Dealing with a car rental claim is stressful, but having the right contact information can save you thousands of dollars and countless hours. As of December 17, 2025, the primary challenge for customers is not just finding *a* phone number, but finding the *correct* department number to handle their specific issue—be it a new damage report, an ongoing claim dispute, or emergency assistance. Knowing the specialized contact for the Hertz First Notice of Loss (FNOL) team is the critical first step to ensuring your claim is processed correctly and efficiently. The Hertz claims process is highly departmentalized, meaning a single, all-encompassing "claims management phone number" often redirects you through an automated system. The key to a smooth experience is bypassing the general lines and connecting directly with the specialized teams like the Damage Recovery Team (DRT) or the FNOL Unit. This comprehensive guide provides the most current and verified direct contacts to manage any Hertz-related incident.
The Essential Hertz Claims Management Contact List (2025)
Navigating a car rental claim requires knowing which number to call based on the stage of your incident. Below is the essential list of phone numbers and contact details for Hertz Claims Management, including the critical
First Notice of Loss (FNOL) line.
| Claims Type / Department | Primary Phone Number (US) | Operating Hours (CST) | Purpose |
| First Notice of Loss (FNOL) / New Claims | 1-877-584-7159 | Mon-Fri, 8:00 AM – 7:00 PM | To report a new accident, damage, or incident claim (the starting point). |
| Emergency Roadside Assistance | 1-800-654-5060 | 24/7 | For immediate vehicle breakdown, flat tires, lockouts, or non-drivable accidents. |
| General Customer Service / Complaints | 1-800-654-4173 | Mon-Fri, 7:00 AM – 7:00 PM | For billing issues, general inquiries, or formal service complaints unrelated to a claim. |
| Ongoing Claims / Damage Recovery Team (DRT) | Varies (Often directed from 877-584-7159) | Varies | For follow-up on an existing claim, disputing damage charges, or providing requested documentation. |
| Future Rental Assistance | 1-800-654-3131 | Varies | For questions about reservations or replacement vehicles after an incident. |
Alternative Contact Methods for Claim Reporting
While the phone number is the fastest way to get an immediate response, Hertz also provides official non-voice channels for submitting your initial report and documentation. *
FNOL Email Address: `hcmfirstnoticeofloss@hertz.com` * *Tip:* This is the official channel for sending your completed Vehicle Incident Report, police reports, and photos. *
FNOL Mailing Address: * HCM First Notice Of Loss Unit * PO Box 612127 * DFW Airport, TX 75261
The Critical Step: Understanding the First Notice of Loss (FNOL) Process
The single most important concept to grasp when dealing with Hertz is the
First Notice of Loss (FNOL). This is the official procedure for reporting any incident, whether it is minor damage noticed upon return or a major accident. The FNOL team, reachable at
1-877-584-7159, is responsible for opening a claim file and assigning a claim number. Until this step is complete, your issue is not officially logged as a claim.
Step-by-Step Guide to Filing Your Hertz Claim
A successful claim process hinges on swift reporting and thorough documentation. Follow these steps immediately after an incident occurs:
1. Secure the Scene and Call Emergency Roadside Assistance
If the vehicle is non-drivable or you require immediate assistance, your first call should be to
1-800-654-5060. This team will arrange a tow, a replacement vehicle, or other necessary emergency services.
2. Complete the Vehicle Incident Report (VIR)
Every incident requires a
Vehicle Incident Report (VIR). This document must be completed, detailing the damage and the circumstances of the incident. Hertz requires this to be surrendered at the time of vehicle return. *
Crucial Information to Include: Date and time of the incident, location, a detailed description of the damage, and contact information for any third parties involved (other drivers, witnesses, police).
3. Submit the FNOL
As soon as possible, call the FNOL line at
1-877-584-7159 to verbally report the incident and get your official claim number. Follow up immediately by emailing the completed VIR, police report, and photos to `hcmfirstnoticeofloss@hertz.com`.
Navigating the Damage Recovery Team (DRT) and Liability Claims
Once your FNOL is filed, the claim is typically transferred to the
Damage Recovery Team (DRT). This is the department that handles the actual assessment of damage, calculates the repair costs, and determines who is financially responsible for the loss.
What to Know About Damage Recovery
Hertz's rental agreement states that, in most states, you are financially liable for the full value of the vehicle at the time of rental (minus salvage value) until the claim is resolved. This is why the DRT will aggressively pursue payment. *
Disputing a Charge: If you are disputing a damage charge—for instance, if you believe the damage was pre-existing or your personal insurance/credit card coverage should apply—you will be dealing directly with the DRT. While they often contact you, be prepared to use the
1-877-584-7159 line to inquire about your file and ask to speak with your assigned adjuster. *
Documentation is Power: The DRT relies entirely on the documentation you submit. Ensure you have clear, timestamped photos of the vehicle *before* and *after* your rental, a copy of the final check-in receipt, and all police reports.
Handling Third-Party and Liability Claims
A
liability claim occurs when a third party (another driver, a pedestrian, etc.) suffers injury or property damage due to an accident involving your Hertz rental, or conversely, when you are trying to file a claim *against* a Hertz renter. For those filing a claim *against* a Hertz renter, you should still initiate the process by calling the FNOL line at
1-877-584-7159. You will be considered a
third-party claimant, and the FNOL team will route your information to the appropriate liability claims unit.
Pro-Tips for a Smoother Hertz Claims Experience
Based on current customer feedback and claims procedures, here are three essential tips to help you manage your interaction with Hertz Claims Management:
1. Always Document the Vehicle Condition Meticulously
Before you drive the car off the lot, take a video walkthrough of the entire vehicle, focusing on every panel, the roof, the tires, and the interior. If you notice any damage not listed on the rental agreement, bring it to the attention of a Hertz agent immediately and have them update the record. This pre-rental documentation is your strongest defense against a false
damage recovery charge later on.
2. Understand Your Coverage Before the Incident
Do not wait until an accident happens to find out if you have coverage. Before renting, know the details of your: *
Personal Auto Insurance: Does your policy extend to rental cars? *
Credit Card Coverage: Many premium credit cards offer secondary or primary rental car insurance (Collision Damage Waiver - CDW). *
Hertz Loss Damage Waiver (LDW): If you purchased the LDW, you are typically relieved of financial responsibility for loss or damage to the Hertz vehicle.
3. Be Prepared for the Claims Dispute Process
The term "Damage Recovery Team" is a strong indicator of their goal: to recover costs. If you receive a bill for damage you dispute, do not ignore it. Immediately contact the FNOL line (1-877-584-7159), reference your claim number, and state your intention to dispute the charges. Send all supporting evidence (photos, insurance denial letters, police reports) to the `hcmfirstnoticeofloss@hertz.com` email address and keep a detailed log of every phone call, including the date, time, and the name of the representative you spoke with.
