Accident / Claims Process Explained

When an unfortunate circumstance arises with your rental, time is of the essence to reduce the cost of solving the problem.

LA Auto Spot’s policy is to promptly repair all vehicles according to the manufacturer’s specifications.

When our vehicle gets damaged during your rental, regardless of fault you are responsible for all the damages, associated costs, and liability, up to the value of the damages and costs, and up to the maximum legal limits.

It is in your best interesting your responsibility to mitigate the losses, thus, you should follow these guidelines and procedures as soon and as safe as possible.

What to do if the rental vehicle is damaged?

  1. At the scene of the accident, you must call the police and file a police report. You must obtain the police report number, the badge number of the officer, the name of the reporting agency, and the contact information for them. Please make sure you collect (photograph) all other parties involved information: driver’s license, registration card, insurance policy information / insurance card. Make sure you have contact information for all drivers involved (phone number and email address). Also, take all relevant photos of other vehicles involved and our vehicle. Not retrieving this information or not reporting it to the police, might impact or void your coverage.
  2. You must file an Incident Report Form for each incident and turn it in to the rental location at the time of return of the vehicle. Not filling out or surrendering this Incident Report Form might impact or void your coverage.
  3. Within 24 hours of the incident, or upon return of the vehicle to our location (whichever happens first), you must file a claim with your insurance carrier, regardless of fault. Until you file a claim and you provide us with your claim number, you will be held responsible for all the damages and costs associated with the incident, including any possible towing and storage charges, loss of use, diminished value, and the actual cost of repair or replacement of the vehicle.

Download the Incident Report Form.

Frequently Asked Questions

How long does it take to solve a damage claim?

If the damage to your vehicle doesn’t exceed $1,000.00, the claim will be settled in-house, which means you will be charged on your invoice for the amount of the damage. You will have to work with your insurance carrier to get reimbursed for any costs associated with your incident.

If the damage is above the $1,000.00 threshold, and for claims involving third parties, resolution times vary usually between 1 and 6 months, depending on the complexity of your case and the parties involved. While these are usual resolution times, please note that the actual time for your claim to be resolved could be higher.

When will the excess / deductible be charged?

A deductible or excess amount will be determined at the time of rental, based on the carrier or protection covering your rental. These amounts usually range between $250.00 and $1,000.00 and might be different from the deposit you paid.

As soon as LA Auto Spot is made aware of the damage you will be charged this deductible. Your deposit might be used towards the determined deductible. If unreported damage is found after you return the vehicle, we might charge you the deductible even weeks after you return the car, but usually within 45 days.

Who will handle my claim?

Depending on the extent of the damage and the coverage you have, LA Auto Spot could either work on your claim directly or assign a Third Party Claims Administrator (TPA) to work with you and your carrier / any third party involved in resolving your claim. LA Auto Spot will inform you if your claim is assigned to a TPA, which TPA is would be assigned to, and who to contact.

What happens if my incident was a hit and run or a third party was at fault?

Your rental agreement established that you are responsible for any damage to our rental vehicle regardless of fault. You and/or your carrier will be billed for the damages and associated costs of the incident or the applicable deductible. LA Auto Spot and/or its Third Party Claims Administrator (TPA) will attempt to communicate with the third party. If LA Auto Spot can recover any costs from the third party of fault, a refund will be issued to your account.

  • If you were involved in a hit and run, make sure you file a police report and follow all the guidelines set in this page, including filing a claim with your insurance carrier and submitting to us an Incident Report Form. Your insurance carrier or protection plan might cover you in the event of a hit-and-run.
  • In case of a third party being at fault, you will need a police report. Fault determined by a law enforcement authority is your best protection while your claim is being processed.
  • In case of vandalism, you must file a police report and an Incident Report Form. Please note that the law might have special provisions in case of damage due to vandalism.

What happens if I don't have enough money on my card to cover the deductible or damage?

Until the deductible or the cost of repair and any additional costs and fees are fully paid, you will be fully liable for all of them. LA Auto Spot, a Third Party Claims Administrator, a Debt Collector, or an Attorney could be assigned to your case depending on the status of your claim and your cooperation.

Would I be responsible for other fees in addition to the vehicle damage?

You might be liable to any or all of the following, depending on your case:

  • Non Waivable Excess / Excess, and/or Deductible.
  • Damage Claim Administrative Fee.
  • Towing.
  • Storage.
  • Vehicle Recovery.
  • Police Hold Release.
  • Tickets, citations, violations.
  • Loss of Use.
  • Diminished Value.
  • Collection costs.

The above list might not be inclusive of all possible fees. Please verify with your insurance carrier if they cover any of the above. You will be liable for any fees and costs not covered by your insurance carrier.

Can I take the car to my repair shop or can I determine where to fix it?

No. LA Auto Spot has the responsibility and obligation to provide a safe vehicle. We have the legal right to determine the shop that would repair our vehicle. We will always have the vehicles repaired to manufacturer standards, and we can only verify that this is the case if we control the whole repair process.

If you repair the vehicle before bringing it back you will still be held responsible for a repair by LA Auto Spot’s shop.

Why is the repair so expensive? Are you profiting from repairs?

LA Auto Spot Does not profit from repairs. By law, we are not allowed to profit or upmark any repair. We will charge you for any damages no more than the amount required to repair the vehicle to manufacturer specifications and bring it back to its pre-incident condition.


For your protection Arizona law requires the following statement to appear on this form: Any person who knowingly presents a false or fraudulent claim for payment of a loss is subject to criminal and civil penalties.


For your protection, California law requires the following to appear on this form: Any person who knowingly presents a false or fraudulent claim for the payment of a loss is guilty of a crime and may be subject to fines and confinement in state prison.


For your protection, Hawaii law requires you to be informed that presenting a fraudulent claim for payment of a loss or benefit is a crime punishable by fines or imprisonment, or both.


Any person who knowingly presents a false or fraudulent claim for the payment of a loss is guilty of a crime and may be subject to fines and confinement in state prison.