Zipcar Member Center : Help

https://members.zipcar.com/help/generalinfo

before your reservation | during your reservation | after your reservation | general information

What if I lose my Zipcard? Can I add another driver to my Zipcar account? Does my annual membership automatically renew? Can I review the member contract? How can I cancel my membership?

How can I see how much driving credit I have in my account? What can I use my driving credit for? When does my driving credit expire? Can I give my driving credit to someone else?

What's the insurance policy? What is a damage fee and when does it apply? Can I purchase a damage fee waiver? Will my credit card cover my damage fee? Will my personal auto insurance cover my damage fee? Can a Zipcar membership help me get discounts on personal auto insurance?

What's Zipcar's privacy policy? What's the Zipcar's Services for Disabled Members? What Zipcar fees do I need to know about?

What happens during an accident investigation? What happens if there is an insurance claim? What happens if I don't agree with the insurance company's decision regarding fault? What if my credit card provides accident coverage?

If you lose your Zipcard, call us straight away on 1-866-4ZIPCAR so we can cancel it and organize a replacement for you. (We can give you one replacement Zipcard per year at no charge, but if you need more we will have to charge a $15.00 fee to cover our costs.) We will send your replacement card to your billing address and it should be with you within five working days. Or you can come to a local Zipcar office to pick it up. Be sure to bring your driver's license and the credit card used on your application. If you've lost it during a reservation, call us and we'll make every effort to get you back in the car and on the road. back to top

Yes, you can add other members of your household to your Zipcar account. They will need to fill out an application by going to our registration page and choose "I've been invited to join an existing account." They will need to enter the email address of the Zipcar account owner (that's you). Depending on your driving plan and the city you're in, there may be a discounted membership fee for an additional driver. Now here's where your job comes in. You will get an email asking you to approve that this person be added to your account. If you approve, then all charges that this new member incurs will be billed to your credit card. So make sure it's a really good friend. If you want the charges to go on a separate card, have them sign up on their own. You can always give them a little free driving to be nice. back to top

Yes, if your plan has an annual fee, we automatically charge your credit card each year on the anniversary date of your membership. back to top

If you wish to cancel your Zipcar membership, give us a call at 1-866-4ZIPCAR and we will help you out. back to top

1 of 6

28-01-2013 17:40

Zipcar Member Center : Help

https://members.zipcar.com/help/generalinfo

Every Zipcar member in good standing is covered by our insurance. Here are the highlights: Comprehensive collision coverage Liability coverage of $300,000 per accident (combined single limit) for members age 21+; for members under 21, at the level mandated by the automobile financial responsibility law of the jurisdiction in which the accident occurs. Personal Injury Protection (PIP), or "no-fault" coverage, at the level mandated by the automobile financial responsibility law of the jurisdiction in which the accident occurs; however, any personal insurance coverage that the member may have would apply on a primary basis and our no fault coverage would be secondary. Members are responsible for a $750.00 damage fee per incident, which can be reduced or eliminated with an optional damage fee waiver. For the full scoop on insurance, check out the member contract. Making a reservation outside of the US? Note that the insurance varies by country. Learn about the coverage when booking vehicles in the UK, Canada or Spain. back to top

Insurance is included with your membership, but if you happen to be involved in an incident with your Zipcar, a damage fee of up to $750.00 may apply. A damage fee can apply for dents, scratches, collisions, flat tires, windshield cracks, dead batteries (from leaving the lights on), engine problems, vandalism, theft, third party damages and, in some cases, third party personal injuries. If a sufficiently insured third party is found to be 100% at-fault, then the Zipcar member would not be responsible for the damage fee. Members are also not responsible for normal wear and tear on the vehicle. However, the fee does apply to damage caused by unavoidable events such as floods, hail, wind, trees falling, etc. Before each reservation, we ask you to check the car inside and out and report any damage. This ensures that you will not be held responsible for damage that may have happened before your reservation. back to top

If you're age 21+, and have had no Zipcar accidents in the past 12 months, you are eligible to purchase a waiver. A waiver allows you to reduce or eliminate the damage fee. Purchasing a waiver won't change your insurance coverageit just changes the maximum amount you'll be charged if you're involved in an incident with your Zipcar. A damage fee waiver becomes effective on the purchase date. Waivers are non-refundable. Learn more about waivers. | Purchase a waiver. back to top

Some credit cards include rental car insurance, which covers you when you use a rental car. Sometimes Zipcars fall under this coverage. Give them a call to see if they'll cover you in a Zipcar. If you are covered by your credit card, make sure to use it to pay for your Zipcar reservations. You can update your credit card info here. If you've been in an accident while driving a Zipcar and you've filed a claim with your credit card company, they will want to see documentation from Zipcar. Please email accidents@zipcar.com to request this documentation. back to top

Personal policies generally do not apply when driving Zipcars in Europe. When driving cars in North America, your personal insurance might cover you. Many personal auto insurance policies also provide coverage for rentals. But some policies contain loopholes too. Read your policy or contact your insurance agent to get the full scoop.

