First things first: if anyone is hurt or in danger, call 112 right away. Everything else can wait. Cars get fixed.

The first few minutes

Stop safely. Hazard lights on, put on the vest, set out the warning triangle. Get clear of traffic if you need to.
Check everyone is okay. You, your passengers, anyone else involved.
Call the police (100) when you should. You need a report if anyone is injured, if another vehicle is involved and you disagree about fault, or if the damage is serious. Keep the incident report number.

Why the police matter: If a case needs a police report and one isn't filed in time, the car's insurance coverage may not apply. When in doubt, call them.

Gather the details before you leave

What you capture now saves you from disputes later. You don't need to become an expert. Just record these:

Photos of the damage to the car, close up and from a distance.
Photos of the whole scene: where the vehicles are, the road, signs.
If another vehicle is involved: plates, driver details, their insurance details.
If you filled in an accident statement or got a police report, photograph it.
Name and phone number of any witnesses.

Short on time? Shoot the damage and the plates first. Those are the two you'll definitely want.

Tell the Host

Once you're safe and you have the details, tell the Host (the car's owner) first, through the Sync app on the booking page. It's their car and they'll want to know what happened.

Keep all communication inside the app. If a disagreement comes up later, our team can only see what was written in Sync, and that's what can back you up.

Don't get the car repaired on your own. Even if you want to help, don't take the car to a garage or agree to a repair cost before talking to us. The insurance needs to approve the damage first, otherwise coverage can be lost.

What happens with the cost of the damage

Here's the part that worries most people: nothing is charged to your card automatically after an accident. We don't hold a deposit at booking, so there's no amount sitting there for us to take.

Whether you're asked to cover any cost mostly comes down to one thing: whether you chose a protection plan at booking.

With a protection plan: we take on your financial responsibility for the damage, under the terms of the plan.
Without a protection plan: the provider can request compensation after the booking ends. You may be asked to cover the cost of the documented damage.

Either way, the provider doesn't charge you directly. They submit a request to Sync with photos and a cost estimate, our team reviews it, and we contact you before any charge. You get to see the documentation and respond.

All the detail on what's covered, what isn't, and how the compensation process works is in the Damage protection article.

Common questions

Can I keep driving after the accident?

Only if the car is safe to drive and legally roadworthy. If you have the slightest doubt, don't drive it. Get in touch and we'll sort out what happens with the rest of your booking.

What if the other driver is at fault?

This is exactly why gathering the details at the scene matters, especially the other vehicle's insurance and plates. Let us know and we'll guide you through it.

How quickly do I need to report it?

The sooner the better, ideally the same day. A late report can make insurance coverage harder.

It's a tiny scratch. Do I still report it?

Not immediately, but in the end of your trip. Report any damage, however small it looks, and photograph it. It's always better for the provider to hear it from you than to find it at drop-off.