What happens if your campervan is damaged?

Your protection package covers a wide range of damage, but some situations and types of damage are excluded as standard.

• Damage caused by gross negligence, deliberate misconduct, or driving under the influence of alcohol or drugs
• Damage resulting from improper use of the vehicle, such as misfuelling or incorrectly filling tanks
• Damage to excluded vehicle components, or damage caused while driving on unauthorised roads or in countries not approved under the rental agreement

Don’t worry – if your campervan is no longer roadworthy, we’ll support you through the next steps together with our roadside assistance partner.

• Ensure the scene of the accident or breakdown is safe and document the incident
• Contact the roadside assistance provider via your roadsurfer customer account under “Help on the Road”
• If you’ve been involved in an accident, notify the police and report the damage within 48 hours

If your campervan is still roadworthy despite damage or an accident, you can usually continue your journey – it’s important that the incident is properly documented and reported.

• Document the damage or accident with photos and videos
• If an accident has occurred, always contact the police and submit the accident report via your customer account within 48 hours
• Upload all relevant documents through your roadsurfer customer account under “Help on the Road”

A quick inspection before returning the vehicle helps you document its condition and avoid any follow-up questions later on.

• Check the exterior and interior for any new damage or soiling
• Take clear photos or videos showing the overall condition of the vehicle
• Report any new damage before or at handover and follow the return instructions in your customer account

Each damage case is assessed by comparing the documented condition of the vehicle at pick-up and at return.

• The condition of the vehicle is recorded before every rental using photos and documentation
• At pick-up, you should carefully inspect the vehicle, take photos of its condition, and immediately report any unrecorded damage on site
• At return, any newly identified damage is compared against the original documentation to determine when it occurred

Compare your invoice with the supporting documents provided and contact us if you need any further information or have any questions.

• Review the damage photos, cost breakdown, and vehicle documentation in your customer account
• If needed, request additional documents such as expert reports or a more detailed cost breakdown
• If you cannot follow the invoice, you may submit a dispute with your own evidence. Feel free to upload your photos and videos directly as attachments

If potential damage is identified after the vehicle has been returned, we will investigate the matter carefully and keep you informed throughout the process.

• Not all damage is immediately visible at the time of return and may therefore only be assessed afterwards.
• While the investigation is ongoing, your security deposit will be held temporarily.
• Once the review has been completed, you will receive the relevant documentation and, where applicable, an invoice. If you have any questions, you are welcome to contact us at any time.

If you incurred additional expenses during your trip or if something did not go as expected, you can submit your request via the “Claims Portal” in your roadsurfer customer account.

• Please contact our support team first via the contact section and keep all receipts and supporting documents.
• Once the reimbursement has been approved by us, submit your claim together with all supporting evidence via the “Claims Portal” in your customer account (up to 7 days after vehicle return).
• After submission, we will review your case and keep you updated on its status directly in your customer account.