Introduction
Properly completed Rental Agreements. Well-handled roadside emergencies. Accidents promptly and correctly reported. These everyday rental desk activities are critical to customer satisfaction and a successful RT operation. So, a thorough understanding of the policies and procedures described here in Section 1 – RT Desk Operations is a pre-requisite to successful performance at the RT desk and smooth ongoing RT operations.
Renting Procedures Checklist
The Renting Procedures Checklist provides quick reminders for key requirements in the rental process. Keep a copy of the Renting Procedures Checklist on hand at the desk; it will provide a valuable reference throughout the day.
Reservation Card
The Rental Reservation Card (Form RT 8840) is a useful way to record customer
information for potential rentals. It also helps the customer make sure everything is in place before they make the journey to the rental counter to pick up their rental vehicle.
RENTING PROCEDURESCHECK LIST
Use this “Check List” at your Counter. It’s designed to help you easily and quickly qualify your customers, complete the RA and checkout. When needed, it can also be used for Follow-Up on overdues and Accident Reporting.
FOR ALL CUSTOMERS:
• REQUEST AND EXAMINE DRIVER’S LICENSE OR INTERNATIONAL DRIVING PERMIT (IDP).
• Ask if address shown is current; verify customer physical appearance vs. photo.
• Check license expiration date (valid)?
• Does license seem altered or forged?
• Compare signatures on license and your RA.
• Check for restrictions (must wear glasses; will they affect operation of vehicle?).
• Obtain home and work addresses with telephone numbers (where customer can be reached).
• Qualify all additional drivers the same as rental customers. List all drivers by name, license number and birth date. If NONE, have customer sign across that section of the RA.
• Confirm that intended vehicle use is proper and not prohibited (RA page 2, paragraph 2).
• Obtain CDW elections with initials.
• On monthly rentals (and others if you require), check driver’s MVR (Motor Vehicle Record).
• DATE AND TIME DUE IN MUST BE ENTERED.
• Review customer responsibilities (RA page 2).
• Have customer sign RA to make it legal.
• Verify condition of rental vehicle.
FOR CREDIT CARD CUSTOMERS:
• Obtain credit card authorization on all charges.
• Check expiration date of credit card and personal ID; are they still valid?
• Establish positive ID: Are name and signature on driver’s license, credit card and personal ID the same as name and signature on your RA?
FOR SERVICE DEPARTMENT CUSTOMERS:
• Check registration of vehicle customer left in the service department (who owns it?)
• Verify its repair time estimate with your Service Manager (date and time due ready).
• Check method of payment — cash vs. credit card; cross reference the service repair order and rental agreement.
FOR ORGANIZATION OR FLEET RENTALS:
• ASK WHO WILL BE DRIVING THE VEHICLE. GET NAMES OF ALL DRIVERS AND LICENSE NUMBERS.
• Confirm vehicle, rates and billing procedures.
• WHAT INSURANCE COVERAGE DOES THE ORGANIZATION HAVE, AND WHO IS THE CARRIER?
• If possible, check all driver’s MVR.
• RENTALS MUST BE TO INDIVIDUALS, INSTEAD OF THE ORGANIZATION.
FOR OUT-OF-TOWN CUSTOMERS:
• Obtain and verify local address/phone (hotel, motel).
• Get names of 2 people your rental customer will be contacting (phone numbers if available).
• Verify employment (phone, person-to-person to its personnel office).
FOR CASH CUSTOMERS:
• Complete rental application in person (24 hours in advance when possible).
• Call personnel office to verify work phone, address, time on job and position.
• Call to verify home address (how long); phone in customer’s name (copy of bill).
• Confirm bank account, other references.
• Qualify all additional drivers the same as rental customers.
• Collect deposit plus a percentage of estimated rental charges payable at Check-Out.
• Do not rent after business hours.
• Do not accept checks (unless Manager approves).
• All rental extensions must be made in person with your rental vehicle present.
• Verify customer insurances valid and covers rental vehicle (phone carrier/agent, get name, policy number, coverages and expiration date).
• Request a Consumer Credit Report (if desired).
FOR SPECIAL GROUPS OF CUSTOMERS:
• Includes insurance replacement, small local companies, independent garages, military, student, young and old drivers, self-employed, unemployed and retired persons.
• Follow the INSURANCE STANDARDS recommendations and any special instructions from your manager.
DO NOT RENT TO ANYONE OR LET ANYONE DRIVE WHO HAS AN UNACCEPTABLE MVR:
• Insurance Standards (detail 2, Driver’s License) lists problems to avoid.
• Does not have a valid driver’s license or IDP.
• Is under minimum age of 21 (sometimes 25).
• Appears to be under the influence of alcohol or drugs.
• Does not meet ALL your qualification requirements.
