1. Have proof of condition
Record condition at handover and return with a checklist, damage diagram, photos and the customer's signature. See digital signature inspections.
2. Record the damage promptly
Log the accident or damage against the rental contract with severity, location and who was responsible.
3. Estimate the repair
Get a repair estimate and decide whether the customer's deductible applies.
4. Charge and claim
Bill any customer deductible on the contract, and file an insurance claim for the rest. See rental accident management.
5. Handle disputes with evidence
Keep the inspections, photos, estimates and signed documents together on one record.
Frequently asked questions
What if the customer disputes the charge?
Show the signed check-in and check-out inspections side by side. Clear evidence usually settles it.
Should the car stay on rent while being repaired?
No. Put the contract on hold or change the vehicle. See contract hold.