What happens if there’s damage to the camper?

Your protection package covers many damages, but certain situations and types of damage are generally excluded.

• Damage caused by gross negligence, intentional misconduct, or driving under the influence of alcohol or drugs
• Damage caused by improper use, such as refueling with the wrong fuel type or incorrectly filling tanks
• Damage to excluded vehicle parts, or damage resulting from driving on unauthorized roads or in countries not approved for travel

Don’t worry — if your camper is no longer drivable, we’ll support you through the next steps together with our mobility service provider (e.g. Allianz).

• Secure the accident or breakdown site and document the incident
• Contact the mobility service provider through your roadsurfer account under “Help on the Road”
• In the event of an accident, notify the police and report the damage within 48 hours

If your camper is still drivable despite the damage or accident, you can usually continue your trip — it’s important that the incident is correctly documented and reported.

• Document the damage or accident with photos and videos
• In the event of an accident, always notify the police and submit the accident report within 48 hours in your customer account
• Send all relevant documents through your roadsurfer account under “Help on the Road”

A quick check before returning the vehicle lets you document its condition and avoid follow-up questions later.

• Check the exterior and interior for new damage or excessive dirt
• Take clear photos or videos of the vehicle’s condition
• Report any new damage before or at the time of return, and follow the return guidelines in your customer account

Every damage claim is assessed by comparing the vehicle’s condition as documented at pick-up and at return.

• The vehicle’s condition is recorded with photos and documentation before every rental
• At pick-up, take time to inspect the vehicle, photograph its current condition, and immediately report any undocumented damage on site
• At return, any newly identified damage is compared against the original documentation to determine when it occurred

Compare the invoice with the documentation provided, and contact us if you need further information or have questions.

• Review the damage photos, cost breakdown, and vehicle documentation in your customer account
• Request additional documents if needed, such as expert reports or detailed cost breakdowns
• If you can’t make sense of the invoice, you can dispute it using your own evidence — feel free to upload your photos and videos directly as attachments

If possible damage is identified after return, we review the case carefully and inform you transparently about the outcome.

• Not all damage is immediately visible at return, so some cases are assessed afterward
• Your deposit remains temporarily held during the review
• Once the review is complete, you’ll receive the documentation and, if applicable, an invoice, and you can reach out to us anytime with questions

If you incurred additional costs during your trip or something didn’t go as expected, you can submit your request through the “Claims Portal” in your roadsurfer account

• First contact our support team through the contact section and keep all receipts
• Once we’ve confirmed your reimbursement, submit your request along with all supporting documents through the “Claims Portal” in your customer account (possible up to 7 days after return)
• After submission, we’ll review your case and keep you updated on the status directly in your customer account