Frequently asked questions
Learn more!
Vehicle handover
Where can the new vehicle be received?
A new vehicle can be handed over at MOL Mercarius locations, at our Clients’ own premises, or at the new car showroom.
What should you prepare for on the day of receiving?
It is important to check that the vehicle recipient has a valid ID card and driving license. Furthermore, it is necessary to ensure that the toll fees for toll roads have been paid and that the stickers required for the highways you use have been purchased.
What are the mandatory accessories of the car that must be checked during the handover?
The following mandatory accessories must be checked:
warning triangle
first aid kit
spare wheel or puncture repair kit
high-visibility vest
European “blue-yellow” accident report
car jack*
and the wheel wrench*
*If you receive a puncture repair kit, the mandatory accessories will not include the car jack and wheel wrench.
What happens, if damage or a defect is noticed during the handover?
The detected defects must be recorded in the report, and if necessary, an appointment must be arranged for the repair. It is important that the vehicle’s condition is checked together.
Do we receive a fuel card when receiving the car?
Vehicle return
How long in advance should the vehicle return request be indicated before handing it back?
- In the case of a short-term rental agreement (lasting a few months), at the latest 2 hours in advance.
- In the case of a long-term rental agreement (lasting several years), at the latest 48 hours before returning the vehicle, please inform us when you would bring back the vehicle(s).
Is it necessary to return the car clean for the handover?
Yes, it is important that vehicles are returned in as clean a condition as possible so that any external and internal damages can be clearly identified.
If possible cosmetic damages are not visible on site, the vehicle condition assessment can only take place after washing, without the presence of the Client.
How long does a vehicle handover and return take?
Handing over or returning a vehicle(s) takes on average 15 minutes due to the detailed condition assessment and documentation.
It is important not to plan this as a simple key handover, but to allow time for this process.
Maintenance and repair
Why is it important to follow the mandatory service schedule?
For which types of faults is it necessary to book an appointment in advance?
An appointment must be scheduled at one of our service centers for major repairs, such as:
- brake problems,
- air conditioning faults,
- fluid leaks,
- suspension issues,
- unusual odors or noises.
Which minor repairs can be done without a prior appointment?
- bulb replacement,
- refilling fluids,
- window and wiper replacement,
- battery check/replacement,
- key or battery replacement
Is it possible to use a replacement vehicle during servicing?
What should we do in case of a flat tire?
In the event of a flat tire, contact one of the MOL Mercarius service points to schedule a tire replacement. Through our extensive partner network we offer a quick solution.
Claims management
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.
Billing
The invoice has not arrived, what should I do?
You have several options to obtain the invoice if, for some reason, it has not reached you.
1.) Download the invoice from the MOL Mycarius customer portal.
If you do not yet have a MOL Mycarius registration, we recommend that you create your own profile before attempting to download the invoice. Please note before registering that our customer portal is currently available only in Hungarian. A detailed description of the registration process can be found in the following Hungarian guide.
2.) You can also contact us via our Contact form. Click on the “Billing” tile, where you can select the Rental Fee or Other Invoice options.
3.) For cases involving fines, you can reach us via the Contact form by selecting Fines under the “Other” tile.
The vehicle user has returned the car, when will the credit be issued?
Our company invoices rental fees in advance at the beginning of the given month, so in case of vehicle return, a corrective invoice will be issued.
However, the rental fee credit is only applied after the vehicle condition assessment, along with invoicing for any return damages, contractual penalties, and mileage overages.
If the invoice shows incorrect license plate, period, description, or date, how can I request a correction?
Corrections can be requested depending on the type of invoice as follows:
1.) Rental fee invoice: via our Contact Form under the “Billing” tile, select the Rental Fee option to reach us.
2.) Other invoice: via our Contact Form under the ‘Billing’ tile, select the Other Invoice option to contact us.
We disagree with the return settlement, who can we contact?
The invoicing of the return settlement is preceded by a notification email, which we send to you for prior approval. You have 10 business days to submit any comments to us. If no response is received, the items will be invoiced on the 10th business day following the notification. For any questions regarding the invoice, please write to ugyfelszolgalat@molmercarius.hu.
When is the rental fee invoice issued, and when will we receive it?
Unless otherwise specified in the contract, the monthly rental / fleet management fee invoices are issued on the first business day of the month and sent to you according to the contract (by mail, e-invoice, or .PDF format).
E-invoice
What is an electronic invoice?
How can I request an electronic invoice?
The declaration required for electronic invoicing can be filled out HERE on behalf of your company.
What happens if I do not request an electronic invoice?
How should an electronic invoice be stored?
What technical requirements are necessary to use the e-invoice?
What is a hash code, and why is it important?
How can I access the electronic invoice?
What attachments will be included with the e-invoice?
How can I contact the invoicing team?
For questions regarding invoicing, you can contact us via the Contact form, selecting the “Billing” option.
Fine
What should be done, if the vehicle driver received an on-site fine/parking ticket?
1. Inquire about the fine and the settlement options using the contact information provided on the notification.
2. Always pay the base fine if the fine is justified. Remember that after the payment deadline or in case of non-payment, the penalty increases drastically!
3. It is recommended to call or send an email on the day of the fine using the MOL Mercarius Contact form. On the form, under the “Other” tile, select the Fines option.
For this, it is especially important to know the document identification number, the date, and the location of the fine.
4. The vehicle user should always take photographs and document the location. If possible, have a witness to support their claim.
What should be done, if the vehicle driver entered the highway without purchasing a toll sticker?
What should be done if the license plate was entered incorrectly during the e-vignette purchase?
What should be done, if we received a fine invoice from Mercarius Ltd. and we disagree with its content?
1. Check the invoice attachment for the location and time, and gather proof, documents, and photographs that demonstrate that the vehicle driver did not commit the offense indicated in the fine.
2. Send these documents to our company contact at the following email: simonics.katalin@molmercarius.hu. They will review the fine.
What should be done, if the vehicle driver was stopped by the police or public authority and committed an offense?
1. Follow the protocol: identify yourself and show your travel documents.
2.1. Acknowledging the fine: If the offense is acknowledged, accept the fine notification and report, and proceed according to its instructions.
2.2. Not acknowledging the fine: If the offense is not acknowledged, have the incident documented with the authority and request further police action.
3. In all cases, notify our company about the incident.