What To Do If an Accident Happens With Your Rental Car: A Complete Singapore Guide

You're driving a FreshCars rental through Singapore traffic when suddenly—another vehicle makes an unexpected turn. Your heart races. Your hands shake. In that moment, you need to know exactly what to do.

Rental car accidents aren't uncommon, but they don't have to be overwhelming. This guide walks you through every step, explains what you'll need to pay for, and shows you how FreshCars supports you through the entire process.

The First 5 Minutes: Safety & Securing the Scene

Your absolute first priority is safety—nothing else matters.

If the vehicle is still drivable:

• Move to a safe location away from oncoming traffic (if possible without further damage)
• Turn on hazard lights immediately
• Turn off the engine

If the vehicle is immobile or the damage is too severe:

• Activate hazard lights
• Stay inside the vehicle if you're on an expressway (safer than standing roadside)
• Place a warning triangle 50 metres behind the vehicle if you have one

Check for injuries in your vehicle first, then safely approach the other vehicle(s) to see if occupants need help. If anyone is injured or experiencing chest pain, difficulty breathing, or loss of consciousness:

Call 995 (SCDF ambulance) immediately.

This is not optional—document this action and get the incident number from the dispatcher. You'll need this for insurance.

Step 1: Call the Police (If Required)

Singapore law requires you to report the accident to police in these situations:

• Anyone is injured (even minor injuries)
• Either vehicle is significantly damaged (generally exceeding SGD $1,000-$2,000 in repairs)
• The other driver refuses to provide details or leaves the scene
• You suspect traffic violations (running red light, dangerous driving)

How to report: Call 999 and provide:

• Your location (use Google Maps or ask nearby shops)
• Vehicle registration numbers of all vehicles involved
• Brief description of what happened
• Whether anyone is injured

Important: Even if you're uncertain whether a police report is required, make the call. It's better to have documentation than to face questions later. A police report protects you—it's an official record that's harder to dispute.

Get the incident number and officer details. You'll need these for insurance claims.

If police don't attend (common for minor accidents), you can file a report online through the Singapore Police Force e-Services portal within 24 hours.

Step 2: Exchange Details at the Scene

This is critical. Use your phone to record the other driver's information:

From the other driver(s):

• Full name and NRIC/passport number
• Phone number and email
• Vehicle registration number
• Vehicle make, model, and year
• Insurance company name and policy number
• License plate photo

From witnesses (if any):

• Full name and contact details
• What they saw (get them to write a brief description)
• Their relationship to either party

Pro tip: Ask the other driver to read their information back to you to confirm accuracy. Take a photo of their insurance card and driving license to verify authenticity.

Step 3: What To Say (And What NOT To Say)

This is where emotion can work against you. Stay calm and factual.

Say:

• "Are you okay? Do you need medical help?"
• "I'm calling the authorities to document this."
• "Let me take photos of the damage."
• "I'm calling my rental company to report this incident."

Never say:

• "I'm sorry" (in many contexts, admissions of fault can be used against you)
• "I didn't see your car coming"
• "It was my fault"
• "This shouldn't have happened"
• Specific blame statements: "You weren't paying attention" or "You cut me off"

Instead, be neutral: "Let's wait for the police and insurance company to determine what happened."

Why this matters: In Singapore, liability is determined by evidence, not admissions at the scene. Insurance companies and police will investigate. Your job is to document, not to determine fault.

Step 4: Document the Accident Scene Thoroughly

Take photos before anyone moves the vehicles (unless blocking traffic).

Photos you need:

1. Overall scene (wide-angle, showing road markings, traffic lights, street signs)
2. Both vehicles (front, rear, sides, showing damage)
3. Damage close-ups (any dents, scratches, broken glass)
4. License plates (both vehicles)
5. Street name/location (road sign or landmark)
6. Time (your phone timestamp will record this)
7. Other driver and their vehicle (for documentation)
8. Road conditions (wet pavement, visibility, traffic)
9. Weather (if relevant)

Also note in your phone:

• Time of accident (HH:MM format)
• Road name and direction you were traveling
• Weather conditions
• Traffic density
• Your speed (estimated)
• Actions you took (steering, braking)
• What happened immediately before the accident

Don't rely on memory—write this down immediately while at the scene.

