Frequently Asked Questions
Check Alpha Car Hire Terms & Conditions
Protection and Coverage
How can I reduce my excess liability when renting a car with Alpha Car Hire?
You can significantly reduce your excess liability, potentially to as low as $0 (Zero Liability), by selecting one of Alpha Car Hire’s optional protection packages at the time of booking or vehicle collection. These packages are designed to give you peace of mind and limit your financial exposure in the event of an accident or damage to the rental vehicle. Our team can explain the different options available to help you choose the best coverage for your needs.
What should I do if I'm involved in an accident or my rental car is damaged?
In the unfortunate event of an accident involving your Alpha Car Hire vehicle, or if the car sustains any damage, please follow these crucial steps:
Ensure Safety: First and foremost, ensure the safety of all parties involved. If necessary, call emergency services (000 in Australia).
Do Not Admit Liability: Do not admit fault or liability to any other party.
Record Details: Obtain full details from all parties involved, including names, addresses, phone numbers, driver’s licence numbers, vehicle registration numbers, and insurance company details. If there are witnesses, collect their contact information.
Photograph the Scene: Take clear photographs of the accident scene, vehicle damage (all vehicles involved), and any relevant surroundings.
Notify Police: If another vehicle is involved, or if there are injuries, theft, or property damage, you must notify the police. Obtain a police report number if possible.
Notify Alpha Car Hire: You must notify Alpha Car Hire within 24 hours of the incident. Call our customer service line on 1300 227 473.
Complete Damage Report Form: You will be required to complete an Alpha Car Hire Damage Report Form promptly.
Failure to follow these steps may impact your excess liability and coverage.
Is there an administration fee if damage occurs to the rental car?
Yes, in addition to the applicable damage liability fee (excess), an administration fee will apply to cover the costs associated with processing the accident or damage claim. This fee helps us manage the necessary paperwork and investigations. This administration fee will apply unless you have opted for and qualified for Zero Liability coverage as part of your protection package.
What is a "security deposit" or "bond" for car rental?
A security deposit (often referred to as a “bond” in Australia) is a pre-authorised amount held on your credit card at the time of vehicle collection. This deposit is not an actual charge but a temporary hold against potential costs such as:
Damage to the vehicle not covered by your chosen protection.
Additional cleaning fees.
Refuelling charges if the car is not returned full.
Traffic infringements or tolls. The deposit amount varies depending on the vehicle type and your chosen protection package. It is released once the vehicle is returned in satisfactory condition and all rental terms have been met.
Does my car rental come with Roadside Assistance?
Yes, all Alpha Car Hire vehicles are covered by 24-hour roadside assistance for mechanical breakdowns. This service is provided to ensure your safety and minimise disruption in case of unexpected vehicle issues. However, please note that this service does not cover non-mechanical issues such as:
Lost or locked-in keys.
Flat tyres (unless due to a mechanical fault).
Flat battery due to lights being left on. Costs incurred for roadside assistance due to non-mechanical issues will be charged to the hirer.
What is the process for making an insurance claim if I have my own travel insurance or third-party car insurance?
Insurance Claim Process:
If you cause damage and have purchased insurance, Alpha will initially charge you for the damages. You can then submit the invoice to your insurance provider for reimbursement.
In Case of an Accident:
- Record key details (time, date, location, and information of other parties involved).
- Do not admit liability.
- Notify the police within 24 hours.
- Report the accident to Alpha within 48 hours.
- Complete and sign the Damage Report Form.
- Cover towing costs up to your liability waiver, or the full cost if applicable.
Notes:
- Admitting liability breaches the rental terms.
- No refunds are issued for unused rental days following an accident.
- An administration fee of $250 applies in addition to the damage liability fee. However, if you have opted for Zero Liability, the administration fee will not apply. For more information, view the Terms & Conditions.
Are there any situations where the liability waiver or protection packages do not apply (exclusions)?
Yes, it’s very important to understand that there are specific circumstances and types of damage that are excluded from all liability waivers and protection packages, meaning you will be fully responsible for the costs. Common exclusions include (but are not limited to):
Reversing Damage: Damage caused while the vehicle is being reversed.
Overhead Damage: Damage to the roof or overhead parts of the vehicle (e.g., hitting low-hanging branches, car park ceilings).
Undercarriage Damage: Damage to the underside of the vehicle.
Water Damage: Damage caused by driving through or parking in water (e.g., floods, saltwater).
Hail Damage: Damage caused by hail (unless a specific hail damage waiver is purchased, if available).
Negligence or Abuse: Damage resulting from reckless driving, misuse, or abuse of the vehicle. This includes driving under the influence of alcohol or drugs.
Driving on Unsealed Roads: Damage incurred from driving on unsealed or unapproved roads.
Damage by Animals: Damage caused by animals (e.g., hitting wildlife).
Unauthorised Drivers: Damage incurred while the vehicle is being driven by an unauthorised driver (anyone not listed on the rental agreement).
Lost or Damaged Keys: Costs associated with lost, stolen, or damaged keys.
Contamination of Fuel: Damage caused by using the wrong type of fuel.
Always refer to your rental agreement and the full Terms & Conditions for a comprehensive list of exclusions.
