RentalCover.com Claim Denied - Coverage on Website Differs

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RentalCover.com

• 

  adam on 05/04/2024 - 20:06

  +1

  Yes, you can take them to court.

• 

  Hellfire on 05/04/2024 - 20:22

  +2

  Ask for a formal review of your claim under their internal disputes process. If that doesnt work then make a complaint with AFCA

  • 

    Hvrd on 05/04/2024 - 20:25

    would i have a chance if they argue all that matters is what's in the insurance policy wording?

    • 

      Dumax on 05/04/2024 - 20:28

      +1

      So what exactly does it say in the insurance wording?

      As you have stated it seems pretty unequivocal on their website that rentals through companies like Turo are covered - so what are they relying on to deny your claim?

      • 

        Hvrd on 05/04/2024 - 20:40

        complete 180 and not covered. They do use multiple insurers, mine was with intact so maybe other insurers did but intact didn't, no mention of this though

        https://www.rentalcover.com/en-us/help/about-your-cover/what…

        • 

          AustriaBargain on 05/04/2024 - 22:00

          @Hvrd:

          Your rental needs to be booked with an authorized rental company, peer-to-peer rental platform (such as Drivy, Getaround, Goget, Turo, Carnextdoor, Zipcar, HiyaCar, etc.), car dealership, accident replacement service or is a loan car from an authorized mechanic.

          The wording definitely sounds like Turo is one of their authorised peer to peer car rental apps. Unless the list of authorised apps is secret, and that was just an example of what a peer-to-peer rental platform is. That'd be silly though.

    • 

      Hellfire on 05/04/2024 - 21:00

      Yes. They can't have advertising material (eg website) that is different.

      • 

        Hvrd on 05/04/2024 - 21:12

        I've read a previous post where someone involved AFCA and the insurer ended up paying, ill start a dispute and see where it goes

  • 

    JimmyF on 05/04/2024 - 22:19

    -2

    AFCA won't help, its a overseas based company.

    • 

      Hvrd on 05/04/2024 - 22:52

      It looks like they are operated under cover genius who are members of afca

    • 

      hayne on 06/04/2024 - 00:21

      -5

      @JimmyF: it doesn't look like AFCA is an overseas based company. After all, it's called the Australian Financial Complaints Authority and this is their website: https://www.afca.org.au/

    • 

      coffeeinmyveins on 06/04/2024 - 04:12

      I can assure you that rental cover and the company that owns it is not an overseas based company, they are based and founded in Australia

      • 

        JimmyF on 06/04/2024 - 08:34

        Oh my bad, I thought rentalcover was US based looking at how focused it was on the US from their wesbite :)

        Then yes if AU based, AFCA might be able to help.

• 

  JimmyF on 05/04/2024 - 22:14

  I recently went to Canada
  Is there anything I can do about them denying a claim that they clearly stated they covered on their own website? thanks
  Your rental needs to be booked with an authorised rental company, peer-to-peer rental platform"

  So Turo is listed on an authorised peer-to-peer platform in the T&Cs, but is Canada covered?

  Why didn't you use Turos insurance option!

  • 

    Hvrd on 05/04/2024 - 22:56

    Yes I bought it in Canada and paid in cad, to be insured with rental cover I took out basic $2000 excess insurance with turo first then got rental cover which seemed it covered more and had $0 excess

    • 

      Dumax on 06/04/2024 - 01:22

      This element may explain why you were insured with "Intact Insurance" rather than "Cover Genius Pty Ltd" - perhaps their system just defaults to the country where it (thinks) you're booking from rather than your residency status. I'd suggest that you're likely not eligible to be insured by Intact (their fault, not yours) as you're not a Canadian resident.

      However, they may still have an out as many insurance policies are only valid if they are purchased before departing on the trip (this issue was discussed previously) so it would be best to double check the PDS.

• 

  MatthewAsia on 05/04/2024 - 22:26

  +1

  Seems really disingenuous to list it on their site and then say it's not included. That's for sure looks like it's breaking some laws.

  Just in case their website magically changes. I've added it to archive.org, a nice (should be permanent) record. Maybe print a copy and/or print to PDF too.

  https://web.archive.org/web/20240405112059/https://www.renta…

  • 

    Hvrd on 05/04/2024 - 22:57

    Thanks I’ve screenshotted it too

• 

  sumyungguy on 05/04/2024 - 23:04

  +1

  Canadian residents are covered by Intact, Australians by Cover Genius. How did you end up being insured by Intact? And you purchased cover from two insurers, so what cover did you choose from each one?

  • 

    Hvrd on 05/04/2024 - 23:32

    In the quote I said I was Aus resident. Turo I got $2000 excess coverage and then by also getting rental cover that brought it down to $0 excess. My claim was just under $2000 so Turo hasn’t got involved

    • 

      sumyungguy on 05/04/2024 - 23:36

      Which company is your CDW insurer?

      • 

        Hvrd on 06/04/2024 - 00:09

        -1

        Both

        • 

          sumyungguy on 06/04/2024 - 00:13

          @Hvrd: Appears to me you purchased CDW via Turo and excess reduction via Rentalcover.com; so you'd have to claim via Intact/Turo, pay the excess and claim it from Rentalcover. But undercarriage damage and towing generally aren't covered, so you're up for the $2K. Anyway, why would you purchase CDW from two insurers? That would cost double. I don't think you've disclosed what you purchased from whom or perhaps you don't even know yourself?

          • 

            hayne on 06/04/2024 - 00:19

            @sumyungguy: The key here is what sumyungguy said - if they don't cover undercarriage damage and towing, then your claim will be denied regardless. Is that included in the coverage in the PDS or alternatively is it specifically stated in the exclusions?

            Make sure you lodge a complaint/dispute with Rentalcover first, if you go to AFCA straight off the bat, they will refer you back to your insurer.

            Source:
            https://insurancecouncil.com.au/about-us/complaints-concerns…

          • 

            Hvrd on 06/04/2024 - 10:38

            @sumyungguy: so to be covered with rentalcover i had to have minimum insurance with turo, it was the front bumper that needed to be fixed

• 

  coffeeinmyveins on 06/04/2024 - 04:15

  purchased seperate rental insurance from Rentalcover.com.

  What does your policy actually cover?

  99% of these "they illegally denied my claim" things are because the consumer didn't read the PDS properly and understand their coverage, not because "insurance company bad".

  You would have received a link to your PDS that will outline coverage and exclusions.

  If you truly believe you have been wrongly denied a claim you can request a review via RC support.

  Going straight to afca will , and I can guarantee you this, just result in them saying to work it out with RC first. You have to do the leg work first

  • 

    Hvrd on 06/04/2024 - 11:09

    I've done 2 test quotes, if I say I live in Canada the wording says peer to peer not eligible, if I say Australia then the wording says rental company includes peer to peer. I've messaged RC complaints.

    • 

      coffeeinmyveins on 06/04/2024 - 11:21

      +1

      See what they say. If it's a genuine mistake they'll fix it up otherwise go to afca if you feel they are acting against their own terms after a review