Other Car Rental Programs/Partners (ie. Alamo, Enterprise, Sixt) - Wow... Mastercard (MasterRental LDW) reps are ignorant...

So I'm picking my rental up today at Enterprise and wanted to utilize my MasterRental Insurance coverage. However, the location had none of my class car in stock so they offered to upgrade me to a Infiniti G37 Sedan. So I say, sure! Enterprise rep overheard me say something about Credit Card LDW, mentions that Credit Card LDW was a pain in the butt for a previous claim he had with a customer; took 6 months before it finally wrapped up and customer had to eat it until the Credit Company reimbursed him. Yikes!
But I still wanted go with it because it's free. I thought to give a call to Citi on the spot and ask 'em about stipulations about Luxury cars since I didn't have my program paperwork in front of me and could no recollect.

1st CSR was clueless, but to be expected because he doesn't handle that dept. He stated, 'I need to call MasterRental each time I rent an automobile to *activate* coverage'. LOL, I said in my mind, but asked for the number to claims.

I call claims, ask a lady if a Infiniti G37 would be covered. She put me on hold for a duration of time, came back and said, 'what did you say it was sir? A... Mazda something...'. 'No', I say. 'It's a 2008-09 IN-FIN-ITI G37'. So she says, 'I don't see that one here'. I tell her that the car's suggested retail is sub 35k and it may be considered a luxury car. She flat out tells me that luxury isn't covered, AT ALL. I say it's under 50k... shouldn't it be covered? 'No', she says, not if it's a luxury.

So ultimately, I take the dealers LDW of $17 because it's still a heck of a rental deal, as dealing with a CSR this ignorant when it matters most isn't worth the headache, time, hassle, etc.

I get home and I take another look at the Summary of Additional Program Information because I knew she was off her rocker. SURPRISE... No mention of 'luxury cars' but of cars that cost more than 50k... called again, new lady concurred with old lady. WHHHAAT? No luxuries period. I say, 'there's no mention of that in the program information details'. She then tells me I can't rent trucks, 9 passenger vans, etc. (as if I asked about these obvious examples of excluded items). I told here, 'I'm asking about a luxury card -- Infiniti G37 -- you do realize that there are plenty of luxuries (import and domestic) under 50k right? She finally conceded but not before the same indignant remarks as the last rep, who consequently transferred me back to the teleprompt as though she was transferring me to claims (who I later found out was closed today). Sheeeeesh!


What is it with these people?! They're f--kin' insanely confused. Ultimately, I'm glad I went with the Enterprise LDW... but what a let down phone call that was (twice)!

Sorry to hear about that. I have LDW on my Canadian Mastercard and the limit is $65,000 CAD, so I'm generally good to go. I know the big one it doesn't cover is pick-up trucks or vans over a 3/4 ton rating. So it does cover the average panel van.

I had a similar experience at U-Haul. I was booked into a cargo van, and I declined their $15 "Safemove" coverage as my Mastercard covers it. As I was walking out the door, the manager noticed I had the yellow form (not the green one which means I took coverage).

He says "Wait, you're not taking the insurance?!?"
"No, my Mastercard covers cargo vans, I double checked"
He then turns to the rep "YOU NEED TO AUTHORIZE HIS CREDIT CARD FOR FIVE HUNDRED DOLLARS!!!"

Nowhere on their website or anywhere does it say they take a larger auth if you decline insurance. I ultimate paid the $15 to take it since I didn't want to have a huge hold lock onto my card for who knows how long. As I left he's like "It's a good idea, now you know you're completely covered!"

Had there not been a $150 deductible I would've gone and hit something. :D

Had there not been a $150 deductible I would've gone and hit something. :D
LOL! Good story... thanks for relating. I suppose I wasn't aggravated so much by the increase in cost, as it should still be a pretty good deal ~$45 after taxes, which is $6 cheaper than competitors' standard vehicles, with discount code.

But I was shocked at the level of incompetence at MasterCard. I realize today is not a work day, but these people sounded like absolute lunatics! The 1st one kept ranting on an on about, 'Is it a luxury??? Is it a luxury???'. So ambiguous... I tell her, 'Certainly you know whether you'll cover my rental w/o me telling you what car class the car is right... IN-FIN-ITI G37... say it with me, lol. Does-not-compute... she conceded that she wasn't claims, and therefore was wasting my time, transferred back to main line.. LMAO.... and then the 2nd call was the real kicker when that rep agreed with the 1st and I thought, what are the odds, two dummies one after another, that portend that luxury automatically means more than 50k. Hmmm... perhaps I have a car to sell 'em.

