Reporting missing or stolen vehicle

If your car is missing, has not been returned by the Guest, or has been stolen during or after a Trip, report it to TREVO immediately. This guide explains what to do and what to expect.

Step 1: Report to TREVO within 2 hours

Raise a report through the TREVO app and contact our Customer Service team via in-app live chat (TREVO app > Account > Live Chat) within 2 hours of discovering that the Vehicle is missing or stolen. Our Operations Team will reach out to provide further assistance depending on the situation.

Step 2: Lodge a police report within 24 hours

Lodge a police report of the loss or theft of the Vehicle within 24 hours of discovering that it is missing, following the instructions given by our Operations Team. Cooperate fully with the authorities in all matters related to the investigation.

Step 3: Provide details of all parties involved

Where applicable, obtain the names, identity card or passport numbers, and addresses of all parties involved, including any witnesses, and share them with TREVO.

Step 4: Do not settle without TREVO's approval

Do not enter into any settlement relating to the loss, damage and/or theft of the Vehicle without the prior approval of TREVO.

What TREVO will do

TREVO will provide reasonable assistance to retrieve the car listed on the marketplace. Where the Vehicle has not been returned by the Guest, TREVO may track the Vehicle's location via its GPS device, report the Vehicle as stolen to the police, and commence legal action to recover costs against the Guest.

GPS tracker requirement

All cars listed on TREVO are required to be equipped with a satellite-based GPS tracker before accepting Bookings (mandatory since 1 October 2022). Hosts can supply their own device or request a TREVO Track device on the app. TREVO-supplied devices remain the property of TREVO, require a refundable deposit of RM180 and a monthly fee based on your TREVO Shield plan, and must not be tampered with.

Protection conditions

To keep protection coverage for loss, damage or theft of the Vehicle, the following conditions apply:

Notify TREVO promptly of the loss, damage or theft of the Vehicle
Lodge the police report within 24 hours
Do not enter into any settlement without TREVO's prior approval
Do not send the Vehicle for repair or allow any party to tow it without TREVO's prior consent
Safeguard the Vehicle (park securely, lock the Vehicle, do not leave valuables inside)
Deliver all correspondence and documents relating to the incident to TREVO and cooperate fully with any investigation

Full details are set out in our Terms of Service.