Main steps in case of a road accident
- Do not move the vehicle.
- Take video and photos of the damage to the vehicle, the accident scene, the position of other participants and any related objects.
- Call the traffic police.
- Notify the company manager about the incident.
- Complete all accident paperwork with the traffic police officers — hand the originals to the company manager when returning the vehicle or within the deadlines set by the rental agreement.
Detailed accident procedure
Do not change the position of the vehicle or any objects related to the accident. Set up the emergency stop sign and turn on the hazard lights.
Call 112 to report the incident and ask to be connected to the duty desk of the local traffic police department.
IMPORTANT! Decline to file the accident yourself (under the European Protocol / "Europrotokol") even if the traffic police suggest it. Tell them you are the renter of the vehicle and that the owner insists the accident be recorded by authorized traffic police officers. You are entitled to this under clause 285 of Russian Interior Ministry Order No. 664 of 23 August 2017.
Document with photos and video:
- damage to the vehicles (yours and the other parties');
- the position of the vehicles relative to other objects at the accident scene;
- any tracks and items related to the incident.
These materials will help when the incident is reviewed.
Contact the company manager and report the incident. Send video and photos: panoramic shots from every side plus close-up detail shots. Ideally no fewer than 10 photos.
While the accident is being documented, fill out an Explanation for the traffic police. Photograph this document and send the photo to the company manager. Under Article 25.1 of the Russian Code of Administrative Offences you have the right to review all materials of the administrative case. The photos may be needed by the insurance company for its decision on the accident.
Obtain a document from the traffic police confirming the accident. This is usually a Report (Protocol), Ruling (Opredelenie) or Decision (Postanovlenie) — there may be one or several. The document must state the circumstances of the accident and the party at fault. Provide the originals to the manager when returning the vehicle.
When the paperwork is being completed, make sure that:
- all external damage to the vehicle relating to this incident is recorded;
- there are no typos, errors, omissions or discrepancies. Typos in the documents can cause the insurance company to refuse compensation.
If you did not receive the document at the scene, ask the traffic police officers when and where you can collect it. Once received, provide the originals to the manager.
If the accident is being reviewed by a dedicated review group, you must attend at the specified place and time and obtain from the traffic police the documents with the review results. The documents must state the circumstances of the accident and the party at fault. Originals must also be provided to the company manager.
If you undergo a medical sobriety examination, provide the Medical Report. The insurance company needs it to decide on the accident.
IMPORTANT! Refusing the medical examination is treated the same as being under the influence. In that case you pay for all damage caused to the vehicle in full, regardless of whether you were at fault in the accident.
Failure to provide original documents in the required form within the deadlines set by the rental agreement entails full financial liability for damage to the vehicle regardless of your fault.
Damage not resulting from a road accident
If the vehicle is damaged by fire, falling ice or snow, natural disasters, hooligan actions by third parties, or if parts or accessories of the vehicle are stolen, follow the instructions below.
- Do not move the vehicle.
- Report the incident by calling 112 and ask to be connected to the duty desk of the local traffic police department.
- Notify the manager or call our hotline +7 800 444-48-48.
- Photograph and record on video: the damage to the vehicle; its position relative to other objects at the incident scene; any tracks or items related to the incident.
- If necessary, wait at the scene for a representative of our company.
If the vehicle was damaged by unlawful actions of third parties, file a statement with the local police authority. Photograph the statement with the acceptance stamp and obtain a stub-notification. Ask the police officers for the time limits of the review. Receive documents describing the incident and provide them to the company.
If the vehicle was damaged by fire, obtain the incident documents from the fire service: a Fire Report and an Expert Opinion on the cause of the fire (if such an opinion was prepared).
If the vehicle was damaged by weather conditions, obtain the incident documents from the hydrometeorological service: a certificate of the time, place, severity and nature of the weather event, or a resolution declaring a state of emergency.
IMPORTANT! If the Renter has not carried out all the required actions set out in the Insurance Instructions, the Renter shall reimburse the Lessor for the damage caused in full.