What is and isn't covered in this FAQ?
This article only applies to guests in Canada who chose a Turo-provided protection plan when booking a vehicle. Click here for trips booked in Germany. For trips booked in the US, click here. For trips in the UK, click here.
You can read the details of Turo’s protection in the Guest portion of this FAQ. It includes information relating to subrogation. You can read a simple description of the typical claims process here.
What if I book with a Commercial Host?
If you are booking a vehicle outside of the US, the Canadian provinces of Alberta, Nova Scotia, Ontario, and Quebec, Germany, or the UK, or you’re booking in one of these regions with a host who has waived Turo’s protection, your host will provide their own commercial rental car liability insurance. These hosts are known as Commercial Hosts. Consult the host and the vehicle’s description for more information about their insurance, protection, and their accident and claims processes. Turo does not handle insurance or damage claims or roadside assistance for vehicles provided by Commercial Hosts. In the case of damage or an accident, contact the host directly to learn what steps you’ll need to take.
What if I'm in an accident or damage the car?
If there’s another car involved when you’re on a Turo-protected trip, please make sure to get the contact and insurance information for the other car and driver. If possible, also get a police report. Then report the damage to us if you booked a vehicle with a protection package on Turo. Otherwise, contact your commercial host.
In certain cases, after we receive a report of the incident, the claim is sent to our insurance provider Intact to process the claim*. We’ll ask you to submit all relevant documentation (e.g., photos, police reports, etc.) to your claims specialist, who’ll guide you through the claims process. The specific resolution will depend on the facts of your case and the documentation you and your host provide. You can learn more about how to protect yourself in the event of a damage claim by reviewing our Trip Photo Policy here.
What are my financial obligations?
When the damage report is filed, we’ll charge you an initial damage coverage cost. The amount charged depends on an initial assessment of the damage and on the protection plan you chose:
- Premier Plan - $0**
- Standard Plan – $500
- Minimum Plan – up to $3,000, and no less than $500
- Decline – up to $3,000, and no less than $500
Ultimate assessed costs can be up to the full value of the car, plus related costs and administrative fees.
If you were charged a security deposit for your trip, we’ll subtract the initial damage coverage cost from that deposit. If the deposit does not fully cover the cost, we’ll charge your trip payment card for the balance.
Your financial obligations depend on which protection plan you chose. No matter what plan you’ve chosen, or where the fault for the damage lies, you are ultimately responsible for eligible damage to the Turo car, limited by your deductible**. Guests are not responsible for wear and tear or pre-existing damage that was reported at the start of the trip or is found to have been in place before your trip began.
Depending on which protection option you’ve chosen and the level of damage, we’ll refund you either some, none, or all of the amount you were initially charged. Or, you may be required to pay (either yourself, your personal insurer, or both) additional amounts to satisfy your obligations. Whatever the case, you will be responsible for the administrative cost to process the claim of up to $150. If your current payment card does not have sufficient funds to cover the cost of payment, we’ll charge your other cards on file to satisfy your payment obligations.
*Turo and Intact will not process claims for accidents that occur in a vehicle covered by commercial hosts. If the vehicle is covered under a host’s separate commercial rental plan, all claims must be filed through that plan and Turo and Intact are not responsible for any damages or claims that may arise.
**If the reported damage is Physical, guests who choose the Premier plan will bear no financial responsibility and will not pay a claims processing fee. Those guests will be responsible for the cost of damage if they are found to be responsible for Mechanical or Interior damage.