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Claims Center

Glossary of Terms

Accident report

The report is usually completed at the rental agency when the damaged vehicle is returned or exchanged. It may also be referred to as the damage report, accident, or incident report, or it may simply be a check-in slip that has a space for damage details (particularly for foreign rentals).

Auction Internet Site

A public or private auction site held online including, but not limited to Ebay, Yahoo & Ubid.

Baggage/Luggage claim check

A bag tag or passenger stub that is handed to the passenger to identify and trace a specific bag that has gone astray and was not delivered at the destination.

Business License or Business Card

If the renter was self-employed at the time of the rental, or is the owner of their business, we require a copy of the renter’s business license/incorporation papers. If the documents are unavailable, a business card may possibly be acceptable.

Citation/Ticket/Traffic Violation

If the driver was cited or ticketed, we may require a copy of the citation or ticket to determine if any of the rental terms and conditions were violated by the actions of the renter.

Common carrier

Refers to land, water or air conveyance operating under valid license to transport passengers for hire and for which a ticket must be purchased prior to commencing travel.

Covered trip

A period of round-trip travel that does not exceed 365 days away from your residence to a destination other than your city of residence.

Common Carrier Statement of Delay

A letter from the Common Carrier verifying the cause of the delay.

Cost Matrix (for rentals in Europe or outside the U.S.) or Repair Estimate

A detailed list of damage and the approximate cost of repair the damage.

Declaration Page from Primary insurance

A copy of your insurance Declarations Page(s) [the document(s) that lists names, coverages, limits, and deductibles effective at the time of the incident. If you were not insured on the date of the incident please supply a notarized letter stating such.

Declaration Page from your personal auto insurance

The insurance document(s) from your primary auto insurance company that lists names, all owned vehicles, coverages, limits, and deductibles. It should reflect coverages at the time of loss. It is generally the first page of the actual policy but may consist of several pages.

Demand Letter

A document outlines the total amount claimed for damage and any additional fees the rental agency may be charging as a result of damage caused by the renter. The document generally provides contact information for the rental agency’s claims department.

Equipment Failure

Any sudden, unforeseen breakdown in the Common Carrier's equipment that caused a delay or interruption of the trip.

Excess and supplemental

The coverage for eligible expenses is secondary to any applicable insurance or other reimbursement available to you.

Final Rental Agreement (or closed rental contract)

The contract or receipt given when the vehicle is returned to the rental agency. It should reflect the cardholder’s name, the intended rental dates, the actual rental dates, the card used to pay for the rental, the cost of the rental, - the make and model of the vehicle rented (and if exchanged for 2nd vehicle at the time of incident, this should reflect information for the 2nd vehicle), insurance selections made by the renter.

Final Repair Bill

A document that provides details on the actual costs to repair the car. It should provide a detailed listing of all parts, labor, taxes, and any other fees charged by the repair center.

Inclement weather

Severe weather condition that delays the scheduled arrival or departure of a Common Carrier.

Initial claim report with common carrier

A complete copy of the initial claim filed with the Common Carrier.

Initial Rental Agreement (or open rental contract)

Contract provided when the vehicle is picked up from the rental agency. It should reflect the cardholder’s name, the intended rental dates, the card used to reserve/secure the rental, the make and model of the vehicle rented, insurance selections if any, and the amount estimated for the rental cost.

Items Being Claimed

A list of the items being claimed including their value and receipts if available.

Letter from your employer on company letterhead

A letter on company letterhead signed by a person of authority (employer, manager, owner, or whoever authorizes company travel), that confirm that the rental was for business use. Please make sure that all authorized drivers are listed in this employer letter.

Master rental agreement for frequent renters clubs showing reservation preferences

This document must reflect the renter’s name, their insurance preferences and their preferred card for reservation purposes.

Monthly Billing Statement for common carrier tickets

The MBS from the cardholder’s bank that shows the cardholder’s name, at least the last 4 digits of the credit card number, and must reflect the charge for the common carrier tickets. An online copy is acceptable provided the necessary identifying information is included.

