Damage, accidents and theft

Tell us as soon as you notice it, however small it looks. That applies whether somebody hit the car while it was parked or you caught something yourself while manoeuvring. Reporting it straight away is what keeps your protection plan working for you.

Do this first

1. Photograph the damage from several angles, plus a wider shot showing where the car is
2. Note the date, time and exact location, and what happened
3. If another vehicle is involved, get the plate, the name and the insurer of the other party
4. Get in touch with your reservation number and send us the photos

Do the police need to be involved?

For any accident, damage, theft or break-in, call the police immediately and obtain an official report, then contact ETERNAL and photograph the scene. Without the required report, contractual protection or liability reduction may not apply.

Never: arrange a repair yourself. Repairs we did not authorise are not reimbursed and can cost you your protection cover entirely.

People first, then the scene, then us. Make sure nobody is hurt, make the scene safe, and call 112 if anyone needs help. Once that is done, call ETERNAL roadside assistance on the number in your rental agreement — we are reachable at any hour.

At the scene

1. Check on everyone involved and call 112 if anybody is injured
2. Make the scene safe — hazard lights on, warning triangle out
3. Call the police and write down the report number they give you
4. Call us on the number in your rental agreement and we take it from there

Have this ready when you call

• Your reservation number and the registration plate of the car
• The date, time, exact location and a short description of what happened
• Photos of the damage, the scene and any other vehicle involved
• Names, addresses, plates and insurance details of everyone involved, plus any witnesses
• The police report number

What we do next

We arrange recovery and repair through our own partners, and a replacement vehicle where one is available, so you can carry on with your trip. What you pay towards the damage itself depends on the protection plan you chose.

Call the police first and get a case number, then call us on the number in your rental agreement. We arrange recovery and, where one is available, a replacement vehicle.

Step by step

1. Call the police and ask for an incident report number
2. If you can, leave everything as it is until they have seen the scene
3. Call us with your reservation number, the location and what happened

What to document

• Photos of the inside and outside, including broken glass or damaged locks
• A list of anything missing or damaged
• The police report number and the details of the officers who attended

Please note: your own belongings are never covered by any protection plan. The plan covers the car — a laptop or a bag taken from it is a matter for your own insurance.

Call us straight away with the address and phone number of the yard holding the car. We collect it ourselves — you cannot release it, because the car is registered to us and the paperwork has to be done in our name.

Have this ready when you call

• The address and phone number of the impound yard
• The date, time and reason for the impoundment, if you know it
• Your reservation number and the registration plate

What it costs

The fine, the towing and the storage fees are yours as the renter — they are the consequence of how the car was parked or driven, and no protection plan covers them.

Once the car is back with us we will let you know whether it can go back out to you, or whether a replacement is the faster way to get you moving.

No, and it is worth understanding why. Call ETERNAL roadside assistance on the number in your rental agreement and we arrange whatever the car needs, at any hour.

Why it matters so much

• A repair we did not authorise is not reimbursed, whatever it cost you
• It can void your protection cover for the damage entirely, leaving you liable for the full repair
• Only workshops we work with may touch the car

What to do instead

1. Stop driving if the fault affects safety, and park somewhere safe
2. Call us on the number in your rental agreement
3. We arrange an inspection, a repair, or a replacement vehicle where one is available

Good to know: ETERNAL arranges roadside assistance for a mechanical fault not caused by the renter. Any charge and any replacement or continuation arrangement follow the signed agreement; indirect travel or accommodation losses are not promised.

Call the police immediately and get a report number, then call us on the number in your rental agreement. Do both as soon as you realise — a theft reported late is much harder to resolve for everyone.

Step by step

1. Call the police and ask for the incident report number
2. Call us with your reservation number, the location, the time and what happened
3. Keep every document safe — the report, your rental agreement and any correspondence

Have this ready when you call

• Your reservation number and the registration plate
• The police report number
• Your ID or passport
• Where the keys are — this matters, so say so plainly either way

What happens next

We arrange a replacement vehicle where one is available so your trip can continue, and we handle the claim from our side. What you pay towards the theft depends on the protection plan you chose — with no extra protection you are liable up to the full value of the car, which is exactly the situation a plan exists to prevent.