Enterprise was actually cool about the whole thing. Live and learn I guess. I drove the hell out of that G37 tonight... nice ride.

I love to try out the G37, I've heard good things.

It's funny, I had a claim on a National car and they were very helpful. They went though all the information with me and sent me the forms right away. I never ended up filing since National didn't persue it (it was a minor bumper scratch and ding on a Fusion with 35,000 km on it, they probably just sold it).

I find written documentation is always the best way to go. I rarely try to seek answers by phoning anyone anymore. I swear call centres and car rental agencies will take anyone and everyone, give them a script to read, and fire them onto the front line. Car rental firms aren't all bad, I find it's mainly large busy airports that all the culprit. I've gotten to know the main staff at my local National and they treat me well.

I thought to post the policy that made by Master Card's World MC Cardholder. I want to get rid of Italy's ridiculous CDW rate of 26 dollars per day. Do you know which country's law in Europe that probhits Mastercard's rental insurance coverage? I got this copy via email from Rep of MasterRental.
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MASTERRENTAL INSURANCE

World MasterCard® cardholders can benefit from the security and safety offered through MasterRental Insurance. If you rent a vehicle for thirty-one (31) consecutive days or less with your World MasterCard card, you may be eligible for benefits under this coverage. MasterRental is an insurance program.

Key terms:

You or yours means World MasterCard cardholder.

To get coverage:

 Initiate and pay for the entire rental agreement/contract (tax, gasoline, and airport fees are not considered rental charges) with your World MasterCard card. If a rental company Promotion (discount) of any kind is initially applied toward payment of the rental vehicle, at least one (1) day of rental must be billed to your World MasterCard card.

 You must decline the Collision/Damage Waiver offered by the vehicle rental company.

 You must rent the vehicle in your own name and sign the vehicle rental agreement/contract.

 Your rental agreement/contract must be for a rental period of thirty-one (31) consecutive days or less. Rental periods that exceed, or are intended to exceed, thirty-one (31) consecutive days are not covered.

 You must rent a vehicle (including minivans and sport utility vehicles that are designed to accommodate nine (9) passengers or less) that is intended for bound surfaces, such as concrete or tarmac. Rented vehicles must have a manufacturer’s suggested retail price of $50,000 or less.

The kind of coverage you receive:

MasterRental will pay for covered damages on a secondary basis for which you are, or any other authorized driver is, legally responsible to the rental agency.

Covered damages include:

Physical damage to and theft of the vehicle, not to exceed the limits outlined below.

Reasonable loss-of-use charges imposed by the vehicle rental company for the period of time the rental vehicle is out of service. “Loss of use” charges must be substantiated by a location and class specific fleet utilization log.

Reasonable towing charges to the nearest factory-authorized collision repair facility.

If you have, or an authorized driver’s primary automobile insurance or other indemnity has, made payments for a covered loss, MasterRental will cover your deductible and any other eligible amounts not covered by other insurance.

Coverage is secondary to any other applicable insurance or coverage available to you. Coverage is limited to only those amounts not covered by any other insurance or coverage benefit.
Note: In certain parts of the United States and Canada, losses to rental vehicles that are covered by your personal vehicle insurance policy liability section may not be subject to a deductible, which means that you may not receive any benefits from this program. Please contact your insurance
provider for full coverage details pertaining to your personal vehicle insurance policy.

If you have no other insurance or your insurance does not cover you in territories or countries outside the United States, MasterRental is considered the primary coverage.

This coverage is not all-inclusive, which means it does not cover such things as personal injury, personal liability, or personal property. It does not cover you for any damages to other vehicles or property. It does not cover you for any injury to any party.

Who is covered:

The World MasterCard cardholder and those designated in the vehicle rental agreement/contract as authorized drivers.

Excluded rental vehicles:

All trucks, pickups, full-size vans mounted on truck chassis, campers, off-road vehicles, and other recreational vehicles.
Trailers, motorbikes, motorcycles, and any other vehicle having fewer than four (4) wheels.

Antique vehicles (vehicles that are more than 20 years old or have not been manufactured for at least 10 years) or limousines.

All sport utility trucks. These are vehicles that have been or can be converted to an open, flat-bed truck (including, but not limited to, the Chevy Avalanche, GMC Envoy, and Cadillac Escalade EXT).

Any rental vehicle that has a manufacturer’s suggested retail price that exceeds $50,000.

Where you are covered:

In general, coverage applies worldwide, but there are exceptions:

Coverage is not available where prohibited by law.

