Guest accidents, claims, and responsibilities | Canada

Fast Facts:

  • This article applies only to Canadian guests whose trip begins in Alberta, British Columbia, Nova Scotia, Ontario, and Quebec and who’ve chosen a protection plan offered through Turo. 
  • You can read about accidents, insurance, and responsibilities for guests in the US or the UK.  
  • Guests who book a trip with a Commercial Host aren’t eligible to choose a protection plan through Turo. Neither Turo nor Turo Insurance Agency handles accidents,  damage reports, claims processing, or roadside assistance for Commercial Host trips. 

How does insurance and physical damage protection work?

Trips with a protection plan 

If you book a trip with a peer-to-peer host, you’ll have the opportunity to select a protection plan offered through Turo. You can read a summary or complete information about the protection plans available to our guests in Canada.

Trips with a Commercial Host

Guests who book a trip with a Commercial Host don’t receive a protection plan via Turo. Instead, these hosts provide their own commercial liability insurance for themselves and to their guests. If you book a trip with a Commercial Host, check their vehicle’s description for insurance information. Contact them with questions about their insurance. Ask them about coverage, cost, accident reporting, roadside assistance, and damage claims processes. 

What do I do if I’m in an accident or damage the car?

If you’re in an accident and need roadside assistance in Canada, call 1-888-391-0460. Read complete information about roadside assistance for guests in Canada.

Canadian guests who are involved in an accident or need to report damage to the vehicle should use the online Claims resolution center. You’ll be prompted to give a full description of the incident. You’ll also be asked to upload photos of the damage. If you’re involved in an accident with another car, get:

  • the driver’s contact information
  • the driver’s insurance information
  • a police report, if possible

Depending on the severity of the damage and whether a third party was involved, Turo will either handle the claim or transfer it to one of our insurers, Intact Financial Corporation or Insurance Corporation of British Columbia (ICBC). The specific resolution to your damage claim will depend on the facts of your case and the documentation you and your host provide. Learn what to expect once you file a claim by reading about the damage claim process in Canada. 

What are my financial obligations? 

Your financial obligations depend on your claim’s resolution and your protection plan. You’re ultimately responsible for eligible damage to the booked vehicle, up to your protection plan deductible and regardless of fault. There are two exceptions: 

  1. The damage is non-covered wear and tear, and 
  2. The damage is pre-existing damage that you reported and documented before the start of your trip. 

Ultimate assessed costs can be up to the full value of the car, plus related costs and administrative claims processing fees of up to $150. Canadian guests pay the following initial assessments:

  • Premier plan: $0
  • Standard plan: $500
  • Minimum plan: up to $2,000, and no less than $500
  • Decline: up to $2,000, and no less than $500 

If you paid a security deposit for your trip, we’ll subtract the initial damage coverage cost from that deposit. If the deposit doesn’t fully cover the cost, we’ll charge your trip payment card for the balance, or we may send you an invoice. No matter what plan you’ve chosen, you’re ultimately responsible for eligible damage to the booked vehicle during your trip. However, the amount you pay is limited by the deductible in your protection plan.  

You can find complete information about the financial obligations associated with guest protection plans in Canada and about the damage claims process.

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