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What do I do if I have an accident, or if the RV breaks down or gets damaged?

Please check the help center for camping functionality issues, as the external mobility service provider (e.g. VW) cannot help.

Assistance in the event of reduced mobility

If your camper is no longer roadworthy, we are supported by the mobility service provider of your vehicle manufacturer (e.g. VW). All calls will be automatically directed to roadsurfer customer service when our offices are open. If our offices are closed, your call will be directly routed to the mobility service provider.

What are the next steps?

Document the breakdown as detailed as possible (with photos and videos).
In case of an accident it is mandatory that you call the police and fill out the accident report which is located in the glove compartment.

The mobility service provider is available 24/7 and offers support in both German and English. You can find the phone number and all other information in your customer account under “Help on the Road”. Alternatively, you can find more information for help on the road here. Please note that this information will only be displayed once you have started your journey. To assist you, here are the questions they will ask. You can find this information in the vehicle documents in the glove compartment and in your customer account under “Help on the Road”:

  • Vehicle Identification Number (VIN):
  • Plate number:
  • Vehicle model:
  • Date of registration:
  • Weight:
  • Length:
  • Height:
  • Width:
  • Manual or automatic transmission:
  • Your telephone number and e-mail address:
  • Number of passengers in the vehicle:
  • Your location:

3. Lastly, you will need to send us all documents, including the transaction number of the mobility service provider, via our contact form. Select “I have an existing booking” & “I am already on the way” and select the option that best applies to your situation.

Assistance in case of damage or accident, but your camper is still drivable

You experienced minor damage or an accident, but you are confident that your camper is roadworthy?

What are the next steps?

1. Document the breakdown as detailed as possible (with photos and videos). In case of an accident it is mandatory that you call the police and fill out the accident report which is located in the glove compartment.

2. Send us all documents via the contact form. Select “I have an existing booking” & “I am already on the way” and select the option that best applies to your situation.

You want to talk to roadsurfer support? You are welcome to send us a message via our contact form or find your dedicated telephone number in your customer account under “Help on the Road”.

Have More Questions?

Visit the Help Center