Accident management

We're there for you, even at the worst times

However careful you are when driving, accidents do happen. To keep this problem to a minimum, it is essential to know how to act in these situations.

  1. car-damageWhat types of incident are there?

    There are two types of incident: the isolated incident, which does not involve any third parties, and an incident involving third parties. The way in which notification is made is important so that the insurer can sort out the incident speedily and assertively.

  2. contact-documentHow do I notify an incident?

    Incidents are usually notified by means of the Mutual Statement of Automobile Accident. Although this is a document drawn up so that drivers involved in an incident with third parties can reach an amicable arrangement about liability, it is also used for isolated incidents.

Don’t forget to provide photos!

Don’t forget to provide photos!

Besides completing the form, or even if there is an amicable agreement between the parties involved, it is always important to take photos of the accident site.

Photos showing the position of the cars on the road, the type of road, the signs in place, the damage caused and the identification of the vehicles by their registration plates may, in many cases, help to resolve and clarify any potential dispute about liability between the insurance companies.

And the authorities can help

And the authorities can help

In an accident, the intervention of the police authorities is always recommended when the participants are unable to reach an agreement. This being the case, the drivers will probably provide contradictory versions to their insurers. If so, aspects such as road measurements or an analysis of the accident site by the authorities may help to settle the dispute.

The witnesses, if there are any, must also be referred to and identified to the authorities. The presence of the authorities is also vital in case one of the vehicles involved does not have valid insurance or a driver does not have valid documents.

Assessment

Assessment is essential for appraising the damage and estimating the value of the repair. Based on the loss adjustment, a report is drawn up in which an agreement is signed by the loss adjuster and the workshop about the intervention required for the car.

When insurance is contracted with Ayvens, you have the following options available for damage assessment:

Sending of photos to assessment

After the incident, if the car is circulating with only some minor damage and if the town/city for repair is Lisbon or Oporto, the loss adjustment and damage appraisal may be carried out using photos. After commencing the incident file procedure, the customer is contacted by Ayvens via SMS on the mobile phone with a link, where can send the photos that prove the car condition and make it possible to assess the damage. After the information is submitted, you must wait for contact from Ayvens or the workshop to schedule the repair.

See below how it works in just 3 steps:

1. Receive an SMS with a link

By clicking, you will be redirected to the Ayvens photo-tool, where you can submit all data in an easy and detailed way.

Peritagem por fotografia Passo 1

2. Take a photo from each angle

You can take it out at the moment, using the auxiliary “mask”, or attach existing photos. Just align the vehicle in the image.

3. Complete with additional information

You can add other photos of the damage, the vehicle's quadrant with the kilometers, the chassis number and the preferred location for repair.

At the workshop:

Assessment in person without a scheduled time

The driver books the day of the loss adjustment directly with Ayvens. On that day, the driver must leave his/her car at the selected workshop at its opening time. The loss adjuster, designated by Ayvens, shall proceed to the workshop to carry out the loss adjustment. As soon as the loss adjustment has been completed, the driver is notified to pick up his/her car.

Drive-In Assessment

This service is available at some workshops. The driver books directly with Ayvens the most suitable day to go to the workshop. Depending on the workshop, you may opt for the morning opening hours (from 8.30 a.m. to 11.30 a.m.) or the afternoon hours (from 2 p.m. to 5 p.m.). After choosing the period of the day, the customer may go to the workshop, wait no longer than 30 minutes and the loss adjustment will be carried out. This is because during this time period the loss adjuster is already at the workshop.

Photo-Assessment at the workshop

This service is also available at some workshops. The driver books directly with Ayvens the most suitable day to go to the workshop. Depending on the workshop, you may opt for the morning opening hours (from 8.30 a.m. to 12.00 p.m.) or the afternoon hours (from 2 p.m. to 5 p.m.). The workshop has a mechanism system integrated with the loss adjuster which allows damage appraisal using photos.

And last but not least, the repair!

  1. car-sedanThere's always a solution.

    The follow-up of the whole repair process at the workshop by Ayvens is what sets this service apart from a traditional insurer. From the day of the loss adjustment until the end of the repair, customers and drivers are given continuous feedback about the car repair status.

    At a time when there are increasing difficulties getting parts by car manufacturers or workshops with less resources, delays in repairs are more frequent which may result in customer or driver dissatisfaction. So when the driver is informed about every step of his/her repair process, he/she will feel they have been properly cared for.

    What’s more Ayvens has a specialised team for monitoring and witnessing, at the workshop, all the steps and looking for solutions to avoid any delays in repair.

Ayvens

It is always by your side. Even in the most difficult moments.

  • Constant repair monitoring at the workshop (Ayvens collision Center).
  • The customer can pick up the car free of charge at the workshop, depending on what is contractually agreed. It is then up to Ayvens to subsequently settle accounts with the customer.
  • If the liability of the other driver involved in the claim is expected, the amount of the deductible will not be charged to the customer. After the accountability clearance process, and as soon as the other party takes responsibility, it is resolved. Without any intermediate cost to the customer.

Market

As traditional insurers usually do.

  • The traditional insurer only activates the policy to pay the repair, if applicable.
  • After a repair, with the traditional insurance company, you will have to pay the contracted amount of the deductible when the car is picked up in the workshop.
  • In a traditional insurance company, the customer will have to pay the deductible, regardless of his responsibility for the claim, and wait for the liability to be determined. If so, then your deductible will be refunded.                                                                                                              

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What should I do in case of an accident?

In the event of an incident, who should I contact? You should contact the Ayvens Driver Support Line on 800 20 42 98 (cost-free call) in Portugal or +351 21 370 31 23 (national fixed-line network cost call) abroad, or by e-mail at sinistros@ayvens.com.In the event of an incident, what are the procedures? In the event of an incident, if you have taken out insurance with Ayvens you should: 1. Complete the amicable settlement form provided that there is an agreement between the drivers; 2. Call the authorities whenever there is no agreement between the drivers or there are people injured, even if they are minor injuries; 3. Take photos of the accident site, including any vehicles with registration plate identification; 4. Send the notification to the e-mail [sinistros@ayvens.com](targetBlank:mailto:sinistros@leaseplan.com) and wait to be contacted to book the loss adjustment / damage appraisal. What should I do in case of an accident? 1. Always fill in the Mutual Statement of Automobile Accident; 2. In the event of immobilisation, contact the Ayvens Driver Support Line on 800 20 42 98 (cost-free call) in Portugal, or +351 21 370 31 23 (national fixed-line network cost call) abroad, for [road assistance](targetSelf:/en-pt/leasing-with-us/services/road-assistance/) and [replacement vehicle](targetSelf:/en-pt/leasing-with-us/services/replacement-car/), if contracted; 3. Send the statement to the e-mail sinistros@ayvens.com; 4. Send the original to the following address: Ayvens Portugal Lagoas Park, Edifício 6, 2740-244 Porto Salvo. What should I do in case of breakdown? If the car is immobilised or if a fault warning light is activated and the car's instruction manual advises immobilisation; Contact the Ayvens Driver Support Line on 800 20 42 98 (cost-free call) in Portugal, or +351 21 370 31 23 (national fixed-line network cost call) abroad, for [road assistance](targetSelf:/en-pt/leasing-with-us/services/road-assistance/) and [replacement vehicle](targetSelf:/en-pt/leasing-with-us/services/replacement-car/), if hired.

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