What should I do if I have an accident or a breakdown?

If you have an accident, your safety comes first. Move to a safe place if possible, and check that everyone is safe.

• Call the police and complete the accident report form located in your glove compartment, this is mandatory for all accidents.
• Take clear photos and videos of any damage and the accident scene.
• If your campervan cannot be driven, contact roadside assistance immediately (see details below).
• After you’ve received help, send all documents, photos, and the police report to roadsurfer using our contact form. Select “I have an existing booking” and “I am already on the way.”

If you cannot reach roadsurfer support or roadside assistance by phone and you are in a dangerous situation, call the local emergency services (999 in the UK, 911 in the USA).

• For non-life-threatening issues, use the roadsurfer roadside assistance portal or log into your roadsurfer customer account for support options. You can also submit a request through our contact form for assistance.
• If you are unable to resolve your situation, remain in a safe place and continue trying to reach us or the local authorities.

If your campervan breaks down and cannot be driven, contact roadside assistance immediately using the roadsurfer roadside assistance portal or by logging into your roadsurfer customer account and selecting “Help on the Road.”

• During office hours, your call will be directed to roadsurfer support; outside office hours, you will reach the vehicle manufacturer’s mobility service provider directly.
• Have your vehicle information ready (VIN, registration number, model, and your location), you can find these in your glove compartment and in your customer account under “Help on the Road.”
• Take detailed photos and videos of the situation and any damage. If it was an accident, it is mandatory to call the police and complete the accident report located in the glove compartment.
• After receiving assistance, send all documents, photos, and the transaction number from the service provider to roadsurfer using our contact form. Select “I have an existing booking” and “I am already on the way.”

If you’ve sustained minor damage or been in an accident but your campervan is still roadworthy, follow these steps to report it correctly.

• Document the damage as thoroughly as possible with photos and videos. If it was an accident, it is mandatory to call the police and complete the accident report located in the glove compartment.
• Send all documents to roadsurfer via the contact form. Select “I have an existing booking” and “I am already on the way,” then choose the option that best describes your situation.

Have your vehicle details and location ready so assistance can reach you more quickly.

• Vehicle Identification Number (VIN)
• Registration number and vehicle model
• Date of registration, transmission type, and vehicle dimensions (length, width, height, weight)
• Your phone number, email address, number of passengers, and current location
• You can find this information in your vehicle documents in the glove compartment and in your customer account under “Help on the Road.”

If you’re having issues with the camper’s facilities, such as the kitchen, water, or electricity, please check our help centre for troubleshooting advice first.

• Most problems with the living area of the camper are not covered by the external roadside assistance provider.
• Visit our help centre for step-by-step guides on common issues.
• If you still need assistance, contact roadsurfer customer support via our
  

• Send us a message via our contact form.
• You can also find your dedicated telephone number and additional support options in your customer account under “Help on the Road.”

Your dedicated support telephone number is available in your roadsurfer customer account under the “Help on the Road” section once your journey has begun.

• Log in to your roadsurfer account to view your booking details and support contact numbers.

Yes, roadsurfer roadside assistance and customer support are available in both English and German.

• You can request assistance or ask questions in either language when contacting us by telephone or via the contact form.