Damage Process

Step-by-step guide to reporting and resolving vehicle damage. We make it fair and transparent for everyone.

Prevention Tip

Always complete the pre-trip inspection checklist and take photos before driving. This protects you from being held responsible for pre-existing damage.

How to Report Vehicle Damage

Document Everything

Take clear photos and videos of all damage immediately. The more evidence you provide, the smoother the process will be.

Multiple angles of each damaged area
Wide shots showing full vehicle context
Close-ups of scratches, dents, or marks
Photos of any other vehicles involved

Report the Incident

Contact ItWhip support immediately. Early reporting helps ensure a fair resolution and faster processing.

Call (602) 609-2577 for emergencies
File a report through your dashboard
Include all relevant details and timeline
Note any witnesses or other parties

Claim Submission

Submit your formal claim through the dashboard with all documentation. Our team reviews each case thoroughly.

Complete the online claim form
Upload all photos and documentation
Include police report if applicable
Provide insurance information

Resolution

Our team assesses the damage and determines fair resolution based on your coverage level and circumstances.

Review typically within 2-3 business days
Email updates at each stage
Fair assessment based on documentation
Appeals process available if needed

Protection Plan Coverage

Basic Coverage

$2,500

Max out-of-pocket

Included with every rental. Covers major incidents with a higher deductible.

Standard Protection

$1,000

Max out-of-pocket

Reduced deductible for moderate out-of-pocket cost. Recommended for most renters.

Premium Protection

$250

Max out-of-pocket

Maximum coverage with minimal out-of-pocket. Ideal for luxury vehicles and peace of mind.

Damage FAQs

What if the damage was there before my trip?

If you documented pre-existing damage during your pre-trip inspection, you won't be held responsible. Always complete the photo checklist before driving.

How long does the claims process take?

Most claims are reviewed within 2-3 business days. Complex cases involving insurance companies may take 1-2 weeks.

Will my security deposit cover damage?

Your security deposit may be used to cover damage costs up to the deposit amount. Any excess is billed separately based on your coverage level.

What if I disagree with the damage assessment?

You can appeal any damage assessment within 7 days. Provide additional photos, documentation, or evidence to support your case.

Do I need to file a police report?

A police report is required for accidents involving other vehicles, theft, or vandalism. For minor damage, it's optional but recommended.

Can I use my personal auto insurance?

Yes! If you have personal auto insurance that covers rental vehicles, you can use it as primary coverage. This may reduce your out-of-pocket costs.

What counts as normal wear and tear?

Minor scratches under 2 inches, small rock chips, and normal tire wear are considered wear and tear. Dents, large scratches, and interior damage are not.

How are damage costs calculated?

Costs are based on professional repair estimates from certified shops. ItWhip does not mark up repair costs. You only pay for actual repair expenses minus your coverage.

In an Accident or Emergency?

Call 911 first if anyone is injured. Then contact ItWhip support immediately for assistance.

Call 24/7 Support