Unfortunately, cars can come back with some damage and as partners, we are here to support you and that is why we spent a lot of time getting the best car sharing insurance with AXA UK. So we have tried to make the whole claims process as hassle free as possible.

Before we show you how to make a claim, it is extremely important to remember that before you hand over the keys, make sure that the member has completed the pick up process in their app, taking photos of the cars condition and the fuel and mileage. Likewise, when you get the car back, the drop off process needs to be completed otherwise claims may not be approved.

To submit a claim: 

💻Go to My Bookings in your account and click the 'Need to make a claim?' link (web only)

📝Fill out the claims form with as much information as possible

💬Our claims team will review your submission and will confirm if we approve the claim within 5 working days (usually a lot sooner) 

⚡️Once approved, the claims team will look to resolve the situation as quickly as possible so your car can be back on the road and hired out


⚠️Hiyacar does not insure for normal wear and tear so please read our Wear and Tear policy before making a claim so you can see what is and is not covered.

Please note any new claim must be submitted within 24 hours of the booking end date.

⚠️Members will be charged the excess for damage claims submitted.

If any damage occurs during a hiya where responsibility cannot be determined (a tyre puncture for example), then our Triangle of Trust will be adopted. This is where the owner, driver and hiyacar pay 33.33% each up-to the maximum of £500 in total to cover the damage costs, anything above this amount will be reviewed on a case by case basis.

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