• Wants lots of insurance or to pay by check.
• Is doubtful, nervous or suspicious.
• Is planning Prohibited Use (see Policies & Procedures #8).
IF AT ANY TIME, IT’S NOT OK — DON’T RENT!
Politely, but firmly refuse the rental — and offer to refer the applicant to others.
FOLLOW-UP: Check OPEN RA DUES DATES daily; notify your Manager of actions taken.
• No extension without returning with rental vehicle to your office for approval, RA entry or to leave additional cash.
• If OVERDUE, work cash rentals first, then most problematic charge rentals. Exert every effort to contact customer, review procedures, determine next steps with your Manager.
• After all means of locating customer and your vehicle have been exhausted, contact our insurance company and the police.
Refer to Policies & Procedures for definition of insurance coverages, claims handling and loss settlement procedures.
PROMPT ACTION REDUCES CLAIMS EXPENSE!
ACCIDENT OR LOSS REPORTING:
Contact: Sedgwick Claims Management Services Telephone: 1-866-739-8722
1. Did you fill out the Automobile Accident Report Guide located in the glove compartment?
2. Was a Police Report filed? (If YES, get name and location of the Police Department.)
3. Did you call our insurance company (Sedgwick)?
4. Did you get a claim number? (What is it?)
If the answer is NO to any of the above questions, call Sedgwick for assistance.
DON’T COMPROMISE YOUR CUSTOMER QUALIFICATION PROCEDURES!
USE THE INSURANCE STANDARDS, RA COMPLETION GUIDE AND LOSS REDUCTION “TIPS.”
RT 8843 8/20
DRIVER’S LICENSE NUMBER STATE EXPIRES
/ /
BIRTHDATE HOME TELEPHONE BUSINESS TELEPHONE
/ / ( ) ( )
EMPLOYER’S NAME CITY STATE
INSURANCE COMPANY NAME POLICY NUMBER EXPIRES
/ /
INSURANCE TELEPHONE COLLISION LIABILITY COMPREHENSIVE
( )
TYPE OF VEHICLE REQUESTED
LENGTH OF RENTAL
DEPOSIT REQUIRED
RESERVATION
PAYMENT □ CREDIT □ CONFIRMED
□ NOTCONFIRMED RATE
AMEX DC MC VISA OTHER
DATE / /
TIME A.M.
P.M.
RT Rental Agreement
The RT Rental Agreement (RA) is the legal document used to define the rental terms and determine liability in the case of loss, damage or an insurance claim. Without exception, all customer rentals require a valid RA to be properly completed and signed by the customer.
The next two sections describe proper completion of the Rental Agreement at Rental and Return.
Completing the Rental Agreement at Rental
This section describes the information to be recorded on the Rental Agreement before the customer takes possession of the rental vehicle.
1 5
6 7
8 9
2
3
4
15 14
13 12
10 11
Note: A properly completed Rental Agreement (RA) must be presented in order to maintain physical damage insurance coverage.
For claim settlement purposes, a “properly completed RA” is defined as the accurate completion of the fields identified below:
• Customer Information (see “Completing the Rental Agreement at Rental,” Section 1)
- Customer Name, Home Address, City, State, Zip Code - Driver’s License Number, State, Expiration Date, Birthdate
• Rental Vehicle (see “Completing the Rental Agreement at Rental,”
Section 5)
- Vehicle Identification Number (VIN)
• Rental Period (see “Completing the Rental Agreement at Rental,”
Section 7)
- Date and Time Out - Date Due In
• Rental Rates (see “Completing the Rental Agreement at Rental,”
Section 13)
- Prevailing rental rate
• Signature and Date (see “Completing the Rental Agreement at Rental,”
Section 14)
- Customer Signature, Signature Date
• Time In (see “Completing the Rental Agreement at Return,” Section 2) - Date and Time In
These fields must be completed (and accurate) in order to maintain your physical damage coverage!
Customer Information
Use this area to record ID and contact information for the primary renter.
• Record all information exactly as it appears on the primary renter’s Driver’s License (DL).
• Record all information directly from the Driver’s License. Do not let the renter read the information to you or take this information over the phone.
1
CUSTOMER NAME:
• The primary renter’s first and last name, exactly as it appears on the Driver’s License.
TO BE PAID BY (Optional):
• Include this information if someone other than the primary renter will pay for the rental fees (e.g., Sales Department paying for a test-drive, warranty work, etc.).
LICENSE NUMBER/STATE:
• License plate and state for the customer’s personal vehicle, if applicable.
HOME ADDRESS/CITY/STATE/ZIP:
• The primary renter’s home address as shown on the renter’s DL.
• Ask the renter if this address is still current. If not, enter the renter’s current address in the blank area reserved for additional information.
