The cardholder may choose to handle the claim, though Visa encourages the car rental agency to deal directly with the insurance administrator of Visa to settle the claim.
The cardholder has 48 hours to call the Visa Global Customer Assistance Service to advise them of the incident. A representative will answer questions and send a claim form to the cardholder. He or she may also phone the affiliated financial institution. See phone numbers. When returning the car, the cardholder should fill out your rental agency accident report. The claim must be submitted, along with as much documentation as is available, within 45 days of the accident. All documentation must be submitted no later than 90 days from the date of loss, damage to, or theft of the vehicle.
Regardless of which party is settling the claim, the cardholder or the rental car agency, the responsibility for the loss/damage to the agency remains with the cardholder. In the absence of a claim submitted by the cardholder, the rental agency may submit a claim.
The cardholder has 48 hours to call the Visa Global Customer Assistance Service to advise them of the incident. If he or she has not yet done so, your agency should do it no later than 48 hours after discovering the loss or damage. You may also phone the affiliated financial institution. See phone numbers.
The Visa cardholder must fill out your rental agency accident report and assign you the right to make the claim on his or her behalf. This can be done on your claim form or other authorized forms. Even though you are settling the claim, the cardholder must be available to answer inquiries arising from the claim process.
The rental agency must fax the required documents to 1-800-354-7017. Outside of Canada and the U.S., the fax number is (303) 467-8678 (collect). For ScotiaGold Visa cards, the required documentation must be faxed to (416) 205-4673. Original documentation may be necessary in some cases.
Call the Visa Global Customer Assistance Service immediately. You have 48 hours to report the loss/damage. You must submit a completed, but potentially unsigned, accident report when you submit the required documentation. You may also phone the affiliated financial institution. See phone numbers.
The Visa Collision/Loss Damage Insurance program is designed to make the claims process as fast and easy as possible. However, merchants can always call Visa Global Customer Assistance Service, as well as any affiliated financial institution. See phone numbers.
Under normal circumstances, the claim will be paid within 15 days after the claims administrator has received all the necessary documentation.
Every effort will be made to settle the claim. If it cannot be assessed on the basis of information provided, the claim file will be closed. Please refer to the Certificate of Insurance for complete details regarding the claims procedure.
Representatives are available to assist you 24-7.