Hire Car CDW Excess Insurance

stapler

I recently had an accident (own fault) in Europe in an Avis hire car and was, quite properly, required to pay a large CDW Excess (slightly under 2000 Euros). I thought it would be a simple matter to claim back the excess on a separately held (not AVIS) CDW Excess insurance but the claims handling company is making this difficult by requiring me to provide them with the actual repair invoice/estimate (I am certain the car has long since been repaired) supplied to Avis. Having already provided copies of the rental agreement, accident report, final bill from Avis and copy of my cc statement showing the charge, I have surely provided everything they could reasonably require to prove the claim is genuine? AVIS are not to blame in any way but my request for a copy of the invoice/quote (which I think is none of my business) was met by a response that they will try to provide it but it could take 6 weeks. I will make a formal complaint if necessary and go to the ombudsman if necessary. I believe the claims handling company are acting unreasonably and wanted anyone who is thinking about taking out a CDW Excess policy to know that getting any claim settled may not be as easy as they think.

InsideInsurance

Hire car companies unfortunately have a tendency to charge the full €2,000 excess even for a minor scratch that costs less than €50 to have polished out.

If it was coming out of your pocket you would obviously argue with them as you are only liable up to 2k not automatically 2k. My guess is that the CDW company is concerned that because its not coming out of your pocket that you allow it to slide because you know they will ultimately pick up the bill but the insurer doesnt want to be taken for a ride any more than you do.

How much damage to the car was there? Is it unquestionably over €2,000 of repairs even at corporate rates? Does the policybook mention anything about having to provide the repair invoice?

As you say, ultimately complain and escalate to the ombudsman if you arent happy - though those timescales will be much longer than the 6 weeks you've been quoted to get the invoice

stapler

Thank you. I should make it clear that Avis has done nothing dishonest. I was careful to explain early on to my insurance company that the damage to the hire car was significant. In fact, to my surprise, I was charged 50 Euros less than the full CDW whereupon I sought an explanation from AVIS who explained that it was their policy that if the cost of repair was less than the CDW then they only charge the hirer the cost of repairs. I explained this to the insurance company and also advised them of my surprise that the repairs had not cost more. I have provided the insurance company with everything any reasonable person would consider sufficient to validate the claim. The policy states that the insurance company may require a copy of the "Rental company's accident damage report" - they clearly know how difficult these are to obtain, especially where the car was hired overseas, know that their is no incentive for the major hire companies to provide such information, and use this as a delaying tactic to frustrate the claimant. Once this matter is resolved I will no hesitation in naming and shaming this company (Martin Lewis recommended). In stark contrast to their behaviour, AVIVA have just settled a large, unforeseen, pet insurance claim without quibble and within less than a week.

mikiex

I would totally expect an insurance company to want proof of the repair costs. How do they know how much Avis has spent on repairing the car, they might of even written it off with their own insurance and so there is no repair bill. Its Avis who know that you require the repair bill and are not bothered now they already have your money.

rs65

mikiex wrote: »

I would totally expect an insurance company to want proof of the repair costs. How do they know how much Avis has spent on repairing the car,

I'm not sure that's relevant for this cover. My policy just requires evidence of what I've paid.