Please find outlined below some frequently asked questions. If you have any other questions or concerns then please don’t hesitate to contact us.

The Mandate & Authority to Act (Mandate) and Rental Agreement set out all your responsibilities and the co-operation we may require from you and enables us to act on your behalf to recover the charges of the replacement vehicle off the at fault persons insurance company. You will receive these once we have lodged your application. You must read them carefully and speak to us about anything that you would like clarified before you sign them.

By speaking with us on the phone or applying online you agree for us to share your information with the other party and this includes the insurance companies with whom they are insured to ensure no claims are fraudulent. All our calls are recorded so that we can rely on them in future if required. If you do not wish us to do this then please advise immediately.

Please note you must be a minimum of 18 (21 on some vehicles, 25 on all prestige vehicles) years of age to rent a vehicle from us. If younger than this is there someone else who can rent it? Some of our prestige vehicles carry a minimum age requirement of 30. Please ask your representative for more information.

If you meet the age criteria then as long as you hold a valid drivers licence (in English) then you can drive our vehicles PROVIDING you have signed the rental agreement. If an additional driver wishes to drive the vehicle then they must contact our branch to arrange for this paperwork to be signed. If the additional driver doesn’t sign this then they are not insured.

If your vehicle is a total loss you must inform us immediately upon receiving an offer from the insurance company or your cheque. Failure to do so may deem you liable for any days we are unable to claim.

Generally you can have the rental vehicle for the length of time the estimate says it will take for the vehicle to be repaired. If the repairs go over this time then we are only able to extend this time if your repairer provides us reasons as to why it has taken longer. We may need your help in getting this information.

We try and place you back in a vehicle similar to the one you have come out of. This depends on certain circumstances including availability of our vehicles and the age of your vehicle. When providing prestige vehicles we take into account the age of your vehicle and the need for a prestige vehicle, as the other parties insurer may request this information.

We will be happy to offer you a competitively priced rental vehicle for any additional days your vehicle is off the road not as a result of the accident.

If you are not happy with the rental vehicle being provided, you do have the right to look at other companies as well. However, they may charge you up front for the rental and may take a bond as security. It may also not be a suitable vehicle for your requirements.

If your vehicle is registered for business then we will have to charge you the GST portion of the hire at the end. You can then recoup this on your BAS statement. Please provide your ABN in the space on the Mandate & Authority to Act.

At all times we attempt to confirm liability with the other party, or their insurer. However, given that disputes do sometimes occur we do rely heavily on your version of the accident. If you have witnesses that is even better. If at a later stage we find that you did not tell us the whole story or misled us then we are entitled to charge you under the terms of the Mandate & Authority to Act (which you should read carefully before signing). Please note if you are found to have a fraudulent claim and we become aware of this then we will charge you immediately for the claim.

In most cases insurance companies co-operate with us and we will have no problem with the payment of your rental bill. However, certain insurance companies want to make life as difficult as possible for us in the hope that it will deter you from using us.

Accordingly, to allow us to recover your costs, you must co-operate with Compass if asked to do so as set out in the Mandate. On some occasions, this may include us issuing legal proceedings in your name against the at-fault party and you needing to provide evidence in support of your need for a hire car and how long you had it for. If an insurance company does start talking to you about what we may and may not do then please do contact us or speak to the company that referred you so that we can (allay any concerns you may have).

We will send you an email advising you that the other side has paid the hire and that no liabilities are outstanding. This could take anything from 2 weeks after the end of your hire to 2 years. At any stage if you have not heard from us and would like an update please feel free to get in touch with us.

We have a thorough complaints procedure and we ask that if you have a complaint put it in writing within 24 hours to customerservice@compassclaims.com.au. One of our customer service team will respond within 5 working days.

Occasionally insurance companies, or the other party will make you sign a release for the cost of your repairs. Under no circumstances are you to do this. Please liaise with Compass immediately.

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