Frequently asked questions.
You have questions? We have answers, including instructions on how to file a claim.
What coverage does a Visa card eligible for coverage provide?
When you rent a car almost* anywhere in the world and pay the full cost of the rental using a Visa card eligible for coverage, collision/loss damage insurance coverage is provided at no additional cost by the Visa Collision/Loss Damage Insurance program.
*There are a few countries where the law requires the cardholder to purchase local insurance. When travelling outside of Canada and the United States, ask if local law requires this purchase.
What does collision/loss damage insurance cover?
Collision/loss damage insurance pays the full cost of repairs up to the actual cash value of the rental car should you become involved in an accident or should the car be stolen, regardless of whether or not you are responsible for the damage. It also reimburses the rental company for any loss of use while the damaged car is being repaired.
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What isn't covered by collision damage insurance?
The Visa Collision/Loss Damage Insurance program does not provide bodily injury coverage for the driver or passengers, or coverage for third-party liability, property damage or loss of personal effects.
What is third-party liability?
If you are involved in an accident that causes bodily injury or death to another person or persons, or does damage to property, you, as the driver, may be held liable.
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Where do I get third-party liability coverage?
Third-party liability coverage is available from your insurance agent or broker, or from the car rental agency where you are renting a car. Keep in mind that if you own an automobile, your personal auto insurance policy may include third-party liability insurance that will cover you in the event of an accident involving a rented automobile. This coverage, however, may only be valid for car rentals in Canada and the United States, so it's wise to check with your personal insurance agent or broker.
What if my personal auto insurance policy does not provide sufficient third-party liability coverage?
It is recommended that you purchase additional coverage either from the car rental agency or from your insurance agent or broker before leaving on your trip.
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What if I don't own a car and have no personal auto insurance?
If you do not own an automobile, it is recommended that you purchase the third-party liability coverage you need either from the car rental agency or from a local insurance agent or broker, before leaving on your trip.
What is no-fault insurance?
Saskatchewan, Manitoba and Quebec have no-fault insurance. This means no driver is deemed responsible for insurance purposes and victims cannot sue individuals for damages when accidents occur in these provinces.
Ontario has limited no-fault insurance, which permits litigation in some cases. For more information, talk to your insurance agent or broker.
No-fault insurance protects against liability for injury or death, caused by automobile accidents, within those provinces, but not against property damage. Therefore, if you reside in a no-fault province, ensure you have adequate coverage before renting a vehicle in another province. If you have personal auto insurance, contact your insurance agent or broker to make sure you have sufficient third-party liability coverage.
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What if I'm renting a car outside of Canada and the United States?
The third-party liability insurance provided by your personal automobile insurance may not cover rentals outside Canada or the United States. Therefore, you may wish to consider purchasing international coverage from a local insurance agent or broker before your trip, or accept the third-party liability insurance coverage provided by the agency from which you are renting the car.
How am I protected from the loss of personal property from my rental car?
The Visa Collision/Loss Damage Insurance program does not provide coverage for the loss of personal effects. This coverage is, in most cases, provided by a homeowner or tenant insurance plan and may protect you against loss or theft while you are travelling. Before you leave on a trip, especially if you are travelling outside of Canada, it is wise to review this coverage with your insurance agent or broker.
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What should I be looking for when I review the rental contract?
Take a few minutes to look at your contract and verify that you have, in fact, declined the collision/loss damage insurance offered by the rental company. Also, confirm that you have purchased, either in advance or at the car rental agency, adequate third-party liability insurance coverage, especially if you are travelling outside Canada and the United States, or do not presently own an automobile.
In addition, check the rental vehicle carefully for scratches and dents before you take possession and after you return it. Be sure to make the rental agent aware of the dents or scratches before you drive away with the car so that you will not be held responsible for them.
If the car rental agency insists I leave a deposit because I have refused to take their insurance coverage, do I have to agree?
No. However, as Visa will not reimburse the cardholder in such instances, it is best to find out before you rent a vehicle if you will be required to provide a deposit when you decline the car rental agency's collision/loss damage insurance. When choosing a car rental agency, consider selecting one that has excellent rates and allows you to decline this insurance coverage without having to make a deposit.
