I rented a car with Enterprise UK, I told them before hand I had CDW cover with Amex and wanted to use that instead of their own CDW insurance (I had the documents with me) and I want to refuse any type of CDW they offer. I was told no problem but the contract agreement shows a basic CDW with an excess of £1,500. They said it’s always included, can’t be removed and they regularly deal with customers using Amex insurance without any issue.

Signed and took the rental, a few days with the rental and someone scratched / scraped the side of the car while I was parked and away from the vehicle. Excess has been taken while they wait for a quote, despite them leasing the same vehicle out for at least 3 weeks now….I can’t file the claim with Amex until I have the quote.

I checked Avis and Sixt and they are the same you cannot exclude a CDW at all in the booking process in the UK (£1,500 excess). My rental agreement shows “optional extras - CDW (£1,500 excess)” but I also have an email from the Branch manager stating that it’s non optional and they won’t rent vehicles without the base CDW and the “optional” is effectively poor wording on the form.

Am I covered for the excess here? If not then that means my insurance for car hire in my own country is effectively useless? I have read some conflicting articles that in cases like these Amex can act as a secondary insurance to pay the excess but I’m not sure.

Thanks.