Step 5: Contact FreshCars Immediately

This is crucial. Most rental companies, including FreshCars, require you to report accidents within 24 hours—ideally immediately.

What you need to tell us:

• Your rental agreement number
• Location and time of accident
• Brief description of what happened
• Whether police attended or an incident number
• Whether anyone was injured
• Photos and documentation you have

Why call immediately:

• We can guide you through insurance procedures
• We can advise on approved repair shops (important for quality)
• We can arrange a replacement vehicle if yours is undrivable
• Early reporting strengthens insurance claims
• We can clarify your insurance coverage

FreshCars Support:

• Available 24/7 via phone (number on your rental agreement)
• Chat support during business hours
• Email: [email protected]

We're not here to blame you—we're here to support you through the process. Many renters worry that calling us means higher charges, but delaying the call actually increases problems.

Step 6: Notify Your Personal Insurance (If Applicable)

If you purchased additional coverage through travel insurance or credit card rental protection:

Contact them within 24 hours with:

• Policy number
• Incident details
• Police report number
• Rental company contact information

This is separate from the rental company's insurance claim, and having parallel coverage can protect you against excess payments.

Understanding Costs & Liability: Who Pays For What?

This is where renters get confused. Let's break it down.

Scenario 1: You're At Fault

Your excess (typically SGD $500-$1,500, depending on your agreement):

• You pay this amount directly—it's the first cost on any claim
• The rental company's insurance covers damage beyond this excess

Additional costs you might owe:

• Loss of rental income (if the vehicle can't be rented while being repaired)
• Administrative fees (if any)
• Increased excess for future bookings (some companies do this)

Example: Damage totals SGD $3,500. Your excess is SGD $1,000.

• You pay: SGD $1,000
• Insurance pays: SGD $2,500

Scenario 2: The Other Driver Is At Fault

The rental company's insurance claims against their insurance:

• If successful, you may owe $0 (no excess needed)
• If partially successful, you pay the agreed excess

Why this takes time: Insurance companies investigate to determine fault. This can take 4-8 weeks.

Scenario 3: Hit-and-Run or Unidentified Damage

• Your excess applies
• You're responsible for the full excess amount
• Only after paying excess does insurance cover the rest

Scenario 4: Third-Party Injury Claims

If someone was injured or their property damaged:

• The rental company's liability insurance covers this (mandatory in Singapore)
• You're not personally liable for amounts covered by insurance
• But don't admit fault verbally—let insurers determine liability

Important exclusions to know:

Most rental agreements exclude coverage for:

• Windshield and tire damage (often separate excess)
• Damage from driving under the influence
• Damage while driving outside permitted areas
• Towing and recovery fees (sometimes included, sometimes not)

Check your agreement before renting—excess amounts vary.

Step 7: The Insurance Claims Process & Timeline

After you report to FreshCars, here's what typically happens:

Days 1-2: You report the accident

• FreshCars assigns a claims handler
• You provide all documentation

Days 3-5: Initial assessment

• Claims handler contacts the other party's insurer (if applicable)
• Damage assessment may be scheduled
• Questions clarified

Days 6-14: Investigation

• Insurers exchange details and statements
• Police report reviewed
• Liability determination begins

Days 15-30: Liability determined & repair authorized

• Approved repair shop contacted
• Repairs begin
• You receive updates on progress

Days 30+: Claims settled or disputes resolved

• If no fault: You owe $0 (minus excess if applicable to your coverage)
• If at fault: Excess charged, insurance pays remainder
• If disputed: May take 8-12 weeks or go to informal mediation

Throughout process:

• You can request rental car if yours is undrivable
• Communicate through FreshCars or insurers, not directly with other driver
• Keep copies of everything

Prevention: How to Avoid This Situation

The best accident is the one that doesn't happen.

