Last updated · August 2026
Accident & Claims Process
This guide applies to all RIDDUP Guests, Drivers, and Vehicle Providers. If a RIDDUP vehicle is involved in an accident, damaged, stolen, vandalized, or experiences another incident during a reservation, all parties are expected to cooperate throughout the claims process.
Safety always comes first.
RIDDUP coordinates every reported incident involving a reservation on the platform. Insurance coverage decisions are made by the applicable insurance provider; timely reporting, accurate documentation, and cooperation help each claim be handled efficiently.
How RIDDUP coordinates the claims process
A clear, documented process from report to completion.
- 1Riddup receives the initial incident report.
- 2Riddup confirms the information and documentation required.
- 3Guests, Drivers, and Vehicle Providers provide the requested information and documentation.
- 4Riddup coordinates communication with the applicable insurance provider.
- 5Additional photographs, inspections, repair estimates, or supporting documentation may be requested.
- 6The insurance provider evaluates the claim under the applicable insurance policy.
- 7Riddup continues coordinating communication throughout the claims process until it has been completed.
01 · Safety First
Protect people before collecting information.
- •Stop in a safe location whenever possible.
- •Check whether anyone has been injured.
- •If anyone is injured, the vehicle is blocking traffic, or emergency assistance is required, call 911 immediately.
- •Follow the instructions of police and emergency personnel.
- •Do not place yourself in danger while collecting information or taking photographs.
02 · Contact the Police
Call 911 when required or appropriate.
Request and retain the police report or complaint number, the responding officer’s name or badge number when available, and the department or precinct handling the report. Do not agree to avoid filing a police report when one is required.
03 · Notify RIDDUP Immediately
Do not wait until the reservation has ended.
After emergency responsibilities have been addressed, notify RIDDUP as soon as reasonably possible. Guests, Drivers, and Vehicle Providers should notify us whenever they become aware of an incident involving a reservation.
Please provide your reservation number; Guest and Driver name; vehicle year, make, model, and plate; incident date, time, and location; police report number when available; a brief description; injury and third-party involvement; whether the vehicle can be safely driven; and its current location.
04 · Collect Information
Exchange details when it is safe to do so.
Full name of every driver involved
Driver's license and vehicle registration
Insurance company and policy number
Telephone number
Vehicle year, make, model, and license plate
Witness names and contact information
If another driver refuses to provide information or leaves the scene, do not pursue or confront them. Notify the police and document any information that can be safely obtained.
05 · Photograph the Vehicle and Accident Scene
Keep the original files intact.
Riddup Vehicle
Front, rear, driver side, passenger side, all four corners, VIN, license plate, dashboard, odometer, fuel level, and warning lights.
Damage
Every damaged area from multiple angles, close-ups, and wide photographs showing the overall vehicle.
Accident Scene
Other vehicles, road conditions, signs, traffic signals, debris, surrounding property, and the overall scene.
Whenever possible, record a short video walking around the vehicle. Do not edit, crop, filter, or delete the original photographs or videos.
06 · Complete the Accident Report
Complete the Friendly Automobile Accident Report accurately.
Include the date, time and location; police, driver, vehicle, other-vehicle, and insurance information; an accident diagram; a description of the incident; and required signatures. The report documents the incident and does not by itself determine responsibility. Do not provide false information or alter the report after it has been completed.
07 · Submit Required Documentation
Include the reservation number with every submission.
Riddup or the insurance provider may request a police report or complaint number, written description, driver’s license, registration, damage estimate, vehicle/VIN/plate photographs, accident report, witness information, towing records, or other supporting documentation. Complete and accurate records help protect both the Guest and Vehicle Provider.
08 · Vehicle Providers
Do not begin repairs without authorization.
Do not repair, alter, or dispose of damaged parts until RIDDUP or the insurance provider confirms that inspections, photographs, and documentation are complete. A repair estimate does not authorize repairs. If emergency action is necessary to prevent additional damage, retain all receipts and supporting documentation.
09 · If the Vehicle Cannot Be Driven
Do not continue operating an unsafe vehicle.
Do not drive with steering or braking problems, damaged tires or wheels, fluid leaks, broken safety equipment, deployed airbags, significant glass damage, or warning lights indicating continued operation may be unsafe. Move to a safe location whenever possible and notify RIDDUP. Do not arrange non-emergency towing, storage, or repairs without authorization whenever it is reasonably possible to obtain instructions first.
Important Rules
Cooperate and preserve the record.
Do not admit fault or negotiate a private settlement; promise insurance coverage or payment; provide false or incomplete information; delete related records; conceal pre-existing damage; begin repairs without authorization; or continue operating an unsafe vehicle. Respond promptly to requests from RIDDUP or the insurance provider.
Coverage and Claims Contact Information
Coverage depends on the policy and the facts of each claim.
Examples of damage that may not be covered include pre-existing damage, unrelated damage, normal wear and tear, mechanical failures unrelated to the incident, personal belongings left inside the vehicle, and minor cosmetic wear in hidden or high-use areas. This is not a complete list of policy exclusions.
Guests and Vehicle Providers should continue notifying RIDDUP even when documents are also provided directly to the insurance provider.
What Happens Next
Riddup coordinates; the insurer makes coverage decisions.
After the information is submitted, RIDDUP reviews the documentation and coordinates communication with the insurance provider. Further documents, photographs, repair estimates, or inspections may be requested. Coverage, responsibility, deductibles, repairs, and claim payments are determined by the insurer under the applicable policy and the facts of the claim.
Reporting an incident does not guarantee coverage or payment. Every claim is evaluated individually under the applicable insurance policy, the RIDDUP Rental Agreement, Reservation Details, and supporting documentation.
