Claims

If you have an accident or your rental car is stolen you must notify the Rental Provider , and, in the case of theft, the police or other relevant authority, as soon as possible. They will advise you what steps to take next based on the nature of your incident.

If you expect to lodge a claim, you must notify us immediately with your intent to claim by:

EMAILING
claims@prosura.com
WITHIN AUSTRALIA
1300 677 180
WITHIN NEW ZEALAND
0800 700 127
OTHER COUNTRIES
+61 7 3062 6818
Prosura (Australian Financial Services Licence Number 530275) handles and settles claims on behalf of the insurer, Pacific International Insurance Ltd Pty Ltd. In handling claims, Prosura is acting for the insurer, and not as the agent of the insured.

For claims related to damage to or theft of a rental vehicle, you must obtain a receipt from the Rental Provider for all charges you intend to claim reimbursement for.

If you would like to lodge a claim online, log in to your Self Service Portal.

Go to Self Service Portal

Claims checklist

RENTAL VEHICLE DAMAGE OR THEFT

The Nominated Driver’s drivers licence and a certified translation document if the license is not in English.
The Rental Vehicle Agreement
The accident or damage report
Photos of the incident or damage
The police report (where applicable)
All receipts from the Rental Provider specifying charges for repairs undertaken, excess fees and all other claimed charges
All other supporting documentation reasonably requested by our claims officer.

PERSONAL BAGGAGE*

A police report or other evidence of theft or damage to Personal Baggage occurring during the Period of Cover
An invoice, receipt, or link to a third party website indicating price for each item being claimed

EMERGENCY CANCELLATION PROTECTION*

Confirmation email for car rental prepayment showing pick up and drop off dates
Invoice, receipt or bank statement showing claimed prepayment to car rental company or travel agent
Information regarding the emergency , eg, link to government covid website indicating border closure, news article/other third party source, flight cancellation email
Copy of email notifying the rental vehicle provider or travel agent of your cancellation
Copy of emails and other correspondence indicating actions taken to recover the Prepayment from the rental vehicle provider or travel agent, and that the Prepayment was not refunded.

*eligible policies only — see your PDS.

Company

Product

For rentals in Australia, or for Australian residents travelling in foreign countries:

Prosura Rental Vehicle Excess Travel Insurance Products are issued by Pacific International Insurance Pty Ltd ABN 83 169 311 193 (‘Pacific’). Prosura Pty Ltd ABN 59 638 142 720, Australian Financial Services Licence Number 530275, (‘Prosura’), has been authorised by Pacific to enter into policies and deal with them, as the agent of Pacific. Prosura does not act as your agent. Any advice provided by Prosura is general and does not take into account your objectives, financial situation or needs. Before making a decision please consider the Product Disclosure Statement and Financial Services Guide and the Target Market Determination. If you purchase a policy, we receive a commission which is a percentage of your premium - ask us for more details.

For rentals in New Zealand by all residents (except for Australian residents):

We do not provide financial advice and do not make any recommendations or representations about the superiority or suitability of this product. You should consider obtaining independent advice before making any financial decisions. We will receive a commission if you choose to purchase a policy via this website.

Prosura Rental Vehicle Excess Insurance is underwritten by Pacific International Insurance Pty Ltd NZBN9429041356500, FSP394846 ('Pacific'). You should consider the Policy Wording before making any decisions about this insurance policy. Terms, conditions, limits, and exclusions apply. For information regarding Pacific's financial strength and solvency, please visit www.pacificins.co.nz/financial-strength-solvency. Pacific is regulated by the Reserve Bank of New Zealand (RBNZ).