreement
3. Credit card statement showing the amount paid for damage
4. IBAN and BIC if your account is from the EU, and SWIFT code, routing number, and account number if your bank is from outside
5. Rental invoice (if you are charged for damage, you will receive an invoice from the local supplier)
6. Damage report
7. Photographs of the damage
8. If damage to the rental car has been caused by a third party, a police report is mandatory to process your claim - this also applies to damages caused by vandalism

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How to proceed on the road in case of an accident?

No matter where you are, the first thing you need to do after an accident is to remain calm and secure the scene of the accident. If you, one of the passengers, or someone else who is involved in the accident is injured, call immediately the emergency services.

When there is a third party involved in the accident, and there are no injured people, you need to notify the police. With the help of law enforcement and the other party involved, an accident report can be written. You should find a list of steps to follow in your rental car or you can call the car rental company and ask how to proceed. The contact details in case of an accident can be found in your rental agreement. 

Note: It is important for you to ask for the protocol in case of accident or damage.

What do I do if the rental car is damaged during the rental period?

It is important for you to contact the car rental if you have an accident or the car is damaged. The supplier will always be able to inform you on how to proceed in this situation. The contact details in case of emergency can be found on the rental agreement. The supplier emergency service or road assistance phone numbers are mostly available 24/7. 

When the car is severely damaged and a third party is involved, you need to contact the police and the supplier. The police will provide a report of the accident and the supplier will inform you how to proceed, and explain how to get the towing service. In most cases, the supplier will be able to provide you with another rental car to finish your rental period. However, this depends on their terms and conditions. We strongly advise you to ask this type of question before you leave the rental desk.

Note: The rental cars are fixed by the supplier's trusted repair shop. If you bring the car to a different one, you may have to assume the repairs yourself. It is therefore advisable to check with the supplier in advance if you can bring the car to a different repair shop.

When should I report the damage to HAPPYCAR to get a refund?

It is best to report the damage as soon as it happens. You can always contact us via email or phone. Please be aware we will be able to reply to you about the type of insurance you got and the procedure during our working times. If you are too overwhelmed to contact us, you can always do it as soon as the rental period ends. 

How do I know what type of insurance I got?

This information is available before booking on the offer you select on our website and after booking on your voucher after the booking is confirmed. When you book an offer with a refundable deductible you could be entitled to a refund of the damages the supplier charges you on your credit card by the insurance company. 

Do I have to pay for the damages in the case of a rental car accident?

The main driver is responsible for the damages caused to the car during the rental period. The maximum amount the supplier will charge you in case of damage is the “deductible”. This amount can be found on your voucher or on the rental conditions of your booking. If your offer has a refundable deductible, the insurer will refund the damage cost after you submit the claim, and after it is reviewed. 

It is important for you to check what is included in your insurance and be as protected as possible. On top of the insurance offered by our providers, you can also opt to take insurance at the supplier desk. If you choose fully comprehensive insurance with refundable deductible, pay attention to the inclusions and exclusions. In some cases, glass and tires damage are not covered. Not all insurance companies pay for this type of damage.  

Note: Any insurance claim will be forfeited if you were driving while drunk, under the influence of drugs, or any negligent behavior towards the rental car. This also applies to engine damage that occurs due to a lack of consideration of the car warnings. For example, if the engine overheats when you do not top up the coolant.

If you are unsure about the proceedings, do not hesitate to contact our customer support team. We will gladly help you!