Reporting an accident or damage

Article updated on 02/12/2022

If your vehicle is involved in an incident during a Getaround rental, you have 2 days to report the incident at the end of the rental. Take a look at our article about the difference between wear and tear, and damage.

If the damage report indicates a friendly resolution, option A, please note that Getaround won't be able to intervene.

Online reporting

The whole reporting process takes place online via your web browser (not the mobile app) by going to Your Rentals > [Relevant rental] > Report an incident.

Our claims management department cannot open claim files by phone: the file is opened when you report the incident online.

File processing

You will receive a confirmation email indicating that your report has been submitted. We will inform you about the processing of your file once your claim has been validated or once we have heard back from our insurer, if applicable. (Getaround will handle any claims under the value of £5000 internally, anything above this will be declared to our insurance Aioi Nissay Dowa Europe.)

Be careful - an incomplete file will slow down our processing time: you can speed up the processing of your file by attaching all available documents when you first submit your report (clear damage photos, signed damage report, signed rental agreement, vehicle registration certificate, etc.).

We will respond within 10 working days to inform you of the status of your file, and any steps to be taken regarding your vehicle.

Vehicle repairs

Depending on your file, we will offer one of the following two solutions:

  • Expert assessment: the damage photos will be sent to our remote expertise partner for appraisal.
  • Repair by a third-party mechanic: For exceptional cases, such as flat tyres, mechanical faults or elements that affect the safety of the vehicle, we will ask you to obtain a quote from a mechanic of your choice and send it to us for validation. Once the quote has been approved, the mechanic can proceed with the repairs.

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**Please note: if you are requested to provide a quote, it needs to be from a valid garage. The quote also needs to include the garage’s full information, repair elements and a breakdown of costs into parts, labour and VAT (if applicable). If you submit a quote with missing elements, this will delay the processing of your claim.

Photographing Damages

When you're reporting an incident, it's important to attach clear and precise pictures of the damage on your car. This will allow us to process your claim more quickly.

The pictures can be taken from a camera or a smartphone.

The photos need to be taken head-on, so the damage is clear on the picture.

For each damage on the car, you need to take:

  • a picture from a distance (approximately 1.5 meters), so we can see the damage is located on the car
  • a close up picture (approximately 30cm) so we can see the details

Here are some examples of damage pictures:

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Here are 3 things to avoid when taking damage pictures:

  • reflections in the pictures
  • dark photos
  • blurry images

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The clearer the pictures, the faster our team will be able to assist you.

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