If your Motto or another item has been stolen, the first step is to report the theft via the assistance section in the app by clicking on Assistance then Report a theft.
Your rental contract is available in your customer area on our website, under the Download my rental contract section.
You will then need to file a police report at the nearest police station within 48 hours. To speed up the process, we recommend going early in the morning or in the early afternoon, during the quieter times. Please specify whether your battery was present at the time of the theft when you file the report.
Send the documents to [email protected].
🚨 Without filing a police report, you will be required to pay the full insurance excess, which is €6,000. 🚨
The insurance excess will be deducted within 48 hours after your theft report. You can find the amounts of the different excesses in this article:
Once your report is sent to [email protected], our team will analyze it. If the theft conditions are met, your case will be sent to our insurer. The conditions to meet are:
Once the insurance excess has been paid and your case is validated by our team, a schedule will be sent to you to pick up a new Motto within 48 hours.
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