Tracking an incident report

Article updated on 22/06/2022

In the event of an incident, your file will be handled throughout the process by a dedicated incident manager, who will be there to guide you and answer your questions.

Managing an incident often requires a lot of information from both parties. Your manager will keep you informed about any new information, and contact you if any documents are missing.

It can take up to 48 hours to process your claims form. The insurance procedure can take a while, but you should hear from us within 10 working days. If not, always remember to check your spam box! These waiting periods can be slightly longer in busier periods, like the summer holidays.

You can follow an ongoing claims case on the corresponding incident page:

  1. Log in via the website. (The incident page isn’t available on the app for now.)
  2. Go to “Your Rentals” and select the relevant one from your list of ended rentals.
  3. Click on “Incident report #XXXXX”
  4. If you don’t find your answer there, click on “contact us” at the bottom of the page.
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