Accidents happen. The first time it happens to you, the temptation is to over-explain on the doorstep — to apologise repeatedly, to start working out who pays, or to promise the customer something will be fixed. Don't. The cleanest, fairest handling — for the customer, for you, and for Zuno — is the short, factual process below.

Follow these four steps in order. The whole thing takes a few minutes on site.

Step 1 — Photograph the damage first

Before anything else. Clear photos of the affected area from multiple angles, with enough context that the location on the vehicle is obvious. If you can include the registration plate in one of the photos, do — it makes later identification unambiguous. Take more photos than you think you need; you can discard later, you can't go back and re-shoot.

Step 2 — Notify the customer calmly

Tell the customer there's been an issue, that you've photographed it, that you've reported it to Zuno, and that Zuno will be in touch as soon as possible to explain the next steps.

Important — what NOT to say:

• Do not discuss who is at fault. That's a conversation Zuno handles with the customer, not you.
• Do not promise any outcome or compensation — no amount, no timeline, no specific remedy.
• Do not say "Zuno will pay" or imply that Zuno covers the damage. That isn't yours to commit on Zuno's behalf.

Stay calm and factual. "There's been an issue, I've reported it to Zuno, they'll be in touch as soon as possible" is the whole script. The next steps are Zuno's conversation to have with the customer.

Step 3 — Email Zuno support, marked URGENT

Email [email protected] with URGENT in the subject line. Include:

• A clear description of what happened.
• The photos from Step 1.
• The date and time it happened.
• Your operative ID, copyable from your account screen (the dedicated Copy button next to your ID).

The email creates the record. Don't rely on a phone call alone — the photos and the written account are what we use to handle the case.

Step 4 — Zuno reaches out and explains the next steps

Once we've received your email, we coordinate the next steps — contacting the customer, gathering any further information from either side, and walking through the resolution. You don't need to chase or follow up unless we ask you for more.

Why this script matters

On-the-spot conversations about fault or compensation are how small incidents become disputes. The process above keeps the interaction calm, gives Zuno the information needed to handle it fairly, and avoids commitments being made — by either side — that have to be unpicked later.

Your own insurance (Public Liability + Care, Custody and Control, collected at signup) is the cover that responds to damage you cause to a customer's vehicle. That's why the requirement was specific at signup. The process above is how we coordinate with you and the customer if and when a claim becomes relevant — that conversation flows through Zuno, not across the doorstep.