This article only applies to travelers in Canada that selected a Turo provided protection plan when booking the vehicle.
If you are renting in a country outside of the United States or Ontario, Alberta, or Quebec, Canada, or a vehicle in the United States and Canada where the owner has declined Turo’s protection, your insurance will be provided by the owner’s own commercial rental car liability insurance and you should, therefore, consult the owner and the vehicle’s description for more information about their insurance and their accident processes. Turo does not handle insurance or damage claims for vehicles covered by owner-provided insurance; in the case of damage or an accident, contact the owner immediately to learn what steps you will need to take.
The specifics of Turo’s protection are described in the Renter portion of this FAQ entry, including procedures relating to subrogation. A simple description of the typical claims process is available here.
If there is another car involved, please make sure to get the contact and insurance information for the other car and driver, and get a police report if available.
After we have received a report of the incident, Intact processes the claim*. During the claims process, please share all relevant documentation (e.g., photos, police reports, etc.) with your Turo and Intact claims specialists. The specific resolution will depend on the facts of your case (which party is at fault, jurisdiction, etc.), and we will guide you through the claims process.
When damage is reported, you will initially be charged the following preliminary applicable amount at the beginning of the claims process, depending on the initial assessment of the damage:
- Premium Package – $500
- Basic Package – up to $3000, and no less than $500
- Decline – up to $3000, and no less than $500. Ultimate assessed costs can be up to the full value of the car, plus related costs.
Your responsibilities will vary depending on which protection package you have selected. In cases where only the owner’s car is involved, you are responsible for damage to the owner’s car that isn't wear and tear and wasn’t reported as pre-existing damage at the beginning of the reservation.
Depending on, among other things, which protection option you have selected, where liability for the incident is found to lie, and what the level of damage is, you will either receive a refund of some, none, or all of the amounts initially charged, or be required to pay (either yourself, your insurer, or both) additional amounts to satisfy your obligations. One of the costs that you will be responsible for will be a $150 claims processing fee. If your current payment card selection does not have sufficient funds to provide coverage for the payment, we will charge your other cards on file to satisfy your payment obligations.
Your Turo claims specialist will notify you of the final amount due after all damages and expenses are calculated.
*Intact will not process claims for accidents that occur in a vehicle covered by owner-provided insurance. If the vehicle is covered under an owner’s separate commercial rental plan, all claims must be filed through that plan and Turo is not responsible for any damages or claims that may arise.