Hertz New Zealand Vehicle Accident Report

It is Hertz policy to promptly repair all vehicles subject to manufacturer's satisfaction.

When Accident Damage Excess (ADE) is accepted it will be charged to your rental agreement regardless of fault.  The person whose name appears on the Rental Agreement will be held financially responsible for damage to the rental vehicle.

Please refer to the specific terms and conditions provided to you at the time of the rental to determine your specific level of damage responsibility.

You and any authorised driver must co-operate fully with the Hertz Claims Management (HCM) investigation of any incident and defence of any claim involving the rental vehicle. Such co-operation includes completion of a Vehicle Accident Report (found below the Frequently Asked Questions).

A Vehicle Accident Report must be completed within the rental period and emailed to HCM nz_assessments@hertz.com. Please indicate any person’s injuries or fatalities.

Frequently Asked Questions

How long is the process?

Each claim is unique and resolution time frame for each claim varies.  Please email nz_assessments@hertz.com after 14 days.

Why are you charging me for the full excess when it is small/minor damage and, will I receive a refund?

Until the vehicle has been assessed we cannot confirm what the final damage costs are.

When does the excess get charged?

For reported damage, you will be charged at the counter. For unreported damage it is within 28 days of returning the vehicle.

If I damage the vehicle twice or more, do I only get charged once?

No, you will be charged the Accident Damage Excess (ADE) per incident.

Is undercarriage damage a breach of Terms and Conditions?

Please refer to the Terms and Conditions for exceptions to the excess and potential breaches.

Third Party Incident: I am not at fault, what will happen next?

The Claims Department will communicate with the Third Party and if Hertz can recover the costs of all damages from the at fault party, a refund will be processed.

I don’t have enough money on my card for the damages, what happens next?

Until full excess is paid you will be liable for all damage costs including third party damages and all costs associated with claim. Please contact us to discuss payment of excess.

What is the Claims Department follow up-process?

The Claims Department will gather all required information (vehicle incident report, police report, third party documents etc.) and will resolve the matter as soon as possible.  Once resolved the Claims Department will be in communication with you.

Are there any additional fees other than the Accident Damage Excess (ADE) that will be charged if I damage the rental vehicle?

Yes, a Claims Administration Fee of $75 + GST may be applied for processing damage claims.  This fee applies to all damage claims regardless of whether the Hirer elects to use Hertz’ insurance or has their own insurance arrangements except where the renter has taken Accident Excess Reduction.  This fee may be refunded or waived at the sole discretion of Hertz and is referred to in the Hertz Rental Agreement Terms and Conditions. 

For all enquiries about your claim, please contact Hertz Claims Management on nz_assessments@hertz.com.

Please note this form is for incidents occurring in New Zealand only.