VERIFIED:
• Manager’s initials (if applicable).
DRIVER’S LICENSE:
• Include the full Driver’s License number, issuing state and expiration date.
• Verify that the DL is not expired and carries no driving restrictions.
BIRTH DATE:
• The renter’s date of birth (DOB) as listed on the DL.
• The renter must be at least 21 years of age unless otherwise dictated by state law.
HOME PHONE/MOBILE PHONE/EMAIL:
• The renter’s home phone and mobile phone numbers. Be sure to list the area code.
• The renter’s preferred email address for personal business communications.
Local/Other Contacts
Obtaining local contact and employment information provides alternate ways to reach the renter. In the event of a conversion, this information will be extremely important.
• Employer information is critical because if the renter is using the rental vehicle for business purposes at the time of loss, our insurance partners may have an additional subrogation or recovery source.
LOCAL CONTACT:
• A local contact name, address and phone number where the renter might also be reached.
• For out of town customers, list the hotel where the renter will be staying.
EMPLOYER’S NAME/PHONE NUMBER:
• Name of renter’s employer. List the company name and phone number and area code.
EMPLOYER’S ADDRESS/CITY/STATE/ZIP:
• Full street address of renter’s employer.
VERIFIED:
• Manager’s initials (if applicable).
REFERRED BY:
• Name of person who referred the renter to the dealership. (If applicable.) BILL TO:
• Name, phone number and address of person who will be billed for the rental (if other than the renter/driver).
VERIFIED:
• Manager’s initials (if applicable).
2
AUTHORIZED BY:
• Name of the manager or person who authorized the alternate billing source.
AMOUNT AUTHORIZED:
• Billing limit authorized by the alternate billing source.
Additional Drivers
Use this area to record ID and contact information for any additional drivers.
• Any additional driver(s) must be present during the rental transaction and provide valid ID. Verify that the DL(s) are not expired and carry no driving restrictions.
• Never use the DL information from a prior Rental Agreement. Always view the actual DL each time.
• Whenever feasible, make a photocopy of the DL and maintain this copy with your rental paperwork for this transaction.
ADDITIONAL DRIVER NAME(s):
• The authorized additional driver’s name exactly as it appears on the DL.
LICENSE NO:
• The authorized additional driver’s license information as listed on the DL presented to you for this rental transaction.
• Include the full DL number.
STATE and EXP DATE:
• Issuing state and expiration date of any additional driver’s license.
BIRTH DATE:
• The additional driver’s DOB as listed on the DL.
• Make sure that the additional driver meets the minimum age requirement for the RT program — at least 21 years of age unless otherwise dictated by state statute.
3
Notes:
If there are no additional drivers at the time of rental:
• Draw a diagonal line through this area and write the word NONE in this area.
• Have the renter sign on the diagonal line to confirm that no other individuals have been authorized to drive the rental vehicle.
If the renter wishes to add an additional driver during the rental period:
• Have the renter return to the dealership and close the original contract.
• Reinspect the rental vehicle.
• Open a new RA, listing the additional driver (who must be present) after you’ve viewed/verified his/her DL and ensured that he/she meets the minimum age requirement for the RT program.
Other Information
This area will contain any
additional wording required by your state or dealership, such as:
Telematics Release
• Have the customer initial the Telematics Release, accepting that the vehicle will be
monitored through telematics during the rental period.
Collision Damage Waiver (Optional)
• If your dealer is offering/
selling CDW, the appropriate state required verbiage will appear in this area.
Do not change or alter any pre-printed information located in this area.
You may use the blank space to record any additional information, document address changes for the renter, or add instructions to the renter about refueling, toll charges, pets in the vehicle, etc.
4
Rental Vehicle
Use this area to specify the vehicle being rented.
• Leaving this area blank or entering incorrect information will void the contract and eliminate coverage for any loss arising from this rental.
VEHICLE IDENTIFICATION NUMBER (VIN):
• The full Vehicle Identification Number of the RT vehicle being extended under this rental contract.
• If your dealership uses an internally assigned stock number or fleet number to identify vehicles, that number should be recorded in the “Other Information” section of the Rental Agreement. Failure to record the VIN in the assigned area can result in claim denial.
YEAR – VEHICLE LINE:
• Year and model of the RT vehicle being rented.
REGISTRATION NUMBER:
• All RT vehicles must be hard-plated. Enter the license plate number and issuing state in these fields.
• If the vehicle has yet to be hard-plated (still has temporary tags, awaiting hard-plate), be sure to indicate that the numbers listed are for a temporary tag by noting “TEMP.”
MODEL AND COLOR:
• Model and color of the RT vehicle being rented.
Mileage
Use this area to keep track of the starting mileage and allowable mileage.
