An accident is always stressful. But you need to act calmly and methodically. Everything depends on those first few minutes: your payout, your account, and how quickly you can get back on the road. Qiwi Partner breaks down what a driver should do after an accident—from safety measures to repairs and getting back on the route. At every step—what to do, what to document, and who to notify.
Safety First: What to Do in the First Minute
Don't rush to get out of the car or decide who's at fault. First, assess the situation.
- Stop the car. Do not leave the scene.
- Turn on the hazard lights.
- Set up a warning triangle. The faster the traffic, the farther away from the car you should place it.
- Check to see if anyone was injured—both inside and outside the vehicle.
- Are there any victims? Call 112.
The victims are more important than cars and documents. Everything else comes after that.
If you're in a state of shock, don't try to handle anything on your own. The first few minutes are when you're most likely to make mistakes. Calmly follow the steps in these instructions.
What to Do with a Passenger
The passenger is the first person you should take care of. He’s under stress, too.
- Make sure he's not hurt. If you need help, call 112.
- Calmly explain the situation.
- End your trip in the app.
- Please help me get out of the car safely and retrieve my belongings.
- If necessary, please help me book another car.
For a canceled ride, the app usually issues a refund automatically. See your app for details.
Save your trip details: time, route, and flight number. Take a screenshot. This serves as proof that you were working at the time of the accident.
A calm and polite demeanor helps you avoid complaints and maintain your rating.
Step 1. Notify the manager
Next, contact the partner's manager. Message him on Telegram. You can do this at any time of day or night.
Don't wait until morning, and don't put off making the call. The manager will help you figure out what to do next. So make your first call to him.
At Qiwi Partner, driver support is available every day. Check with your partner about this before signing the contract. Questions about support can be found in Partner Selection Checklist.
Step 2. Inspect the car
Once everyone is safe, inspect the car. Pay attention to the following:
- Is any fluid leaking from the car?;
- Are there any visible damages to the body and wheels?;
- whether the car is parked safely and isn't in anyone's way.
A fluid leak is an important sign. Report it to your manager. Do not start the engine if you see a leak. It is dangerous.
Step 3. Take as many photos and videos as possible
Evidence is your best defense. The manager needs to understand what happened, even though he isn't there.
Take photos:
- the overall picture: both cars, the road, and the position of the cars;
- damage on various sides;
- license plate numbers of all participants;
- traffic signs, road markings, and traffic lights;
- skid marks and debris on the road.
Please include a video if you can. If you have a dashcam, save the recording and do not delete it.
It's better to take one extra photo than to miss the one you need. Take photos from different distances until the scene changes.
Write down the details of the people involved and any witnesses: names, phone numbers, and license plate numbers. If there are witnesses, ask for their contact information. Send everything to the Telegram chat with your manager. Don’t keep the information only on your phone.
Step 4. Wait for the manager's decision
After taking the photos, the manager contacts the parties involved in the accident. He determines who is in the right and who is at fault. He then suggests possible courses of action.
Do not try to resolve the issue of liability on your own at the scene. Do not sign any documents you do not understand. Do not admit liability until you have consulted with your manager.
If the other party pressures you or demands that you reach an agreement «on the spot,» do not agree. Tell them that you will resolve the issue through your partner.
Step 5. File a report on the traffic accident: use the Europrotocol or contact the police
There are two main options. Which one to choose depends on the situation. Your manager will advise you.
| The Path | When to use |
| Europrotocol | The parties agree on the circumstances; the damage is minor, and there are no injuries |
| Call the police | There are victims, the parties involved are arguing, there is suspicion of alcohol or drugs, and someone fled the scene of the accident |
You should call the police when:
- There are wounded people;
- the parties disagree on the circumstances;
- one of the participants ran away;
- There is a suspicion that the driver is intoxicated.
How to Fill Out a Europrotocol
A Europrotocol is a joint statement by the parties involved regarding what happened. Fill it out carefully:
- the information on both drivers' licenses;
- vehicle registration numbers and auto liability insurance policy numbers;
- the date, time, and location of the event;
- a description of the circumstances and a diagram of the incident;
- List of damaged components.
Do not sign blank or incomplete forms. Read everything carefully before signing. If you are at fault, do not sign anything until you have spoken with the manager. Is the other driver at fault and willing to admit it? Ask him to fill out the report and sign it.
Does the other person disagree with your version of events? Don't argue. Call the police.
Step 6. Notify the platform
Report the accident separately through the app. In the Help section of Uber, Bolt, or FreeNow, there is an option for reporting an accident. The names of these options may vary by app, so look for the section on accidents.
Why this is important:
- You keep your rating and account;
- the platform properly closes the trip with the passenger;
- You're the first to give your version of the story.
Did you cover up a traffic accident, but a passenger was the first to report it? Your account may be suspended until the matter is clarified. So please report it as soon as possible.
Step 7. Insurance and Reimbursement
Insurance is a separate step. It depends on who is at fault and what kind of policy you have.
