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Damage, Breakdowns and Excess for Hirers

Damage, Breakdowns, and Excess Information

Accident Excess Reduction

Accident Excess Reduction (AER)

Accidents can happen to even the most careful drivers. Whilst the RV is in your care you are responsible for any damage, this includes damage caused by events you can’t control, such as extreme weather, vandalism or the vehicle being hit while parked. It is due to this risk that Camplify has compulsory excess packages available to all hirers, to reduce the hirer’s liability in cases of damage caused by such events or accidentally caused by the hirer or an authorised driver.

Camplify has two daily Accident Excess Reduction (AER) packages available:

Risk Taker - Budget friendly with limited inclusions and an excess between $0-$4,500 per incident depending on the type of RV and holiday.
Happy Camper - Large range of inclusions and an excess per event between $500 and $0 depending on your hire type.

Risk Taker is the default package. Before confirming your booking, Camplify will let you know the cost so you can make sure you are ready to go. Hirers can choose the Happy Camper package when booking or upgrading at any time before the start of a booking.

For more information check out the AER table here and the Camplify – Accident Excess Reduction Inclusions and Exclusions.

What is Accident Excess Reduction (AER)?

Think of AER as a cover for your RV hire. It's a required package that lowers the amount you'd have to pay if there's an accident or damage to the RV. AER is mandatory for all rentals and works by reducing your financial responsibility if something goes wrong. For more detailed information about AER, you can check our dedicated page here.

What AER options are available?

There are two AER options:

Risk Taker: A budget-friendly option with a higher excess
Happy Camper: A more comprehensive option with a lower excess

How do I choose between Risk Taker and Happy Camper AER?

Consider your budget and comfort level with risk. Risk Taker is cheaper but means you'll pay more if there's damage. Happy Camper costs more upfront but provides more peace of mind. Review the details of each package carefully before deciding.

Can I change my AER option after booking?

You can upgrade from Risk Taker to Happy Camper anytime before your hire begins. Similarly, you can change from Happy Camper to Risk Taker any time before your hire begins. Your Accident Excess Reduction Package cannot be changed after the booking has commenced.

Coverage and Safety

Does AER cover all types of damage?

While AER covers many types of accidental damage, there are exclusions. For example, it doesn't cover damage from reckless behaviour or breaches of the hire agreement. Always read the AER terms carefully.

Am I covered while driving the RV?

Your hire includes coverage through the Accident Excess Reduction (AER) package. The level of coverage depends on whether you chose the Risk Taker or Happy Camper option. It's important to read the terms of your AER carefully to understand what's covered.

Are my personal belongings covered?

The RV's cover typically doesn't cover your personal belongings. Consider taking out travel insurance to cover your personal items during the trip.

Do I need a special licence to drive an RV?

For most RVs, a standard car licence is sufficient. However, larger RVs might require a special licence. Check the RV listing for licence requirements, and if in doubt, ask the owner or Camplify support.

Specific Situations

What happens in the event of a breakdown?

A breakdown can be a stressful inconvenience no matter your location. Camplify users can enjoy peace of mind as all hires are covered by a comprehensive network of nationwide roadside assistance.

In the event of a breakdown:

Ensure safety by removing all occupants from potential hazards.
Contact Emergency services (000) if required.
Inform the owner of your situation so they can assist you further
If the owner is unable to get you back on the road, the hirer can call for roadside assistance by calling Camplify (02 4075 2000, Option 4).
Common reasons for contacting roadside assistance includes:
- Assisting with flat batteries
- Tyres requiring repair or changing (never attempt to change a tyre yourself)
- Fixing a small engine problem
- Towing required due to a van fault
Please have the RV's registration number and location ready so the team can deploy an expert to assist you.
Once approved, a roadside assistance team member will meet you at the vehicle. They will either fix the problem, or suggest a tow to the nearest repairer.
Inform both the owner and Camplify of the outcome, as the tow must be authorised and so we can continue to support you on your adventure.

For more information see Camplify Breakdown Policy

What should I do if I am involved in an accident with a Camplify vehicle?

