Damage & Roadside Assistance

What should I do if something is broken on the car?

  • Report damage online

    Did you have an accident or damage to your car? You can easily report it online.
    Was someone else involved? Then don’t forget to fill out the European accident statement. You can upload the completed form when reporting your damage. And please make sure to take clear photos of the damage – that helps us understand the situation better.

    Is your car no longer drivable?
    Call DirectLease Roadside Assistance at +31 541 571 750.
    We’re available 24/7 to help get you back on the road as soon as possible.

     

    Questions?
    Email: schade@directlease.nl
    Phone: +31 541 571 710

  • Who is responsible for the insurance excess in case of damage?

    Damage to your car is never fun.
    If another person caused it, make sure to fill out a damage form together and upload it when you report the damage online.
    You can report damage easily through our website.

    Damage with another party involved
    There’s always an insurance excess per damage incident.
    You’ll be charged this amount after the repair.
    If we’re able to claim the damage successfully from the other party, we’ll refund the excess to you as soon as possible.

    Damage without a (known) third party
    If your car was damaged by vandalism or you don’t know who did it, you’ll need to report it to the police.
    In that case, we can’t recover the costs and the excess will be charged to you.

    Questions?
    Email us at schade@directlease.nl or call us on 0541 - 571 710.

  • What should I do in case of a breakdown, damage or accident in the Netherlands?

    Damage is never fun, especially for you as the driver.
    But no worries, we’ll help you get back on the road quickly.

    Reporting damage
    Report the damage to DirectLease within 5 working days.
    One of our repair partners will then contact you to fix your car.

    Here’s how to report the damage:

    1. Fill in the European Damage Report (you received this with your car).
      Don’t have it anymore? You can download it online.
      Need help? Check out this page: How to fill in a damage report

    2. Save the report as a PDF

    3. Take clear photos of the damage

    4. Report the damage online and upload the report and your photos

    Tip:
    You can also report damage via your phone.
    Go to www.mobielschademelden.nl and enter your details.
    Important: This app doesn’t work if the other party has a foreign licence plate.
    In that case, use the European Damage Report.

    Car not drivable?
    Call DirectLease Roadside Assistance at 0541 - 571 750
    We're available 24/7 and ready to help you out.

    Questions?
    Email us at schade@directlease.nl or call 0541 - 571 710.

  • What should I do in case of windscreen damage in the Netherlands?

    Do you have a chip or crack in the windscreen of your lease car? That is unfortunate. For windscreen repairs, you can contact Van Mossel Autoglas Service at 088 0870 150. Prefer to book online? You can easily schedule an appointment through the Van Mossel appointment planner.

    Tip:
    Have a chip repaired as soon as possible. This helps prevent it from turning into a crack and needing a full windscreen replacement.

    Repair costs
    A chip repair is usually free of charge. If the windscreen needs to be replaced, a €70 excess will apply.

    Questions?

    Email us: info@directlease.nl
    Call us: 0541 571 710

  • Got a flat tyre? Here's what to do.

    So annoying, a flat tyre. If it’s still safe to drive, head to the nearest brand dealer. They’ll help you out. You can also go to a location of Euromaster, KwikFit or Profile Tyre.

    Can’t drive any further because the tyre is completely flat? Call DirectLease Roadside Assistance:

    Within the Netherlands: 0541 571 750
    From abroad: +31 541 571 750

    Questions?

    Email us: info@directlease.nl
    Call us: +31 541 571 710

  • How do you handle tyre damage?

    Got a flat tyre? No worries. We are happy to explain what to expect when it comes to costs.

    If a tyre needs to be repaired or replaced due to something other than normal wear and tear, we consider it damage. For example, a nail in the tyre. The dealer or tyre specialist will check whether the tyre can be repaired. These repair costs are not included in your lease contract. That means you will be charged for them.

    Is the tyre beyond repair? Then it needs to be replaced. In that case, we do not charge the full price of a new tyre. You only pay for the part that could still have been used, based on the remaining tread. We calculate that as follows:

    Example calculation:

    Cost of a new tyre: €150
    Tread of a new tyre: 8 mm
    Minimum tread depth: 2 mm
    Remaining tread on the damaged tyre: 5 mm
    Usable tread: 8 mm minus 2 mm = 6 mm

    A tyre with less than 2 mm tread will always be replaced.

    In this example, the damaged tyre has 5 mm of tread left. That means you could have used another 3 mm before reaching the minimum of 2 mm. Due to the damage, that part is lost. So you pay 3 out of 6 parts of the tyre's value.

    Cost in this case:
    €150 x (3/6) = €75

    Questions?

    Email us: info@directlease.nl
    Call us: +31 541 571 710

  • What happens in case of total loss?

