Vroom Group Help Desk

FAQ 0

Getting Started 0

Car Rental 1

• Car Rental is Cool

Customer Top Questions 9

• What is Rental Vehicle Excess Insurance?
• How does the product work?
• What does the product cover?
• Which plan should I choose? $4,000, $6,000 or $8,000 excess cover?
• What is reimbursement insurance?

See all 9 articles

Customer Support 14

• How do I contact Rental Vehicle Excess Insurance?
• I called out of office hours. What do I do?
• How do I get a tax invoice for my insurance policy?
• Can I enquire about a policy if I am not the policy holder?
• Do you have live chat support for rental vehicle excess insurance enquiries?

See all 14 articles

Purchase Support 23

• Which state should I choose when purchasing my policy?
• Can I travel between 2 states with 1 policy?
• Can I purchase a policy for a single day?
• Can I get a multi state quote or policy?
• Is there an annual or multi-trip product?

See all 23 articles

Key Product Features 14

• Are there any location restrictions?
• What nationalities / residencies does the product cover?
• What vehicle types are covered?
• How do I know whether the car rental company that I am renting from is licensed?
• Does my policy cover all car rental companies?

See all 14 articles

Product Inclusions 15

• Does the product provide cover for single vehicle accidents (SVA)?
• Does the product provide cover for underbody and roof damage?
• Does the product provide cover for windscreen and auto glass damage?
• Does the product provide cover for towing?
• Does the product provide cover for hail damage?

See all 15 articles

Customer Liability When Hiring A Car 8

• What is my financial liability when I rent a car?
• What happens if I 'write off' the hire car?
• What happens if I damage the car? Am I covered?
• Am I responsible for the total replacement cost of the car?
• Do i need to purchase insurance? Does this not come automatically with hire car?

See all 8 articles

Nominated & Additional Drivers 10

• What is a nominated driver?
• How do I add additional drivers to my policy?
• How do I add my wife / spouse / partner / additional driver to my policy?
• How much does it cost to add a driver to my insurance policy?
• How do I add an additional driver/s to the rental agreement?

See all 10 articles

Licensed Car Rental Companies 13

• Does the product provide cover for cars rented from Hertz?
• Does the product provide cover for cars rented from Europcar?
• Does the product provide cover for cars rented from Thrifty?
• Does the product provide cover for cars rented from Avis?
• Does the product provide cover for cars rented from Budget?

See all 13 articles

Campervans / Motorhomes / Trucks / Buses 7

• Does the product provide cover for all car types?
• Does the product provide cover for convertibles?
• Does the product provide cover for motorhomes / campervans?
• Does the product provide cover for utes / trucks / moving trucks?
• Does the product provide cover for buses?

See all 7 articles

Luggage & Personal Effects 2

• What does “Luggage and Personal Effects” mean?
• Does the rental vehicle excess insurance product provide compensation for lost and damaged luggage or personal effects?

Policy Confirmation 4

• How do I know that my policy is confirmed?
• What is a Certificate of Insurance?
• When will my policy payment be charged to my credit card?
• Allianz Global Assistance do not have a record of my policy.

Policy Modifications 9

• Can I extend my policy after the policy end date?
• Will my policy extend automatically when I extend my rental car hire?
• Can I change the policy start date?
• Can I change the policy end date?
• Can I extend my policy?

See all 9 articles

Policy Cancellations 6

• How do I cancel my policy?
• I called out of office hours. When will you respond to my request?
• Can I cancel my policy any time before I travel?
• Can I cancel my policy after I have collected my hire car?
• I cancelled my car booking. Will my insurance automatically cancel too?

See all 6 articles

Cooling Off Period 4

• What is the cooling off period?
• When does my journey commence?
• What are the product Cooling Off Period terms & conditions?
• Where can I read the Cooling Off Period terms and conditions?

Refunds 9

• I returned my car early. Can I get a part refund for the day/s that I did not use the car?
• I picked up my car later than planned. Can I get a refund for the day/s that I did not use the car?
• Can I get a part refund?
• What is the refund policy?
• Am I eligible for a refund?

See all 9 articles

Claims 9

• How do I lodge a claim?
• How long will it take to process my claim?
• Do I have to be in Australia to process my claim?
• Can assessed claim funds be debited into an overseas bank account?
• Can assessed claim funds be paid in foreign currencies?

See all 9 articles

General 2

• Who underwrites the rental vehicle excess insurance product?
• How much does RVE Insurance cost?

Customer Top Questions - Australia 24

• Is my rental car insured in Australia?
• Can I add a baby or booster seat to my rental car booking in Australia?
• Will I be charged for the car if I do not show up to collect it in Australia?
• Can I use a debit card when hiring a rental car in Australia?
• How do I add a GPS to my booking in Australia?

See all 24 articles

Car Rental Overview - Australia 21

• When will I be charged for my car rental in Australia?
• What is a Rental Agreement in Australia?
• Do I have to fill the car with fuel when I return it to the rental company depot in Australia?
• What happens if the rental vehicle is damaged or stolen while in my possession in Australia?
• Who can drive the rental car during the rental period in Australia?

