On this page
- What is the first thing to do with a car that is not yours?
- Where do I find the rental company's assistance number?
- Can I call an outside tyre fitter?
- Who pays for a flat tyre on a rental car?
- How do you document the tyre damage?
- Fleets, taxis and private hire: how do they organise it?
- If you are in Milan and the rental company authorises it
- Frequently asked questions
What is the first thing to do with a car that is not yours?
The first thing to do is get yourself safe, exactly as you would with your own car: hazard lights on, high-visibility vest when required, warning triangle out and passengers away from the traffic. The contract comes afterwards.
If you are not sure what to do in the first few minutes, follow the guide on how to get safe after a puncture.
Where do I find the rental company's assistance number?
The assistance number is usually in the contract, in the documents in the car, on a sticker inside the vehicle or in the rental company's app. For company cars, it is often provided by the fleet manager or the department that runs the vehicle fleet.
- look in the document wallet or the envelope you were given at pick-up;
- check the windscreen, the door pillar and the sun visor;
- open the app or the rental confirmation email;
- for a company car, ask your internal contact.
Can I call an outside tyre fitter?
It depends on the contract: some rental companies require you to always go through their own assistance service, others allow outside work with prior authorisation or in particular situations. Before having any work done, ask the rental company or your employer how to proceed.
If they authorise it, also ask what you need for any reimbursement: type of document, details to include, photos of the damage. That way you avoid disputes when you return the car.
Who pays for a flat tyre on a rental car?
Who pays depends on the terms of the contract and on any extra cover you have taken out. In some contracts tyre damage is excluded or subject to an excess; in others it is included.
There is no single rule for everyone: read the terms under damage, tyres or roadside assistance, and if in doubt ask the rental company for written confirmation. For company cars, the company's internal policy applies.
How do you document the tyre damage?
To document the damage, take clear photos before any work is done and note the place, date and time.
- a photo of the whole wheel and of the vehicle with the number plate visible;
- a close-up of the damage: nail, cut, bulge or damaged sidewall;
- a photo of the sidewall showing the tyre size;
- if the damage was caused by a pothole, photos of the pothole and of where it is.
Keep every receipt or job report and attach them to your message to the rental company.
Fleets, taxis and private hire: how do they organise it?
For fleets, taxis and private hire (NCC) vehicles, it pays to decide in advance who to call and what procedure to follow, because a vehicle off the road is lost business. Many companies give drivers a single number and clear rules for authorising work.
The specific needs of people who work on the road are covered on the page tyre assistance for fleets, taxis and private hire.
Frequently asked questions
Can I use the repair kit on a rental car?
Technically yes, if the hole is small and in the tread, but it is best to ask the rental company first: some procedures require you to contact their assistance service before any work is done. After using the kit, the tyre must still be checked by a tyre fitter.
Do I have to report the puncture even if I have already had it repaired?
Generally yes. Many contracts require you to report any damage to, or work on, the vehicle. Reporting it with photos and a receipt avoids disputes when you return the car. Check your contract terms for the required timescales and method of notification.
Are tyres included in a long-term lease?
It depends on the contract. Some long-term leases include tyre management, with precise rules on where and how work is done; others do not. Check the terms or ask the leasing company before going to a tyre fitter outside their network.
What do I do if the rental company's assistance line does not answer?
Get yourself safe and try again, noting the times and your call attempts. If there is danger, call 112. If you decide to call an outside tyre fitter, keep proof of your attempts to get through and document the damage and the work with photos and a receipt.