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Damage during a rental period

In this article you will find all the information on how to report a new damage (after check out), the damage claim process and what to do when third parties are involved. 

With the full casco coverage, you are extensively covered against damage, theft, and vandalism. Damage due to technical defects on the vehicle, for example, caused by (natural) wear and tear, are not covered. The insurance company makes a claim-by-claim assessment of coverage.

How can I report a damage after check out? 
What happens after the damage is reported?
What if the damage is not covered by insurance? 
Can I have my car repaired by a different garage? 
Who can I contact if I have questions about the damage?
What does SnappCar cover if I can’t use my car?

How can I report a damage after check out? 

If a renter causes damage, the renter must report this during check-out. If, as a car owner, you find out at a later time that a renter has caused damage and has not reported it during check-out, Allianz applies the following rules:

It is mandatory to take clear photos during check-in and check-out via the SnappCar App. If it concerns a car with SnappCar Keyless, the renter is obliged to take photos and report new damage during check-in and check-out. If there are no photos and the car owner reports the damage to SnappCar within the notification period stated in the Allianz policy, the damage will still be dealt with and possibly recovered from the renter.

Would you like to report a damage that was not reported during check-out, but was found within 48 hours after the end of the booking? If so, please fill out this form.

Please note. Claims submitted after the reporting deadline will be rejected.

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Damages involving multiple vehicles

If the accident included another vehicle, make sure to gather the name and drivers licence number of the counterpart, as well as the licence plate of the car and contact information to potential witnesses. 

Depending on which country the rental was booked in there are different processes on how to report the damage and get the SnappCar repaired (if there were any damages to the rented car). 

For Netherlands and Germany: When a third party is involved, you are required to fill in a European damage form. You can find the form here. 


What happens after the damage is reported?

From the moment that the damage has received a claim number the insurance company will be your first contact in terms of the damage process. If you have substantive questions about the claim handling we advise you to contact the insurance company directly. For other general questions about your booking our Support team can answer your questions.

 

Step 1: The damage is reported at check-out as mentioned above. The insurance company will reach out if they are missing information needed to proceed with the claim case. 

 

Step 2: The renter and owner will be informed of the case number by the insurance company or by SnappCar via email. If you have any questions regarding your case after this point, use this number in your communication with the insurance company.

 

Step 3: The insurance company will inform the owner whether or not the damage will be covered by their insurance. If the damage will be covered, SnappCar will then inform the renter about the deductible for this booking, and deduct the costs. In principle the renter will be charged for the deductible if a damage occurs during the rental. A damage will always be presented to the insurance company. They are the ones handling the damage claim, not SnappCar.

Step 4: If there are additional damages that are not covered by the insurance, this has to be settled between the renter and the owner in private. 


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What if the damage is not covered by insurance? 

In cases where the damage is not covered by our insurance agreement, they will let you know by email either in Step 1 or 3 depending on how much information they have in the first place. Reasons as to why they don’t cover a damage are one of the following:

  • This type of damage is not included in our insurance agreement. All insurance policies have limits, and in ours it is for example (but not only); mechanical failure, stolen or damaged interior. It might vary depending on which country you are renting in as well. 

  • The insurance company receives contradictory information and their experts cannot connect the damage to the event that occurred. 

  • The damage was reported too late.

  • The car owner has broken the terms of the agreement.

Depending on the reason for the damage there are different solutions.

 

The root cause of the issue is considered a wear and tear damage.
These are usually mechanical failures, issues with the engine, battery, clutch or similar. This is not caused by the renter and is therefore not covered by our insurance. If this happens the owner must pay for the repairs by him-/herself. 

 

The damage was done by the renter or his/her passengers

Examples could be stains or tears on the seat or other part of the interior, stolen or damaged parts belonging to the car. 

Since this is not covered by our insurance we are not responsible for helping the owner get his/her money back for this. For cases that are not covered by the insurance we will try as much as we can to help the owner get the money back from the renter but we can never guarantee that the owner will get it reimbursed.

Read the full terms and conditions here.

Can I have my car repaired by a different garage? 

No, if you have a car in the Netherlands Allianz decides that the damage occurred to your car is covered, they will pay a ‘Tophersteller’ to repair the car directly. A Tophersteller is a car repair shop approved by Allianz. A list of Tophersteller can be found here. Allianz will not pay out to a garage not considered a Tophersteller or an owner directly.

 

Who can I contact if I have questions about the damage?

Our insurance partner Allianz is in charge of the claims process. Please contact them if you have a specific question regarding a claim, mentioning the damage number and license plate of the car. You can do so via the following email address: snappcar@allianz.nl.

 

What does SnappCar cover if I can’t use my car?

In certain cases, SnappCar can arrange a replacement car for the car owner if their car cannot be used because of an incident during a rental period. During the repair process at your garage you might receive a rental car courtesy of your garage. In cases of total loss, embezzlement or theft a 15 day rental period of a replacement car is applicable.

Contact Community Support if you think you need a replacement car.