If an accident occurs, please follow these steps:

Ensure Safety: Move to a safe location if possible and call emergency services if required.
Take Photos and Collect Information:
- Take photos of any damage to the vehicle.
- Collect details of any other parties involved, including contact and insurance information.
Assess Towing Needs:
- If the vehicle is unsafe or blocking traffic, local authorities or emergency services may arrange towing.
- If towing is required and not arranged by authorities, ensure the vehicle is taken to the nearest secure holding facility. Notify the tow contractor that this is an insurance tow covered by Camplify’s fleet insurer, Insuret.
Payment for Towing:
- If the tow contractor requires payment upfront, you (the hirer or owner) may pay and submit the receipt to Camplify for reimbursement.
Notify Relevant Parties:
- Inform both the vehicle owner and Camplify as soon as possible. Provide:
  - Details of the accident, including a description and photos.
  - Contact information for all involved parties.
Fill Out an Incident Report:
- Complete the incident report form provided by Camplify.

What do I do if I need after-hours towing?

If towing is required outside business hours:

Arrange for towing to the nearest secure location.
Inform the tow contractor that this is an insurance tow covered by Insuret.
Notify Camplify of the towing arrangement and the storage location. After-hours notifications can be sent to: resolutionsteam@camplify.com.au.
Submit receipts for reimbursement if payment was required upfront.

Does Camplify provide accommodation or transport support after an accident?

Accommodation Support (On Hire Only):

If the vehicle is unusable, Camplify may provide emergency accommodation or transport support:

Camplify will reimburse up to $150 per night for accommodation.
Arrange transport (e.g., rental vehicle or public transport) to return home.
Book and pay for accommodation and transport upfront. Keep all receipts for reimbursement.

Important Notes:

Meals, personal items, and other incidentals are not covered.
Accommodation support is for short-term emergencies only, until arrangements are made to return home or repair the vehicle.
Rental vehicles are for returning home only; they cannot be used to continue your trip or complete the booking.

What happens if my booking is canceled due to an accident?

Refunds will not be issued for the unused portion of the booking. Camplify recommends purchasing comprehensive travel insurance to cover unexpected costs related to cancellations.

Important Notes:

Accidents are not covered under Camplify’s roadside assistance policy. Follow the steps outlined above for towing, accommodation, and reimbursement support.
For further details, refer to Camplify’s Terms and Conditions.

What to do in the event of Damage?

Even the most careful drivers can be involved in accidents. If this happens to you, our friendly team is here to help.

When you hire a RV, you are responsible for any damage that occurs whilst it is in your care. This includes damage caused by events you can’t control, such as during extreme weather, or the vehicle being damaged whilst parked.

What to do if damage occurs;

Ensure safety by removing all occupants from potential hazards.
Contact Emergency services (000) if required.
Take photos of the damage.
Take some photos of the scene including close-up and from a distance.
Inform the owner of the incident.
If roadside assistance is required, follow the Camplify Breakdown Policy

Damage involving a third party

If you have experienced a damage incident involving another driver, please follow these steps set out in the Accidents and Thefts section of the Hirer Rules.

What happens if there's extreme weather during my hire period?

If severe weather is forecast, contact the owner and Camplify to discuss your options. In some cases, you might be able to reschedule or cancel your trip. Always prioritise your safety and follow local authorities' advice.

What if I don't feel comfortable driving the RV after the handover?

If you don't feel confident driving the RV after the handover, discuss your concerns with the owner immediately. They might be able to provide additional guidance. If you still don't feel comfortable, contact Camplify support to discuss your options. Also make sure to read the Camplify Resolution Policy.

Helpful Information

Other issues on hire

In the case of a mechanical issue not requiring roadside assistance, hirers must discuss the issue with the owner at the first opportunity. If the hirer fails to promptly report an issue to the owner and the issue is made worse because of this the hirer may be held responsible for any resulting breakdown.
In the case of issues with accessories such as pumps, awnings, gas, hot water air conditioning, these issues need to be discussed with the owner within 12 hours of the issue arising.
If any issue remains unresolved for more than 24 hours the hirer must advise Camplify.
The owner and hirer may agree on an appropriate refund as compensation for any lost amenity caused to the hirer by the unresolved issue. If the owner and hirer cannot agree, either the owner or the hirer may refer the dispute to Camplify. (see Camplify Dispute Resolutions Policy)

What safety features do RVs typically have?