    Damage to your car is always unfortunate. If your car is declared a total loss, the lease contract will be terminated as of the date the damage is reported. If the damage cannot be recovered from a third party, the standard excess (own risk) will be charged once.

    Are you currently driving a loan or replacement car? Please return it as soon as possible. You will receive an email with further instructions.

    New lease car
    We will do everything we can to get you back on the road quickly. One of our Sales team members will contact you to discuss the options. You then have five working days to let us know whether you would like to order a new private lease car.

    Can I get a replacement car?
    Your lease contract includes replacement transport after 72 hours. However, once your lease car is declared a total loss, the lease contract is terminated according to the general terms and conditions. That means you are no longer entitled to replacement transport.

    We understand that being without a car is inconvenient. That’s why we offer you the option to borrow an A-segment car (like a Kia Picanto) for €30 per day (excluding fuel costs) — but only if you order a new lease car from DirectLease. If you decide not to order a new car with us, the actual costs for the replacement car will apply from the date the total loss was reported.

    Questions?

    Email us: sales@directleaseprivate.nl
    Call us: +31 541 571 760

     
     
     
     
     
     

  • My key is not working. What should I do?

    If your car key is no longer working, please contact an official brand dealer to schedule an appointment. They will check whether the key can be repaired or needs to be replaced.

    If the key stopped working due to a technical issue beyond your control, the cost will be covered by DirectLease. However, if the damage to the key was caused by you, the repair or replacement costs will be your responsibility.

    Questions?

    Email us: info@directlease.nl
    Call us: +31 541 571 710

  • What is covered by the passenger accident insurance (SVI)?

    The SVI covers damage suffered by the driver and passengers as a result of an accident. This includes both physical injuries and material damage. The SVI does not insure fixed amounts, but instead reimburses the actual costs incurred.

    How much is covered under private lease?

    This insurance also pays out if the accident was your own fault, or if the liability of the driver or another party cannot be determined. The coverage applies in all countries listed on the green card.

    The insurance covers actual damages up to one million euros. Please note that the SVI only applies to the number of seats equipped with seatbelts.

    Questions?

    Email us: sales@directleaseprivate.nl
    Call us: 0541 571 760

  • Can I add passenger accident insurance (SVI)?

    Yes, no problem at all. When you lease a car from us, you are automatically insured. If you also want the people riding with you to be insured, you can add a Passenger Accident Insurance (SVI). The cost is €2 per month.

    Please note: this amount is added to your monthly lease price.

    Questions?

    Email us: info@directlease.nl
    Call us: +31 541 571 710

  • What does the Personal Accident Insurance (POI) cover?

    What does the Personal Accident Insurance (POI) cover?

    Of course, we hope you’ll never be in an accident. But if it does happen, both you (the driver) and your passengers could suffer (serious) injuries. That can lead to major costs — for example, extra care, home adjustments or retraining.

    This additional insurance pays out a percentage of the insured amount in case of death or permanent disability. Please note: only the number of seatbelt-equipped seats are covered under this POI.

    How much am I insured for with private lease?

    This insurance also pays out if the accident is your fault, or if it’s unclear who’s liable and the damage can’t be claimed. The cover applies in the countries listed on the green card. With private lease, the insured amounts are:

    Permanent disability: €30,000

    Death: €15,000

    Questions?

    Email us: sales@directleaseprivate.nl

    Call us: +31 541 571 760

  • Can I add a personal accident insurance (POI)?

    Yes, you can. Simply select this option in Step 2: Options. The cost is €1 per month. Please note that this amount is added to your monthly lease price.

    Questions?

    Email us: sales@directleaseprivate.nl
    Call us: +31 541 571 760

  • Which types of damage count as normal wear and which do not?

    At DirectLease, we use clear guidelines to define what we consider normal wear. These are small damages that come with regular use of a car.

    To make things transparent for you as the driver, we have created a return policy document. This explains which damages fall under wear and tear (acceptable) and which are considered damage (unacceptable).

    You can download the return policy here. It includes everything you need to know about returning your car.

    Questions?

    Email us: sales@directleaseprivate.nl
    Call us: +31 541 571 760

  • Do I build up no-claim years during the lease period?

    Yes. If you do not cause any at-fault damage during your lease contract, you can request a lease statement once the contract ends. This document shows your no-claim years, which your (new) insurer can take into account when calculating your bonus or premium.

    Requesting a lease statement
    To request your lease statement, send an email to schade@directlease.nl.
    To help us process your request quickly, please include the following information:

    • Full name of the driver

    • Private address of the driver

    • Licence plate number(s)

    Questions?

    Email us: schade@directlease.nl
    Call us: 0541 571 710