If you purchased car rental protection through Klook, it is important to understand the difference between your responsibility to Sunrise Rent a Car and the insurance benefits that may be available to you through Klook / AXA.
Insurance terminology can be confusing. Terms such as Excess, Deductible, Claim Limit, CDW and NOC are often shown together in a booking, even though they may refer to different contracts and different responsibilities.
This page explains these terms in simple language so that you know what may happen if the rental vehicle is damaged, stolen or involved in an accident.
Your rental agreement determines your responsibilities to Sunrise Rent a Car if the vehicle is damaged, involved in an accident, requires repair, becomes unavailable for rental, or incurs other applicable charges.
The amount payable to Sunrise is determined according to the rental agreement, the circumstances of the incident and any applicable vehicle insurance or protection included in the rental.
If you purchased Klook Car Rental Protection, you may have additional insurance benefits provided by AXA.
After an eligible expense is incurred, you may submit a claim with the required documents. AXA determines whether the claim is covered and how much is payable according to the policy applicable to your booking.
Having insurance protection through Klook does not automatically cancel, reduce or replace an amount payable to Sunrise under the rental agreement.
Likewise, an amount charged by Sunrise does not mean that AXA will necessarily reimburse the same amount. Insurance reimbursement is separately assessed according to the applicable policy.
This is one of the most commonly misunderstood parts of rental car protection.
Your Klook booking may show an insurance excess or deductible of ¥0. This information describes the protection available under the booking and should not, by itself, be interpreted as meaning that the rental company has waived all customer responsibility for vehicle damage.
This information combines different layers of protection. The rental vehicle may be covered by insurance arranged by the rental company, while AXA provides separate protection for an eligible excess or deductible.
The ¥0 excess shown in the Klook protection details is therefore not, by itself, a statement that Sunrise can never charge the customer for damage.
Klook protection details may display benefits for windows, tyres, mirrors, chassis, incorrect fuel, NOC, roadside assistance and other expenses. These benefits may have a Claim Limit.
A claim limit belongs to the insurance protection. It is not a price list for vehicle damage and it does not automatically limit your responsibility under the Sunrise rental agreement.
Suppose a stone hits the vehicle while you are driving and the window must be replaced at a cost of ¥240,000.
If the amount payable under your rental agreement is ¥240,000, an insurance claim limit higher than ¥240,000 does not change the repair invoice to a different amount.
You pay the amount that is due to Sunrise. Sunrise can provide the relevant payment and damage documentation. You may then submit the expense to Klook / AXA for consideration under your protection.
Whether the full amount, part of the amount or no amount is reimbursed depends on the policy applicable to your booking, its limits, conditions, exclusions and the insurer's claim assessment.
Your Klook booking may show a specific claim limit for expenses related to incorrect fuel.
The insurance claim limit does not mean that the customer's maximum responsibility to Sunrise is ¥24,000.
If the applicable amount under the rental agreement is ¥150,000, that amount and the insurance benefit are considered separately. The customer may submit an insurance claim, and the insurer determines the eligible benefit according to the applicable policy.
Damage cost is the actual cost or liability arising from the rental incident.
Claim limit is the maximum amount an insurance benefit may provide, subject to the applicable policy.
These amounts are not necessarily the same.
Klook / AXA protection may include benefits relating to vehicle components such as glass, windows, mirrors, wheels, tyres, chassis, roof and lighting. The exact protection depends on the policy applicable to your reservation.
If an eligible vehicle component is damaged, Sunrise first applies the rental agreement and determines the amount payable by the customer.
The customer may then use the receipt, repair information and other supporting documents to submit a claim under the Klook / AXA protection.
NOC (Non-Operation Charge) is compensation charged when a rental vehicle cannot be used normally for business because it requires repair, cleaning or other recovery following an incident.
Your Klook / AXA protection may include a separate benefit for NOC. If your booking shows an NOC claim limit, that amount describes the insurance benefit available under that protection.
It does not automatically cancel an NOC that is payable to Sunrise under the rental agreement.
When offered and purchased, Sunrise CDW is part of the rental arrangement with Sunrise and may reduce or limit certain customer liabilities according to the applicable Sunrise CDW terms.
It directly affects the relationship between the customer and Sunrise because it forms part of the rental arrangement.
Klook / AXA protection is separate insurance protection purchased through the platform.
