Frequently asked question · Security
What happens if the car is damaged?
The R$ 1.000.000 insurance covers robbery, theft and damage — and the track record is 100% of claims resolved. The vehicle's condition is documented at check-in with photos and a checklist.
The starting point is the record made at drop-off. At check-in, the team photographs the vehicle and fills in a checklist of the condition it arrived in. That record is tied to your stay and is the reference used at handover: the car is compared with the arrival photos, and any difference shows up right there, on the spot, with you present.
That is why it is worth inspecting the car before leaving the parking lot, not at home. If there is something that was not in the drop-off record, point it out at the front desk when you collect the car — that is how a claim is opened.
What the coverage includes
The Tokio Marine insurance of R$ 1.000.000 per vehicle covers robbery, theft and damage, applies at every location for the whole stay, and is included in the rate. There is no enrollment and no extra amount to have the coverage.
There is one specific case: with valet at the boarding gate, the stretch in which the valet drives the car between the terminal and the parking lot has its own insurance, from Newe, of R$ 700.000. Parked in the spot, the Tokio Marine policy applies.
Do not confuse it with the optional travel insurance, at R$ 19,99: that one covers travel mishaps, such as cancellations and delays, and entitles you to a full refund of the booking — it has nothing to do with the vehicle.
The track record
In more than 20 years of operation, the network's record is zero robberies or thefts, and 100% of claims of any kind were resolved. If you have a question about a specific case, the call center (11) 3017-5808 and the location's WhatsApp are available 24 hours a day.