Frequently Asked Questions
What happens if I collect a vehicle after hours, or bypass the counter and go straight to my vehicle?
Please inspect the vehicle on collection. You can take photos that represent the current condition of the vehicle (ensure they are time and date stamped).
If you collect your vehicle after hours, you will be able to access the latest photos of your rental vehicle by scanning the QR code located on the front right corner of the vehicle’s windscreen. You can also take photos of the vehicle and upload them to PhotoProofed™. Please ensure any images you capture are date and time stamped.
If you bypass the counter and go straight to your vehicle, you can view the photos by scanning the QR code located on the front right corner of the vehicle’s windscreen. This is also your opportunity to upload your own photos if you think something has been missed. Please ensure any images you capture are date and time stamped.
What happens if I need to check the photos?
We store all of the photos for you in PhotoProofed™, so there is always a record on file. Simply scan the QR code located on the front right corner of the vehicle’s windscreen to view the images.
If you would like a copy of the photos, please contact the rental location and they can email you a copy.
What happens if I do not have access to the internet to view the photos on vehicle collection?
You can take photos that represent the current condition of the vehicle, but please ensure they are date and time stamped. You can upload them later, when you have internet access. If you would like someone to look over the car with you on collection, please refer to a customer service representative.
What happens if damage does occur while I have the rental vehicle?
If your car gets damaged during your rental, first and foremost, you should ensure your own personal safety. If you require emergency assistance, contact the relevant Emergency Service directly.
If damage has occurred during your hire, assuming it is reasonably safe to do so, please do not drive the vehicle and contact the location directly for assistance. The location will arrange for collection of the vehicle if required and instruct you on the next steps.
Please ensure you collect all information on where and how the incident has occurred and we recommend you take photos to document the incident. Please see our Excess Reduction Cover FAQ for further information.
When you return to the rental location you will be required to complete the incident report form detailing the incident. You may be charged for the damage depending on the Coverage Option that you have purchased. The Customer Service representative will be able to guide you on the process and next steps.
What is the process for uploading my own photos?
You will have the opportunity to review the latest photos of your rental vehicle on a PhotoProofed™ device with our agent, or you can scan the QR code located on the front right corner of the vehicle’s windscreen to access the images yourself. During this process you can either agree to accept the photos we have taken or upload your own to accurately reflect the vehicle you received. Please ensure any images you capture are date and time stamped.
You are not required to upload your own photos, however if you feel the images we have provided do not represent the current condition of the vehicle you can upload your own images. You can take as many images as you like to ensure you are comfortable that the vehicle condition has been captured.
Any photos should be taken before leaving the vehicle collection area. If this opportunity is not available or the vehicle is collected in poor lighting or bad weather, then the pictures need to be taken within an hour of pick-up.
If the photo is taken on your own device, the image can be uploaded to PhotoProofed™ at any time up until the return of the vehicle. All images must be time and date stamped within the above time frames (i.e. from check out to return). If you’re unable to upload photos, please retain any images on your own device so you can present these if needed.
Please review our acceptable Fair Wear and Tear policy to assist with what is defined as damage.
- Stone Chips less than 25mm without denting
- Scratches less than 25mm that have not penetrated the paint
- Dents less than 25mm diameter and 2mm deep without paint cracking or flaking
- Wheel scuffs without cracking or gouging
- Minor Scuffs that can be polished out
- Scuff/scrape marks under lower bumper
Can I access the photos at a later date if I am contacted by Apex about damage?
Yes, you can ask the branch to send you the photos and we will email them to you.
Who do I contact if I want to follow up on a reported incident?
Please allow a minimum of four (4) weeks after you have submitted your incident report form to Apex, so we can ensure we have gathered all relevant information, before contacting our claims team.
Email: claims@apexrentals.com.au
If the claims team requires further information, they may contact you earlier. If you have an excess on your contract, the claims team will automatically send any supporting documents once the repairs are completed and the claim is ready to close.