It may provide reimbursement for eligible expenses incurred by the insured customer, subject to the applicable limits, conditions and exclusions.
You may already have protection for several rental-related risks. Additional Sunrise CDW is a separate product and should not be assumed to be the same protection.
Please review the protection included with your booking and the applicable rental conditions before deciding whether any additional protection offered by Sunrise is appropriate for your rental.
Follow the rental agreement, contact Sunrise promptly and report the incident to the police or other authorities when required.
The customer's responsibility is determined according to the rental agreement, the circumstances of the incident and any applicable vehicle insurance or protection.
Sunrise provides relevant payment documentation and, when available and applicable, supporting information concerning the damage or incident.
If Klook / AXA protection was purchased, the insured customer submits the required documents according to the claim procedure applicable to the booking.
AXA determines whether the expense is eligible and the amount payable according to the customer's policy, limits, conditions and exclusions.
Generally, no. The rental agreement is between the customer and Sunrise, while the Klook / AXA protection is a separate insurance arrangement.
The AXA policy wording reviewed by Sunrise states that insurance benefits are payable to the insured person. Customers should therefore follow the claim procedure provided with their own Klook protection.
| Term | Simple Explanation |
|---|---|
| Excess / Deductible | An amount associated with an insurance claim that may remain payable by the insured person. Additional protection may reimburse an eligible excess. |
| Excess ¥0 | A protection result shown by the platform. It should not automatically be interpreted as “I can never owe the rental company anything.” |
| Claim Limit | The maximum benefit available for a particular insurance coverage. It is not necessarily the customer's maximum liability to Sunrise. |
| CDW | Collision Damage Waiver. The exact meaning and effect depend on who provides it and the terms attached to it. Sunrise CDW and protection purchased through a booking platform should not automatically be treated as the same product. |
| NOC | Non-Operation Charge. Compensation related to the period when a damaged or affected rental vehicle cannot be used normally for rental business. |
| Reimbursement | Money an insurer may pay to the insured customer after an eligible expense and successful claim. Reimbursement is subject to the insurance policy and is not guaranteed by Sunrise. |
Insurance limits, deductibles, customer contributions and other amounts may be defined in a base currency under the Klook / AXA policy applicable to your booking and then displayed or converted into Japanese yen.
Because currency exchange rates change, the Japanese yen equivalent of an insurance limit may also change.
A JPY amount displayed in one booking should therefore not be assumed to be a permanent JPY limit for every customer or every reservation.
A policy may define an insurance benefit in its contractual base currency, while your Klook booking displays a converted amount in Japanese yen.
If the exchange rate changes, the JPY amount shown for the same base currency amount may also be different.
The applicable exchange rate, conversion method and insurance settlement are determined according to the terms applicable to your Klook / AXA protection. Sunrise does not determine the exchange rate used for an AXA insurance benefit.
Klook / AXA protection products, policy versions, currencies, limits, conditions and exclusions may change. They may also differ depending on the booking, customer, market or protection product.
Examples on this page are provided to explain how rental responsibility and external insurance protection work. They do not replace your own Klook Protection Details, Policy Schedule, Policy Wording or Sunrise rental agreement.
If a limit or condition shown on this page differs from the documents issued for your booking, refer to the documents applicable to your individual reservation.
Insurance claims are subject to the conditions of the applicable policy. Depending on the policy and incident, requirements may include promptly reporting an accident to the police or appropriate local authority, possessing a valid driving licence, complying with the rental agreement, providing receipts and supporting documents, and submitting the claim within the required period.
Sunrise can provide relevant rental, payment and incident documentation when applicable. However, Sunrise is not the insurer and does not decide whether an AXA claim is accepted, rejected or partially reimbursed.
The final insurance decision is made according to the policy applicable to the insured customer's booking.
For complete insurance terms, limits, conditions and exclusions, please refer to the official AXA policy wording applicable to your protection.
AXA — Klook Car Rental Protection Policy Wording (STJ1025_KLOOK / W-H922)
Reference reviewed by Sunrise: STJ1025_KLOOK (W-H922). This reference may be updated or replaced by AXA. Customers should always check the policy documents and Protection Details provided with their own Klook reservation.
Klook and AXA may update their protection products, policy wording, benefit limits, currencies, claim procedures or other conditions. Sunrise may update this explanatory page when new information becomes available, but this page is not a substitute for the insurance documents issued to the customer.
Last reviewed: September 18, 2026
