If you can't find the answer to your question in our FAQs please contact us and our team will assist you further.
Frequently Asked Questions
What do your policies cover?
When you hire a car the car hire provider will include comprehensive car hire insurance for the duration of your rent which will be subject to an excess. We will reimburse you this excess up to the limits below:
Up to £7,500 per claim (£10,000 within the policy year) if you are involved in an accident or the insured vehicle is stolen during the rental period
Up to £7,500 per claim (£10,000 within the policy year) for damage to the insured vehicle's
bodywork (including windows and external lights)
Up to £500 per claim (£1000 within the policy year) for misfuelling
Up to £300 per claim (subject to single item limits) for theft of personal possessions
Up to £500 per claim (£2000 within the policy year) for lost, stolen or damaged keys
Up to £500 per claim for rental vehicle breakdown recovery
All claims are subject to the terms and condition of your policy document.
Will I need to pay an excess if I claim?
No. There is no applicable excess in the event of a claim under any of our car hire excess policies.
Am I covered for any expenses incurred if the vehicle is damaged/stolen?
This policy is not a motor insurance policy, nor is it a primary damage policy covering the insured vehicle. When you hire a car the car hire company will provide you with motor insurance for the duration of the rental which will include an excess payable in the event of a claim. Our policy covers the reimbursement of this excess for the reasons outlined in 'What do your policies cover?' above subject to the terms and condition of your policy document.
How many cars can I hire within the period of insurance?
If you purchase an individual policy:
You are permitted to hire a single vehicle per trip and drive it solo or with passengers.
If you purchase a family policy:
Each main insured is permitted to independently hire a single vehicle per trip and drive it solo or with passengers.
Am I covered if I hire via a Car Club (ie Zipcar, Virtuo etc)?
Yes, renting via car sharing companies is covered as standard.
Am I covered within the UK to rent a van solely for house relocation (furniture removal)?
No, unfortunately we are not able to provide cover for this scenario.
What do I need to do when I pick up my hire car?
When you pick up your car the car hire company will offer you their optional excess reduction cover, you should politely but firmly turn down the optional excess reduction cover. You will then be required to have a deposit blocked on your card - this usually ranges between £600 and £1000 for a standard vehicle depending on the provider you have chosen.
When you collect your car you should carefully note any damage and ensure that the damage form is updated if inaccurate. We recommend taking either pictures or a video of the vehicle condition as this will help if there is any dispute about the condition of the vehicle on return.
Tip: Some providers incentivise their agents on the sale of optional insurance products, they may try to claim that our insurance is not valid or that they do not accept our insurance. This is simply a hard sell tactic – you have no obligation to take their optional insurance so long as you leave the deposit. In the event of an accident you will pay them the excess as though uninsured and then reclaim from us (they are not a party to the insurance and do not need to accept it for it to be valid).
What do I need to do when I return my hire car?
When you return the car the car hire company will check the car for any new damage against the damage form. If there is any new damage you will need to pay the excess required; you will receive a new damage form and a receipt which you will need to make your claim. When you return home, simply complete our claims form and supply these documents to request reimbursement.
Tip: If on return the car hire company finds new damage not listed on the damage form and you believe it was already on the vehicle, review the photos or videos you took with the car hire company agent – all reputable car hire companies accept this as proof.
What happens if the car hire company says my insurance isn't valid?
Some providers incentivise their agents on the sale of optional insurance products, they may try to claim that our insurance is not valid or that they do not accept our insurance. This is simply a hard sell tactic – you have no obligation to take their optional insurance so long as you leave the deposit. In the event of an accident you will pay them the excess as though uninsured and then reclaim from us (they are not a party to the insurance and do not need to accept it for it to be valid).
How do I make a claim on my policy?
If you need to claim we recommend doing so online, it is quicker, easier, and you will get an immediate confirmation of your claim number.
You should fill in the form and send it to us as soon as possible with all the information and documents we ask for. It is essential that you provide us with as much detail as possible to enable us to handle your claim quickly. Please keep photocopies of all information you send us. Please refer to your Policy Wording for information about additional details we may require.
I need to adjust my car hire dates
If you purchase a single trip policy we are able to move the start date of your policy by up to a year from your originally planned car hire date at no cost. Just contact our customer service team by clicking here and let us know your new dates. Please note that if you increase your duration or change your cover area additional premium may apply.
If you purchase an Annual Multi-Trip policy you do not need to notify us if you change your car hire dates, your policy is valid for any care hire you book within the year of cover (subject to the maximum duration of 62 days per hire).
I am no longer planning to hire a car, can I cancel my policy?
If you cancel within 14 days of purchase (so long as you have not picked a hire car within this period or made a claim) you are entitled to a full refund, just contact our customer service team by clicking here and request cancellation. After 14 days there is no refund due.
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Important Notice: Your policy is sold and administered by Worldwide Internet Insurance Services Limited
(trading as CoverForYou) an insurance intermediary licensed in Gibraltar by the Financial Services
Commission under Permission Number 5570 (click here to confirm). This insurance is underwritten by Inter Partner Assistance S.A which is authorised and regulated by the National Bank of Belgium, with a registered head office at Boulevard du Régent 7, 1000 Brussels, Belgium. Authorised by the Prudential Regulation Authority (firm reference number 202664). Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Inter Partner Assistance S.A. UK branch office address is 106-118 Station Road, Redhill, RH1 1PR, Inter Partner Assistance S.A. is part of the AXA Group.