Questor Insurance — Car Hire Guide
What happens if you damage a hire car abroad?
A step-by-step guide
The damage itself is rarely the main issue. Most costs arise in the hour that follows, based on what you say, sign, or forget to request before returning the keys.
You may return to your car and find a new dent, misjudge a wall in an older car park, or be involved in a rear-end collision at a roundabout.
At this point, most people search online for guidance. However, much of the available advice is intended for British drivers using their own vehicles abroad, focusing on green cards, UK insurers, and regulations for foreign-plated vehicles.
This advice does not apply to your situation. Your hire car is registered locally and insured by the rental company. Any charges will come from the rental desk, not an insurance provider.
The following steps are the ones that matter in this situation.
Step 1: People first, then the scene
If anyone is hurt, that is the only thing that matters for the next few minutes. Emergency services across the EU are on 112, and it works from any phone, in English, in every member state.
Once everyone is safe, turn on hazard lights, place a warning triangle if available, and wear high-visibility vests before exiting the vehicle if you are on a road. In many European countries, carrying and wearing these items are legal requirements. The hire car should contain them, typically in the boot or under a seat.
Step 2: Call the hire company before you agree to anything.
The contact number is on your rental agreement and often on the keyring. Call as soon as possible, even for minor incidents.
There are two reasons for this. First, most rental agreements require prompt reporting of damage, and delays can cause complications. Second, the hire company will advise whether police involvement is necessary, if the car can be driven, and whether they will arrange recovery or expect you to do so.
Do not agree to a private settlement with another driver at the scene. Although it may seem convenient for minor damage, you are not the vehicle's owner and cannot settle on the vehicle owner's behalf.
Step 3: Involve the police when necessary and obtain the reference number.
You will not always need the police, but there are situations where you almost certainly will:
- Anyone is injured
- The vehicle is stolen, broken into, or damaged deliberately.
- The other driver leaves the scene, is uninsured, or refuses to give details.
- The hire company asks you to report it.
- Local law requires attendance — rules vary, and the hire company will know.
In all cases, request the police report reference number and, if possible, a copy of the report. Theft and malicious damage claims often fail due to missing police documentation.
Step 4: If another vehicle is involved, complete a European Accident Statement.
This standard two-part form is used throughout the EU. In France, it is called the constat amiable; in Italy, the constatazione amichevole; and in Spain, the declaración amistosa de accidente. Both drivers complete their section, recording agreed facts such as the date, location, vehicle registrations, insurers, contact details, and a sketch of the incident.
Completing this form does not mean you are admitting fault. Determining liability is the insurers' responsibility. Do not sign any statement you do not understand or agree with, as it may have significant consequences. If the form is only in the local language and you are unsure, write your account in English in the free-text section and photograph all documents.
Take the following five photographs before leaving the scene.
- A close-up of the damage.
- The damage from a distance to show the entire vehicle.
- The other vehicle and its number plate.
- The wider scene, including road markings, signage, and any relevant obstructions.
- The other driver’s documents, such as licence, insurance certificate, and hire agreement if applicable.
Step 5: Understand what will happen at the drop-off desk.
When you return the car, the hire company will assess the damage and charge you. In most cases, they will deduct the excess or the estimated repair cost, whichever is lower, directly from the card you provided at pick-up.
This process often surprises customers. There is no negotiation or waiting for a quote; they deduct the amount from your account immediately. If you plan to use that card for the remainder of your trip, be aware of this in advance.
Before you walk away from that desk, ask for three things:
- A written damage or accident report describing what was damaged
- An itemised invoice or receipt showing exactly what you have been charged and why
- A copy of the signed rental agreement and the condition report from pick-up
Step 6: Claim the money back.
If you purchased standalone hire excess insurance before your trip, it applies now. You have already paid the hiring company and can now submit a reimbursement claim.
Questor policyholders can submit a claim by logging into their account at customer.questor-insurance.co.uk. It is best to do this promptly, while all paperwork and details are readily available.
What Questor’s car hire excess insurance reimburses
The policy sits behind the hire company’s cover rather than replacing it. Your rental agreement still needs to include CDW.
| What's Covered | Cover Limit |
|---|---|
| Excess Reimbursement | £10,000 |
| Tyres, Windscreen, Roof & Underbody | £10,000 |
| Administration Charges | £500 |
| Towing | £1,000 |
| Misfuelling | £1,000 |
| Lost, Stolen or Damaged Keys | £750 |
| Curtailment | £300 |
| Drop-Off Charges | £300 |
| Locked Out Cover | £250 |
| Cancellation Charges | £500 |
| Personal Effects | £300 |
Review the list carefully, as some charges may be unexpected. These include drop-off charges for returning the car to a different location, towing, misfuelling (a common and costly error abroad due to unfamiliar pump colours and labels), key replacement, and curtailment if your trip is cut short.
The damage you did not cause
Another common and frustrating scenario is being informed of damage upon return that you are certain was already present. There is no reliable way to resolve this, so you must do it before you drive away at the start of the hire. Take a slow video walkaround — every panel, both bumpers, all four wheels and the spare, the windscreen, the roof, the interior — with the date visible if you can manage it. Then make sure every mark you find is written onto the condition report, not just pointed out to the person handing you the keys.
If you have this video and it shows the damage, resolving the issue is straightforward. Without it, it becomes your word against the hire company, which already has your card details.
Repeat the walkaround when returning the vehicle, ideally with a staff member present. Damage reported after leaving the car in an unattended drop-off bay is a common source of disputes.
Where claims most often come unstuck
- No police report where one was needed — particularly for theft or malicious damage.
- No itemised invoice, only a card statement showing an amount.
- A driver who was not named on the rental agreement was at the wheel.
- The rental agreement did not include CDW in the first place.
- The vehicle was driven outside the terms of the rental agreement — off-road, into a country the agreement excluded, or by someone under the age limit.
- The trip was to a destination the Foreign, Commonwealth and Development Office was advising against
Most of these issues can be avoided with a few minutes of attention at the hiring desk, a small effort compared to the potential costs.
The short version
Prioritise safety, then contact the hire company before making any agreements. Obtain a police reference when required. Complete a European Accident Statement if another vehicle is involved, and do not sign anything you do not understand. Photograph all relevant details. Collect the written report and itemised invoice before leaving the country, then submit your claim.