Accidents, vehicle damage
Did you have an accident? We are here to assist you with the process.
Whether it’s online or in person, you can count on us at every step of the process.
What should you do in case of an accident?
In the event of a road accident, you must stop immediately and ensure whether there are any injuries. If there are injuries, you are required to notify both the rescue services and the police, and provide assistance to the injured. Follow the steps below to ensure that those involved in the accident receive the appropriate help.
Secure the scene
Gather information at the scene of the accident
Call the emergency number
A következő információkat mindenképpen közöld a diszpécserrel:
I. What happened?
- collision
- pedestrian hit
II. Where did it happen?
- in the city: district, street, intersection, house number (in front of which the incident occurred)
- on a country road: road number, kilometer marker
- on the motorway: motorway number, section direction, kilometer marker
- on an unnumbered road: two municipalities between which the accident occurred and the kilometer marker after which the unnumbered road branches off from the numbered road
If the location is difficult to access, provide a meeting point where someone will be waiting for the rescue team.
III. How many injured are there? What is their condition?
- minor injuries
- serious injuries
- life-threatening injuries
- deceased
IV. What additional assistance is needed?
- police
- technical rescue (e.g., person trapped among wreckage, vehicle accident involving hazardous materials, overturned vehicle in a ditch, etc.)
Document the scene
The following images may be essential during claims processing:
- The odometer reading (it's advisable to take at least 1 photo)
- A distant photo of the damaged vehicle (at least 1 photo is recommended)
- Photos of the damage on the vehicle (at least 2 photos are recommended)
The following are usually not mandatory but are worth taking pictures of:
- Accident report form (blue-yellow paper)
- Police report, if an official investigation was involved
Notify the authorities
Contact MOL Mercarius
Processing options after an accident
Choose between traditional processing or the faster, online process through the MOL Mycarius system. Please note that MOL Mycarius is currently available only in Hungarian.
Accident report
You can report the accident and its circumstances by phone on our central number (24/7).
Actions at the accident scene
Take a photo with your mobile phone of both vehicles and the accident scene.
At the scene, you must fill out the European Accident Report form, which both parties need to sign to confirm the accuracy of the information. In the remarks section, both of you should indicate whether you acknowledge or deny responsibility for causing the accident.
Don’t forget to note down the names and addresses of any witnesses.
Keep a copy of the completed accident report for your records.
Immediate assistance
Claims handling
Repair of damages
The vehicle repair is being carried out as scheduled. During the repair, our colleagues will inform you about the provided replacement vehicle and any further steps.
Settlement
Once the repair is completed, we will prepare a settlement and send you the relevant details (e.g., repair deductible, use of replacement vehicle).
Initiating a claim
After logging into the MOL Mycarius Customer Portal, go to the Claims menu and click the “Start claim” button. During the process, you can track your progress or leave a comment for our claims advisors.
Providing information
Enter the license plate number of the vehicle related to the claim. The system will automatically fill in the responsible company’s details and the user’s name.
Next, the system will automatically display insurance details for your reference, so no further action is needed.
Important: you cannot proceed without ticking the “Ready” checkbox.
Required claim details
When filling out the fields, you must specify the date and location of the incident, as well as a detailed description of the event. Please note that completing these fields is mandatory!
Replacement vehicle
Personal data and declaration
Damaged vehicle location
Accurately specifying the location of the damaged vehicle is essential for a quick and efficient claims process. If the vehicle is outside Hungary, select the “Abroad” option.
Please carefully fill in the “City” and “Exact address” fields.
Download claim form
On our claim form interface, you can save a partially completed claim form by clicking the “Download PDF” button (Hungarian sample claim form). The PDF will show the data you previously recorded by clicking “Ready.”
You can edit the fields in the PDF, but after printing, you should fill in any missing parts manually. The claim form must be signed! It’s recommended to print and sign the downloaded document.
Afterward, upload the completed and signed document under “Claim Form” in the attachments section, in .JPG or .PDF format.
Uploading attachments
At the very end of the claim report, you’ll be able to upload photos related to the incident. The maximum file size is 2500 KB, and accepted formats are .JPG, .PNG, or .PDF.
Uploaded photos can be previewed with the eye icon, downloaded with the downward arrow, or deleted by clicking the trash icon.
The system supports drag & drop, so you can simply drag image files into the designated area to start uploading.
