FAQ

Answers to frequently asked questions from drivers

Questions

Arrow downMy vehicle isn’t roadworthy - where can I get help?

If your vehicle breaks down or isn’t roadworthy as a result of a technical defect, flat tyre, accident or other damage, call our central driver hotline: +49 211 91358221. You can reach us at any time of the day or night from Germany or abroad. We’ll organise the recovery service, a replacement vehicle and, if necessary, book you into a hotel. 

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Arrow downMy vehicle has been involved in an accident - what should I do?

If your vehicle isn’t roadworthy as a result of an accident, call our central driver hotline: +49 211 91358221. You can reach us at any time of the day or night from Germany or abroad. We’ll coordinate everything else for you.

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Arrow downWhat information about the persons involved in the accident do I have to note down?

Please always note down the registration number, first and surname, complete address and insurance details of the other party, plus the names of any witnesses.

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Arrow downWhen do I have to involve the police?

Please always inform the police if someone is injured, or if there has been vandalism, break-in/theft or damage caused by an unknown third party (hit and run) or the damage occurs outside Germany.

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Arrow downHow do I report an accident/damage incident involving my leased vehicle?

Report the accident or damage in our online portal LeasePlan Online. Follow the further instructions there. You can also report your damage in advance by telephone via our central driver hotline: +49 211 91358221. You can reach us at any time of the day or night from Germany or abroad.

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Arrow downWhat do I have to consider when repairing accident damage?

Never sign a declaration of assignment or cost acceptance confirmation.

Always take the vehicle to one of the repair partner workshops. Please download and complete the “Damage Repair Order” form and hand in the repair order to the repair workshop. If accident damage repairs will cost more than EUR 300 net, the repair workshop must obtain LeasePlan’s approval before commencing work.

Please inform the police in all cases of personal injury, vandalism, burglary/theft, damage caused by unknown third parties (hit and run) or damage abroad.

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Arrow downHow do I authorise a repair order?

Please take your LeasePlan fuel card or your LeasePlan service card to the repair facility with you. It entitles you to have repair work done and the repair facility will then bill us directly. The repair facility will discuss the next steps with us.

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Arrow downI have reported my claim online - what happens now?

Find out what you should do after you have reported your claim on our service page for reporting (accident) claims.

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Arrow downDo I get a rental car while mine is in the repair workshop?

If you need a replacement vehicle while the repairs are being done let the repair facility know when you make the appointment. You can also call our central driver hotline after making the appointment for repairs on: +49 211 91358221 to book a rental car.

Due to the legal obligation to mitigate damage, we would like to inform you that a rental car cannot be driven on weekend days if your vehicle is still roadworthy and operational, because the other party’s insurance company will not pay any costs in that connection.

The average distance driven in the rental car should not be less than 25 km/day. Also, the rental car must be one rental car class lower than the rental car class for your vehicle, otherwise the insurance company is entitled to make deductions.

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Arrow downWhere can I find step-by-step instructions for reporting and repairing (accident) damage?

You can find all the information, telephone numbers, repair partners and forms on our report (accident) damage page.

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Contact central driver hotline

If your leased vehicle is no longer roadworthy, to block your fuel or charge card or to reserve a short-term rental vehicle call our 24/7 central driver hotline on +49 211 91358221 from Germany and abroad.

CALL DRIVER HOTLINE