• Am I covered for damage? What's the excess?

  Standard damage cover is included in every rental. If there's damage, theft or third-party loss, you pay up to the damage excess shown in your rental agreement for that incident. The excess amount varies by vehicle model, so check your specific rental agreement for the figure that applies to you. Drivers aged 21–24 may have an additional excess. A $100 claims administration fee applies to any accident or theft claim, on top of the excess.Few readers

• I scratched or kerbed the car

  Thanks for telling us — letting us know early really helps. Take clear photos and send to support@ollo.com.au, and we'll walk you through the next steps. Please note that kerb, gutter and underbody damage generally fall outside standard cover, so this kind of damage may be chargeable; we'll confirm what applies in your case.Few readers

• What is NOT covered, even after paying the excess?

  Some damage sits outside cover, meaning you're liable for the full cost. This includes overhead damage (anything above the windscreen line), underbody damage, and kerb or gutter damage to the underside, wheels or rims. It also includes damage from driving into water, using the wrong charger type, tyre and rim damage beyond normal wear, and lost keys or access devices. Anything arising from a major breach of the terms (for example an unauthorised driver, or prohibited use) is also excluded. If yFew readers

• What happens with tolls and fines?

  Tolls and any fines or infringements during your trip are passed on to you. Tolls are charged via the car's e-tag (which must stay in the car) plus a $2.50 admin fee per booking. Driving fines are passed on plus a $25 admin fee.Few readers

• Can the excess be waived if it wasn't my fault?

  It can. You won't have to pay the excess if all of the following apply: you completed an Incident Report Form with the third party's details, you took the required steps to help our investigation, we're satisfied you weren't at fault, and the at-fault party's insurer agrees to pay us. So at the scene, collect as much as you can: photos, the other person's name and contact, their rego, and their insurer's details. If you've already paid the excess and we recover the cost, we refund it.Few readers

• I've had an accident — what do I do?

  First, make sure everyone is safe and call 000 if anyone is hurt. Don't drive the car if it's unsafe, and don't leave it unattended if it needs towing. At the scene: secure the car, exchange names, addresses, phone, email and insurer with the other driver, photograph the other driver's licence and all vehicles and damage, note rego numbers, and get witness details. Never admit fault or agree to settle anything. Report it to us as soon as possible and within 24 hours, and complete an [IncidenFew readers