Protect people first. Contact local emergency services when needed, stop using a vehicle that may be unsafe, and call the rental company’s emergency or roadside number immediately.
Check the rules for your rental company: Roadside, incident, repair, towing, and replacement procedures vary. After pickup, follow the emergency instructions and signed rental agreement. Some Airport Van Rental screens call the rental company the supplier.
Take these steps now
Move to safety if you can do so lawfully and without creating more danger.
Call local emergency services for injuries, fire, theft, immediate danger, or whenever a report is required.
Do not keep driving if the vehicle may be unsafe or a warning tells you to stop.
Call the rental company using the emergency or roadside number on the signed rental agreement or voucher.
Follow the rental company’s instructions before arranging a repair, tow, replacement vehicle, or other service.
If you cannot reach the rental company, remain in a safe, staffed place when possible and contact Airport Van Rental for booking support and escalation. Airport Van Rental cannot provide mechanical or emergency instructions.
Document what happened
Save accurate records without putting yourself or anyone else at risk.
Evidence checklist
Date, time, and exact location
Road, traffic, and weather conditions
Photos or video of the vehicle position and visible damage
Dashboard warnings or error messages
Other vehicle and driver details where lawfully required
Witness contact details, when available
Emergency-service, police, incident, or report number
Tow-company details
Rental company instructions and call records
Receipts and written approvals
Do not publish another person's personal information. Share sensitive incident records only through secure channels requested by the rental company, authorities, or RentalCover.
Exchange information required by local rules, but do not admit liability or promise payment.
Do not approve work without the rental company
Do not arrange repairs, tires, batteries, towing, lodging, or replacement transport unless the rental company authorizes it, except when emergency services direct an immediate safety action. Keep every receipt and written approval; reimbursement is not guaranteed.
If you purchased protection
Review the notice and evidence requirements in your protection documents.
RentalCover: Contact RentalCover for its policy and claim process.
Rental company waiver or protection: Follow the rental company’s requirements in the signed rental agreement.
RentalCover does not operate the vehicle, provide roadside assistance, or replace the rental company’s emergency process.
Quick links
Still need help?
For an active emergency, contact local emergency services and the rental company first. Contact RentalCover about a RentalCover policy or claim. Contact Airport Van Rental after immediate safety steps are underway if you need booking records or help escalating an unresolved rental company contact problem.