When you rent a car, you can accidentally damage it. The most common type of damage is scratches. In this article, we'll explain what to do if you notice a scratch on the body of your rented vehicle. Don't worry, the step-by-step guide is rather intuitive!
Step 1: Document the Damage
Take photos of the scratch from different angles. For example:
- Take a close-up of the damaged spot
- Make two steps back and take a picture where the scratch is visible — and at the same time, you can clearly see that it is your car
- Take a photo of the car so that it shows the license plate — maybe, the scratch will not be too noticeable on this picture but the previous ones will help to prove that it's indeed your rented vehicle
- Capture a few more shots to cover the entire car surface and show there are no other signs of damage
The last step is essential. Sometimes, drivers of rented cars fail to pay attention to small dents and scratches. If the company discovers them, it will be likely to ask you to compensate for all the damage.
Fix all the information about the incident in the written form. Put down where, when, and under which circumstances the scratch appeared.
Ideally, you should try to estimate the financial damage. However, if you are a foreigner, this task can be too challenging for you, so you may omit it.
Step 2: Inform the Rental Agency
Make sure to complete this step immediately after the first one. Some people postpone calling or texting their car rental managers because they are in a hurry. It's a wrong approach. The slower you act, the more you resemble a person who deliberately strives to conceal the damage. This can only aggravate your responsibility.
Top rental agencies are ready to attend to their clients 24/7. If possible, it's better to contact them in a messenger to send the photos right away. After you do it, take screenshots of all your messages with their timing and save them. This measure can come in handy if a technical error takes place and your message history gets deleted.
If you prefer calling the agency, try to record the conversation. In Dubai, you need to ask for the other person's permission first — otherwise, your action will be illegal. After they agree off-record, ask them to repeat their agreement on record. Put down the manager's name and the time of the call.
Step 3: Discuss the Insurance Terms
The insurance terms can vary significantly from one rental agency to another. Typically, the insurance company pays for serious damage. If there is only a minor scratch, you might need to compensate for it yourself. Sometimes, clients can purchase additional insurance for smaller damage. Another alternative is to get independent insurance in addition to the one that the rental company offers or instead of it.
Don't hesitate to ask as many questions as you find necessary to clarify the situation with the representative of the rental agency. Ask them about whether you'll have to pay for the damage — and if yes, what the maximum sum can be.
Step 4: Collect Evidence of Innocence
If it was not you who damaged the car, you should try to prove it. Here is what you can do:
- If you know precisely who is to blame, record their car number and insurance details
- Take photos of the scene, including road signs, surveillance cameras, and other cars around you
- Find witnesses and save their contact information
It's crucial to call the police. Wait for them and let them do their job: compose an inspection report and take statements. This data will convince the rental agency and the insurance company that you are not guilty.
Step 5: Agree on Compensation Terms
This step is relevant only for those who are guilty of the scratches. The rental agency will issue an invoice to you, based on the terms of your contract.
If you fail to entirely understand the information from the invoice, you have the right to ask for clarification. Normally, all the numbers should be confirmed by car service documents.
If the amount of money that you need to pay seems unjustified to you, you can contract an independent expert to reassess it. Don't forget to fix all your actions and their results in the written form.
After you agree with the invoice, it's time to pay it. If you have to transfer the funds yourself, consult with the agency about the accepted payment options. However, it's also possible that the insurance company pays directly to the rental agency, so you won't have to interfere.
Smart Recommendations
- Rent cars through established and reputable agencies. Thoroughly investigate customer reviews about rental companies before contacting them.
- Inspect the vehicle when the agency gives it to you for the first time. If you discover any damage, describe it in written form in your agreement.
- Never neglect insurance. Glance through the rental agency's terms of insurance attentively before signing the contract.
- Drive carefully, especially in parking lots.
Final Thoughts
If you rent a car and scratch it, document the damage and contact the rental agency immediately. Discuss the insurance terms with the agency's representative. If you are not guilty, collect evidence of innocence. If you are, agree on compensation terms with the rental provider. Fix all your actions in written form.