2 of 6

28-01-2013 17:40

Zipcar Member Center : Help

https://members.zipcar.com/help/generalinfo

back to top

Yes. Should you ever choose to leave the world of free fuel and insurance behind and opt into car ownership, it's good to know that your time spent at Zipcar could help you qualify for lower rates on personal auto insurance. You see, as a Zipcar member, you are an insured driver. And since prior coverage is one of the factors that insurance companies consider in determining your rate, you may qualify for a discount. To request a Letter of Insurance Coverage certifying your driving history with Zipcar, please email us at insurance@zipcar.com. back to top

Go to "My Statement" under the "My Stuff" menu item above. Then click on the "My Credits" link. back to top

Driving credit can be used toward driving and related costs, such as tolls. It cannot be applied to annual membership fees, tickets/violations, fines or other non-usage charges. All driving credits are in local funds associated with the member's primary driving city, and cannot be applied to reservations taken in any cities operating under a different currency. back to top

Expiration of driving credits follows the guidelines below. To check when a specific credit expires, go to "My Statement" under the "My Stuff" menu item above and click the "My Credits" link. Promotional coupon credits typically expire 30 days after joining. See details. Referral credits expire six months after they're posted to your account. See details. Depending on your driving plan, monthly Extra Value Plan (EVP) credits expire either 30 days, 60 days (1 month of rollover), or 90 days (2 months of rollover) after the credit is issued. Check out the details of your driving plan. Driving credits issued as compensation typically expire 60 days after they're issued. Driving credits awarded in contests typically expire after 90 days after the winners are notified. back to top

No, you cannot transfer driving credit to another person or another account. back to top

No one likes to talk about fees and fines, but they're a "must" to keep this whole car sharing thing running smoothly. We hope you never have to fork over cash for these things... Late Return Fee $50.00 per hour (up to a maximum of $150.00), plus the vehicle usage charges (read more about late returns) Low Gas Fee $20.00 if you return a vehicle with less than 1/4 tank of gas Zipcard One free replacement card per year ($15.00 for each additional card) Replacement Ignition Key If you lose the key, the replacement fee is $75.00 plus costs for materials and labor. Replacement

3 of 6

28-01-2013 17:40

Zipcar Member Center : Help

https://members.zipcar.com/help/generalinfo

Reservation There is no charge for extending a reservation. There is also no charge if you cancel or shorten your Changes reservation with the required advance notice. However, you will be charged the full amount for your reservation if you do not give the required advance notice. Personal $3.50 per call to have a rep make a reservation for you. Reservation Assistance Tickets/Violation You are also responsible for paying any parking tickets and moving violations incurred during your Processing Fee reservation. If we receive a notice and process a violation, you will be charged a $20.00 processing fee. Damage Fee Up to $750.00 to cover the costs related to an accident. Members age 21+ have the option to purchase a waiver to reduce or eliminate your damage fee. Other Violations $50.00 per violation, plus costs incurred by Zipcar anytime a visit to the vehicle is required (including visits due to smoking or pets in the vehicle) back to top

1. Your first responsibility is to fill out an Incident Report form. Please get the completed form to us via whatever method is the easiest (and fastest) for you and send all pictures and documents to: Fax: 617.995.4300 Email: accidents@zipcar.com Zipcar Inc. - Attention: Accident Reports 25 First Street,Cambridge, MA 02141,United States 2. If it will take longer than a couple weeks to get the Police Report from the station, please send in your version of the accident on our Incident Report Form so we have your statement as early in the process as possible. Then, once the Police Report is available, please forward that to us as well. Sometimes the police will not make out a report because the accident doesn't meet their criteria. If that's the case, please let us know. 3. If you believe anything was unusual or you have some concerns (for example, maybe there was pre-existing damage, or perhaps you learned that other driver didn't pay her last insurance bill), let us know immediately. 4. The local Zipcar office will inspect the vehicle for damages and bring the vehicle to a repair shop to get pictures and an estimate. 5. If an insurance claim is necessary, one will be filed with the appropriate company. If you receive any communications from the other party or their insurer, please notify us as quickly as possible with their information (including company name, adjuster name, claim number, and phone number). 6. You will be notified via email when all the steps of the investigation are complete and, based on the estimate of damage we receive from our repair shop, and whether or not a damage fee applies. Learn more about the damage fee and our waiver option. Our policy in the case of an accident or vandalism is to suspend your membership until we have been provided with all of the information. When all the documentation and necessary steps outlined above have been completed, the suspension will be lifted. This process should take less than two weeks. Please email accidents@zipcar.com if you have any questions regarding the status of the investigation. back to top

