If Something Goes Wrong
In an Accident? Follow These Steps
Take a breath. Here’s exactly what to do, step by step.
1. Anyone hurt? Call 999 first.
If someone is injured, the vehicle is blocking the road, or there’s any immediate danger — call the emergency services before anything else.
2. Stay where you are
Don’t leave the scene until you’ve done everything the law requires: stop, exchange details, report to the police if needed.
3. Swap details
Get the name, address, phone number, registration, and insurance details of everyone involved. Write it down or photograph their documents.
4. Take photos
Document everything — the Zelf vehicle, the other vehicle, the scene, any damage, the road layout. Do this before anything gets moved, as long as it’s safe.
5. Don’t say it was your fault
Even if you think it was. Don’t apologise, don’t admit liability. Just exchange details and let our insurer assess what happened. This is important — it protects you.
Accident and claims line: 0333 207 9654
Our insurer will arrange recovery of the vehicle. You don't need to organise or pay for this.
7. Tell us within 24 hours
Contact us through the app or call 0345 034 3838 as soon as you can. An initial report is fine — full details can follow. You’ve then got 7 days to submit a full Incident Report through the app, including your photos, the details you swapped, and any police reference number.
Will I have to pay?
If you were driving normally and following the rules, you’ve got Zero Liability — accidental damage, theft, vandalism and third-party costs are covered.
See our Zero Liability guide and Schedule B for the full conditions.