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FAQs


General Questions

Q How do I file a complaint?

A. In the first instance, please put your complaint in writing to: 

The Customer Services Manager
Questor Insurance Services Ltd
Gallery 4, 12 Leadenhall Street
London,
EC3V 1LP

Email: assistance@questor-insurance.co.uk

If you’re still dissatisfied and wish to escalate your complaint, you can do so by contacting:

The Chief Executive Officer
Strategic Insurance Services Ltd,
46 – 48 East Smithfield,
London,
E1W 1AW

If you're still unsatisfied with the outcome of your complaint from Strategic Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London
E14 9SR

Tel: 0845 080 1800 
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Q Do I need additional Excess Waivers from my car hire company?
A. No – once you purchase your policy from us, you don’t need to buy any additional Excess Waivers from your car hire company.
Q Why do I need Car Hire Insurance?
A. When you hire a car, your rental agreement will normally cover collision damage waiver (CDW), theft and third-party liability. But, like all insurance policies, should anything happen to the vehicle during your rental agreement, you will be required to pay a portion of the costs to the car rental company (the excess). This can be over £1,500 with some car rental companies. Our insurance is designed to cover this excess payment, as well as other items such as damage to tyres, windscreens and the under body of the car, which are often the financial responsibility of the hirer and can be expensive.
Q Why should I buy from you and not the car rental company?

A. Obviously, your car hire company will offer you insurance against this excess – but usually not until you’ve arrived to pick up your car – at which point it’s much more difficult to shop around. By purchasing a policy with us prior to departure, you have time to review and understand the cover being provided – if you buy at the car hire desk, you are unlikely to have time to read the terms and conditions of any additional waiver cover purchased.

Our policy is in plain English, not translated from the local language; our cover is much wider than that offered by most car rental companies; and our Platinum cover includes benefits for lost keys, lock-outs, personal accident, baggage, curtailment and drop-off charges. Most importantly, our Car Hire Insurance could provide significant cost savings against the charges made by car rental companies.

Q Can’t I get insurance through my hire car company?

A. When you hire a car, your rental agreement will normally cover collision damage waiver (CDW), theft and third-party liability. But, like all insurance policies, should anything happen to the vehicle during your rental agreement, you will be required to pay a portion of the costs to the car rental company (the excess). This can be over £1,500 with some car rental companies. Our insurance is designed to cover this excess payment, as well as other items such as damage to tyres, windscreens and the under body of the car, which are often the financial responsibility of the hirer and can be expensive.

Q Who is the policy underwritten by?

This policy is underwritten by SOLID Försäkringar, Box 22068, 25022 Helsingborg, Sweden. Corp ID No 516401-8482. This policy is effected in England and is subject to the Laws of England and Wales. SOLID is a Swedish-based insurance company regulated by Finansinspektionen, the Financial Supervisory Authority Sweden (Institute Number: 20090) and passported into the Financial Conduct Authority (Financial Services Firm Reference Number: 401229).

Q Do I need Car Hire Insurance if I'm already buying Travel Insurance?

A. Some travel insurance policies will cover theft of luggage and valuables from a hire car during the period covered by the policy, under certain conditions and circumstances, but will not cover damage to the vehicle itself, excess charges and payments or any other costs associated with rental car issues.

Q Can I purchase a policy if I am not a UK resident?

A.No – we're only licensed to sell Car Hire insurance to customers who are residents of the UK.

Policy and Cover

Q What is covered under this policy?

A. You’re fully covered for the excess as shown on your rental agreement, including loss or damage to the vehicle’s tyres, windscreen and other auto glass, roof and under body. In addition, your policy covers fire, theft, vandalism and loss of use.

Q What countries are included in Europe and Worldwide?

A. The two territories, Europe and Worldwide, include the following countries:

  1. Europe – all countries west of the Ural Mountains, British Isles, Ireland, islands in the Mediterranean, Morocco, Tunisia, Turkey, Canary Islands, Madeira, Iceland, Israel and the Azores.
  2. Worldwide – any country worldwide
Q What is an annual policy?
A. An annual policy covers you for unlimited car rentals during the year for up to 31 days per rental. 
Q Who is covered under this policy? Are other people travelling with me insured?

A. Our policies cover the policyholder (who must be the person renting the car) plus any additional drivers declared on the car rental agreement.

Q What are the main exclusions and conditions on this policy?

A. Car rental agreements must be no longer than 31 continuous days for Annual policies, and no longer than 180 continuous days for Daily policies, unless you purchase optional Annual policy extension. Your policy only covers one rental vehicle at any time, driven by you (the policyholder), unless you purchase the Dual Lead Driver optional extra.

You’re not covered for:

  • Wear, tear and mechanical breakdown 
  • Luggage, cash or valuables that have been stolen from the car between the hours of 8pm and 8am with a Platinum policy, or at any time with a Gold policy.
  • Claims that have not been reported to the police within 24 hours or don’t have an accompanying official police report (within reason; we wouldn’t expect a police report for a puncture!)
  • Any rental vehicle that is more than 20 years old
  • Any rental vehicle that has a retail value higher than £50,000
  • Any rental vehicle that isn’t a car or MPV up to nine seats.
Q Can I claim as soon as I purchase my policy?

A.You can claim as soon as you’re in possession of the rental car, until you return it to the rental company.

Q How long am I covered for?

A. For daily policies, you are covered from the date you pick up your hire car until the date you return it, as detailed on your rental agreement. For annual policies, you are covered for one calendar year from the moment you purchase your policy, as shown on your certificate.

Q Are cosmetic damages covered?

A. Yes, cosmetic damages are covered.

Q Are there age limits?

