Damage Management Policy
Our damage policy is changing to provide more clarity and fairness to our customers, as well as improve our efficiency and service quality.
Damage claims will now be classified into two categories:
- light damage (scratches, dents, including windscreen repair and tyres repair/replacement)
- serious damage
What does it mean to you as customer?
Light Damage Matrix – no wait time for cost or documentation, immediate return of difference in deposit, no delay in processing time.
Light Damage:
This shows the pre-agreed fixed sum(s) as set out in the Light Damage Charges Schedule. As explained in our T&Cs, Light Damage is minor damage to the Vehicle (but which is not classed as wear and tear) and therefore does not necessarily require immediate repair for safety, mechanical or cosmetic reasons before it can be rented to another customer. If the costs of repair cannot be determined via the Light Damage Charges Schedule, we may calculate them by requesting a desktop assessment. Any desktop assessment used to estimate damage costs is carried out by Europcar's independent third-party engineering partner. All engineers are Audatex Vehicle Damage Assessor qualified.
Serious Damage:
This shows the sums Europcar has become liable to pay in recovering and/or repairing the Vehicle. As set out in our T&Cs, you will indemnify us for this amount as a debt.
Total Loss:
This shows the pre-accident value of the Vehicle and any Vehicle recovery charges, less any sums that we recover in respect of the Vehicle when it is sold for salvage. As set out in our T&Cs, you will indemnify us for this amount as a debt.
Loss of Use:
This is a charge to take account of our loss of revenue while the Vehicle is being repaired. We calculate the Loss of Use charge on the basis of the daily rental rate set out in the Rental Agreement, adjusted to reflect the estimated percentage utilisation of our fleet, which is calculated quarterly. For Serious Damage, other than Serious Damage to tyres and windscreens, the number of days charged by us for Loss of Use of the Vehicle will comprise:
a) one day for the Vehicle to be taken in for repair;
b) one day for each period of four hours (or part thereof) of labour required by the relevant supplier to affect the repair; and
c) one day for the Vehicle to be returned to us and checked in following the repair.
For Damage to the tyres and/or windscreen a Loss of Use is capped at €20.
Tyres:
For minor repairs to tyres or tyre replacements, this charge is the sum Europcar has become liable to pay in repairing or replacing the tyres. As set out in our T&Cs, you will indemnify us for this amount as a debt.
Windscreens:
For minor repairs to windscreens, this charge is the pre-agreed fixed sum(s) as set out in the Light Damage Charges Schedule. Please see the description of Light Damage above for more information. For other damage to windscreens, this charge shows the sums Europcar has become liable to pay in repairing or replacing the windscreen. As set out in our T&Cs, you will indemnify us for this amount as a debt.
Damage Administration Charge:
This shows either the Light Damage Administration Charge or Serious Damage Administration Charge (whichever applies). Each of these Charges pays for the back-office resource required to process paperwork associated with the relevant Damage to and/or the Total Loss of a Vehicle, including calculation of the applicable Loss of Use charge and liaison with an engineer where applicable. Light damage administration fee will be €50 / Serious damage administration fee will be €90.
Engineers Charge:
This applies if the Vehicle has suffered Serious Damage or is a Total Loss. It pays for an engineer to assess whether a damaged Vehicle is worth repairing and, where appropriate, to:
a) liaise with the repairers to determine how it will be repaired and what it will cost; or
b) determine the pre-accident value of the Vehicle and to arrange for the Vehicle to be sold for salvage.
Deduction – application of the excess: To reflect the fact that you have agreed an Excess amount, a deduction has been applied to reduce the amount of the charge to the level of the Excess amount plus the relevant Damage Administration Charge or/and Loss of Use Charge (i.e. Light, Serious Administration Charge, Tyre or Windscreen Loss of Use Charge)
No VAT:
You will note that the invoice is not subject to VAT. Please disregard the references to VAT in the documentation enclosed with this letter.
Light Damage Matrix
Link to Light Damage Matrix - please note that an administration fee of €50 applies to all Light Damage.
Damage identified upon the return of the Vehicle and in your presence:
If Light Damage is identified upon the return of the Vehicle when the inspection is made in your presence and in the presence of our agent or its representative and if you acknowledge the damage by signing the statement of return of the Vehicle, we will EITHER:
- provide you with an invoice immediately detailing the applicable charges and, to the extent that the charges can be determined at the check-in, will charge the debit or credit card you supplied to us at the time of pick-up, with EITHER:
- the charges detailed; or
- the Excess amount under our Protection packages, whichever is lower
OR
refer the matter to our head office team who will assess the Light Damage identified and will determine the appropriate charge. This will be done in one of two ways: a) by reference to the Light Damage Charges Schedule; or b) by carrying out a desktop assessment using industry standard software to estimate damage costs. We will then send you an invoice for:
- the charges detailed
- the Excess amount under our Protection packages, whichever is the lower amount
If you contest either the damage and/or the invoice; or if you refuse to sign the statement of return for the Vehicle; or for whatever reason, the charge cannot be determined at the time of check-in (for example, where there is no price for the specific damage in the Light Damage Charges Schedule) then we will send you the documents outlined below and you have the option to follow the procedure in set out in ‘Querying the Damage Charges’
- the statement of return for the Vehicle detailing all the damage we identified;
- pictures of the damage;
- an invoice detailing the applicable charges
Damage identified upon the return of the Vehicle and in your absence:
If damage is identified during the inspection of the Vehicle by us in your absence we will send to you the following documents by email or by post:
- the statement of return for the Vehicle detailing all the damage we identified;
- pictures of the damage;
- an invoice detailing the applicable charges
Querying the Damage Charges
You have fourteen (14) days from the date on which the email or the letter is sent to you to challenge your liability for the damage identified and/or the charges levied by us. If you do not challenge within this period of fourteen (14) days, we will charge the debit or credit card you supplied to us at the time of pick-up with either:
- The Charges detailed: or
- The Excess amount under our Protection packages, whichever is the lower amount
Customer Damage Team
If you wish to contest your damage invoice, you may reply to the email from the damage team or you can send a claim to our customer service department at
customerservicesie@europcar.ie
