# Manage accidents and their follow-up

> Record an accident, take the car out of rental and move the nine-step follow-up forward, from the report to the car's return to rental.

**Who can use this:** Agency owner, Agency manager, Fleet manager  
**In the app:** More › Accidents  
**URL:** https://docs.drivego.thesuperplatform.com/en/guides/agency/accidents  
**Updated on:** 2026-10-25

An accident is reported once, with its circumstances, photos and the people involved. As soon as it is sent, the car is taken out of rental and a nine-step follow-up opens. This follow-up guides you until the car is back in rental.

## Steps

1. Open **More**, then **Accidents**.
2. An employee on site reports the accident from their phone (see [the employee guide](https://docs.drivego.thesuperplatform.com/en/guides/employee/accidents)). The agency can also report it.
3. Open the accident to show **Accident follow-up**: the nine steps one below the other.
4. For each step, add your notes and documents, then mark it **In progress** or **Completed**. Mark it **Blocked** if it is waiting for someone else.
5. Keep the file up to date: claim number, insurance policy, deductible, actual cost.
6. Complete step 9, **Ready to rent**, when the car has passed its final inspection.

## The accident list

*Screenshot: Agency accident list with the current step (screen no. 83).*

**Accidents screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Step | No | From 1 to 9 | Step 5 | Filters accidents by follow-up step. |
| Status | No | Open, In progress, Under review, Resolved, Closed | In progress | Filters by progress of the file. |
| Accident row | Not applicable | Number, car, plate, date, current step | ACC-2025-00128, step 5 | Tapping the row opens the follow-up. |

**After you act:** the list shows the latest step of each file.

## Following an accident

*Screenshot: Accident follow-up: the nine steps and the current step (screen no. 84).*

**Accident follow-up screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Circumstances | Not applicable | Date and time, place, position on the map, weather, description | 18 May, 17:40, Rabat, rain | What happened. |
| Injuries | Not applicable | Yes or No | No | Stated in the report. |
| Police | Not applicable | Police present yes or no, report number and document | Report 2026-1187 | The official elements. |
| Third parties | Not applicable | For each: name, contact, phone, plate and model, insurer, policy number, liability (Us, Third party, Shared, Undetermined) | Liability: Third party | The other people involved. |
| Insurer and claim number | No | Text | Claim 55-2026-031 | The file at the insurer. |
| Insurance policy | No | One of the agency's policies | Comprehensive policy | The cover that applies. |
| Deductible | No | Amount | MAD 5000.00 | What remains payable by the agency. |
| Estimated cost, actual cost | No | Amounts | MAD 18,000.00 | The cost of the damage. |
| Steps 1 to 9 | Not applicable | For each step: status, assigned person, expected date, notes, documents | Step 5, In progress | The heart of the follow-up. |
| Step status | Yes to move on | In progress, Completed, Blocked | Completed | Moves the step forward. |
| Notes and documents | No | Text, files | Body shop quote | Attached to the step. |
| Note to skip a step | Yes to skip | Text | Assessment done by the insurer | Owner only. |

**After you save:** the next step becomes the current step. When step 9 is completed, the car is available again.

## The nine steps and who does them

Steps follow one another in order: a step can only be completed when all earlier steps are.

| Step | Name | What happens | Who can complete it |
|---|---|---|---|
| 1 | Accident reported | The report is sent with photos. | Employee, agency manager or owner |
| 2 | Documents collected | Accident report, police report, licence and photos are gathered. | Employee, agency manager or owner |
| 3 | Insurer notified | The insurer receives the claim. | Agency manager or owner |
| 4 | Technical assessment | The car is examined to price the damage. | Employee, agency manager or owner |
| 5 | Repair quote | The garage prices the repair. | Agency manager or owner |
| 6 | Insurer approval | The insurer agrees to cover it. | Agency manager or owner |
| 7 | Repair in progress | The car is at the garage. | Agency manager or owner |
| 8 | Final inspection | The repaired car is checked. | Employee, agency manager or owner |
| 9 | Ready to rent | The car returns to the rentable fleet. | Agency manager or owner |

Only the owner can skip a step, with a required note written on each skipped step. The fleet manager can mark a field step **In progress** or **Blocked**, but cannot complete it. More details in [the nine-step accident follow-up](https://docs.drivego.thesuperplatform.com/en/reference/accident-pipeline).

## What happens next

- **When the report is sent**: the car shows the Accident status, disappears from search with no end date, and the follow-up opens at step 1.
- Managers get "Accident reported" by notification and email, with high priority: this alert does not wait for the end of quiet hours (22:00 to 07:00).
- When a step reaches its expected date, the assigned person is notified.
- **When step 9 is completed**: the car is Available again and the accident moves to **Resolved**. If an actual cost is entered, it is counted once in the accident costs in [finance](https://docs.drivego.thesuperplatform.com/en/guides/agency/finance).

## Troubleshooting

| Situation | Cause | What to do |
|---|---|---|
| A step cannot be completed | An earlier step is not completed. | Complete the steps in order, or ask the owner to skip the step with a note. |
| "Your account cannot perform this action." | An employee tries a step reserved for managers (3, 5, 6, 7 or 9). | An agency manager or the owner completes the step. |
| The car still does not show in search | Step 9 is not completed, or maintenance or a rental holds the car. | Check the follow-up, then the [availability calendar](https://docs.drivego.thesuperplatform.com/en/guides/agency/availability). |
| The report was entered without network | It is waiting on the employee's phone. | It is sent as soon as the network returns, without duplicates. See [offline mode](https://docs.drivego.thesuperplatform.com/en/reference/offline). |

## Related pages

- [Accident follow-up in nine steps](https://docs.drivego.thesuperplatform.com/en/reference/accident-pipeline)
- [Reporting an accident and following its stages](https://docs.drivego.thesuperplatform.com/en/guides/employee/accidents)
- [Manage the agency's insurance policies](https://docs.drivego.thesuperplatform.com/en/guides/agency/insurance)
- [Follow the agency's finance](https://docs.drivego.thesuperplatform.com/en/guides/agency/finance)