For more information about the damage management policy in other countries, please refer to the terms and conditions of hire applicable in the country.
What will happen if you cause damage to the vehicle during your rental?
In our experience, our renters drive quite carefully and few accidents happen. So cases of damage to the vehicle are the exception rather than the rule. But it is important to understand how we will manage the damage if it does occur.
Europcar has a clear damage management policy to explain how we will invoice you for any damage you make to the vehicle during your rental. For the full version of this policy, please see our Terms and Conditions of Rental.
You may not be fully liable
Please note that depending on the type of protection you bought for the rental, you may not have to pay for the damage, or you may only be partially liable or a Third Party may be liable.
Important: Always refer to Europcar Terms & Conditions of Rental for full details of your Contractual Obligations.
1.1 Damages identified at pickup
As per your Rental Contract, we recommend that you inspect your vehicle ensuring that the condition of the vehicle is consistent with that noted on your rental agreement.
Should you notice any discrepancies before you depart (over and above Fair Wear and Tear) please return to the office where one of our staff members will assist you.
If you have already left the rental station please ensure you take photos within 60 minutes of pickup (including a photo of the Vehicles number plate) and email us at email@example.com
1.2 Damage incident whilst on rent
If You have an Accident whilst you are in possession of the vehicle:
1.3 Damages identified with you at vehicle return
If you identify some damage (fair wear and tear excepted) with the Europcar agent or representative when you return the vehicle:
1.4 Damages identified after you have finished the rental and departed
(For example, you left the vehicle outside opening hours, or did not stay for a joint inspection with the Europcar Agent)
If the Europcar Agent or representative identifies some damage (fair wear and tear excepted) when they inspect the vehicle after you have finished the rental and departed:
Repair costs vary depending on the type of damage:
Once a damage claim has been created Europcar will endeavor to communicate with you as follows:
Following Case creation, You should receive an email:
Once we have determined the loss, typically between 3-60 days after Initial Case Notification:
Note: The cost of repairs can take longer than 60 days due to lack of parts availability. Receiving proof of loss from a third party or their insurer may also take some time (if applicable)
3.3 Payment / Receipt
Once the charge has been applied we will send You a copy of your invoice
If you wish to contest the damage identified, You should contact us by email within 14 days of the Intention to Charge notification being sent
Europcar agents will endeavour to resolve all customer queries within 10 business days. If a query cannot be resolved within this time, Europcar agents will make contact with You to provide an update on the query.
Once a query has been fully investigated and an outcome determined, Europcar agents will advise You of the outcome along with an explanation of why the decision was made.
4.1 Escalated Claims Dispute
Should You still dispute this decision, please first request escalation to a senior member within the team to ensure you have received their final word on the matter.
If You still have cause to dispute, You can then refer the matter for arbitration to our Internal Dispute resolution (IDR) process as per our Rental Terms and Conditions:
(a) If Your concerns are not resolved to Your satisfaction You may refer the matter to Our internal dispute resolution process
(b) Upon receipt of Your referral to IDR our IDR office will acknowledge receipt of Your referral and will investigate the matter and try to reach a satisfactory outcome.
(c) We will advise You of the final outcome of Your IDR referral within 45 days of receipt of that referral and We will use Our best endeavours to do so within 21 days thereof.
(d) Referrals to Our IDR process can be to any of the following
Post: Customer Relations Manager, Europcar Australia, PO Box 1139, Vic 3043
Phone: 1300 72 00 55
Reservations 0800 800 115
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