Yes! If you think something important is missing or you want to clarify details about the damage, you can always contact roadsurfer in writing.
How to share additional information:
- Important: It is essential to complete the digital accident report after any damage (ideally within 48 hours).
- If you want to add extra details, explanations, or documents (such as photos or receipts) after filling out the accident report, send them to roadsurfer’s customer support team via the
- Show all evidence at drop-off so that it can be taken into account when the damage is recorded. You cannot present any evidence at the station afterwards.
- The information you submit in writing will be considered as part of the damage assessment.
Submit your own evidence
If you have photos, videos, or other documents showing the vehicle condition at pick-up or drop-off, you can compare them with the available documentation and submit them for review. The more verifiable evidence is available, the better your case can be assessed.
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Examples of suitable evidence include:
- Photos of the vehicle taken at pick-up or drop-off
- Videos of the vehicle or the damage
- Fuel receipts, workshop invoices, or towing invoices
- Police reports or accident documentation
- Any other documents that support your case
Which file formats can we accept?
If you send us evidence, please make sure it meets the following requirements so that we can include it in our review:
- Images: only JPG, JPEG, or PNG. Videos: only MP4 and in their original form (for example, not edited, trimmed, or annotated afterwards).
- Alternatively, you can export and upload the original file directly. For example, on an iPhone:
- If uploading the original video is not possible, simply send us a screen recording of the relevant section showing the original date and time stamp.
- Files must contain EXIF metadata (Exchangeable Image File Format) with timestamps that match your travel dates.
- Unfortunately, we cannot take into account links to external storage locations, cloud services, or download platforms. This also applies to content that is shared only through links or access permissions.
As soon as we receive the files in a supported format, we will of course include them in the assessment of your case.
Tip: Submit all available evidence together in a single message whenever possible. This helps us review your case faster and more completely.
What happens next:
- All the information you provide will be considered, along with the documented vehicle condition and any other available evidence.
- The final decision will be made based on this documentation and the applicable Terms & Conditions.
Tip: The more clearly and quickly you share your information, the better it can be taken into account during the review.
You don't agree with a documented damage? See what you can do before an invoice is issued.