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

At Europcar, your safety and mobility are our top priority. We provide 24/7 emergency roadside assistance through our dedicated partners. If you experience a breakdown, accident, or damage to glass or tyres, here’s what to do:

Europcar Assistance Express

If you purchased the Europcar Assistance Express product at the time of pick-up, please call:

• 0800 028 0999
• Select Option 2

This will connect you directly to the Assistance Express line for priority handling.

If you have not purchased Assistance Express, please follow the guidance below.

In Case of a Breakdown:

1. Contact Roadside Assistance

If your Europcar rental vehicle breaks down, contact The AA Roadside Assistance immediately:

• 0800 072 4792 (UK only)

Please have your rental agreement number or vehicle registration number ready when speaking with the call handler.

2. Assistance & Response Time

• The AA call handler will arrange for one of our breakdown recovery partners to assist you.
• Response times may vary, especially during peak periods or adverse weather conditions.

3. What Will Happen Next

• The recovery partner will assess the fault and attempt to repair the vehicle at the roadside.
• If the vehicle cannot be repaired:
  
• It will be recovered and taken to a safe location.
• Transportation will be arranged for you and your passengers.
• If a replacement vehicle is required, the recovery partner will provide the contact details for the closest station for you to arrange as a priority.

4. Important Note

To get you back on the road as quickly as possible, the replacement vehicle provided may not be the same model or specification as your original rental.

In Case of an Accident:

1. Contact First Call Assist

If you are involved in an accident, contact Europcar First Call Assist as soon as it is safe to do so:

• 0800 028 0999
• Select Option 1

Have your rental agreement number or vehicle registration number ready. The call handler will complete an accident report with you. Please provide:

• Contact details and registration numbers of any third-party driver(s)
• Details of any injuries to yourself and/or other parties
• Photographs of the accident/incident scene

The call handler will also:

• Arrange recovery of the Europcar vehicle if required
• Pass a replacement vehicle request to the rental station (subject to approval and availability – the replacement may not be the same model as your original vehicle)

2. Important Recommendations

• Do not admit or accept liability for the accident at the scene.
• Provide all accident details and photographs to First Call Assist.
• Exchange details: obtain the contact information and vehicle registration of any other driver(s).
• Incident Card: You’ll find this in the glove compartment of the vehicle. Please provide it to the other party involved, along with your Europcar vehicle registration number.

3. Third-Party Accidents

• If another party is involved, you may initially be responsible for costs until they accept full liability.
• If you have purchased Excess Waiver or Reduction Products from a third party provider you may be able to reclaim the excess. However, these do not remove your responsibility for the damage at the outset.
• The Europcar First Call Assist number and your Europcar vehicle registration can also be provided to the third party.

4. Claims Process

If a third-party claim is received, you may be contacted by a claim handler for further details. It is a requirement of our insurance policy that you provide full cooperation during this process.

In Case of Glass or Windscreen Damage

Important Note

If the damage makes the vehicle unsafe to drive (e.g. a smashed windscreen), do not continue your journey. Contact the Europcar Glass Line immediately for assistance.

1. Contact the Europcar Glass Line

If your vehicle’s windscreen or windows are cracked or smashed, and it is safe to do so, contact the Europcar Glass Line (in association with Autoglass):

• 0800 028 0999
• Select option 3

Please have your vehicle registration number and your current location ready to share with the call handler.

2. What Will Happen Next

• The call handler will arrange for repair or replacement of the windscreen/glass.
• During busy periods or adverse weather, response times may be longer than usual.
• Alternatively, you can choose to book the vehicle in for repair at a time and location convenient to you during your rental period.
• If the vehicle is deemed unsafe to drive then they will refer you to the breakdown provided to arrange recovery.

In Case of Tyre Replacement or a Flat Tyre

Important Note

Rental vehicles do not carry spare tyres, as they are not provided by the manufacturer.

If you are in a dangerous location (e.g. on a motorway), contact our Breakdown Recovery provider or the local police, who will arrange for you to be moved to a safe location before tyre assistance is organised.

Please have your vehicle registration number and either your rental agreement number or account reference number ready to provide.

2. Service Options

You have two options to arrange assistance for tyre repair or replacement:

Option 1 - Online Booking

Book a future appointment for tyre repair or replacement via: https://www.kwik-fit.com/fleet-bookings

Option 2 - Call the Tyre Line

Contact the Europcar Tyre Line (in association with Kwik Fit)

• 0800 028 0999
• Select option 4

Who will be able to arrange the following assistance:

1. Arrange a tyre replacement at your nearest Kwik Fit centre.
2. Book Kwik Fit Mobile Fitting to attend your chosen location.
3. Request a Kwik Fit Emergency Call Out (subject to Kwik Fit’s Emergency Call Out charge).
1. By selecting option 3, you are agreeing to pay this charge. The cost will be confirmed within your claim pack.

3. What Will Happen Next

• Kwik Fit will attend to repair or replace the tyre.
• If roadside assistance is required in a hazardous location, Kwik Fit will coordinate with Breakdown Recovery or local police first to ensure your safety.
• Once safe, onward mobility or replacement arrangements will be made as necessary.
  

For more details on our damage policy, excess charges, and the tariff guide, please refer to the UK Terms & Conditions and Damage Management Policy available on our website.

We’re committed to ensuring your safety and providing the best service throughout your rental experience. If you need further assistance, don’t hesitate to contact us.