Accidents, Damages & Lost Keys

This category provides essential guidance on what to do in the unfortunate event of an accident, damage to the vehicle, or loss of keys during your rental period.

Reporting Incidents

I had an accident with one of your cars. What should I do?

In the event of an accident involving one of our cars, it is mandatory to immediately call our Customer Care Department to report the incident and request support. Our agents will guide you through the necessary steps, inform you about the documents you need to obtain (e.g., police report), and together we will determine if the car needs to be replaced, depending on the extent of the damage. If a replacement vehicle is required, you will be provided with all additional details. This also applies to rentals with Klass Total Cover insurance, even when accident-related damage is covered. See our Insurance and Coverage page for details of the protection included.

Damage Claims

I am responsible for additional damage and now my deposit remains blocked. What should I do?

If your deposit remains blocked due to additional damages for which you are responsible, your case will be handled by our Damage Department. You will need to wait a maximum of 20 days for our colleagues to contact you via email with their findings and a proposed solution. We understand that many customers have insurance from other companies, and we strive to resolve damage cases as quickly as possible. All damage cases are processed in chronological order.

Lost Keys

I lost the keys to the car. What do I do?

If you lose the keys to your rental car, please call our Customer Care Department immediately. One of our agents will arrange for a key replacement as soon as possible. Please be aware that a fee will be charged for the replacement keys.