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FREQUENTLY ASKED QUESTIONS Back


Listed below are the most frequently asked questions about inquiries regarding your claims status online.

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

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.
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.
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.
Please reach out to us by calling the number on the back of your card to set up a dispute, or you may contact us at 1-800-338-1670 regarding any questions on your claim.
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.
    Check our claim status website www.yourcarrentalclaim.com (available 24 hours after you have submitted your claim) or call 1-800-338-1670
    We may still be missing the documents required to fully review and adjudicate your claim. Please click on the button "View Required Documents" to see a list of documents still needed from either you or the Car Rental Company.
    Please call, fax or email us with this information. Click here for Contact info. Please reference your claim number on any correspondence to us.
    Please Contact Us and advise us of your claim number and the correct Car Rental Company information.
    Please allow 5 business days from the receipt of your document to be posted as received on this site.
    No, you do not have to contact the Car Rental Company. Upon receipt of your submitted claim, we will contact the Car Rental Company on your behalf to secure the documents needed. However, if you are in possession of any documents relating to the rental vehicle or its damage, please submit that information to our office to expedite the handling of your claim.
    Please send it to us as this will help expedite our claim review.
    Yes, you should file a police report for any damage to or theft of the rental vehicle.
    Please click here for our Glossary section. Here you will find a list of definitions for all of the terms and documents listed on this site.
    Yes. On the claim status results page you can click on the button 'Check Another Claim' and this will clear the current claim information and take you to the first screen to enter your additional claim number. Repeat as necessary.
    Yes. Please Contact Us and advise us of your claim number and e-mail address and all future correspondence will be sent via email. Please note however, our final decision is sent via regular mail.
    During the claim review process, it was determined that the damage caused to the rental vehicle was applied directly to your American Express card. Therefore, we reimbursed your Card directly for the damages owed.
    The Car Rental companies often use a third party company to collect for damages.
    For Car Rental Loss and Damage Insurance1, please confirm what benefits are available on your particular card and review the Description of Coverage. You can do this by clicking here americanexpress.com/CRLDIterms.

    For Premium Car Rental Protection2, please review the Description of Coverage. To view a sample Description of Coverage click here americanexpress.com/premiumcarrental.
    Car Rental Loss and Damage Insurance1 is a secondary insurance plan. This means it reimburses the Card Member only for losses/expenses not covered by plans, such as a partial collision damage waiver, any personal auto insurance, employer's auto insurance or reimbursement plan, or other sources of insurance or indemnity. When these other plans apply, a Card Member must first seek payment or reimbursement and receive a determination based on the stated terms of the other plans that it does not provide coverage before qualifying for coverage under Car Rental Loss and Damage Insurance1.
    Collision coverage covers damage to your car as a result of an accident with another vehicle, object or overturn of your car. Comprehensive coverage covers your car for losses resulting from incidents other than collision. For example, comprehensive coverage insurance covers damage to your car if it is stolen, damaged by flood, fire or animals.
    There are situations when the Car Rental Loss and Damage Insurance1 program and your own personal auto insurance provide similar coverage for the same accident or loss. When this occurs, we may split the supported damages demanded by the Car Rental Company, with your personal auto carrier.
    Administration Fees are costs attributed to the Car Rental Company's normal course of doing business. The Car Rental Loss and Damage Insurance1 provides coverage for administration fees when the Car Rental Company supports these costs.
    The coverage also reimburses the Card Member for reasonable charges (those charges incurred at the closest facility that are usual and customary in the vicinity in which the loss or disablement took place) imposed by the Rental Company, such as towing or storage and Loss of Use.
    'Loss of Use' means the unavailability of a rental vehicle due to damage or theft and consequent loss of revenue by the Rental Company. A Rental Company is not permitted to bill your card for 'Loss of Use'. If a 'Loss of Use' amount was billed to your card, please reach out to us by calling the number on the back of your card to set up a dispute.
    It provides medical necessary treatment due to an Accident Injury suffered by Card Member, Authorized Driver, and/or Passenger as a direct result of an accident that occurs while within the rental vehicle. This benefit is secondary to other sources of insurance or indemnity*.

    For Car Rental Loss and Damage Insurance1 this coverage is on select American Express cards. To view the benefits available on your particular card click here americanexpress.com/CRLDIterms.

    *Utah and Vermont Residents who have Car Rental Loss and Damage Insurance coverage – accidental injury coverage is provided on a primary basis
    Card Members, Authorized Drivers, or Passengers are eligible for coverage if they suffer an accidental death or dismemberment as a direct result of an accident that occurs while within the rental vehicle.

    For Car Rental Loss and Damage Insurance1 this coverage is on select American Express cards. To view the benefits available on your particular card click here americanexpress.com/CRLDIterms.

    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