Reporting out-of-trip damage or theft to Getaround® allows Getaround to temporarily deactivate a car's listing until it's ready to be booked again. It also allows Getaround to accurately track safety trends affecting the platform and answer the host's questions about the incident.

If a car is stolen out-of-trip, Getaround can provide important information from the car's Getaround Connect® data that can be helpful to share with police or with a host's personal insurance provider.

Recommended Reading: Keeping Your Car Secure; Getaround Host Policy; Getaround Insurance and Damage Claims Policy Documents

Table of Contents

1. Reporting by Calling Getaround Using the App
2. Report via the Getaround Help Center
3. Reporting Break-ins and Vandalism
4. Reporting Theft

Reporting by Calling Getaround Using the App

To report out-of-trip damage or theft by calling Getaround, first open the app on your phone. Follow these directions in order to reach someone by phone.

1. Open the Getaround app
2. Tap the three-line menu icon in the upper left
3. Tap "Help" at the bottom of the pop-up menu
4. Tap "Contact Getaround Support"

This will activate your phone's dial feature with the correct number loaded. Tap the phone's dial icon, and you will be connected with Getaround support. When speaking with a Getaround support agent, explain that your car has been damaged or stolen out-of-trip.

Reporting via the Getaround Help Center

To report out-of-trip damage or theft through the Getaround Help Center, you can submit a request via this link, or follow the steps below.

1. Open the Getaround app
2. Tap the three-line menu icon in the upper left
3. Tap "Help" at the bottom of the pop-up menu
4. Tap "Getaround Help Center"
5. Tap the three-line menu icon in the upper left again (Note: The app has now redirected you to the Getaround site.)
6. Tap "Submit a request"
7. Tap the dropdown menu and choose "I have an issue as a Host"
8. In the next dropdown menu, choose "Report Out-of-Trip Damage or Theft"

Now you will be able to supply the details of your incident in the provided web form. The report will be sent to Getaround customer service and will be reviewed by the appropriate agent.

Reporting Break-Ins and Vandalism

Break-ins are an unfortunate reality of car ownership in metropolitan areas. Most break-ins are an attempt to find something valuable to steal. If your car is broken into, you’ll need to inspect it thoroughly to determine what, if anything, was taken (including the key). Then follow these steps.

• Alert Getaround
• Replace any broken glass
• Replace the key (if missing)
• File a claim with your insurance if necessary
• Reactivate the listing once the car is ready for new bookings

If a car has been broken into or damaged between trips, then an agent will temporarily deactivate the car's Getaround listing. If the Getaround Connect has been damaged or tampered with, then the agent will also assist you in setting up an appointment with a qualified technician to inspect, repair, or replace the device as necessary.

When reporting the incident over the phone, the agent can take these steps during the phone call. When you submit your report via the Help Center, expect a response within the next 72 hours.

Reporting Theft

Having a car stolen can be a very upsetting experience. If you suspect your car was stolen, follow these steps before calling police.

1. Check your app. Is the car located at the GPS location listed?
2. Contact Getaround customer service through the app. (Calling is recommended.)
3. Ask the agent to verify whether the Getaround Connect is currently online or offline. If it is online, then its location should appear accurately in your app and the car can be disabled by sending a "Lock" command.
4. Ask the agent to verify whether the car was returned after its last trip. If the most recent guest failed to return the car at the end of their trip, then Getaround will hold the guest responsible for any damages incurred by the incident and will accept a claim for damages from the host.
5. Call 911 to report the theft if you believe the car was stolen. Getaround cannot report a theft on a host's behalf.

If you choose to report a theft via the Help Center, then an agent will respond within 72 hours. In all reported cases of theft, a qualified Trust & Safety agent will investigate the incident to verify the details and to provide the owner with a document called a Narrative of Theft. The Narrative of Theft document will be provided within 96 hours of the initial report. The document is often helpful when communicating with law enforcement agents or your personal insurance provider regarding theft.