- It's not your fault. Damages are covered by the at-fault driver’s mandatory civil liability insurance (OC). This may include repair costs and, under certain conditions, lost income. Proof of income is sometimes required to calculate lost income.
- It's your fault. You are responsible for paying for repairs to your car yourself if you do not have comprehensive insurance. Damage to third parties is covered by your liability insurance.
- It has comprehensive insurance. It covers damage to your car regardless of who is at fault.
Notify your insurance company immediately. The deadlines and procedures are specified in the policy. It may take some time to assess the damage.
Don't count on specific amounts or timeframes. The terms depend on the policy and the situation. Discuss them with your manager and the insurance company.
What kind of insurance do taxis need?
- Taxi dispatch center. Required for transporting passengers. More expensive than standard insurance.
- Comprehensive Auto Insurance. Covers your car even if you're at fault.
- To prevent accidents. Additional protection for the driver and passengers.
- Assistance. Roadside Assistance and Towing.
Do you use your own car for work? Be sure to notify your insurance company of its commercial use. Otherwise, your claim payment may be in question. Read more about this in the article on Your own car or a rental car. Check the lease agreement for the terms regarding repairs and insurance.
Step 8. If the car won't start
Sometimes a car can't drive on its own. In that case, they call a tow truck. The car is then taken to a repair shop.
Do not leave your car until it has been picked up. Take photos of the loading process and keep the towing confirmation. The terms of towing and repair depend on the contract. Please check with the manager for details.
Step 9. Repair and Return to Service
Do not drive on the road with a damaged car. The following types of damage are particularly dangerous:
- broken headlights and mirrors;
- sharp edges on the body;
- the body or suspension geometry is compromised;
- Defective airbags and ABS.
After a serious accident, have your car inspected at a service center. Sometimes an additional inspection is required.
You can have the repairs done at a service center covered by your insurance. Or you can do them yourself after receiving your insurance payout. The choice depends on the terms of your policy and your agreement with the partner.
While your car is in the shop, you're not making any money. Ask the manager if you can take another car from the fleet. You can find car options in the section Car rental for taxis. Please inquire separately about the replacement policy.
Common Mistakes When Getting Started — in the article about beginner mistakes.
What Not to Do
- leave the scene of the accident until the manager makes a decision;
- to plead guilty on the spot without consulting anyone;
- sign documents you don't understand;
- conceal a traffic accident from the platform;
- share details on social media;
- refrain from calling the police if there are victims;
- to take to the track with a damaged car.
How to Prepare for a Traffic Accident in Advance
The best advice is to have a plan. Do this before your first trip:
- Save the manager's contact information on Telegram;
- Please note which chat to send the photo to;
- Keep a charged phone and a power bank in your car;
- Check that the safety vest and warning triangle are in the passenger compartment;
- Please review the insurance and repair terms and conditions;
- Find the help section on traffic accidents in the app.
If a passenger is injured
This is a special case. You need to act quickly and calmly.
- Call 112.
- Do not move the victim unless necessary.
- Call the police.
- Please notify the manager.
- Do not discuss issues of liability and compensation with the passenger.
A passenger may be entitled to compensation for personal injury. This is covered by the carrier’s insurance or the at-fault driver’s insurance. The specific terms depend on the situation. Therefore, do not make any promises to the passenger. Explain that these matters are handled by the insurance companies.
The passenger's behavior also matters. An unfastened seatbelt, alcohol, or a distraction on the driver's part can affect the amount of compensation. Make a note of these circumstances.
After a Car Accident: What Else You Should Do
Once the situation has been resolved, there are still a few things left to do:
- Save all photos, messages, and documents;
- Write down what happened while it's still fresh in your mind;
- Get confirmation from the manager regarding next steps;
- Check the condition of the car before returning it to service.
Wait for your partner's decision and for the renovations to be completed.
Frequently Asked Questions
Who should you call first after a car accident?
If there are any victims, call 112. Then contact the partner's manager on Telegram.
Is it okay to call the manager at night?
Yes. You should report it at any time of day.
What should you photograph after a car accident?
All cars, license plates, the road, signs, and damage. Send them to the manager via chat.
Europrotocol or the police?
It depends on the situation. The manager will advise you. If there are any victims, a dispute, or suspicion of alcohol use, call the police.
Do I need to report a traffic accident to the platform?
Yes. Please report it through the app's Help section. This protects your rating and account.
What should you do if your car won't start?Please call for a tow truck to take the vehicle to the service center. Check with the manager for details.
Do I need to notify my manager if the accident is minor?
Yes. This rule applies to any traffic accident.
Who pays for the repairs?
It depends on who is at fault and what kind of insurance you have. Don't rely on assumptions; discuss it with your manager and your insurance company.
Is it okay to keep driving after a car accident?
Only if the car is in good working order and safe. Broken headlights, sharp edges, and misaligned suspension—these are reasons not to drive.
Where to Start
Qiwi Partner will help you with your car, paperwork, and communication support. Become a driver and save the manager's contact information in advance.
