DoYouSpain FAQ’s

Cover-More have identified that you may have been offered a product by the rental company called ‘Collision Damage Waiver’ (also known as CDW) which offers excess protection that is similar to the Platinum Excess Insurance that you had already chosen when you booked your vehicle from Do You Spain / Carjet / Do You Italy. If you did purchase ‘Collision Damage Waiver’ at the rental desk, then we would like to know about it.

We need to verify that you purchased CDW at the rental desk and that you are dual insured for your rental booking.

The evidence we require you to upload via the secure portal can be one of the following:

• Proof of purchase of a Collision Damage Waiver (or equivalent), such as a receipt from the rental supplier or transaction statement from your bank account.
• Confirmation email of the Collision Damage Waiver (or equivalent).
• Record of a claim made on the Collision Damage Waiver.
• Collision Damage Waiver (or equivalent) information pack received on sale.

You will have received an email which details the reason why your evidence was rejected. If your evidence has been rejected, you can re-upload the required evidence (listed above) into the portal using the same link you initially received.

We understand this can be confusing. We already have a record of your policy taken with ourselves. To assess if you’re eligible for a cancellation and refund of your Platinum Excess Insurance policy, we need evidence that you purchased a Collision Damage Waiver (CDW) at the rental desk from the rental company. Documents related to your Do You Spain / Do You Italy / Car Jet Platinum Excess Insurance products cannot be accepted as proof of CDW.

Tip: If you’re not sure which document you need, check our list of accepted evidence in the FAQs or contact our support team for help.

We have updated the website and supporting information which should you or future customers be aware of this information, you may decide to cancel your policy to avoid being dual insured.

When you purchased your policy, you purchased it in Euros so we are returning the funds to you in the same way.

Your refund in Euros may be subject to foreign exchange (FX) fees from your bank. Unfortunately, this is not something we have control over.

For any policies that we are refunding, we have also opted to provide an additional payment of ‘simple’ interest which has been calculated at 8% per year. This means that if your policy cost €100 and you paid for the policy one year ago, we would refund you €100, plus €8. If you paid for the policy two years ago, the interest would be €16, three years ago would be €24 etc.

Interest is calculated from the date the policy was purchased until 1st July 2026.

If you have recently purchased a Platinum Excess policy at the time of booking your car rental from Do You Spain, Carjet or Do You Italy and the policy number does not appear in the email you received, this policy is valid for your upcoming rental booking and provides cover to you for your car rental.

No, this payment is a refund of policy premiums plus interest, this is not a payment in relation to any claims that you may have submitted. Any outstanding claims will continue to be processed.

Because it’s the simplest and most effective way for you to receive your refund. We, at Cover-More have assessed various methods of processing these refunds, and after a thorough selection process it was deemed that this would be the best option. This is a secure way to provide your card details and receive your refund within 3-5 working days.

Due to GDPR rules and our robust data retention policies, it is likely we no longer have access to the payment details you originally paid for the policy on. So, for this reason we have opted to obtain the most up to date payment details directly from you through the link as it’s the simplest and most effective way to refund you.

Due to strict payment card information regulations and internal policies, we have opted not to accept payment card details over the phone to obtain this refund. Card details will need to be entered into the link that is issued to you.

If you have deleted the email, we will need to resend you the email with the link.

If you have not received the email with the payment link:

1. The evidence may not be verified.
2. 1 policy may be verified. However; we may have declined the evidence submitted for others. If, in the event one or more policies have been verified and one or more policies have not been rejected, you will be given 14 days to re-upload evidence for the rejected policies before the payment link is issued.
3. Evidence may not have been uploaded.

Firstly, please check your junk email mailbox in case the secondary email has been filtered into this mailbox. If you haven’t received any communication at this point, please email us on: doyouspain@covermoreeurope.com or call us on 0344 273 2783.

Our office hours are from 9:00 a.m. to 5:00 p.m. Monday to Friday.

In line with Section 874 Income Tax Act 2007, we are obliged to withhold tax at the standard rate (20%) from interest payments that we issue to customers. Tax is only deducted from the interest that you receive and not on the refund of the original policy cost.

Cover-More do not hold records on customers tax status, for this reason we must apply the standard rate on all interest payments. If you are a non-taxpayer, you will need to contact HM Revenue & Customs to claim this back.

If you are a higher-rate taxpayer, you should contact HM Revenue & Customs to inform them of the interest payment you have received and ensure that you pay the appropriate amount of tax.

It’s important to note that this is a 2-step process with the first step validating your card details. Once your card details are validated, the refund amount shown in the email will be deposited in your account within the next 3-5 working days.