With standalone excess insurance or cover bought on a booking site, the rental company charges you first and your insurer pays you back afterwards.
- Keep every document from the rental: the contract, the damage report, the invoice or estimate, proof of payment and photos.
- Check your policy for exclusions and deadlines, and dispute the rental company's charge as well if you think it is wrong.
You bought excess insurance before the trip, declined the desk's super cover, and then the rental company charged 900 euros for a dented door. With this kind of cover, paying first is part of the deal: the insurer reimburses you afterwards. How smoothly that goes depends almost entirely on the documents you keep.
How reimbursement cover works
Which? explains the model: basic cover in European rentals carries an excess that you pay regardless of fault. A desk waiver removes or reduces it. A standalone excess reimbursement policy lets you claim it back afterwards. You pay the excess to the rental company if the car is damaged, then claim that amount from your insurer.
ECC Malta describes the same for cover bought on a booking platform: you leave the deposit the rental company requires, and if the company deducts damage costs from your card, you claim a refund from the platform's insurance. Its 2025 guide stresses that platform insurance does not remove the need for a pre-authorised deposit.
| Moment | What happens with reimbursement cover |
|---|---|
| At the desk | The company blocks the full deposit, often equal to the excess |
| Damage found | The company charges your card, up to the excess or more for excluded items |
| After the trip | You claim the amount from your insurer with the documents |
| Payout | The insurer reimburses you within the policy limits |
Before the trip: read the policy
Check three things:
- What is covered: many policies include tyres, glass, underbody, roof and keys, but not all do. Which? scored policies on 17 elements for this reason.
- The limit: the maximum the insurer pays per claim and per year.
- Deadlines: how many days after the charge you have to report a claim.
The Austrian ECC advises getting a copy of the contract at pick-up and checking that the insurance on it matches what you booked online. Our explainer on CDW, excess and super cover shows how the layers fit together.
At the desk: decline calmly, and make sure your card can carry the deposit
Which? advises declining the rental firm's excess cover if you have your own, even under pressure, and not printing your policy for the agent. ECC Malta adds that your card limit must cover the deposit. Read extra insurance at the desk and how a rental car deposit works.
If damage happens: collect the documents insurers ask for
Insurers differ, but most ask for:
- the rental agreement, showing the excess;
- the pick-up and return reports;
- the damage report or accident report, and a police report if there was one;
- the rental company's invoice or estimate for the damage;
- proof that you paid: card statement or receipt;
- photos of the damage.
Claim on time
Report the claim within the deadline in your policy. Keep a copy of everything you send and note the claim number. The deadline calculator helps you keep the insurer's deadline next to your card issuer's.
Dispute the charge too, if it is wrong
Having insurance does not mean you should accept any amount. If the damage was already there, or the amount is not explained, object to the rental company as well. That matters because:
- your policy may not cover some items, such as admin fees or loss of use;
- an insurer may ask whether you challenged an unreasonable charge;
- a successful objection protects your no-claims record with the insurer.
Read what a damage claim should contain and use the amount check to see whether the price is normal.
Desk cover or reimbursement cover: the trade-off
| Desk super cover | Reimbursement cover | |
|---|---|---|
| Price | Usually higher per day | Usually lower; Which? found desk waivers costing up to 12 times more |
| Deposit on your card | Often much smaller | Usually the full excess |
| If damage happens | The company usually charges little or nothing | You pay first and claim back |
| Paperwork | Little | You collect and send documents |
| What is covered | Depends on the desk waiver | Depends on your policy |
Neither is right for everyone. If a large deposit or paying first would be a problem for you, desk cover can be worth the price. If you are comfortable paying first and keeping documents, reimbursement cover is often cheaper. The excess calculator compares both for your trip.
A short example
You rent for a week with an excess of 1,200 euros. At return, the company finds a scratched bumper and charges 650 euros to your card, plus a 50 euro admin fee. You ask for the damage invoice and the pick-up report, and compare them with your photos. The scratch is not on your pick-up photos, so you accept the damage but question the admin fee. You claim 650 euros from your insurer with the contract, the invoice, the card statement and the photos. Whether the admin fee is covered depends on your policy, so you check that clause before you claim it.
If the insurer refuses
Ask for the reason in writing, with the policy clause. If you bought the cover from a booking site, the site's complaint procedure is usually the first step. Read who to complain to when you booked through a broker. For an insurer in another EU country, your European Consumer Centre may be able to help: see how an ECC complaint works.
Frequently asked questions
Why did the desk still block the full deposit?
Because your excess insurance pays you, not the rental company. From the company's point of view you have no extra cover, so it secures the full excess on your card. ECC Malta confirms that platform insurance does not remove the deposit requirement.
Should I show my excess policy at the desk?
You do not need to. Which? found that showing the policy can give agents a reason to raise objections that are not real. Keep it on your phone for yourself.
Will the insurer pay if I disagree with the damage?
Many insurers pay what you were charged under the rental agreement, within the policy limits. It still makes sense to dispute a charge you think is wrong, because an insurer may ask why you did not, and because some items may be excluded from your policy.