🛠️ Breakdown? Here's what to do:
📞 Call us
Reach out to Poppy support immediately by swiping down on the vehicle screen in the app and tapping 'Emergency! Call us', or call us directly at +32 3 283 62 62.
Our team will collect the details and arrange professional roadside assistance (e.g. through VAB).
If the vehicle can't be driven, just call us, we'll send help.
💥 In case of an accident
If you're involved in an accident, or if any damage or injury occurs, stop using the vehicle immediately and follow the steps below.
✅ Step 1: Check for injuries
If someone is hurt or it's a serious accident, call 112 immediately and stay at the scene until the authorities or our team say it's okay to leave.
🚔 Step 2: Contact the police
You must report the incident to the police (101). This applies in any of the following situations:
A third party is injured
Third-party property is damaged
The other party flees the scene or cannot be identified
The other party refuses to complete and sign the European Accident Statement
There is any collision with bollards, gates, barriers, posts, curbs, road markings, fixed objects, or any other obstacles
If the police refuse to register or handle the matter, contact Poppy immediately at +32 3 283 62 62 to coordinate next steps.
🚧 Step 3: Secure the area
If the car is still drivable, move it out of traffic. Place the warning triangle to alert other road users.
📋 Step 4: Gather information
Do not admit fault or liability to any other party
Collect the contact details of all other parties involved, including any witnesses
Fill in the European Accident Statement accurately and in full, and make sure it is signed by all involved parties
📸 Step 5: Document the situation
Take multiple clear photos of the scene. Make sure your photos include:
A wide-angle overview of the entire situation (including any objects involved)
Close-up images of all visible damage
All four corners of the vehicle
At least one clearly readable image of the license plate
📲 Step 6: Report the damage in the app
Within 48 hours, report the incident via Report Issue > Vehicle Damages in the app. If you're unable to report through the app, send an email to Poppy's Customer Support within the same 48-hour window.
Your report must include:
The fully completed and signed European Accident Statement (signed by all involved parties)
A full, detailed, and accurate written statement describing the circumstances of the accident
All photos you took (see Step 5)
A copy of the police report and its reference number, if one was made
📨 Step 7: Call us
After submitting your report, call our support team at +32 3 283 62 62 so we can assist you immediately. Follow any instructions our team provides and cooperate fully.
Once we've received everything, our claims team will review the case and reach out only if additional information is required.
⚠️ Important to know
Electric vehicle involved? Inform any emergency services that it's an electric vehicle, this is crucial for their safety.
Act fast. All reports and documentation must be submitted within 48 hours. The sooner you act, the faster we can help.
Non-compliance may affect your liability. If you don't follow the steps above and this prevents Poppy from establishing the facts, assessing the damage, or recovering costs from a third party or insurer, you may be held liable for the damage to the vehicle. In that case, any damage will be presumed to have occurred during your rental period unless you can prove otherwise. For more details, see our Terms & Conditions.