Frequently asked questions
Learn more!
Vehicle handover
Where can I receive my new vehicle?
A new vehicle is handed over at the MOL Mercarius sites, at our clients’ own sites, or at the new car showroom.
What should I prepare for on the day of receiving the vehicle?
Check that you have your valid ID card and driver’s license with you. Furthermore, make sure that you have paid the tolls for toll roads and purchased a vignette for the highways you will use.
What are the mandatory accessories of the car that I need to check when receiving it?
The following mandatory accessories must be checked:
-
warning triangle
-
first aid kit
-
spare wheel or tire repair kit
-
high-visibility vest
-
European “blue-yellow” accident report form
-
car jack*
-
and the wheel wrench*
**If you receive a tire repair kit, the mandatory accessories will not include a car jack and wheel wrench.
What happens, if I find damage or a defect when receiving the vehicle?
Any detected defects must be recorded in the report, and if necessary, an appointment will be scheduled for the repair. It is important to check the condition of the car together.
Will I receive a fuel card when receiving the vehicle?
The fuel card assigned to the vehicle is usually not handed over at the same time as the car, but will be sent to you a few days later. You will receive the car from us with a full tank.
Maintenance and repairs
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?
Minor repairs, such as:
- bulb replacement,
- refilling fluids,
- window and wiper replacement,
- battery check/replacement,
- key or battery replacement
can be carried out without an appointment, but prior coordination is required.
Is it possible to get a replacement vehicle during servicing?
What should I do in case of a flat tire?
In case of a flat tire, contact one of the MOL Mercarius service points to schedule a tire replacement. With the help of our extensive partner network, we provide a quick solution.
Traveling abroad
Can I use the car provided by MOL Mercarius abroad?
In which countries can I use the car without extra procedures?
Do I need additional insurance for traveling abroad?
What should I do, if I have an accident abroad?
First, notify local authorities or the central emergency number and complete the accident report. Our on-duty assistance team is available any day of the year at our central phone number (+36 1 770 1000). If your travel is disrupted, contact us as soon as possible! More details on how we can assist you in case of an accident abroad are available.
Keep the accident report and any documents issued by local authorities, as they are essential for subsequent claims processing.
What service support do I get abroad, if the car breaks down?
What should I pay attention to when using highways abroad?
Almost all European countries charge for highway use. Where there is no toll booth system, you must purchase a physical or electronic toll sticker in advance (available at gas stations).
Check the rules of the country you are visiting and obtain the required stickers or register with the appropriate systems.
Also, check which border crossings require immediate purchase of the highway sticker.
Is there a mileage limit for trips abroad?
Accidents, vehicle damage
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 refers to windshield damage. In most cases, the damage is caused by a stone or another small object hitting the glass while driving. Such impacts often produce a sharp, startling noise, but please 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.
Assistance services
How is a replacement vehicle delivered abroad?
The replacement vehicle departs from Hungary and, according to the contract, will reach neighboring countries within 24 hours, except where this is physically impossible (e.g., in the case of Scandinavia).
For trips abroad, we recommend choosing travel insurance that includes assistance services. Involving local authorities can speed up the delivery of the replacement vehicle, reducing the waiting time to 1-2 hours.
Please note that in such cases a deposit is required, which must be settled on-site either in cash or by credit/debit card.
What happens if the reported issue does not require a replacement vehicle?
If the reported issue does not require a replacement vehicle, we can make use of the services of local automobile clubs. Typically, we do not send a replacement vehicle from Hungary in cases such as a flat tire or a dead battery.
However, the fee for a local automobile club’s service must be settled on-site, and the cost of a call-out can range from approximately €100 to €200.
Through our Partner service provider – AI Insurance (Auto Home) – we can also arrange for local garages and towing services throughout Europe, even with post-payment billing.
For these reasons, when traveling abroad, we strongly recommend purchasing travel insurance that includes assistance services.
How is vehicle recovery handled during a stay abroad?
From our side, we can only provide vehicle recovery services.
As a result, travelers are responsible for any unexpected expenses incurred during the waiting period, such as additional hotel nights or local taxi fares.
For this reason, when traveling abroad, we recommend taking out travel insurance that includes assistance services. This can cover, for example, costs incurred from the recovery location to your accommodation.
