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

If your campervan is no longer drivable, your safety comes first. Follow these steps immediately:

• Stay safe: set up the warning triangle and put on high-visibility vests (located in the driver’s and passenger doors).
• Document the situation thoroughly with photos and videos.
• You must notify the police in every accident – even if no other vehicle or person is involved. If the police do not come to the scene, you must report the accident to the nearest police station.
• Contact the roadside assistance provider immediately. Your dedicated telephone number can be found in your customer account under “Help on the road”. During office hours, your call is routed to roadsurfer Support. Outside office hours, it is forwarded directly to the vehicle manufacturer’s mobility service provider.
• The mobility service provider only assists with vehicle-related breakdowns and accidents. They cannot help with camping-function issues (e.g., kitchen, water, or electricity).
• You must complete the digital accident report within 48 hours. See the “Digital Accident Report” section below for full instructions.
• After receiving assistance, send all documents – including the transaction number from the mobility service provider – via the Contact section by selecting “I have an existing booking” → “I am already on the way”.

If your campervan is still drivable after an accident or damage, follow these steps to report it properly:

• If necessary, keep yourself safe: set up the warning triangle and wear high-visibility vests.
• Document the situation thoroughly with photos and videos.
• You must notify the police in every accident – even if no other vehicle or person is involved. If the police do not come, you must report the accident to the nearest police station.
• You must complete the digital accident report within 48 hours. See the “Digital Accident Report” section below for full instructions.
• Send all documents via the Contact section by selecting “I have an existing booking” → “I am already on the way”.

You can find the digital accident report in your customer account under “Help on the road”.

• Access it here: Digital accident report.
• You will automatically receive a copy by email after submission.
• The completed report is also available in your customer account under “Documents”.

The report asks for the key details required for insurance processing.

• When and where did the accident happen?
• Who was involved (other vehicles or persons)?
• What happened (brief description)?
• Photos of the damage (uploaded directly in the form).
• Were the police notified (including file number, if available)?
• Once submitted, the report cannot be edited.

The digital accident report must be completed and submitted within 48 hours of the accident.

• You can complete the report directly on your smartphone at the scene.
• Submitting it as soon as possible helps ensure accurate processing.

If you cannot access your customer account or have trouble completing the report, please contact customer service.

• Submit a request here: Contact section.
• roadsurfer will assist you and provide an alternative solution if necessary.