Safety features vary by RV but often include fire extinguishers, smoke alarms, and basic first aid kits. Check the RV listing for specific safety features, and ask the owner if you have any concerns.

What should I do if I feel unsafe during my hire?

Your safety is paramount. If you ever feel unsafe, remove yourself from the situation if possible and contact local authorities if necessary. Then, reach out to Camplify support for assistance.
In the case of a mechanical breakdown, you have the assurance of 24hr Roadside Assistance. You can find more about our Breakdown Policy.

Are there restrictions on where I can take the RV?

Yes, many RVs have restrictions on where they can be taken. Common restrictions include no off-road driving and limits on travelling on unsealed roads. Always check the RV listing and confirm any planned routes with the owner before booking. Find more details here.

Can I free camp in an RV?

Freedom camping (camping outside of designated campsites) rules vary by location in Australia. Some areas permit it, while others don't. Always check local regulations and obtain any necessary permits. Some owners may also have their own rules about freedom camping with their RV.

What are the rules about drinking and driving an RV?

The same drink-driving laws that apply to cars also apply to RVs. It's illegal and extremely dangerous to drive an RV while under the influence of alcohol or drugs. Always plan for a designated driver if you intend to consume alcohol.

Do I need to keep a logbook or record kilometres travelled?

Some RV hires come with kilometre limits, and you might need to record your kilometres travelled. The owner should explain any requirements during the handover. If there's a logbook in the RV, make sure you understand how to use it correctly.

Tips on Preventing damage

If you're new to renting a caravan, camper, or motorhome, you may not be familiar with some of the things that could go wrong. Here are some tips to help you avoid damage to the vehicle and to yourself:

Awnings

The most common and easily avoidable type of damage to an RV when it is rented is damage to the awning.

There are three main types of awnings on Camplify vehicles:

Roll-out awnings
Wind-out awnings
Bag awnings

Each type has its own set up and pack-away procedure, so it's important to listen to the owner during the handover and make sure you understand how to operate it.

Tips for avoiding awning damage:

Seek permission to video record the owner handover
Practice putting up and packing down the awning at handover
Download manufacturer videos before setting off
Check weather conditions and never open your awning if there is wind
Secure the awning using all tie downs and latches
Leave one corner of the awning lower to avoid rain collecting on top
Never leave your awning unattended

Reversing

Parking and manoeuvring an RV can be challenging. Reversing is a common cause of damage, so take your time and use a spotter. When reversing a longer van like a motorhome or caravan, hearing the instructions from your 'spotter' can be difficult. Using your vehicle’s bluetooth connection, make sure you call your spotter on their phone so that you can hear their instructions clearly.

For those inexperienced in towing, Camplify strongly recommends against towing any of our caravans. Many owners offer drop-off solutions, where they can tow and set up their van for you at a campsite of your choice.

Incorrect fuel type

When doing your handover be sure to confirm the fuel type with the owner and write it down. If you forget during the booking, either contact the owner to ask or check their Camplify listing. Do not start the vehicle if you do fill the RV with the wrong fuel and call the owner.

Avoiding overhead damage

Many motorhomes and caravans require a high clearance. The owner must include the RV's height in the RV’s listing. Hirers must make sure they know the RV’s height and must not drive under any obstacle marked with a lower clearance. Care must also be taken to avoid overhanging trees and similar obstacles. Take your time when parking and use a spotter.

Handover

To reduce the chance of damage, take the time to get a thorough handover from the RV owner. There is often a lot of valuable information so reduce distractions and have your co-driver present. The handover should include a review of everything from hitching up to using the awning. Ask plenty of questions and have a go at utilising features of the RV so you can demonstrate understanding.