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FAQ

Find the answers to your questions here

Damage, responsibility and insurance

What are my responsibilities for the car? It is your responsibility to ensure that the car is always in good and usable condition by following the manufacturer's maintenance and service instructions as well as complying with mandatory vehicle inspections. Regularly check the oil and coolant levels, as the service agreement with Ayvens does not cover engine damage caused by a lack of these. Remember to check that the tyre pressure is correct. Any damage beyond normal wear and tear must be repaired as soon as possible. If your car sustains damage and needs to go to the garage, it is your responsibility to immediately notify the damages department at [+45 3355 8060](targetSelf:tel://004533558060) or send an email to [forsikring.dk@ayvens.com](targetSelf:mailto:forsikring.dk@ayvens.com). If you lose your fuel card, it is your responsibility to report this to Ayvens at [+45 3355 8050](targetSelf:tel://004533558050).Can you insure cars? Yes, Ayvens offers comprehensive insurance coverage, including liability-, comprehensive-, and driver casualty insurance, as well as GAP coverage, which protects against financial losses in the event of total loss of a vehicle on vehicles leased through Ayvens. We also offer glass damage insurance. [More on this topic](targetSelf:https://www.ayvens.com/en-dk/leasing-with-us/fleet-management/services/insurance-through-ayvens/).What do I do if my car breaks down? If your car breaks down, most brands offer free assistance, in some cases for the entire lifetime of the car. You can find the number for your car in the list below. If your car has a service subscription with Falck, you can receive free assistance by ringing [+45 3355 8060](targetSelf:tel://004533558060). CAR MAKE EMERGENCY TELEPHONE LINE Alfa Romeo [+45 8033 0620](targetSelf:tel://004580330620 "Alfa Romeo") /[+45 8623 1722](targetSelf:tel://004586231722 "Alfa Romeo") Audi [+45 8020 3060](targetSelf:tel://004580203060 "Audi") BMW[+45 8030 4045](targetSelf:tel://004580304045 "BMW") Citroën [+45 7010 1092](targetSelf:tel://004570101092 "Citroën") Fiat [+45 8033 0620](targetSelf:tel://004580330620 "Fiat") / [+45 8623 1722](targetSelf:tel://004586231722 "Fiat") Ford [+45 8030 8520](targetSelf:tel://004580308520 "Ford") Hyundai Ring local authorised garage Mercedes-Benz [+45 3378 5555](targetSelf:tel://004533785555 "Mercedes-Benz") Mitsubishi [+45 3332 7000](targetSelf:tel://004533327000 "Mitsubishi") Nissan 00800 1264 7726 Opel [+45 8030 3003](targetSelf:tel://004580303003 "Opel") Peugeot [+45 8621 3483](targetSelf:tel://004586213483 "Peugeot") Renault Ring local authorised garage Saab [+45 8030 3099](targetSelf:tel://004580303099 "Saab") per service manual Seat [+45 7020 1858](targetSelf:tel://004570201858 "Seat") Skoda [+45 7020 7078](targetSelf:tel://004570207078 "Skoda") Toyota [+45 8060 6668](targetSelf:tel://004580606668 "Toyota") Volvo [+45 7942 4247](targetSelf:tel://004579424247 "Volvo") VW passenger cars: [+45 8020 3050](targetSelf:tel://004580203050 "VW passenger cars") Commercial vehicles: [+45 8020 3080](targetSelf:tel://004580203080 "VW vans")What do I do if my car has been damaged? If your car has been damaged, you must report the damage as soon as possible; you can do this [here](targetSelf:https://www.ayvens.com/en-dk/for-drivers/accidents-and-damages/) or via [My Ayvens](targetSelf:https://my.ayvens.com/dk-fleet/step/landing) and [My NF Fleet](targetSelf:https://my.nffleet.com/dk-nffleet/step/landing?j=1056448&sfmc_sub=559591102&l=60_HTML&u=26079447&mid=536004980&jb=1&utm_source=&utm_medium=&utm_campaign=&utm_term=).What do I do if someone has broken into my car? If your car is broken into, do as follows: 1. Report the break-in of the car to the police. 2. Contact Ayvens; you can do this [here](targetSelf:https://www.ayvens.com/en-dk/for-drivers/accidents-and-damages/) or via [My Ayvens](targetSelf:https://my.ayvens.com/dk-fleet/step/landing) and [My NF Fleet](targetSelf:https://my.nffleet.com/dk-nffleet/step/landing?j=1056448&sfmc_sub=559591102&l=60_HTML&u=26079447&mid=536004980&jb=1&utm_source=&utm_medium=&utm_campaign=&utm_term=). 3. Report the break-in to your own insurance company, if you have had any personal property stolen that might be covered by your personal/homeowner’s insurance. 4. If you have had tools, a computer, or other items belonging to your company stolen, the break-in must be reported to the fleet manager/insurance manager.What do I do whilst my car is in the garage? At Europcar, you can rent a car if the garage is not able to make a replacement car available. The same applies if you need an extra vehicle for a short period of time.

