- 1
Gather your rental details
Find your rental agreement number, the date of the incident and the branch, city or airport where the rental took place. These three details let the support team pull up your rental straight away.
- 2
Pick the category that fits
Choose Billing & Refunds, Vehicle Issue, Damage Dispute, Reservation Problem, Lost Item or Other. The category decides which team receives your claim, so picking the closest match speeds up the answer.
- 3
Describe what happened
Write what happened in order: what you booked, what actually happened, and what outcome you want. Include dates, amounts and any reference numbers you were given.
- 4
Attach your evidence
Add up to five files of 10MB each — photos of the vehicle, the rental agreement, the final invoice, receipts or a card statement. Clear, dated photos settle damage disputes fastest.
- 5
Submit and watch your inbox
Send the claim and keep an eye on the email address you entered. A Hertz agent responds within 24 hours, and may ask for one extra document before resolving it.
What makes a claim get resolved faster
- Your rental agreement number, exactly as printed on the paperwork.
- Photos taken at pick-up as well as drop-off, not just at drop-off.
- The exact amount in dispute, rather than an approximate figure.
- One claim per issue, so each is tracked and answered separately.