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FREQUENTLY ASKED QUESTIONS Back

Listed below are the most frequently asked questions about filing your claim online.

Don't see your question here?
Feel free to contact us at 1-800-338-1670

It takes approximately 15-20 minutes depending on the complexity of your accident(i.e. multiple vehicles, other parties involved, etc.) Having a copy of your Car Rental Agreement/Contract, Personal and/or Business Insurance information and the Police Report available will assist in making the process quicker.
After you have started entering information into your claim report you may stop and the information you have provided will be saved for 72 hours. Simply return to this website and re-enter your card number and once verified we will return you to the portion of the claim filing form you stopped at so that you may continue with your claim. For security reasons if you return to the website more than 72 hours from the time you click on the Save & Finish Later button your information will have been deleted and you will need to begin filing your claim again.
As an immediate next step, we will work with the Car Rental Company to obtain the documentation we need from them. We will send you periodic updates on your claim via email or through the mail.
Check our claim status website www.yourcarrentalclaim.com (available 24 hours after you have submitted your claim) or call 1-800-338-1670.
Please call, fax or email us with this information. Click here for Contact info. Please reference your claim number on any correspondence to us.
Upon receipt of your submitted claim, we will contact the Car Rental Company on your behalf to secure the documents needed. However, should you have any documentation relating to the rental vehicle or its damage, please submit that documentation to our office to expedite the handling of your claim.
Yes, you should file a police report for any damage to or theft of the rental vehicle.
If the Car Rental Company has already charged your card for damages, please contact us at 1-800-338-1670 so you can file a claim immediately.
We will evaluate the claim against the program policies. For a copy of Car Rental Loss and Damage Insurance plan1 please click here americanexpress.com/CRLDIterms
We will review your submitted claim for coverage once the Car Rental Company supplies all requested documents relating to the rental vehicle and it’s damage.
Car Rental Loss and Damage Insurance1 is a secondary insurance plan and reimburses the Card Member only for losses/expenses not covered by other sources of insurance or indemnity when the Card Member uses their eligible American Express Card to pay for entire rental.
Car Rental Loss and Damage Insurance1 is a benefit that comes with your membership on most American Express Cards, at no additional cost to you. The damage to or theft of a rental vehicle benefit is secondary to other sources of insurance or indemnity.

Premium Car Rental Protection2 is an optional fee product that can enhance the coverage that comes with your Card with primary coverage for damage to or theft of the rental vehicle, Accidental Death & Dismemberment benefits, and secondary medical and secondary personal property coverage.
If a Card Member, Authorized Driver, and/or Passenger suffers an accidental injury as a direct result of an accident that occurs while within the rental vehicle, the plan pays up to $5,000 for medically necessary treatment. This benefit is secondary to other sources of insurance or indemnity*.

If a Card Member, Authorized Driver, and/or Passenger suffers an accidental death or dismemberment as a direct result of an accident that occurs while within the Rental Vehicle, the plan pays up to $200,000** for the Card Member and $20,000** for Authorized Driver or Passenger.

For any one accident the accidental injury and accidental death and dismemberment benefits are subject to a maximum payment of $300,000** for all Card Members, Authorized Drivers, and Passengers affected by the accident.

Car Rental Loss and Damage Insurance1 coverage varies by American Express Card. Certain Cards receive additional benefits related to accident and health coverage. To view the benefits available on your particular card click here americanexpress.com/CRLDIterms.

These benefits are also available under Premium Car Rental Protection2 for a per rental fee. The coverage limits vary by plan option. To obtain more information click here americanexpress.com/premiumcarrental.


*Utah and Vermont Residents who have Car Rental Loss and Damage Insurance coverage – accidental injury coverage is provided on a primary basis.
**New Hampshire Residents with Car Rental Loss and Damage Insurance coverage:
  • Accidental death and dismemberment amount is up to $20,000 (Card Member) and $2,000 (Authorized Driver and Passenger)
  • Any one accident maximum limit for accident injury, accidental death and dismemberment is up to $50,000 (for all Card Members, Authorized Drivers, and Passengers)
  • If a Card Member’s, Authorized Driver’s, and/or Passenger’s personal property is damaged or stolen while secured in a rental vehicle then the plan pays up to $1,000 per person and $2,000 per accident. This benefit is secondary to other sources of insurance or indemnity.

    Car Rental Loss and Damage Insurance1 coverage varies by American Express Card. Certain Cards receive additional benefits related to personal property coverage. To view the benefits available on your particular card click here americanexpress.com/CRLDIterms.

    These benefits are also available under Premium Car Rental Protection2 for a per rental fee. The coverage limits vary by plan option. To obtain more information click here americanexpress.com/premiumcarrental.
    It takes an average of 45 days to receive a final decision. For rentals occurring Internationally, it could take up to 60-90 days depending on the Car Rental Company responsiveness and/or severity of accident.

    If the Car Rental Company has incorrectly charged your card for damages, please reach out to us by calling the number on the back of your card to set up a dispute.
    1 Car Rental Loss and Damage Insurance is underwritten by AMEX Assurance Company, Administrative Office, Phoenix, AZ under Policy AX0925, Policy AX0925-PR, Policy AX0925-VI, or Policy CRLDI-IND. For residents of GU and MP, the Plan is underwritten by Tokio Marine Pacific Insurance Limited, Hagatna, Guam under Policy CRCB000000108. This benefit is not available to residents of American Samoa, Federated States of Micronesia, Marshall Islands, Palau and the US Minor Outlying Islands. Coverage is determined by the terms, conditions, and exclusions of the Policies applicable to your Card and is subject to change with notice. This document does not supplement or replace the Policies. Coverage applies for the first 30 days of a vehicle rental and when rented from a Car Rental Company. Coverage is not available for ride-sharing companies that allow individuals to rent out their personal vehicle. This policy does not cover some vehicles, e.g. off-road vehicles, limousines and antique cars as described in the Terms and Conditions. This product provides secondary coverage. This means it pays eligible benefits not paid by any primary insurance that you have. This product provides collision damage to the rented vehicle but does not cover such things as damages to other vehicles or property. For full Terms and Conditions, see americanexpress.com/CRLDIterms.

    2Premium Car Rental Protection is underwritten by AMEX Assurance Company, Administrative Office, Phoenix, AZ. Coverage is determined by the terms, conditions, and exclusions of AX0610 or Policy PCRP-IND and is subject to change with notice. This document does not supplement or replace the Policy. This product may not be available in certain states