- Mandatory photos: mileage meter (at least 1), distant photos of the damaged vehicle (at least 1), additional photos of the damage (at least 2), previously downloaded signed claim form (at least 1)
- Optional photos: accident report (blue-yellow), police report, driver’s license, other attachments
Useful guides
Please note that MOL Mycarius is currently available only in Hungarian!
If you need more information on submitting a claim via the customer portal, we recommend our detailed step-by-step Hungarian guide.
Curious what the claim form looks like? View our sample Hungarian document through the link below!
Report a damage
Notification by the insured (Claimant/Client) of the occurrence of an insured event, which must be reported to MOL Mercarius Fleet Solution. In the case of mandatory vehicle liability insurance (KGFB), the Responsible Party has 5 business days to report the damage, while the Claimant has 30 days. For comprehensive (Casco) insurance policies, the damage must be reported within 2 business days. Kötelező gépjármű-felelősségbiztosítás esetén a Károkozónak 5 munkanap áll rendelkezésére a kárbejelentésre, míg a Károsultnak 30 nap. Casco szerződések esetén a kárbejelentési határidő 2 munkanap.
Damage reporting with a MOL Mycarius Profile
- Access to claim history and documents
- Real-time status updates
- Faster processing
- Direct contact with claims handlers
DAMAGE REPORTING WITHOUT MOL MYCARIUS LOGIN
- No account required
- Simple, one-time submission form
- Status updates via email
- Customer support available by phone
Damage reporting is faster and more efficient through the MOL Mycarius costumer portal. Please note before registering that our customer portal is currently available only in Hungarian. If you need assistance with the registration process, we suggest referring to our detailed Hungarian guide.
Important definitions
Useful terms and a detailed description of typical claims events.
What counts as an insurance/claim event?
Any damage to the rented vehicle caused by an unforeseen, accidental, or unexpected external event or force, including collisions with animals, vandalism, and glass or breakage damage.
Deductible
The portion of the damage that, according to the contract, is borne by the insured (Client). The insurer does not cover damages below the deductible, and in the case of damage exceeding the deductible, the deductible amount is subtracted from the total claim.
At-fault damage
Any damage event where the responsible party is unknown. The risk of damage transfers to the Renter from the moment the vehicle is received and remains with the Renter for the entire rental period. The Renter is responsible for any damage to the vehicle, except when the responsible party is known and has acknowledged their liability in writing, or when the damage can be recovered from them or their insurance (liability insurance event). If the damage cannot be recovered from the responsible party, or the responsible party is unknown, the Renter assumes responsibility for the vehicle damage.
Liability Insurance Event (KGFB)
KGFB stands for mandatory motor vehicle liability insurance. This insurance is required for all vehicles in traffic, and the vehicle operator must ensure the regular payment of the insurance premium. The mandatory liability insurance is regulated by Act LXII of 2009, and its primary purpose is to compensate for damages caused by us to others. Without KGFB, vehicles cannot participate in road traffic, and failure to comply may result in severe fines and the risk of covering accident-related damages out of pocket.
In the event of a KGFB claim, it is mandatory to complete the European Accident Statement (the well-known blue-and-yellow form) at the scene. The original copy stays with the injured party, while a copy remains with the responsible party.
Important! On the European Accident Statement form, in section 14 (“Remarks”), the responsible party must write: “I acknowledge my liability for the damage.” This acknowledgment must also be signed by the responsible party in section 15 (“Signatures of drivers”).
Glass damage
Typically windshield damage. In most cases, a stone or some small object causes the glass damage while driving. The impact of such objects often produces a sharp, startling sound, so it is important to remain calm. Vehicles are equipped with two-layer safety windshields, where usually only the outer layer is damaged. A safety film between the layers provides additional protection for the occupants.
The outer glass may crack or develop a star-shaped chip. In these cases, there is no cause for concern, as the safety film and inner glass still offer protection. The vehicle can continue to be driven, except if the crack is in the driver’s line of sight and obstructs visibility. In such cases, it is recommended to move the vehicle to a safe location and notify the MOL Mercarius Claims team, attaching a few photos of the damage. Our experts will provide a quick solution for windshield replacement based on the images.
Less frequently, side windows may be damaged. These are made of single-layer tempered glass and are most commonly broken in accidents involving lawn mowers or stones hitting the glass. Tempered glass does not contain a safety film and shatters into small shards. In such cases, stop immediately and obtain a liability acknowledgment from the company performing the work, as most companies carry insurance for such damages. It is recommended to store the damaged vehicle in a covered area and contact MOL Mercarius staff immediately to arrange window replacement. If covered storage is not available, it is advisable to cover the damaged glass with film or a plastic bag to prevent water ingress.
