Put safety first. Stop using the vehicle if it may be unsafe. Contact local emergency services when needed, then call the rental company using your signed agreement.
The rental company is called the supplier on some Airport Van Rental screens. It controls the vehicle, roadside process, repairs, recovery, and replacement after pickup.
Which rental-company rules apply?
Use the document for your stage of the rental:
Before booking: Read the selected offer's Rental Policies.
After booking and before pickup: Check the latest confirmed voucher and its offer-specific rules.
After pickup: Follow the signed rental agreement and the rental company's incident instructions.
For an active incident, local law, emergency services, and the signed rental agreement take priority. This article does not replace the terms you selected or signed.
1. Move to safety when possible
Turn on the hazard lights and move away from traffic only when it is safe and lawful. Do not continue driving if the vehicle may be unsafe.
Call local emergency services when anyone is injured, the location is dangerous, a theft has occurred, or local law requires a report.
2. Contact the rental company
Use the roadside or emergency number on your signed rental agreement, confirmation voucher, key tag, or rental-company paperwork.
Tell the rental company:
Your name and rental agreement number
Your location
What happened
Whether anyone is injured
Whether the vehicle can be driven safely
Whether police or another authority is present
Follow its instructions for towing, repair, recovery, or a replacement vehicle.
3. Do not arrange unauthorized work
Do not authorize repairs, towing, parts, or a replacement vehicle without the rental company’s approval. Immediate safety needs and local law take priority.
Save the name of the person who approved an action and any written confirmation.
4. Record what happened
When it is safe, save:
Photos or video of the vehicle, scene, road, and relevant warning lights
The date, time, and location
Third-party and witness details when applicable
Police or authority report details
Rental-company messages and call notes
Towing, repair, transport, or other receipts
The incident or damage report
The signed agreement and final invoice
Do not publish another person’s details. Share sensitive evidence only through the secure channel requested by the rental company or RentalCover.
5. Contact RentalCover about a claim
The rental company handles the vehicle and rental-company charges. RentalCover handles questions about its policy and claim process.
When you have the records requested for your situation, start a RentalCover claim. RentalCover decides whether an event or amount is eligible under the policy.
For a multi-vehicle incident, review RentalCover’s multi-vehicle claim guidance.
Still need help?
For an active safety issue, contact local emergency services and the rental company first.
Use the RentalCover Help Center for policy or claim questions. If you need an Airport Van Rental booking record, open the Airport Van Rental Help Center and use the chat button. Have your booking number, rental agreement number, location, incident time, and a short summary ready.