A. Yes – to purchase a Car Hire Insurance policy, you must be 21 years old or older and fewer than 84 years old.

Q What's the difference between the Gold and Platinum cover levels?

A. The Gold level policy covers excess reimbursement covering the excess as shown on the rental agreement up to £2,000 in Europe or Worldwide and includes loss or damage to tyres, windscreen, under body of the vehicle and towing charges. 

The Platinum level policy includes the same cover as Gold above, but the limits are up to £5,000. Additionally, Platinum cover includes a range of extra items including personal accident, losing your keys, losing your baggage, trip curtailment, drop-off charges, locked-out cover, misfuelling, road rage and car-jacking (see the Policy Terms and Conditions for full details).

Platinum cover also includes a range of extra “add-on” features, including Dual Lead Driver cover and Extended Rental, which can be purchased for an additional premium.

Q Is there an excess fee?

A. There is no excess on our polices unless you are claiming under the baggage section of the policy, in which case there is a £50 excess.

Q Are there any optional extras I can add to this policy?

A. Yes – you can add the following two extras to your policy:

  1. Dual Lead Driver: Get protection for another lead driver – that must live with you – to drive and rent a different vehicle under the same policy.
  2. Annual policy extension: We’ll extend the amount of time you can hire a rental vehicle from 31 days to 60 days.
Q Are theft, vandalism and fire damage covered under my policy?

A. Yes – you’re covered for claims arising from theft, vandalism and fire damage.

Q Can I include more drivers on this policy?

A. You can have up to five additional drivers on this policy with one Lead Driver. Only the Lead Driver can hire a vehicle, however an additional driver is able to drive freely in a vehicle if they are named on the rental agreement and the certificate. Additional drivers are free on our policies.

Q Can I upgrade my policy?
A. Yes – you can upgrade your policy at any time, whether from European to Worldwide, Gold to Platinum or to add any optional extras. This is done over the phone with our team and any additional premiums will need to be paid. We can also make any amendments to policies free of charge. Call us on 0844 346 3972 to discuss upgrading your policy.
Q Are there any limits for how close to home I can be in order to get covered?

A. No – as of June 2nd 2014 there are no limitations on how close to your home address you can be if you wish to make a claim. Prior to this date, if you purchased a Gold-level policy, you would not be able to claim for any incident occurring within 150km of your permanent home address.

Making a Claim

Q How do I make a claim?

A. The car rental company will reserve the excess amount shown in the car rental agreement against your credit card to cover damage that you might incur during the rental. If you do damage the car, the car rental company will assess the damage and provide you with a loss damage report and deduct the full amount from your credit card.

On your return from your trip, contact our claims assistance team. You will need your certificate number starting C100 and the Claim Scheme ID which you will find on your certificate of insurance.

For policies purchased on or after 16 July 2014: Please contact Orchard Administration Ltd.

Lines are open 9:00 am to 5:00 pm Mon–Fri UK time (excluding UK Bank Holidays).

For policies purchased before 16 July 2014: contact White Horse Administration Services Ltd by email on queries@white-horse.ie, or telephone 0844 346 3979.*

You'll be required to present some or all of the following forms:

  • A copy of your certificate of insurance
  • A copy of your rental contract
  • A copy of your charge receipt (if separate from the rental agreement)
  • A copy of the law enforcement/police report (if applicable) for damage/loss over £50
  • A copy of your credit card statement showing payment of the damages claimed
  • A copy of the driving licence of the person involved in the accident (the driver)
  • Your copy of the vehicle rental company's accident damage report
  • Invoices/receipts/other documents confirming the amount you have paid for the accident/damage/loss etc. for which the vehicle rental company holds you responsible
  • The name and address of your bank together with the sort code and account details. This will facilitate
    payment directly to your bank.

Please note: failure to provide this information may result in your claim being delayed. If a claim is made or suit is brought against the named insured, the named insured shall immediately forward to the company every demand, notice, summons or other process received by him/her or his/her representative.

Once you submit the claim form and documents required to prove the loss occurred, it takes approximately 10 days to settle the claim. Our product administrators, Questor Insurance, are there to assist you once your claim is submitted and they have processes in place to ensure that claims are dealt with efficiently and within the agreed service level agreements.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks may vary & calls from mobile phones could be considerably higher.

Q Is my policy a CDW (collision damage waiver) policy?

A. Yes – if you have Worldwide Platinum cover, we can respond in one of two ways:

  1. If a CDW is provided by the rental company, your policy will cover you for the excess on your rental agreement up to £2000 under a Gold policy and £5000 under a Platinum policy, or;
  2. If a CDW is not provided by the rental company, your policy with us will respond as a CDW, to cover you for any physical loss or damage to the vehicle you are hiring (up to £50,000)
Q When should I make my claim?

A. Be sure to send written notice of your claim and all accompanying documents within 31 days of the accident or event. You can also call and make a claim over the phone.

Q What documents and information will I need to make a claim?

A. In order to make a claim, you will need some or all of the following forms:

  • A copy of your certificate of insurance
  • A copy of your rental contract
  • A copy of your charge receipt (if separate from the rental agreement)
  • A copy of the law enforcement/police report (if applicable) for damage/loss over £50
  • A copy of your credit card statement showing payment of the damages claimed
  • A copy of the driving licence of the person involved in the accident (the driver)
  • Your copy of the vehicle rental company's accident damage report
  • Invoices/receipts/other documents confirming the amount you have paid for the accident/damage/loss etc. for which the vehicle rental company holds you responsible
  • The name and address of your bank together with the sort code and account details – this will facilitate payment directly to your bank

Please note: failure to provide this information may result in your claim being delayed. If a claim is made or suit is brought against the named insured, the named insured shall immediately forward to the company every demand, notice, summons or other process received by him/her or his/her representative.

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