Monthly Billing Statement (Rental Payment)

The MBS from the cardholder’s bank that shows the cardholder’s name, at least the last 4 digits of the credit card number, and must reflect the charge for the rental vehicle. An online copy is acceptable provided the necessary identifying information is included.

Monthly Billing Statement or Proof of Payment (Damage Payment)

The MBS or proof of payment for damages that reflects the charges for the damage to the rental vehicle. (This may have not been charged to your card. Please provide documentation on any payment made for repairs to the rental vehicle. )

Notarized statement of no insurance

The notarized statement of no insurance should explain that at the time of the incident/rental, the eligible person had no personal insurance policy. Letter should include the dates of the incident/rental as this is the time period in question. (Notaries can usually be found at a bank.)

Online reservation information

This may replace the initial rental agreement and should contain the intended rental dates, renter’s name, card information, and vehicle preferences along with insurance preferences.

Photos of the damage

If available, the photos can be obtained from the rental agency if the renter does not have a copy.

Police report

The report should reflect the accident narrative and all involved parties along with any citations/violations/tickets/findings, etc. (If you do not have this, please request from the appropriate police department.) We do require the complete police report with the full narrative if one was filed.

Pre-paid voucher or rental reservation confirmation

This would be included with the confirmation sent by the travel agent.

Purchase invoice/ Vehicle Valuation

A document that would be provided by the rental car company that reflects the amount paid by the rental company for the purchase of the damaged vehicle. A Vehicle Valuation provides detail on the value of the subject vehicle at the time of loss.

Receipt for repairs (tires, etc.)

If the cardholder paid for repairs to the vehicle, a receipt is required for these repairs/purchase in addition to the estimates/invoices, etc.


The legal and binding document that releases the cardholder and client from any further liability for the damages/repairs made to the rental vehicle. This is prepared by Card Benefit Services and sent to the rental agency with any settlements that are less than the original demand made by the rental company.

Sales Receipt

The original document/charge slip showing proof of a sales transaction which shows the last four digits of the eligible credit card imprinted on the receipt.

Salvage invoice

This document reflects the amount received for the sale of the damaged vehicle should it be non-repairable (total loss). This may be obtained from the rental agency.

Settlement from your personal auto insurance company under R, R1, R2, R3 coverage

Your primary auto policy may show that you have one of these aforementioned coverages on your policy. Because this coverage generally alters or eliminates your deductible, we require a settlement from your insurance company to determine the amount, if any, we may cover.

Settlement from your personal auto insurance under the Property Damage Liability coverage on your policy

If you are insured in the following states (TX, ND, MN, RI and NY) your state statutes require personal auto insurance to pay for damages to rental vehicles under liability coverage. We require settlement documentation to determine what additional amounts, if any, we can cover. In the event your insurance company denied your claim, a copy of the denial letter will be required.

Settlement from your personal auto insurance

This document outlines the payment made under your primary insurance policy for the damages to the rental vehicle.

Settlement from the 3rd party driver

A document that outlines the amount paid by an insurance company or third party for the damage to your rental vehicle.

Settlement response from the common carrier

This document outlines the payment made by the common carrier for the claimed loss.

Settlement response from other insurance

The Settlement Response outlining or declining payment from your insurance carrier.

Storage invoice

A document that reflects the dates of storage of the damaged rental vehicle and the costs associated with the storage prior to repair or settlement for damages.


Labor disagreements that interfere with the normal departure and arrival of a Common Carrier.

Travel voucher/trip itinerary-reservation showing rental purchases as package

If a rental car was part of your travel booking, the itemized travel reservation document, reflecting the items included in the package and amount charged for the rental vehicle, must be provided. This amount must be reflected on the corresponding covered card.

Towing invoice

This document must reflect the date of tow, vehicle towed, and an itemized breakdown of all charges (tow, storage, mileage, additional labor, etc.)