Avis have told me that some tiny scratches on my hire car exceed the insurance excess

Blue234

I feel like I am definitely being scammed.

The company (Avis) operating out of Belgrade Airport found some very superficial scratches (probably caused by vegetation) on the car's bodywork.

Despite me demonstrating that they could be wiped off with a bit of spit and a finger rub, they told me that the damage will exceed the 1300 Euro compulsory excess.

They also told me that because I didn't have a police report (for minor scratches, which I hadn't even noticed!) that my CDW insurance (the basic insurance the hire company provides) would be void, and I would probably have to pay MORE than the 1300 Euro excess.

I didn't have time to argue cos had to run for the plane. All I could do was take a quick video.

A few hours later sent me quite an aggressive email confirming that they consider the damage permanent and they would charge me the fees for repair which would exceed my excess. They wouldn't let my relative see the car and take photos - they didn't give a reason for this, other than saying the car was"unavailable" for a week (I suspect they wiped off the scratches and immediately hired the car to someone else)

Luckily I have additional insurance (Xcover) purchased through Holiday Auto, who were the agent who booked the car for me.

Has anyone been in a similar situations before? How did it end, and how long did it take to sort it out? Any tips for me to sae time and stay calm?

LukeB_92

A few general points that may help you keep this in two separate tracks, because they are often run together.

First, the dispute with the hire company itself. A statement that damage will exceed the excess is not the same as an itemised charge. Ask in writing for the final invoice or repair estimate broken down by panel, the damage report from return, the condition report and photos from when you collected the car, and the photos they took at return. That is what shows whether the marks were already there, and whether what is being charged is repair work or a standard damage-matrix fee. Keep your video, the rental agreement and that email together, and reply in writing disputing liability — including that the marks wiped off at the desk — rather than dealing with it by phone.

On the police report point, check the exact wording in the rental terms you signed. A police report is commonly required for an accident, theft or third-party damage, which is different from minor marks you had not noticed. If they are relying on that clause to say the included cover is void and the charge can go above the excess, ask them to point to the specific clause.

Second, the separate excess cover. That type of policy normally reimburses an excess you have actually been charged and are liable for, so open the claim now and check its time limit, rather than waiting until the dispute is finished. It will usually want the rental agreement, the final charged invoice (not just an estimate), and the damage reports from both ends of the hire, which is another reason to request those documents early.

Finally, if a charge is taken from your card in the meantime, note the date and amount promptly to your card issuer, as card disputes have their own deadlines.

flaneurs_lobster

Isn't (one) reason for having your own excess insurance that you really do not want to get involved in a dispute about whether a scratch was caused by a twig or anything else or the exact extent of its seriousness?

Pay it and claim.