# Lost or damaged the key of your rental car: what will it cost, and is it covered?

> If you lose or damage the key of a rental car, the company can usually charge the cost of a replacement and sometimes extra costs, such as bringing a spare key or recovering the car. Which? found that several rental desk excess waivers do not cover lost or stolen keys, while many separate excess insurance policies include key cover up to a limit. Report a lost key straight away, ask for an itemised bill and check your own policy before you pay.

Updated: 2026-10-22 · Source: https://scratchfair.com/en/knowledge/return/lost-or-damaged-rental-car-key

A key is small, but on a modern rental car it can be one of the most expensive parts to replace. ==A lost or damaged key is often not covered by the damage waiver you bought at the desk, so the bill can land fully on you.== This article explains what a key claim can include, how to check your cover, and what to ask for before you pay.

## Why a rental car key can be expensive

Most rental cars today use a remote key, a smart key or a key card. These usually contain electronics and have to be coded to the car. Replacing one often means ordering a new key and programming it, and sometimes changing the locks or the car's settings so the lost key no longer works.

On top of the key itself, a claim can include other costs. The UK BVRLA Rental Broker Code of Conduct says customers must be told about their financial liability for damage, theft or loss of the vehicle or its keys, and that the maximum liability can include items such as administration fees, loss of use or recovery charges.

| Cost item | What it is | What to ask |
|---|---|---|
| Replacement key | A new key or key card, coded to the car | The supplier invoice, not just a flat amount |
| Programming or locks | Coding the new key, blocking the old one | Whether this was really needed |
| Spare key delivery or towing | Bringing a spare key to you or taking the car to a branch | Distance, time and invoice |
| Loss of use | Income lost while the car could not be rented | Days and daily rate, see below |
| Administration fee | A fee for handling the case | Whether it is in your terms |

## Is a lost key covered by the damage waiver?

Often not. In 2024 Which? compared the excess waivers sold at rental desks and found that several did not include cover for lost or stolen keys. In its 2026 guide to car hire excess insurance, Which? lists key cover at the desk as an optional extra at several large companies. Many separate excess insurance policies, bought from an insurer or a booking site, do include key cover, often up to a set limit per claim.

So there are three places to look:

- **Your rental contract.** Look for keys, key cards or locks in the list of exclusions and in the description of any cover you bought.
- **Your separate excess insurance.** Check the limit for keys and what you need to send to claim.
- **Your travel or credit card insurance.** Some policies mention keys, many do not.

Our guide to [CDW and the excess](https://scratchfair.com/en/knowledge/pick-up/car-rental-insurance-cdw-excess-explained) explains what the standard cover usually includes.

> [!WARNING]
> If you only report a lost key at the end of your rental, you may face extra costs for the days the company could not secure the car. Tell the company as soon as you notice the key is missing.

## 1. Report the loss straight away

Call the rental company's number on the contract or key tag and explain what happened. Ask what it will do, for example send a spare key or collect the car, and what that will cost. Write down the time, the name of the person you spoke to and what was agreed, and follow up by email.

## 2. Report a theft to the police

If the key was stolen, report it to the police and ask for a copy of the report. The French European Consumer Centre advises that in case of theft of the car you should report it and return the keys and papers of the vehicle to the company. That shows how much weight companies give to the key: without it, a theft claim is much harder.

## 3. Ask for an itemised bill

Before you pay, ask for a breakdown with the supplier invoice for the key, the cost of programming or other work, and any other line such as towing or loss of use. A single amount ‘key replacement’ is hard to check. Our [amount check](https://scratchfair.com/en/tools/amount-check) helps you see whether the total looks reasonable.

## 4. Check each line against your contract

Look for the clause that covers keys. Is there a fixed fee for a lost key, or does the company charge actual costs? Are towing and loss of use mentioned? Our [terms check](https://scratchfair.com/en/tools/terms-check) highlights these clauses. Charges not covered by your terms are worth questioning.

## 5. Claim from your own insurance

If you have separate excess insurance or a policy with key cover, send the claim with the rental contract, the itemised bill, proof of payment and, for a theft, the police report. Read [how to claim your excess back](https://scratchfair.com/en/knowledge/credit-card/claim-excess-back-from-insurance).

> [!TIP]
> At pick-up, photograph the key and any key tag with the registration number. If the company later says you returned a different or damaged key, the photo shows what you received.

## What if you find the key again?

It happens: the key turns up in a jacket pocket or a bag after the company has already started on a replacement. Tell the company straight away and return the key as it instructs. Ask which costs have actually been made and which can still be cancelled. If a new key was already ordered and coded, ask for the invoice before you agree to pay for it.

## What about a damaged key?

A key can break, get wet or stop working. If it stops working during the rental, contact the company before you try a fix yourself. A key that fails on its own, for example a dead battery or worn electronics, is not the same as a key you damaged, and you can ask the company to explain why it charges you for it.

## What if the key went missing in a key box return?

If you dropped the key in a key box and the company says it never arrived, you have to show that you returned it. Photos or a short video of the key going into the box, with the time, help a lot. Read [key box returns: who has to prove what](https://scratchfair.com/en/knowledge/return/key-box-return-who-proves-damage).

## Disputing a key charge

If you think the charge is too high or not justified, object in writing, list what you need to see and attach your evidence. Our [letter templates](https://scratchfair.com/en/tools/letter-templates) and the guide on [how to dispute a damage claim](https://scratchfair.com/en/knowledge/dispute/how-to-dispute-a-damage-claim) take you through the steps.

## FAQ

**Does the collision damage waiver cover a lost key?**

Often not. Which? found that several rental desk excess waivers it compared did not include cover for lost or stolen keys, or only as an optional extra. Check the exclusions in your contract and the description of the cover you bought.

**I locked the key in the car. Is that the same as losing it?**

No, but it can still cost money, for example for a call-out. Some separate excess insurance policies also cover lockouts. Call the company's roadside number first and ask what it will cost before you agree.

**The key was stolen together with my bag. What do I do?**

Report the theft to the police and get a copy of the report, and tell the rental company straight away. A stolen key also puts the car at risk, so the company may want to secure or collect the car. Keep all documents for your own insurance claim.

## Sources

- [Which?: Holidaymakers warned about car hire excess waivers (13 June 2024)](https://www.which.co.uk/policy-and-insight/article/which-warns-holidaymakers-to-avoid-rip-off-insurance-excess-waivers-offered-by-car-hire-firms-as-it-finds-them-charging-up-to-12-times-more-than-superior-alternatives-advIY9j0qYJ0)
- [Which?: Best car hire excess insurance (29 April 2026)](https://www.which.co.uk/reviews/car-hire/article/car-hire-advice/car-hire-insurance-aqd1p9P5n1Rs)
- [BVRLA: Rental Broker Code of Conduct (PDF)](https://www.bvrla.co.uk/asset/7A9DC126-71AE-44C3-B39318D4B99C95A7)
- [ECC France: Car rental in Europe (PDF)](https://www.europe-consommateurs.eu/fileadmin/Media/PDF/publications/brochures/Car_rental_in_Europe.pdf)