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What should I do if the car rental agency will not accept my refusal to take their coverage?
In the event of any disagreement with the rental agency about insurance coverage, ask that they call Visa Global Customer Assistance Service for immediate clarification. Toll free calls will be accepted from within Canada or the United States at 1-800-847-2911, and collect calls from all other countries by dialing (410) 581-9994. There will be someone to take the call 24 hours a day, seven days a week. ScotiaGold Visa cardholders must call 1-800-756-4941 from within Canada and the United States, or (416) 977-6707 collect elsewhere in the world. CIBC Visa cardholders must call 1-866-363-3338 from within Canada and the United States or (905) 403-3338 collect elsewhere in the world. RBC Visa cardholders must call RBC Assured Assistance at 1-800-533-2778 from within Canada and the United States or (905) 816-2581 collect elsewhere in the world. TD Visa cardholders must call 1-800-880-6497 from within Canada and the United States, or (416) 977-3772 collect elsewhere in the world.
What should I do in the event of a collision?
If required in the jurisdiction where the accident occurred, call the police. Within 48 hours of the accident or theft of the vehicle, you must call the Visa Global Customer Assistance Service, toll free at 1-800-847-2911 if you are in Canada or the United States, or collect at (410) 581-9994 from all other countries. ScotiaGold Visa cardholders must call 1-800-756-4941 from within Canada and the United States, or (416) 977-6707 collect elsewhere in the world. CIBC Visa cardholders must call 1-866-363-3338 from within Canada and the United States or (905) 403-3338 collect elsewhere in the world. RBC Visa cardholders must call RBC Assured Assistance at 1-800-533-2778 from within Canada and the United States or (905) 816-2581 collect elsewhere in the world. TD Visa cardholders must call 1-800-880-6497 from within Canada and the United States, or (416) 977-3772 collect elsewhere in the world.
The representative will answer your questions and send you a claim form. It is recommended that the rental agency settle the claim with the insurance administrator of Visa, therefore you must fill out the car rental agency's accident report and assign the right to the rental agency to act on your behalf. You should, however, remain available to answer queries arising from the claim process.
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What documentation will be required to process the claim?
If the rental agency agrees to settle the claim on your behalf, it must submit:
Claim form, completed and signed;
Visa sales draft showing payment in full of the rental;
Original copy of both sides of the rental agreement;
Accident or damage report;
Itemized repair bill, or copy of estimate;
Receipt for paid repairs;
Police report, if available;
Copy of the Visa sales draft or statement if any repair charges were billed to the card.
If the rental agency does not settle the claim on your behalf, you will need to complete and forward the above listed documents.
Documentation should be forwarded to:
Visa Auto Rental Collision/Loss Damage
Insurance Claims Administrator
655 Finley Avenue, Unit 1
Ajax, Ontario
L1S 3V3
ScotiaGold Visa cardholders, forward documentation to:
Scotia Assist
Re.: ScotiaGold Visa Auto Rental CLD Insurance
400 University Avenue, 15th Floor
Toronto, ON M5G 1S7
CIBC Visa cardholders should forward documentation to:
Royal and Sun Alliance Company of Canada
Re.: CIBC Visa Auto Rental Collision Loss Damage Claims Management Services
2225 Erin Mills Parkway, Suite #1000
Mississauga, ON L5K 2S9
RBC Visa cardholders should forward documentation to:
RBC General Insurance Company
Attention: Visa Claims
PO Box 6, Station A
Mississauga, ON L5A 2Y9
TD Visa cardholders should forward documentation to:
TDVisa Auto Rental Collision/Loss Damage Insurance
c/o World Travel Protection Canada Inc.
400 University Avenue 15th Floor
Toronto, ON M5G 1S7
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What should I do if a collision has caused property damage and/or injured people?
Contact your car rental agency immediately and seek advice concerning claims in that particular jurisdiction. You may be required to contact the police. You should also contact your personal insurance agent or broker immediately.
These scenarios are presented as a way to provide you with certain information before you set off on your trip. Please remember, careful planning, vigilance and common sense go a long way in having a safe journey.
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