Frequently Asked Questions
Frequently Asked Questions
Get help understanding your policy.
*Our Premier and Premier Plus cover is 5-star rated by defaqto
Policy Changes and Customer Care
What do I do if I need to change anything on my policy?
Give our UK-based call center a ring on 0333 300 2181
Monday – Friday: 08:30 – 18:00
Saturday: 09:00 – 17:00
Sunday and Bank Holidays: Closed
or
email us at [email protected] and one of our friendly staff will be happy to help you.
Buying Your Policy
What is Vehicle Hire Excess Insurance?
Vehicle Hire Excess Insurance is designed to cover a person who rents a car against having to pay an “excess” in the event of the hire car being stolen or damaged.
What is an excess?
In the case of your hire vehicle being stolen or damaged in an accident, the person who has rented the vehicle will be required to pay the first part of the loss, known as the “excess” usually between £700 and £2500.
Can I purchase Vehicle Hire Excess Insurance from my car hire company?
You very often can. Vehicle Hire Excess insurance is usually offered as an option that vehicle hire companies will add on to your bill at a premium rate.
An alternative is to purchase your Vehicle Hire Excess Insurance separately through us, which could save you ££££s on your bill. You will also benefit from our excellent cover which includes parts of the vehicle typically excluded from a standard car rental company Vehicle Hire Excess Insurance policy.
What is CDW?
CDW stands for Collision Damage Waiver. When you rent a Car, Van, Mini-Bus or Motor Home your vehicle rental agreement will usually include insurance such as Collision Damage Waiver, also referred to as CDW or sometimes Loss Damage Waiver, LDW or 3rd Party Liability Insurance.
Is there a minimum or maximum age to purchase Vehicle Hire Excess Insurance?
Yes, the minimum age to purchase a policy is 21 years old.
For cars, you can purchase cover if you are up to and including 84 years of age.
For vans, minibuses, or motorhomes, you can purchase cover if you are up to and including 74 years of age.
Claims
How do I make a claim?
This policy operates on a reimbursement basis. This means that you are required to pay the hire car company directly in the first place for any charges they apply under your hire agreement. It is important that you make sure the credit card you use to cover the vehicle deposit has a sufficient limit. We will subsequently reimburse you once you provide us with evidence of the covered incident(s) and the charges you paid, but we will never directly pay the hire car company ourselves. We will make payments in settlement of your claim in the currency you have paid in for the policy.
For details on how to submit a claim, please refer to the ‘Contact us’ page or click here.
How will my claim be paid?
This policy operates on a reimbursement basis. This means that you are required to pay the hire car company directly in the first place for any charges they apply under your hire agreement. It is important that you make sure the credit card you use to cover the vehicle deposit has a sufficient limit. We will subsequently reimburse you once you provide us with evidence of the covered incident(s) and the charges you paid, but we will never directly pay the hire car company ourselves. We will make payments in settlement of your claim in the currency you have paid in for the policy.
