Frequently Asked Questions
Check Alpha Car Hire Terms & Conditions
Protection and Coverage
How do I upgrade my damage protection with Alpha Car Hire?
You can easily limit your out-of-pocket costs to as low as $0 by adding one of our optional protection packages to your booking. Whether you choose to lock this in online or at the counter, these options are designed to keep your trip completely stress-free.
Upgrading your coverage ensures you won’t be caught out by a hefty bill in the event of a scrape or bump. If you are unsure which level of protection best suits your holiday, just have a chat with our friendly team and we will happily explain the different packages available.
Upgrading your coverage helps limit your financial exposure in the unfortunate event of an accident or unexpected damage to the vehicle. If you are unsure which level of protection best suits your travel plans, just have a chat with our friendly team and we will happily explain the different packages available.
What should I do if I'm involved in an accident or my rental car is damaged?
If you are involved in an accident or our vehicle sustains any damage, your first priority is ensuring everyone is safe. To make sure everything is handled correctly and your coverage is protected, please follow these crucial steps:
- Ensure everyone is safe and call emergency services on 000 if there are any injuries, theft or property damage.
- Do not admit fault or liability to any other party.
- Take clear photographs of the accident scene and any vehicle damage.
- Collect the names, phone numbers, driver’s licence numbers, vehicle registration numbers and insurance details of everyone involved.
- Notify our team within 24 hours of the incident by calling 1300 227 473.
Promptly complete an Alpha Car Hire Damage Report Form to ensure your excess liability and coverage remain fully intact.
Is there an administration fee if damage occurs to the rental car?
If our vehicle takes a bump or scrape during your trip, a flat $250 administration fee will apply on top of your applicable damage liability limit. This charge simply helps our team cover the costs of processing the necessary paperwork and investigating the claim to get everything sorted as quickly as possible.
Fortunately, you can completely avoid this extra expense by upgrading to our Zero Liability protection package when you first collect the keys. If you want to double-check exactly what is covered before hitting the road, just give our reservations team a quick ring at 1300 227 473
What is a "security deposit" or "bond" for car rental?
When you collect your keys, we place a pre-authorised hold—often called a security deposit here in Australia—on your credit card to cover any unexpected costs during your trip. This is not an actual charge but rather a temporary earmark to account for potential expenses like uncovered vehicle damage, additional cleaning fees, refuelling charges or traffic infringements.
The exact security deposit amount will vary slightly depending on the type of vehicle you are driving and the protection package you choose. Once you return the car in satisfactory condition and all our rental terms have been met, we will release the hold straight away.
Does my car rental come with Roadside Assistance?
All of our vehicles are covered by 24-hour roadside assistance for mechanical breakdowns to ensure your safety and minimise any disruption to your trip. Please keep in mind that this complimentary service does not cover non-mechanical issues like lost or locked-in keys, flat tyres or a flat battery from leaving the lights on, and any call-out costs for these situations will be charged to the hirer. If you do find yourself needing help, simply call your pick-up branch during business hours so our team can assist you.
Should you happen to run into trouble after hours, you can reach out to our dedicated service provider directly by calling 1800 648058 for immediate support.
What is the process for making an insurance claim if I have my own travel insurance or third-party car insurance?
If you have your own travel or third-party car insurance and happen to get into an accident, we will initially charge you for any damages so you can submit the final invoice to your provider for a complete reimbursement.
To keep your coverage intact, please never admit liability at the scene as this breaches our rental terms, and make sure you record the time, date, location and contact information of everyone involved.
You must then notify the police within 24 hours, report the incident to our team within 48 hours, complete a Damage Report Form and cover any required towing costs up to your liability limit.
Just keep in mind that a $250 administration fee applies on top of your damage liability unless you opted for our Zero Liability package, and we unfortunately cannot issue refunds for any unused rental days following an incident.
Are there any situations where the liability waiver or protection packages do not apply (exclusions)?
It is incredibly important to understand that specific circumstances and types of damage are excluded from all of our liability waivers and protection packages. If any of these situations occur during your trip, you will be fully responsible for the resulting repair costs. To ensure you have a complete understanding before hitting the road, always refer to the rental agreement and the full Terms & Conditions on our website. Some of the most common exclusions to keep in mind include:
- Reversing: Damage caused while the vehicle is in reverse.
- Overhead: Hitting low-hanging branches or car park ceilings.
- Undercarriage: Any impacts or scrapes to the underside of the vehicle.
- Water: Driving through or parking in floodwater, deep puddles or saltwater.
- Hail: Damage caused by hail unless a specific waiver is purchased.
- Negligence: Reckless driving or operating the vehicle under the influence of alcohol or drugs.
- Unsealed Roads: Driving on unsealed or unapproved surfaces.
- Animals: Collisions with wildlife or other animals.
- Unauthorised Drivers: Allowing someone not listed on the rental agreement to drive.
- Keys: Costs associated with lost, stolen or damaged keys.
- Fuel: Engine damage caused by using the incorrect fuel type.