• This information will be used when the vehicle is returned to calculate chargeable miles.
MILEAGE OUT:
• Enter the mileage reading directly from the odometer of the rental vehicle at the beginning of the rental.
5
6
MILES ALLOWED:
• If your facility limits the number of miles allowed, enter that number here and ensure that the customer is aware of the limit.
Rental Period
Use this area to record the rental period and confirm the customer is aware of when the vehicle is due back.
• This information will be used when the rental is returned to calculate chargeable rental days.
• Leaving the Date DUE IN blank creates an open-ended contract. Local law
enforcement may be unable to assist you with a converted vehicle if a Date DUE IN is not clearly documented on the contract signed by the renter.
DATE AND TIME OUT:
• The exact date and time that the vehicle was rented to the customer and left your dealership.
Enter the month/day/year and time — including an indication of a.m. or p.m.
DATE DUE IN:
• The date and time that you expect the vehicle to be returned by the renter. If you are unsure when
the rental will be concluded (e.g., the customer’s vehicle is at a body shop for repairs or at the Service Department for extensive maintenance), select an estimated but reasonable time frame — not to exceed thirty (30) calendar days from the Date OUT.
MAXIMUM PAYLOAD:
• Record the maximum payload for the vehicle.
• Advise the renter not to exceed the maximum payload.
Important: A single Rental Contract may not exceed a 30 day period. If your renter needs a longer rental period, this can be accommodated by having the renter return to your location, be re-qualified and complete/execute a new Rental Agreement prior to the due date. See “Long-term Rentals”
below.
Deposit
DEPOSIT TOWARDS DAILY RATE:
• Record any deposit to be applied to the daily rental rate.
7
8
Rental Extension
At the dealership’s discretion, the rental period can be extended up to 21 days beyond the original due date, not to exceed 30 days total.
• Provide the customer with an updated RA documenting the new rental period. This documentation will be required in case of an accident or traffic stop.
EXTEND TO DATE:
• New Date DUE IN, as agreed to with the renter when authorizing an extension of the original RA.
DEPOSIT TOWARDS DAILY RATE:
• Any additional deposit taken from the renter in consideration for the additional rental days agreed to with the extension.
DATE EXTENDED:
• Date on which the original RA was extended.
INITIAL:
• Initials of the employee conducting and authorizing the rental extension.
Important:
• The rental extension should be conducted on an existing Rental
Agreement. Any additional extension may be conducted as a separate Rental Agreement. The customer should return to your location to be re-qualified, the vehicle should be re-inspected and the renter should complete/sign a new RA.
• If you are granting additional rental days (beyond the original rental period) because the customer’s own vehicle will not be ready (e.g., extensive service being performed, parts on backorder, etc.) you may extend the original contract.
• If the renter requests additional rental days for any reason other than above, you should give careful consideration before agreeing to the extension. This extension should not exceed more than an additional 7–10 days beyond the original rental period.
• Never automatically extend a rental period simply because the renter has not returned the vehicle by the originally agreed upon Date DUE IN.
9
Fuel Level
FUEL LEVEL – OUT:
• Indicate the fuel level at time of rental.
• This will be compared to the fuel level at return to determine any additional charges.
Vehicle Condition
Use this area to note the condition of the vehicle at the time of rental.
VEHICLE DIAGRAM:
• Document any damage noted during your pre-rental inspection and review/discuss with the renter while he/she is still present at the dealership.
• If the vehicle was provided to the renter with absolutely no damage, write NONE across the vehicle diagram.
• Point out the RT Accident Report Guide located in the glove box and advise the renter that all accidents must be reported immediately.
INITIALS:
• Obtain the renter’s initials on this line after you’ve noted any existing damage on the vehicle diagram or written NONE.
Insurance Information
Use this area to record the renter’s personal insurance information.
• Whenever feasible, verify with the renter’s insurance company or Agent that coverage from the personal policy will transfer to your rental vehicle in the event of a loss.
• At rental, instruct your customers that every accident MUST BE PROMPTLY REPORTED TO YOU for proper and accurate handling with Sedgwick.
10
11
12
NAME OF INSURED:
• The Named Insured listed on the renter’s personal insurance policy.
INSURANCE COMPANY NAME:
• Name of the issuing insurance company for the renter’s personal insurance policy.
If possible, make a photocopy of the renter’s personal insurance ID card and maintain this copy with your rental paperwork for this transaction (along with the photocopy that you made of the renter’s DL).
Rental Rates
Use this area to document your rental rates and fees (e.g., mileage fees, hourly/daily/
weekly rental rates, fuel fees, applicable taxes, etc.).
• This information will be used to calculate charges when the vehicle is returned.
• This information will be used to calculate charges when the vehicle is returned.