Damaging a rental car can quickly turn a simple journey into a stressful one. You might be unsure who to contact, what you’re responsible for, or whether you’ll be charged.
The good news is, if you stay calm and keep good records, the next steps are usually straightforward.
Here’s a quick checklist to follow, plus a detailed guide on what to do, who to inform and how excess and insurance usually work.
If your rental car is damaged, take these steps in order:
Make sure everyone’s safe: Move to a safe place if possible and contact emergency services if anyone is injured.
Gather evidence at the scene: Take clear photos, note the time and location, and collect details from other drivers or witnesses.
Contact the rental company immediately: Use their accident or emergency number and follow their instructions. Do not arrange repairs unless told to.
Complete the required damage report: Fill in the rental company’s form accurately and keep a copy.
Document the vehicle at return: Take photos when you return the car, especially if dropping it off out of hours.
Keep all paperwork and correspondence: This includes reports, emails, photos and any charge notifications.
If you’re dealing with damage right now, focus on these priority steps first.
Make sure everyone’s safe
If the car can be moved safely, pull over in a secure location and turn on your hazard lights. Check if anyone is injured. If there are injuries, if the road is blocked or if you feel unsafe, contact emergency services straight away.
Try to stay calm and avoid arguments about fault. Things can be unclear in the moment, and offhand comments may be misinterpreted later. If you’re abroad, follow local safety rules, like placing a warning triangle if needed.
Gather evidence at the scene
Good evidence helps if there’s a dispute later. If it’s safe, try to collect:
Photos or videos
○ Wide shots showing the scene, road layout and conditions
○ Close-ups of all visible damage from different angles
○ Number plates and positions of any other vehicles involved
Details from other parties
○ Names and contact details
○ Vehicle registration numbers and insurer details, if exchanged
Witness information
○ Names and contact details of anyone who saw the incident
Key notes
○ The location, date and time
○ A brief description of what happened
Evidence matters because rental companies and insurers may rely on it to assess damage, responsibility and charges. Having your own records gives you more control if questions are raised later.
Contact the rental company straight away
Once everyone’s safe and you’ve gathered evidence, contact the rental company.
Use the number in your rental agreement, app or booking confirmation. Let them know what happened and follow their instructions. They might advise whether the car can still be driven, where to return it or whether to wait for recovery.
Don’t arrange repairs yourself unless they tell you to. Even well-meant repairs can cause issues if they’re not authorised.
Reporting the damage in the right way is one of the most important steps you can take.
Completing the rental company’s report
Most rental companies require you to complete a damage or incident report. This may be a paper form, an online form, or a process at the rental desk. When filling it in:
Stick to clear, factual information
Avoid guessing or speculating
Make sure dates, times and locations are accurate
Attach photos or other evidence if requested
Keep a copy or confirmation for your records
This form might be used to assess repair costs, so accuracy matters.
Whether a police report is needed depends on the situation and where the incident occurred. Police involvement might be required if there is:
Injury to anyone involved
Theft, vandalism or a break-in
Damage to third-party property
A serious dispute about what happened
In the UK, police reports are not always required for minor damage with no injuries. Abroad, requirements can vary, and some rental companies may ask for a police report even for smaller incidents. If you’re unsure, ask the rental company what they need and check local guidance.
Returning a damaged rental car can feel uncomfortable, but knowing what to expect helps.
Vehicle inspection and documentation
When you return the vehicle, the rental company will usually inspect it and compare its condition to the record from when you collected it. To protect yourself:
Ask for an inspection while you are present, if possible
Take your own photos of the car at return, including all sides and the interior
Keep any paperwork you are given
If you return the car out of hours, inspections may happen later. In this case, take time-stamped photos and keep proof of when you returned the vehicle.
Charges you might see
If the rental company decides the damage occurred during your hire, you might see one or more charges. These can vary depending on your agreement and the circumstances. Common charges might include:
Excess: your share of the repair costs
Repair costs: depending on the damage
Administration fees: for processing the claim
Loss of use: if the car can’t be rented out during repairs
These charges may appear as a temporary hold or a later deduction, depending on the rental company’s process.
When you hire a car, you are usually offered a damage waiver. Despite the name, this does not always remove all costs. It often reduces what you may have to pay, but usually leaves an excess.
Excess is the amount you may be responsible for paying if a claim is made. If repair costs are below the excess, you may pay the full amount. If costs are higher, you might pay up to the excess limit, depending on the terms of the agreement.
The exact details depend on the rental agreement and any exclusions, so it’s important to check the documents you were given.
Car hire excess insurance is a separate policy designed to cover the excess you might be charged by a rental company and sometimes related costs, depending on the policy.
If you’re charged by the rental company, you’ll usually need to pay first, then claim it back through your excess insurance. The policy terms will explain what’s covered and what evidence is required.
Some credit cards include rental cover, but this often comes with conditions. You might need to pay for the rental with the card, decline certain optional covers, and provide specific documents if you claim. There may also be limitations based on location or vehicle type.
If you believe a charge is incorrect, you can query it.
Understanding fair wear and tear
Fair wear and tear refers to the small signs of normal use that build up over time, such as light scuffs or minor marks. These are usually treated differently from damage, but definitions can vary between rental companies.
If you think you’ve been charged for fair wear and tear, ask how the damage was assessed and what standard was applied.
How to raise a query or complaint
Start by contacting the rental company directly. Ask for:
A breakdown of the charges
Photos and inspection reports
Repair invoices or estimates, if available
Keep all communication and share your own evidence, such as pick-up and return photos. If needed, ask about their formal complaints process or escalation routes.
Not taking photos at the scene or at return
Ignoring minor damage and failing to report it
Missing follow-up emails or deadlines
Assuming cover applies automatically
Returning the car out of hours without evidence
Staying organised can make a real difference.
Damage to a rental car can happen, even when you’re careful. What matters is staying calm, collecting evidence, and following the right steps. Clear reporting and good records help you understand what happens next and reduce the risk of unexpected issues.
If you’d like extra peace of mind before your next trip, you can learn more about car hire excess insurance or travel insurance when you get in touch.
Usually, yes. Reporting even small damage helps avoid confusion later and creates a clear record of when it occurred.
Not always. Charges depend on the rental agreement, the damage assessment and any cover in place.
Ask for inspection notes and photos. Your own return photos and proof of return time can be important.
It depends on how the rental company defines it. If you disagree, ask for an explanation and supporting evidence.
Keep the rental agreement, damage reports, photos, emails, police references if applicable, and proof of any charges.
The car hire excess insurance policy is provided and administered by our partner insurance4carhire. Everywhen act as an introducer for Insurance4carhire.
You can find out more about the insurance4carhire car excess insurance policy, or get a quote for car hire excess insurance on the insurance4carhire website.
Consistent with our policy when giving comment and advice on a non-specific basis, we cannot assume legal responsibility for the accuracy of any particular statement. In the case of specific problems we recommend that professional advice be sought.
insurance4carhire is a trading name of Atlanta Insurance Intermediaries Limited. Authorised and Regulated by the Financial Conduct Authority under firm reference number 309599.
