We've now been running Adelaide Hills Touring for just on 2 years, and have had a good run in terms of damage to the cars. We have had a few minor scrapes, literally. All have been caused by genuine bad luck rather than abuse of the cars, which is great. Happily most have gone smoothly through the insurance and repair process. All have been under the $3000 excess, and so have relied on the customer's excess insurance. The process with TripCover has been reasonably smooth, although in one case there was some delay as some claim documents went missing and had to be re-sent by the customer.
We have had 2 occasions where for whatever reason the customer has refused to accept responsibility for the damage. This creates a significant problem for us, because the way TripCover excess insurance works is that it is insurance purchased by the customer, to cover their liability to us. The process is that we get the repair done, invoice the customer, and then the customer claims on their insurance. We cannot make a direct claim.
If the customer refuses to accept liability, we are stuck with the repair cost! So, unfortunately, its a case of the few making things harder for the many. From now on at the time of hiring we will require an authority to process any repairs up to $3000 on the customers credit card. We are still stopping short of clogging up your card with a security deposit. We would just rather not go there.