Service

How do I book service? Book service through this [link](targetSelf:https://www.1link.com/booking/RzzYfmEsu1a4Jtxq7GCmFN~QkwcPmRNVEFM3SLDhQFA%3D).What do I do when my car needs an inspection? You can get your car inspected at FDM and Applus. Read more about this [here](targetSelf:https://www.ayvens.com/en-dk/for-drivers/maintenance-and-repairs/).

Driving and maintenance

How often should I wash my car? Here are 4 good tips for better (and less expensive) car washes: 1. Forget the most expensive wash - the cheaper is sufficient.  2. Spend time on water and brushes in the edges and trim of doors and tailboard. 3. Wash the car more often in the winter to remove salt and debris. 4. Be aware of bird droppings as they may be hard to get off. How do I maintain my car? Here are 4 useful tips for maintaining your car: 1. Regularly check that the engine has enough oil and the radiator has enough water. 2. Charge the car according to the model’s specifications. 3. It is important to periodically check that the tyre pressure is correct to ensure optimal safety while driving. Additionally, your tyres will last longer. It is also essential to make sure you have the correct summer and winter tyres fitted. 4. Remember to wash your car regularly. What do I do when my car lease expires and needs to be returned? Please read the page about returning your leased car as well as the return guide well in advance before handing in the car. For business lease: [](targetSelf:https://www.leaseplan.com/en-dk/my-lease-car/vehiclereturn/return-your-business-lease-car/ "Business lease car return")[](targetSelf:/en-dk/for-drivers/vehiclereturn/return-your-business-lease-car/)[](targetSelf:https://www.leaseplan.com/en-dk/my-lease-car/vehiclereturn/return-your-business-lease-car/ "Business lease car return")[Return your business lease car](targetSelf:/en-dk/for-drivers/vehiclereturn/return-your-business-lease-car/) For private lease: [](targetSelf:https://www.leaseplan.com/en-dk/my-lease-car/vehiclereturn/return-your-private-lease-car/ "Private lease return")[Return your private lease car](targetSelf:/en-dk/for-drivers/vehiclereturn/return-your-private-lease-car/) Where can I get my tyres changed? You can have your tyres changed at [Dækpartner](targetBlank:https://daekpartner.dk/daekcentre/ "Dækpartner") or [Superdæk](targetBlank:https://sds.dk/ "Superdæk"). Ayvens has a nationwide business agreement with them.Who pays my speeding tickets? The car's registered user has to pay the speeding ticket. However, it's sent to Ayvens, and we then send it to the registered owner. You should also note that if you are letting another person use your car, and they get a speeding ticket, you are still the one responsible for paying the fine.

Fuel cards (only applicable for business lease)

