How to Make a Claim

How does the claims process work?

1. To submit a claim, please follow the instructions below 

2. The insurer, AIG, will review your claim

3. If your claim is successful, AIG will aim to pay your money into your account within 12-15 working days of receiving your claim

Car Hire Excess Insurance Claims

Please submit your claim and your supporting documents using our online claims portal, which can be accessed through your customer account using your email address and the PIN number sent in your welcome email. 

So that your claim can be processed as efficiently as possible, please ensure you upload the following items of supporting documentation when submitting your claim:

• A copy of the car rental agreement
• A copy of the rental receipt (if separate from the car rental agreement)
• Your copy of the damage report from the rental company, car club or car rental agency
• Your damage invoice confirming the amount you have paid in respect of the loss or damage for which the rental company holds you responsible*  
• A copy of your credit card statement or other proof of payment showing payment of the damages claimed
• If available, photographs of vehicle damage, the site of any accidents or thefts and any other photographic evidence which you think might be helpful in assessing your claim
• A copy of the police report (if the incident required the police to attend)

* The damage invoice helps to determine if there are additional charges for the rental, i.e. extra days or additional drivers. It is also used to confirm items such as fuel or cleaning, which are not included in your cover. These are elements the rental companies sometimes add to the final amount, which is why the damage invoice including the breakdown of charges is a key document helping to establish the excess amount.

Claiming for CDW or SLI?

Show the rental company a copy of your insurance4carhire policy and they can contact the claims team on your behalf. The rental company can make the claim directly with your insurer, AIG, and you won’t be left out of pocket.

Van Hire Excess Insurance Claims

If you need to make a claim on your van hire excess insurance policy, please download a claims form and submit it by either email or post, using the contact details shown at the top of the form.