elmo's Emergency Guide - elmo help centre

What to do in a breakdown or accident

Road Accidents

If you’ve been in an accident on the road, here’s what to do:

1. Be safe

Make sure that you (and any passengers and/or other members of the public) are safe and then that the vehicle is secure.

2. Gather information

You should use the checklist below to help you by noting the following:

The 3rd party drivers details (if applicable)

  • Full name
  • Contact number
  • Email address
  • Address
  • Vehicle make/model and Registration number
  • Insurance details

Incident Details

  • The exact location of the incident
  • Photos of the car(s) and location
  • Your statement of what happened

Witness Details

  • Full name
  • Contact number
  • Email address
  • Address

N.B. You should not admit any fault or make any offers or promises etc. to any third party that was involved without first speaking to your insurance provider (see below).

3. Report the accident

Following an incident, please file a report on our elmo Claims App from your mobile.

This is the easiest way to report an accident and can be downloaded from the Apple App Store (iPhone) or Google Play Store (Android). It provides handy guidance and allows you to easily submit all the information insurance companies require. Once submitted, your report will be sent directly to our claims team who will handle and resolve in a timely manner.

Alternatively, collect the information here and call 0345 300 4644 and press option 1 – this will take you to our claims reporting line.


If your vehicle needs recovering out of office hours between 5pm and 9am, you should call our recovery provider direct on 0800 400 655. They will assist you with recovering your car, but you’ll still need to submit a report in the elmo Claims App.

If you’re unable to use the app to submit the claim information, you should send an email with the details to , as soon as possible.


1. Be safe

Make sure that you (and any passengers and/or other members of the public) are safe and then that the vehicle is secure.

2. Contact our designated breakdown provider

You should call elmo Breakdown Assistance on 0333 070 2788. This is operated by our partners at the RAC and they’re available 24/7. They will be able to help you with your electric car, though if they’re unable to offer assistance over the phone or at the roadside, they will tow your vehicle to the nearest garage, or back to your home.

Warning Lights

If your car is showing a warning light or message, you should let us know as soon as you’re able.  

Please email us (with a photo of the problem) at hello@elmodrive.com or call us at 0330 165 4945.

Our Fleet Support team will work with you to figure out the nature of the problem and then organise for the problem to be resolved as soon as possible.