Reporting Vehicle Damage
What to do when your Roam vehicle is damaged outside of a driving accident — scratches, dents, curb rash, vandalism, theft, hit-and-runs, and more.
Not all vehicle damage involves a collision on the road. Sometimes you return to your car and find a new scratch, a dent, or worse. This article covers what to do when your Roam vehicle is damaged outside of a driving accident.
Is This the Right Article?
This article covers non-collision damage, including:
- Scratches, scuffs, or dents (e.g., from a parking lot)
- Curb rash on wheels
- Damage from an unknown source (e.g., you find a dent but don't know how it happened)
- Hit-and-run while your vehicle was parked
- Break-ins, theft, or vandalism
If you've been involved in a collision while driving — with another vehicle, a pedestrian, or a fixed object — please see What to Do If You've Been in an Accident.
When to Report Damage
Report all damage to Roam within 24 hours.
That said, not everything needs to be reported immediately:
- Minor cosmetic damage (small scratches, light scuffs, normal wear and tear) that doesn't affect the safety of the vehicle can be noted when you return the vehicle at the end of your subscription.
- Significant damage (large dents, cracked bumpers, broken mirrors, damaged panels) should be reported to Roam as soon as possible.
- If the vehicle is not safe to drive, do not drive it. Contact Roam and we'll help you figure out next steps, including arranging roadside assistance or a replacement vehicle if needed.
What to Do When You Find Damage
Step 1: Document everything. Take photos and videos of the damage before anything else. The more detail, the better.
- Close-up shots of the damage itself
- Wide shots showing where on the vehicle the damage is
- The surrounding area (parking lot, street, etc.)
- Any evidence that might help identify what happened (security cameras nearby, broken glass, paint transfer, etc.)
Step 2: Call the police if a crime is involved. If your vehicle has been broken into, vandalized, stolen, or damaged in a hit-and-run, contact the police and file a report. You'll need the police report number for any insurance claim.
This applies to:
- Hit-and-run damage (someone hit your parked car and left)
- Break-ins or attempted break-ins
- Theft of the vehicle or items from inside it
- Vandalism
Step 3: Contact Roam. Let us know what happened. We'll assess the situation, guide you through next steps, and start the repair process if needed.
- Phone: 1-647-560-5638 during business hours, or 1-877-340-1737 for after-hours emergencies only
- Email: support@roam.auto
Have the following ready when you contact us:
- Photos and videos of the damage
- A description of what happened (or what you think happened)
- Police report number, if applicable
- The location where the damage occurred or was discovered
Who Pays for Damage Repairs?
| Situation | Who Pays |
|---|---|
| Damage caused by the customer (e.g., parking lot scratch, curb rash) | Customer pays up to the deductible amount |
| Hit-and-run, vandalism, theft, or break-in | Covered by your Protection Plan's comprehensive coverage — check your plan for details |
| Normal wear and tear | Roam covers it |
| Damage from an unknown source | Contact Roam — we'll review the situation and determine next steps |
Your coverage depends on your Protection Plan. Different plans include different coverages — for example, Ultimate Protection includes glass and tire protection that other plans may not. Check your Protection Plan details in your Roam account, or contact us if you're unsure.
For more on how insurance and deductibles work, see Understanding Your Protection Plan.
Not Sure If Damage Is New?
Every Roam vehicle goes through a condition report at handoff. If you're unsure whether damage was already there when you received the vehicle, you can reference your initial condition report in your Roam account. If you can't find it, contact us and we'll pull it up for you.