There are two kinds of insurance claims that you should to know about with Zipcar. 1. Subrogation: If a subrogation claim is initiated, this means that based on your incident report, we believe there is a chance that you are not responsible for the accident and we are therefore pursuing another party for payment for the Zipcar's damages and loss of use. If at any time you want more information regarding the claim or if you recall additional important details regarding your accident, please contact us at accidents@zipcar.com or reply to any of our emails regarding the incident. Understand that if the insurance company finds you to be responsible in any way for the incident, the claim is denied, or there is no insurance coverage by the other party, the damage fee may apply. However, remember that you have great coverage with Zipcar, so we'll cover the cost of the damages beyond the damage fee. However, rest assured that we will notify you in advance if

4 of 6

28-01-2013 17:40

Zipcar Member Center : Help

https://members.zipcar.com/help/generalinfo

the case seems to be veering out of your favor. Usually these cases are resolved within a month or two and you will be contacted regarding the results of the case. 2. Liability: A liability claim indicates that you, the driver of the Zipcar, are at least partially responsible for the accident. If our insurers, pay the other party for their property damage or medical bills, you will be responsible for the damage fee based on the total cost of the accident. For more details on your liability coverage with Zipcar, please go here. If you are responsible for an accident but you believe there was little to no damage to the other party's vehicle, please contact us immediately. We will need pictures of the other party's vehicle, a police report, and/or a witness' statement to verify the damage. Remember, you are our eyes at the scene of an accident and we depend on you for evidence. These claims can take six months or longer to close, but we will let you know if anything is paid out to the other party. Our insurer will use the Incident Report that you submit to us as your final and complete statement of the incident; they will only contact you if they see a discrepancy or have questions regarding your statement. However, you are more than welcome to follow along with the claim and speak to your adjuster directly. Please email accidents@zipcar.com for the contact information for your claim. back to top

Members are expected to work with the insurance companies regarding the investigation of the claim. Once a claim has been closed, there is no appeal and the claim cannot be reopened. back to top

If the credit card that you use for Zipcar reservations provides coverage (or you think it might), please file a claim with your credit card immediately following the accident. The faster you do this, the more likely it is that your credit card company will pay for the damages and you won't have to pay anything! For American Express: You can file your claim online via the following link: https://yourcarrentalclaim.com/ClaimEntry/ Or you can call 1.800.338.1670 and select option 1 to file a claim. For MasterCard: Please call (800) 622-7747 and ask to file an auto claim. They'll transfer you to the correct area. MasterCard claims require that you sign a form and send it back to them. On this form, please be sure to check off "Irrevocable Assignment of Benefits;" this will allow MasterCard to work with Zipcar directly on the claim so you won't be charged. Discover Call (800) 252-4670 to file a claim or go to Chubb.com for more information on your coverage. Diner's Club Call (800) 613-5975 to file a claim. For Visa and others: Please call the customer service number on your credit card statement, then ask to file an auto claim, they'll transfer you to the correct area. In our experience, Visa claims have not been successful, but if you file a claim, we will pursue it on your behalf. To file a claim, you will be asked your card number and expiration date, personal information (name, address, phone, email), as well as information about the accident and the Zipcar itself. The 'rental agreement' or 'contract number' is simply your Zipcard number. Please make sure to provide the address of our Home Office at 25 First Street 4th Floor Cambridge, MA 02141, (p) 617.995.4231. One key question that they usually ask is "Did you decline the collision damage waiver (CDW)?" If you did not purchase the damage fee waiver from Zipcar, then you can answer YES to this question. If you did purchase the Zipcar damage fee waiver, your answer would be "NO, however, Zipcar's damage fee covers the whole cost of the accident, not just collision damage." In other words, the Zipcar waiver is not solely for collision and you may still qualify for the coverage through your credit card by explaining this point. Please email the claim number to accidents@zipcar.com as soon as possible and keep us up-to-date with claim information. Often times, the credit card companies only communicate with their cardholders leaving us in the dark and you without your refund!

5 of 6

28-01-2013 17:40

Zipcar Member Center : Help

https://members.zipcar.com/help/generalinfo

Once the claim is filed, your credit card company will contact Zipcar for additional documentation and we will turn this around to them within 2-3 business days. Generally, if approved, this whole process takes less then a few short weeks and members don't end up having to pay anything toward the accident. Unfortunately, if your credit card company denies the claim, you will be responsible for the damage fee. If you have any questions, please email accidents@zipcar.com or call and ask to speak to someone on the Accident Team. back to top

6 of 6

28-01-2013 17:40