What should I do if I lose or misplace my fuel card? You must notify us immediately if you lose your fuel card. We will block the card as soon as we hear from you. Until that point, your company will remain liable for any unauthorised use. Contact Ayvens by telephone [+45 3355 8050](targetSelf:tel://004533558050 "Ayvens customer service"). If you lose your fuel card outside Ayvens' business hours, please contact the customer service department of the petrol station at the 24-hour telephone numbers. Shell [+45 7012 6500](targetSelf:tel://004570126500 "Shell") Circle K [+45 7010 1101](targetSelf:tel://004570101101 "Circle K") Q8 [+45 7012 8888](targetSelf:tel://004570128888 "Q8") Uno-X [+45 7010 1234](targetSelf:tel://004570101234 "Uno-X") OK[+45 8932 2530](targetSelf:tel://004589322530 "OK")How do I change the PIN for my fuel card(s)? Changing the PIN on your Fuel card is easy. See how here: **Shell** Can be changed with Ayvens customer service. Contact [kundeservice.dk@ayvens.com](targetSelf:mailto:kundeservice.dk@ayvens.com) **Circle K** Can be changed with Ayvens customer service. Contact [kundeservice.dk@ayvens.com](targetSelf:mailto:kundeservice.dk@ayvens.com) **Q8** Can be changed at petrol station or by calling [+45 7033 8888](targetSelf:tel://004570338888 "Q8"). **Uno-X** Contact Uno-X at [+45 7024 1234](targetSelf:tel://004570241234 "Uno-X"). **OK** Can be changed at Ayvens. Contact: [kundeservice.dk@ayvens.com](targetSelf:mailto:kundeservice.dk@ayvens.com)How do I use my fuel card? Every time you refuel, you plug in the current mileage status together with the PIN. If you are refueling a replacement vehicle, you write "99" in current mileage status. We recommend that you keep your fuel card in a safe space, fx. your wallet, and that you do not leave it in the car. Fuel card(s) from former Ayvens cars, can not be used on your current car.

General questions

How do I get started with My Ayvens? Only applicable for business lease: To get started with My Ayvens, contact our customer service for registration. This can be done via email: [kundeservice.dk@ayvens.com](targetSelf:mailto:kundeservice.dk@ayvens.com) or call [+45 3355 8050](targetSelf:tel://004533558050 "Ayvens customer service").Can you produce reports on the fleet, such as environmental reports? Yes. Ayvens' My Ayvens means you will always have the information you want about your fleet. This includes, for example, GreenPlan reports that show the CO₂ emissions of your fleet.What about configuration and decoration or commercial vehicles and trucks? Ayvens offers everything when it comes to the configuration and furnishing of commercial vehicles and trucks. We can also assist with arranging decoration and wrapping. If you would like to know more, contact Ayvens’ vehicle advisers at [+45 3355 8130](targetSelf:tel://004533558130 "Ayvens").What do I do if I want to buy my car? You have the option of purchasing your car after the end of the leasing period. Read more [here](targetSelf:https://www.ayvens.com/en-dk/for-drivers/buy-your-lease-car/) or contact us for more information at [](targetSelf:tel://004588738500)[+45 4355 3000](targetSelf:tel://004543553000 "Ayvens køb og salg af brugte biler") or send us a mail to [brugersalg.dk@ayvens.com](targetSelf:mailto:brugersalg.dk@ayvens.com) If you are unsure as to whether your company’s vehicle policy allows purchase of your used leased car, you should check your vehicle policy or contact your company’s vehicle manager.What rules apply to 17-year-old drivers? The following rules apply to 17-year-old drivers: - Between 05.00 - 20.00, 17-year-olds are allowed to drive alone in the vehicle. - From 20.00 - 05.00 the 17-year-old must be accompanied with a companion for whom these 3 rules apply: 1) Has to be minimum 24-years-old. 2) Have had a Danish drivers license for 5 years. 3) Can't have had his or hers ability to drive revoked the last 5 years. - In the first 3 years there's a blood alcohol limit of 0.002% (basically zero tolerance). - Parent or guardian must approve that 17-year-old can drive the vehicle alone. - Rules are only applicable in Denmark.