Coverage limitations:

MasterRental will pay the lesser of the actual repair amount, current market value (minus salvage), or $50,000 per incident for which the World MasterCard cardholder or any other authorized driver is legally responsible to the rental agency.

MasterRental will not pay for or duplicate the Collision/Damage Waiver coverage offered by the rental agency.

What is NOT covered:

Any personal item stolen from the interior or exterior of a rental vehicle.
A vehicle not rented by the World MasterCard cardholder or authorized user on a World MasterCard account.

Any person not designated in the rental agreement/contract as an authorized driver.

Any obligations you assume other than that which are covered under MasterRental, or your primary vehicle insurance or other indemnity policy.

Any violation of the written terms and conditions of the rental agreement/contract.

Any loss that occurs while driving under the influence of drugs or alcohol; racing or reckless driving.

Losses involving the theft of the rental vehicle when the renter or authorized driver cannot produce the keys to the rental vehicle at the time of reporting the incident to the police and/or rental agency, as a result of negligence.

Mechanical failures caused by wear and tear, gradual deterioration, or mechanical breakdown.

Subsequent damages resulting from a failure to protect the rental vehicle from further damage.

Blowouts or tire/rim damage that is not caused by theft or vandalism or is not a result of a vehicle collision causing tire or rim damage.

Rental vehicles for which Collision/Damage Waiver coverage was accepted/purchased by you or given to you by the rental agency.
Any damage that is of an intentional or non-accidental nature, caused by the renter or authorized driver(s) of the rental vehicle.

Depreciation, diminishment of value, administrative, or other fees charged by the vehicle rental company.

Vehicles with a rental agreement/contract that exceeds or is intended to exceed a rental period of thirty-one (31) consecutive days from a rental agency.

Losses resulting from any kind of illegal activity.

Damage sustained on any surface other than a bound surface, such as concrete or tarmac.

Losses resulting from war or hostilities of any kind (including, but not limited to, invasion, terrorism, rebellion, insurrection, riot, or civil commotion); confiscation or damage by any government, public authority, or customs official; risks of contraband; illegal activity or acts.

Any loss involving the rental vehicle being used for hire, for commercial use, or as a public or livery conveyance.

Indirect or direct damages resulting from a covered claim.

Theft of, or damage to, unlocked or unsecured vehicles.

Value-added tax, or similar tax, unless reimbursement of such tax is required by law.

How to file a MasterRental Insurance claim:

Call 1-800-MC-ASSIST to request a claim form. You must report the claim within thirty (30) days of the loss, or the claim may not be honored.

You may choose to assign your benefits under this insurance program to the rental agency from which you rented your vehicle. Please contact 1-800-MC-ASSIST for further details.

Submit the following documentation within one hundred eighty (180) days of the incident or the claim will not be honored:

• Completed and signed claim form.
• World MasterCard receipt showing the rental.
• World MasterCard statement showing the rental.
• Rental agreement (front and back).
• Copy of valid driver’s license (front and back).
• Copy of the declarations page of any primary vehicle insurance and other valid coverage or insurance.
• Report from police verifying that the vehicle was stolen, vandalized, or involved in a collision.
• Itemized repair estimate from a factory-authorized collision repair facility.
• Copy of the vehicle rental company promotion, if applicable.
• Copy of the vehicle rental location- or class-specific fleet utilization log, if loss of use charges are being claimed. You must secure this log from the rental agency.
• Any other documentation that may be reasonably requested to validate a claim.

Reminder: Please refer to the Final Legal Disclosure section.

But a heads up about Enterprise when getting their "insurance".
Background... my sister (late 30's) was a fairly "returning" driver after getting her license at 17 but then living in cities where she didn't need a car. Well she had a new car for a short time (maybe 4 months) and hits a brick mailbox while backing out of friends driveway... bumper damage... and brings car into dealer (honda) for repair. Tells them to just bill it to her since it wouldn't be more than her deductible. Well they report it to her insurance. She gets car from Enterprise and gets talked into the LDW insurance though she's not putting a claim for insurance so she's paying for rental out of pocket (she has M/C and Amex). Well unfortunately while pulling out of Duncan Donuts (rainy pavement) she slides into another car. Nobody's hurt but someway there's a claim put in to her (State Farm) insurance even though she got paid for the full coverage with Enterprise. Since it was 2 accidents in a very short period of time State Farm drops her coverage and she has to scramble to get another company.
Well she was screwed all around... since Enterprise got their $$ for LDW and didnt do any coverage.

Thanks for posting the policy. I have been renting in Italy for some 15 yrs now using MC and have always declined the ridiculous CDW charges. Always be aware of any charges they rental companies try to throw at you.