www.demurrage.com.au

Frequently Asked Questions

Q: Who will pay for the replacement vehicle?

A: We will recover the rental vehicle costs from the party at fault’s insurance company.

Q: How do I know if I’m eligible for a replacement vehicle?

A: Anyone who loses the use of their vehicle as result of not at fault accident is eligible as long as, the party at fault is insured comprehensively or third party insured. It does not matter if they do not have car hire cover in their policy.

Q: When can I get a replacement vehicle?

A: We usually arrange delivery of the rental vehicle to the panel beaters once the claim is approved, which only takes minutes upon receipt of the necessary information. The replacement vehicle can be delivered to your home or work also.

If you vehicle is not driveable or not roadworthy, we can usually arrange a vehicle on same day as the accident once the claim is approved, subject to necessary documents/information.

Please call our office to see if delivery is available in your area.

Q: What type of vehicle can I get?

A: You are entitled to a vehicle of similar standard to the damaged vehicle; however this is not always possible to arrange, however a suitable replacement vehicle will be supplied.

Q: Is the replacement vehicle insured?

A: The replacement vehicle will be comprehensively insured and the insurance excess on the vehicle will be reduced to $300, $500 or $1000 depending on the Rental Company and vehicle hired. This will be discussed with you prior to delivery of the vehicle.

The vehicle also comes with unlimited kilometres.

Q: Do I pay a deposit or need a credit card?

A: In most cases a small refundable deposit of $100 is required.

Rental companies generally require a credit card as security, however in some cases can arrange to have this waived.

Q: What is the minimum age to receive a replacement vehicle?

A: Almost all rental companies in Australia require the minimum age of a driver to be 21 years of age. Often the insurance excess is affected by drivers with ages 21-24 years of age.

In most cases we can provide a suitable solution if the driver is under the age of 21.

Q: How long can I have the replacement vehicle?

A: This can be broken down into two areas;

My vehicle is repairable: In most cases you can keep the rental vehicle until your car is repaired, however we will notify of the claimable rental period based on the hours authorised to repair your vehicle by the insurance company.

My vehicle is a total loss: You can generally claim up to 14 days OR if you receive a cheque from the insurance company first, whichever is the sooner. If you are uninsured or only have third party cover we can often extend the rental up to the date the settlement cheque is received.

In every circumstance each claim is assessed on its individual merits and we will contact you to advise the claimable rental period.

Please contact us if you have any questions regarding information or documentation with your claim.