Accidents and damage
The help you need, wherever you are.
If you have an accident or when your car breaks down, your safety is our top priority. All you have to do is to get in contact with Ayvens via the service hotline. Support is available 24/7 and the team will work to bring you back on the road as quickly as possible with minimum disruption. Use the information below to get the help you need quickly.
Do you need help immediately?
Did you have an accident?
Accidents can happen, however careful you are. If something goes wrong, you only need to make one call to get help.
Steps to take after a car accident in a leased vehicle:
- Safety first
Ensure the safety of all individuals involved. If there are injuries, call emergency services immediately.
- Contact us
Reach out to our accident management team as soon as possible. We're available [contact details]. Our experts will provide you with guidance on the next steps.
- Gather information
Collect details about the accident, including the location, date, and time. Exchange contact and insurance information with the other parties involved.
- Take photos
Document the accident scene with photos. Capture the damage to all vehicles and the surrounding area.
- Notify authorities
If necessary, report the accident to the local authorities and obtain a copy of the accident report.
- Insurance claim
If you are not insured by Ayvens, contact your insurance provider to initiate the claims process. Our team can assist you with this step as well.
- Vehicle repairs
If your leased vehicle requires repairs, we'll guide you to authorised repair centre for efficient service.
- Stay informed
Throughout the process, we'll keep you informed about the progress of repairs and any additional steps you need to take.
If you have insurance with Ayvens
Fill in the Mutual Statement and send the statement to the following email address: sinistros@ayvens.com.
How to fill in a Mutual StatementMutual Statement of Automobile Accident
If you are stranded, contact the Support Line on 800 20 42 98 in Portugal (cost-free call), or +351 214 40 09 10 from abroad (call to the national fixed network), to get travel assistance and a replacement vehicle.
With insurance from another provider
Contact the insurance company's Travel Assistance department.
If this service does not exist, contact the Support Line on 800 20 42 98 in Portugal (cost-free call), or +351 21 440 09 10 from abroad (call to the national fixed network), with the costs incurred being debited.
Reporting Accidents Electronically
You can report the accident to Ayvens in the driver's area (My Ayvens). Enter your driver details, go to the 'My services' menu and select 'Report accident'. You can also use the Ayvens mobile App to report the accident.
If you do not have insurance with Ayvens, contact your insurer or go to the Portuguese Insurers’ Association e-SEGURNET App home page.
Break-ins and theft
In case of theft or damage due to a break-in, you must report it to the authorities and obtain a police report.
Next, fill in the Mutual Statement and send it, together with the police report, to the following email address: sinistros@ayvens.com.
If you are stranded, contact the Driver Support Line on 800 20 42 98 in Portugal (cost-free call) or +351 214 40 09 10 from abroad (call to the national fixed network), to get travel assistance and a replacement vehicle.
Drive-In Assessment
If you have Ayvens Insurance, you can use the Drive-In Assessment service in the Lisbon and Oporto region (working days between 08:30 a.m. and 11:30 a.m.). This means that, if you have an accident, your vehicle will be assessed in just a few minutes.
To get an Assessment, please call Ayvens's Support Line (800 20 42 98 a cost-free call) and make an appointment. On the day of the appointment, go to the collision centre indicated by Ayvens and the assessment will be completed within about half an hour.
You can also view the list of garages offering Drive-In Assessment on the Oficina Fácil (Easy Garage) platform.
24/7 Roadside assistance
However careful you are, we know accidents and breakdowns can happen. That’s why we offer 24/7 roadside assistance.
At Ayven, we prioritise your safety above all else. Our 24/7 roadside assistance service is your reliable partner on the road, helping when you need it most. Unexpected situations can arise at any time, so we're always here to help you through them.
Whether you're stranded due to a flat tyre, a dead battery, or any other unforeseen issue, help is just a call away.
Road assistance is there to help you and your passengers if your vehicle stops working or breaks down while you're travelling, even if you're far from home. Here's what it includes:
- Available all day and night (24/7).
- Available anywhere in the country or even in other countries.
- Right from the start of your journey.
- Assistance with towing your car.
- Getting you and your passengers, as well as your baggage, to a s.afe place
- Providing a replacement vehicle if it’s included in your contract.