See all 21 articles

Insurance & Protection - Australia 4

• Does travel insurance cover the rental vehicle excess in Australia?
• What is my financial liability when hiring a rental car in Australia?
• How can I reduce or remove my financial liability when hiring a rental car in Australia?
• What happens if I 'write off' the hire car?

Car Rental Payment & Bonds - Australia 6

• Is there a bond or deposit payable when hiring a rental car in Australia?
• When will my security bond be returned in Australia?
• Can a person other than the nominated driver pay for the rental car in Australia?
• What does the listed car rental price in Australia include?
• What is excluded from the listed price in Australia?

See all 6 articles

Car Rental Extras 0

Vehicles 2

• What type of car should I rent in Australia?
• What vehicle types are available to rent in Australia?

Licences 0

Car Rental Extras - USA 1

• How do I add a child seat or GPS to my booking in the United States?

Car Rental Payments & Bond - USA 6

• Do I need a credit card to rent a car in the United States?
• Can I use a debit card to rent a car in the United States?
• Is it free to book in the United States?
• What is included in the price in the United States?
• Is there a bond or deposit in the United States?

See all 6 articles

Insurance & Protection - USA 1

• What are the options for car rental insurance in the United States?

Licenses - USA 1

• What license will I need in the United States?

Booking, Cancellation & Modification - USA 7

• Can I cancel my booking in the United States?
• How do I modify my booking in the United States?
• Why are flight details important in the United States?
• Why can't I see the car I want in the search results in the United States?
• Can I hire a car today in the United States?

See all 7 articles

Restrictions & Policies - USA 8

• Can I request an additional driver in the United States?
• Can I book a one-way rental in the United States?
• How old do I need to be to rent a car in the United States?
• Can I take my rental car into Canada from the United States?
• Can I extend my rental in the United States?

See all 8 articles

Vehicles - USA 1

• Can I hire a van or minibus in the United States?

Car Hire Extras - UK 3

• How do I add a child seat or GPS to my booking in the UK?
• Do I need to pay for fuel in the UK?
• Can I add additional drivers in the UK?

Car Hire Payment & Bond - UK 10

• Do I need a credit card in the UK?
• Can I use a debit card in the UK?
• Is the one way journey fee included in my UK car hire quote?
• What is the deposit I have to pay when renting a car in the UK?
• Is my credit card debited at the time of reservation in the UK?

See all 10 articles

Insurance & Protection - UK 2

• What are the available options for car rental excess cover in the UK?
• Is roadside assistance provided in the UK?

Licences - UK 5

• Am I able to hire a car if I only have a paper copy of my licence in the UK?
• I have just passed my driving test, am I able to hire a car in the UK or Europe?
• Will my overseas licence be accepted in the UK & Europe?
• My UK licence still has my old address on it. What should I do?
• I have penalty points on my licence, can I still hire a vehicle in the UK?

Cancellation & Modification - UK 2

• How do I view, cancel or modify my booking in the UK?
• Will I be charged for not showing up in the UK?

Restrictions & Policies - UK 7

• What documents or paperwork do I need when I pick up the vehicle in the UK?
• Can I travel abroad from the UK?
• Can I travel with pets in the UK?
• Am I allowed to smoke in the vehicle in the UK?
• How do I pick up a car from an airport in the UK?

See all 7 articles

Booking Process - UK 4

• Can I hire a van or people-mover in the UK?
• Can I get a quote without entering my credit card details in the UK?
• Is the one-way fee included in my UK car hire quote?
• What happens when I book a car in the UK and the page says 'Unavailable'?

Car Rental Extras - Canada 2

• Can I nominate an additional driver in Canada?
• How do I add a child seat or GPS to my booking in Canada?

Car Rental Payments & Bond - Canada 5

• Do I need a credit card to rent a car in Canada?
• Can I pay with a debit card in Canada?
• What is included in the listed price in Canada?
• What is the Young Driver Surcharge in Canada?
• Can I get a quote without entering my credit card details in Canada?

Insurance & Protection - Canada 1

• What are the options available for rental vehicle excess cover in Canada?

Licences - Canada 1

• What licence do I need in Canada?

Cancellation & Modification - Canada 2

• Can I cancel my booking in Canada?
• How do I modify my booking in Canada?

Restrictions & Policies - Canada 6

• How old do I need to be to rent a car in Canada?
• Why are flight details important in Canada?
• Can I hire a van or minibus in Canada?
• Can I drive my rental car into the United States from Canada?
• Is your site secure?

See all 6 articles

Booking Process - Canada 6

• Is it free to book in Canada?
• Why can't I see the car I want in the search results in Canada?
• Can I make a reservation for a one-way car rental in Canada?
• Can I hire a car today in Canada?
• When I click book, why does the page say 'Unable to Book' in Canada?

See all 6 articles

Top Questions 16

• Will I require a credit card?
• Can I use a debit card?
• Will my overseas driver's licence be accepted?
• Can I rent a car on a provisional licence?
• Can I add a child seat to my booking?

See all 16 articles