Before Renting:

1. Inspect the rental vehicle for existing damage
   • Take photos of any scratches, dents, or damage
   • Get the rental agent to document these
   • This protects you from false damage claims
2. Familiarize yourself with the vehicle
   • Locate all controls: wipers, lights, hazards, horn
   • Adjust mirrors and seat
   • Test brakes gently before merging into traffic
   • Understand its size and width (rental cars vary significantly)
3. Review your insurance coverage
   • Know your excess amount
   • Understand what's included/excluded
   • Ask FreshCars about optional coverage

While Driving:

1. Adjust to Singapore driving
   • Motorcyclists are unpredictable—keep distance
   • Drivers often brake suddenly—maintain 3-second following distance
   • Expressway merging is aggressive—merge carefully
   • Heavy traffic is normal—never rush
2. High-risk situations to avoid:
   • Don't drive during peak hours (7-9 AM, 5-7 PM) if unfamiliar with roads
   • Avoid driving at night in unfamiliar areas
   • Don't use phone while driving (illegal in Singapore)
   • Never drive tired or after alcohol
3. Bad weather precautions:
   • Singapore rain is sudden and heavy—slow down
   • Braking distances increase—increase following distance
   • Turn on headlights for visibility
4. Parking lots & tight spaces:
   • Most rental accidents happen in parking lots
   • Go slowly, reverse carefully, use mirrors
   • If unsure of fit, walk the space first
   • Ding panels to other cars cost money

Common Mistakes Renters Make

Mistake 1: Not calling immediately

• Delays weaken your claim
• Rental company loses ability to guide you
• Insurance may question delayed reporting

Mistake 2: Admitting fault at the scene

• This can be used against you later
• Let evidence and investigation determine fault
• Be cooperative but don't speculate

Mistake 3: Leaving without exchanging full details

• Get everything documented before leaving the scene
• If hit-and-run, report to police immediately
• Photos matter more than memory later

Mistake 4: Not checking insurance before renting

• Some renters discover excess is SGD $2,000+ after accident
• Optional coverage might have been worth purchasing
• Understand what you're responsible for

Mistake 5: Arguing with the other driver

• This escalates situations
• Police and insurers can determine fault
• Your job is to document calmly
• Emotions can lead to admissions you regret

Mistake 6: Underestimating damage

• "It looks minor, I won't report it"
• Small damage can worsen during repairs
• Unreported damage may be detected later and cause disputes
• Always report, regardless of severity

Your Rights as a Renter in Singapore

Know what you're entitled to:

• Right to a vehicle in safe condition (FreshCars must provide roadworthy car)
• Right to insurance coverage (mandatory by law)
• Right to a fair claims process (no discrimination based on nationality or age)
• Right to refuse unreasonable damage claims (if you can prove pre-existing damage)
• Right to temporary alternative vehicle (during repairs, if fault is disputed or not yours)
• Right to see insurance investigation findings (request from rental company or insurer)

If you believe you're being treated unfairly:

• Document everything in writing
• Request formal complaint process from rental company
• Contact General Insurance Association (GIA) Singapore (gia.org.sg)
• Escalate to Financial Industry Disputes Resolution Centre (FIDREC) if needed

What Makes FreshCars Different

We know that rental accidents are stressful. Here's how FreshCars supports you:

1. 24/7 Accident Support Line
   • Real people answer—not automated systems
   • We guide you through every step
   • We contact insurers on your behalf
2. Transparent Pricing
   • We clearly state excess before you rent
   • No surprise fees hidden in fine print
   • We explain exactly what's covered
3. Customer-First Claims
   • We advocate for you with insurers
   • We push for fast resolution
   • We don't blame—we support
4. Approved Repair Network
   • We use trusted repair shops
   • Quality repairs mean no secondary damage
   • We monitor repair progress for you
5. Clear Communication
   • We provide claim status updates regularly
   • We answer questions about charges
   • We're honest about outcomes, good or bad

Final Thoughts: You're Not Alone

If you're reading this because an accident just happened, take a breath. Thousands of rental car accidents occur in Singapore every year. Most are resolved without serious complications if you follow the right steps.

The key actions are:

1. Ensure safety first
2. Document everything
3. Report to police (if required) and FreshCars immediately
4. Exchange full details with other driver
5. Cooperate with insurance investigation
6. Don't admit fault—let evidence speak

And remember: FreshCars is here to support you, not to blame you. We've handled countless accidents. We know the process. Let us help.

If you're in an accident right now:

• Call 995 if anyone is injured
• Call 999 if you need police
• Call FreshCars on [24/7 number] for guidance
• Take photos of everything

Have questions about your rental or coverage? Contact us.

We're here to make your rental journey smooth—and when accidents happen, to make recovery just as smooth.