What steps are recommended before traveling abroad?
Make sure the following documents are available in your vehicle:
- International insurance certificate
- Valid (!) authorization for foreign use
- European accident report form (optional, but useful)
In the event of an accident, it can be helpful to photograph the following:
- Damaged vehicles at the scene, before they are moved
- The location name, street names, and GPS coordinates (e.g., via Google Maps)
- The driver’s licenses of the other parties involved, if possible
- All documents related to police actions
- Regarding the authorization: all countries located within the geographic area of Europe are allowed, except Ukraine and the former Soviet states – the list of permitted countries is on the back of the insurance certificate
Please check the website of the consular service of the relevant country to confirm whether a notarized authorization is required.
Vehicle return
How far in advance do I need to notify MOL Mercarius about returning my vehicle?
- For short-term rental contracts (lasting a few months), please notify us at least 2 hours before the vehicle return.
- For long-term rental contracts (lasting several years), please notify us at least 48 hours before returning your vehicle.
Do I need to return the car clean?
Yes, when returning the vehicle, it is important that the car is handed back in as clean a condition as possible in order to clearly determine any external or internal damages.
If possible cosmetic defects cannot be identified on-site, the vehicle condition assessment can only take place after washing, without your presence.
How long does a vehicle handover and return take?
Handing over or returning a vehicle, including a detailed condition check and documentation, takes on average 15 minutes.
It is important to plan for this time, not just a simple key handover!
Vehicle-related administration
What should I do if I lost the authorization required for driving the vehicle?
Don’t worry, the authorization required for driving the vehicle is a replaceable document. If you have lost it, please notify us as soon as possible in writing at ugyfelszolgalat@molmercarius.hu.
What should I do if I lost the vehicle registration certificate?
If you have lost your vehicle registration certificate, please notify us in writing at ugyfelszolgalat@molmercarius.hu, and we will assist you with the replacement of the document.
The administration fee for the replacement is HUF 14,500 + VAT. Your employer may pass this cost on to you, but we invoice it directly to our contracted Client.
What is a Green Card? When do I need it?
The International Insurance Certificate (so-called Green Card) is a document that certifies the extension of the Hungarian compulsory motor third-party liability insurance abroad. Despite its name, it is a black-and-white, A4-sized form.
Whenever you travel outside the European Union, you must take your Green Card with you. You can find further important information about traveling outside the EU under the Traveling abroad menu.
You will receive the Green Card from the MOL Mercarius colleague when they hand over the vehicle to you. If you need a replacement, you can request it directly at ugyfelszolgalat@molmercarius.hu, or for faster administration, you can also contact us via the Contact Form, where you will find the Green Card option under the “Other” tile.
My local municipality requires a certificate from the vehicle’s operator in order to issue my residential parking permit. Who can help me with this at MOL Mercarius?
How can I officially report my vehicle’s mileage to MOL Mercarius?
You can report the mileage in several ways, for example using our Contact form, where under the “Other” tile you will find the Mileage Reporting option. In addition, you can also send it by e-mail to our Fleet Administration team at ugyfelszolgalat@molmercarius.hu.
What should I do if my MOL/OMV fuel card is approaching its expiration date?
Expiring fuel cards are not automatically renewed in all cases. Unfortunately, the process varies across different fuel companies, but MOL and OMV handle it in the same way.
If there has been a transaction with the active card within 6 months before the expiration date, the cards are automatically renewed prior to their validity ending.
If the card has not been used, it will not be renewed automatically.
If you still need the card, please kindly notify us of this request by emailing ugyfelszolgalat@molmercarius.hu.
What should I do if my SHELL fuel card is approaching its expiration date?
Expiring fuel cards are not automatically renewed in all cases. Unfortunately, the process varies among different fuel companies: MOL and OMV handle it in the same way, but Shell differs from them.
120 days before the expiration date of the active card, the system creates a new replacement card. At this moment, the system checks whether there has been a transaction on the previous card within the 90 days prior to this. If the card has not been used, it will not be renewed automatically.
If you still need the card, please kindly notify us of this request by emailing ugyfelszolgalat@molmercarius.hu.