Guest accidents, claims, and responsibilities | Canada

 

Fast Facts:

  • This article applies only to Canadian guests in Alberta, Nova Scotia, Ontario, and Quebec who’ve chosen a Turo protection plan. 
  • You can read about accidents, insurance, and responsibilities for guests in the US, Germany, or the UK.  
  • Turo doesn’t offer protection plans for guests who book a trip with a Commercial Host.  We do not handle accident or damage reports, claims processing, or roadside assistance for Commercial Host trips. 

How does insurance work?

Trips with a Turo-protected host

Turo offers protection plans for guests who book a trip with a Turo-protected host. You can read a summary of the protection plans available in Canada. You can also get complete coverage information about the plans available to our guests in Canada. 

Trips with a Commercial Host

Turo does not offer protection plans for guests who book a trip with a Commercial Host. These hosts provide their own commercial liability insurance 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 Turo’s 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

After we’ve received your report, a Turo claims specialist will pass the claim on to Intact Financial Corporation. 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 Turo protection plan.  You’re ultimately responsible for eligible damage to the Turo car, up to your 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 fees. However, you’ll pay only an initial assessment at the start of the claims process. 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. No matter what plan you’ve chosen, you’re ultimately responsible for eligible damage to the Turo car during your trip. However, the amount you pay is limited by your deductible.  

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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