When Accident Damage Excess (ADE) applies to your Rental Agreement it will be charged to your rental agreement regardless of fault.
Please refer to your Rental Agreement provided to you at the time of the rental to determine your specific level of damage responsibility.
You and any authorised driver must co-operate fully with the Hertz Claims Management (HCM) investigation of any incident and defence of any claim involving the rental vehicle. Such co-operation includes completion of a Vehicle Incident Report (found below the Frequently Asked Questions).
A Vehicle Incident Report must be completed within the rental period and provided at the rental location or emailed to HCM austgar@hertz.com Please indicate any person’s injuries. Please also note that this email address is for rentals that take place in Australia only.
Frequently Asked Questions
How long is the process?
Each claim is unique and resolution time frame for each claim varies.
If your incident involves only your vehicle, and not a 3rd Party, the case should be resolved within 10 business days.
If the incident involves another Party please email hcmclaimsau@hertz.com after 14 days quoting your Vehicle Incident Report (VIR) number.
Third Party Incident: I am not at fault, what will happen next?
If a 3rd party was involved in this incident please record or photograph a copy of the other driver’s driving licence details and their contact phone number. Photograph damage incurred to your vehicle, other vehicles or property involved and of the surrounds of where the incident occurred. If possible obtain contact details of independent witnesses to the incident and Police Report details. Email all of this information to: hcmclaimsau@hertz.com with your VIR number in the subject line of the email.
The Claims Department will communicate with the Third Party and if Hertz can recover costs of all damages from the at fault party, a refund will be processed.
What is the Claims Department follow up-process?
The Claims Department will gather all required information (vehicle incident report, police report, third party documents etc.) and will resolve the matter as soon as possible. Once resolved the Claims Department will be in communication with you.
Why are you charging me for the full excess when it is small/minor damage and, will I receive a refund?
Until the vehicle has been assessed we cannot confirm what the final damage costs are. Please contact the claims department after 14 days.
When does the excess get charged?
You will be charged at the counter immediately for the reported damage or within 28 days of return of the vehicle for unreported damage.
If I damage the vehicle twice or more, do I only get charged once?
No, damage excess gets charged per incident.
Doesn’t my Maximum Cover (MAX), or Supercover cover everything?
For full coverage conditions see Hertz Your Rental Terms – 'Optional Renter Protection Services'.
Is towing included?
As per the Terms and Conditions Unless you have accepted Supercover towing is not included in your accident damage excess and is charged accordingly.
Is undercarriage damage a breach of Terms and Conditions?
Please refer to Your Rental Terms – Prohibited Uses for exceptions to the excess and potential breaches and various State/Territory exclusions.
I don’t have enough money on my card for the damages, what happens next?
Until full excess is paid you will be liable for all damage costs including third party damages and all costs associated with claim. Please contact HCM to discuss payment of excess.
Are there any additional fees other than the Accident Damage Excess (ADE) that will be charged if I damage the rental vehicle?
Please refer to Your Rental Terms Annexure 1 – Charges Explained
For Hertz Rental Terms Click here.
For Hertz Definition of Damage Click here.
For Hertz Vehicle Incident Report Click here.
(Please ensure that you have read the Frequently Asked Questions above before submitting a Vehicle Incident Report).
For all enquiries about your claim, please contact Hertz Claims Management via email hcmclaimsau@hertz.com. Please note that this email address is for Australian claim enquiries only.
