We hired a car from Drivalia Belfast on 17th August with the maximum available coverage and waiver online for 8 days. We had a collision on 18th August, noone got injured, but the car was badly damaged and we had a terrible shock. We lost all our accommodation as we were not provided by a replacement car. There was no roadside assistance and the company was not picking up the 24 hr helpline. Since then we received a charge of 230 GBP, which I queried but paid, and then now a c.15000 GBP charge which is payable within 10 days. What is the point of paying c. 700 GBP-1000 GBP if they still claim negligence, which by the way they have no third party assessment for.1. Excess Waiver PurchasedAt the time of booking I purchased the Full cover with Super Relax waiver, which I understood should remove my liability for repair costs beyond the agreed excess. See attached confirmation email.Drivalia already charged me £230 (labelled as £150 excess + £80 admin fee). That should represent the maximum liability under the cover purchased.On 29th August 2025, during a telephone conversation I was informed that no further claim would be made beyond this amount.I also hold a screenshot from your system (see attached) confirming that £150 is the maximum excess applicable, consistent with the Super Relax cover I purchased.2. No Evidence of NegligenceI was not fined or prosecuted by police for any such conduct, and therefore I see no evidence to void the waiver. Drivalia assessed internally that I was found with gross negligence. There is no independent assessment on this available.3. No Breakdown of Costs & Scrapping AdmissionThey demand for £14,900, providings no repair invoices, cost breakdown, or supporting documentation. The state without dopcumentation that this is coming from their Balance Sheet (internal Finance document).4. Concerns of Administrative ErrorGiven that I purchased Super Relax, that I was charged £230, and that your own system confirms £150 as the maximum excess, I am concerned that the correct cover may not have been applied when the car was collected.If so, this would represent an internal administrative error on Drivalia’s part. I cannot accept liability for the consequences of such an error.5. Lack of Transparency & Consumer ImpactThroughout this matter there has been a lack of clarity and transparency in the information provided:• The website and protection documents are confusing and inconsistent, and key terms are not clearly explained.• The rental contract is not retrievable on your own portal, which prevents customers from verifying their coverage. We never received the original signed contract at the time of the collection, 17th August, only post dated documents.• Communication from your team has been fragmented, contradictory, and often unhelpful.• Furthermore, I was presented with “new” contracts showing my electronic signature and future dates, which I never signed nor authorised. This raises serious concerns about the integrity of your documentation.These failures have created unnecessary stress and confusion for me as a consumer, and your inability to provide clear documentation and support has had a direct negative impact.
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