Collision damage
Any insurance or claim event that occurs unexpectedly at a given time, regardless of the number of parties involved, the number of vehicles or objects damaged, or the number of persons injured.
Collision damage is a collective term for damages occurring on the external surface of the vehicle body. Any damage inside the passenger compartment or cargo area must always be examined. For example, if cargo is not properly secured and causes internal body damage, the insurer will not cover the damage, as the driver failed to fulfill their duty to prevent damage. The same applies to damages caused by items such as mobile phones or eyeglass cases. These damages must be fully reimbursed by the vehicle user.
Items inside the passenger compartment should always be secured to prevent movement during sudden braking or hazardous traffic situations, protecting both the passengers’ safety and the vehicle’s interior.
Wildlife damage
A common type of damage caused by animals occurs when an animal suddenly runs onto the road in front of the vehicle. Avoiding such situations can be very difficult, but it is worth being prepared. If you spot an animal while driving at high speed, avoid sudden steering movements, as the vehicle may skid and easily veer off onto roadside areas. Obstacles such as trees or advertising boards can cause more damage to the car and passengers than the collision with the animal itself.
At lower speeds (around 50 km/h or less), it may be possible to avoid hitting the animal, but it is important to maintain vehicle stability. In collisions with smaller animals, the vehicle can usually continue driving, but the coolant should still be checked. Collisions with larger animals typically prevent the vehicle from continuing, as damage often occurs to the radiator, headlights, or bumper. In such cases, immediately contact MOL Mercarius Claims or, outside office hours, our 24/7 Assistance service.
⚠ Important!
From July 1, 2023, according to amendments to the hunting law, in cases of wildlife collisions, the driver of the vehicle is almost always considered at fault. (Detailed legal information is available).
Wildlife or animal-related damage also includes rodent damage. This usually refers to damage caused by martens, which may chew wires and pipes in the engine compartment or even move in and build nests. Such damages are typically noticed when a wire is chewed, triggering warning lights on the dashboard, or if the car fails to start.
Wildlife damage (damage caused by animals) can always be covered by comprehensive insurance (CASCO), subject to payment of the deductible.
Total loss
In the event of an accident, the extent of the vehicle’s damage determines whether it can be repaired with reasonable financial investment or whether the damage is so severe that repair is not economically viable or technically possible. Based on this, we distinguish between economic total loss and technical total loss.
In both cases, MOL Mercarius colleagues coordinate with the insurer to decide the further course of action for the damaged vehicle.
1.) Economic total loss:
If it is not financially justified to repair the vehicle – because the repair costs would exceed the vehicle’s market value at the time of the accident, reduced by its so-called salvage value – then the vehicle is considered economically irreparable.
2.) Technical total loss
If the vehicle is damaged to the extent that it cannot be technically repaired – for example, the repaired parts would no longer fully perform their functional or safety roles – this is considered a technical total loss. This differs from economic total loss, where the repair is financially unfeasible. In the case of a technical total loss, repair is simply impossible.
In the event of a total loss, the MOL Mercarius Fleet Solution Sales Department coordinates with the Renter’s company regarding vehicle replacement and related contractual matters.
If a total loss is suspected, the full process – deciding whether the vehicle is repairable – usually takes two to three weeks, depending on the circumstances of the accident. If personal injuries are involved, the process may take longer, as the insurer must also consider personal and other property damages when determining the extent of the claim.
Damage prevention
Activities aimed at preventing damages are focused on avoiding financial loss and personal injuries. Their importance goes far beyond insurance: it is essential and mandatory for everyone – including society, the state, economic organizations, local governments, residents, and insurers.
The reason for this is that, although damage prevention measures are often costly, perfect safety cannot be achieved even with the most advanced solutions. The risk of damage occurring can never be entirely eliminated.
The injured party is obliged to act in a manner that can be expected in the given situation to prevent further damage. The insurer is not obliged to cover the part of the damage resulting from the failure of the injured party to fulfill their obligations. Within the framework of the insurance contract, the parties can agree on conditions for damage prevention; however, this obligation still applies to the policyholder and the insured even in the absence of such an agreement.
It is the duty of the policyholder (insured) to prevent and mitigate damage to the best of their ability.
Regular maintenance
Perform regular maintenance and inspections to prevent mechanical failures that could lead to accidents.
Defensive driving
Weather awareness
Avoid distractions
Do not use your phone while driving and minimize other distracting factors – such as adjusting the dashboard or eating – that divert your attention from the road.