Please refer to the Helpcenter for information on problems with the camping functions, as the external mobility service provider (e.g. Allianz, Ford or VW) cannot help with this.
If your camper is no longer roadworthy, we will be assisted by the mobility service provider (e.g. Allianz, Ford or VW). All calls are automatically forwarded to Roadsurfer Support when our offices are open. When our offices are closed, your call will be forwarded directly to the mobility service provider.
What should you do?
- Stay safe: set up the warning triangle and put on high-visibility vests (you will find these in the driver's and passenger doors).
- Document the breakdown in as much detail as possible (with photos and videos).
- 💥 In the event of an accident (even if no other vehicle is involved), you must:
- Be sure to call the police 🚓 (if they do not come, report the accident to the nearest police station)
- Fill out the accident report in your customer account under "Help on the road" within 48 hours. If another road user is involved, enter their details there as well; they will receive a copy.
- The mobility service provider is available around the clock and offers support in German and English. To help you, here are the questions they will ask you. You can find this information in the vehicle documents in the glove compartment or in your customer account under "Help on the road":
- Vehicle Identification Number (VIN):
- Plate number:
- Vehicle model:
- Initial day of registration:
- Weight:
- Length:
- Height:
- Width:
- Manual or Automatic gear:
- Your telephone number and e-mail address?
- How many passengers are in the car?
- What is your location?
Mobility number:
You can find the telephone number of the mobility service provider responsible for your vehicle in your customer account under "Help on the road". - Last step is to send us all documents including the transaction number of the mobility services provider via the Contact section by clicking “I have an existing booking” > “I am already on the way” > choose what applies to your situation.
Do you have minor damage or have been in an accident, but are sure that your camper is still roadworthy?
What should you do?
- If necessary, keep yourself safe: set up the warning triangle and put on high-visibility vests (you will find these in the driver's and passenger doors).
- Document the breakdown in as much detail as possible (with photos and videos).
- 💥 In the event of an accident (even if no other vehicle is involved), you must:
- Be sure to call the police 🚓 (if they do not want to come, report the accident to the nearest police station)
- Fill out the accident report in your customer account under "Help on the road" within 48 hours and submit it. If another road user is involved, enter their details there directly; they will receive a copy.
- Send us all documents via the Contact section by clicking “I have an existing booking” > “I am already on the way” > choose what applies to your situation.
You want to talk to roadsurfer support? You are welcome to send us a message via our Contact section or call us at +1 213 523 7695 (9AM - 6PM PST). We will take appropariate measures and discuss all options, such as visit to a workshop, a replacement vehicle or any quick fix that gets you back on the road as soon as possible.
Remember: outside office hours, you find your dedicated Mobility service telephone number in your Customer Account section “Help on the Road”.