Driving abroad

What do I do if my car breaks down when I am abroad? If your car has comprehensive insurance, SOS will assist you abroad if you become ill, have problems with the car, or have a traffic accident. **The red SOS card** If you want to bring the red card with you on your road trip, you can print the card directly from the SOS website. [You can find the link here](targetBlank:https://www.sos.eu/da/). Alternatively, you can also report the damage digitally by [using this link](targetSelf:/en-dk/for-drivers/accidents-and-damages/) and writing Euro Insurances DAC as the insurance company: [Report damage to SOS](targetBlank:https://roedtkort.sos.eu/order-rsa). **The green card** Is proof that your car is insured against liability. The license plate on your car is proof that your motor vehicle is legally insured against liability, and therefore it is no longer necessary to carry the green card in the vast majority of countries within the EU borders, Norway, Iceland, Switzerland, Andorra, Serbia, Montenegro & the United Kingdom. You can read more here: [DFIM worth knowing when you are going abroad.](targetBlank:https://www.dfim.dk/garantifonde/garantifond-motorkoeretoejer/vaerd-at-vide-naar-du-skal-koere-til-udlandet/det-groenne-kort/) If you are going to a country that requires a green card, we will be happy to send you one via email, which you can present to authorities on a mobile phone, tablet or other mobile device from January 1, 2025.Where can I use my fuel cards? You have many possibilities to use your fuel cards for petrol, disel and electricity abroad.  Following is an overview: **Circle K** Fuel: Eni/Agip, BP, OMV og Aral **Q8** Fuel: OK, Q8 (Sweden) Charging: Yes **OK** Fuel: Preem (Sweden) **Uno X** Fuel: Preem (Sweden), Norway **Shell** Fuel: Shell, Shell Express, Q8, F24 Charging: YesWhat do I need to remember when driving abroad? There are five things you need to remember before and during a drive out of the country. 1. Always check with your employer first whether the car can be driven out of the country, and whether it is permitted to take the company car on holiday. 2. Be sure to bring part 1 of the registration certificate. You can order one through Ayvens. 3. Make sure that you have the legally required safety equipment with you, such as a Reflective jacket, Warning triangle, First aid kit, or powder-based fire extinguisher. 4. Check whether winter tyres are legally required for snow. 5. Keep the telephone number for SOS [+45 7010 5052](targetSelf:tel://004570105052 "SOS") (if you have Comprehensive insurance). Red & Green cards for driving abroad? **Green card** In by far the most countries, you no longer need to bring along the Green Card. The Green Card is proof that you have liability insurance on your car, but nowadays it is enough to just have a license plate on the car, when you are driving within the EU, including the EEA countries Norway, Croatia, Switzerland, Iceland and Andorra. **Exceptions**: You must bring the Green card along to the countries below: Albania\* Bosnia and Herzegovina Macedonia Belarus Iran Israel Morocco Moldova Serbia Montenegro Russia Turkey Ukraine \*Be aware that the Kosovo part of Albania does not accept the Green Card. Here, you will need to take out liability insurance at the border. From July 1st. 2020, it is possible that your insurance company might send you the Green Card digitally so you can print it yourself. You always have to bring a physical copy, as it is not allowed to be shown on a mobile phone or tablet. Find out more about the green card here **Red card** The red card is just the SOS telephone number: [+45 7010 5052](targetSelf:tel://004570105052 "SOS "), which provides assistance if you have comprehensive coverage. We recommend downloading the SOS app to your smartphone. The app includes, among other things, a GPS function, which enables SOS to find your geographical location in case of a breakdown abroad. Find more information [here.](targetSelf:https://www.sos.eu/da/til-dig/roedt-kort/ "SOS Red card")

EV

I have Clever as a provider, where can I find information about them? If you have questions to Clever and their products, [you can read more here.](targetBlank:https://clever.dk/faq#cs86db42ca6380a3e2 "Clever information") What is Clever Power? Clever Power is for you, who wants to have 1:1 invoices of your charging. Your company has chosen that you have Clever Premium at your service. This gives you the best reimbursement rate when charging on your home charger. [Read more about Clever Power here](targetBlank:https://clever.dk/faq/hvad-er-clever-power#blt1cc64eccb04c6b0b "Clever Power"). I'm going abroad with Clever, what do I do? There are approximately 15 super chargers across the Nordics which are included in your Clever subscription. These can be seen in Clever's app. When Clever is used abroad, you can switch between your payment card or charging piece number. If you're paying for your charging privately when abroad, your payment card must be chosen as a payment method (receipts will be available in the app). Can I get Clever in Carplay? Yes, you can add Clever's app to Carplay. Here you can use the app. Can I use Shell Recharge when going abroad? Shell Recharger roams on the almost the entire charging network across the different providers. If your car's navigation system shows you a charger, Shell Recharge can be used. There are some exceptions - Tesla and Clever's super chargers. Where can I read more about EVs? We've made a frequently asked questions page on our website. You can [find more questions and answers about EVs here](targetSelf:/en-dk/drive-electric/our-ev-options/faq-evs/).