This article refers to rentals where the vehicle is covered by a Turo protection package. Vehicles covered by owner-provided insurance and their associated reservations are not subject to this process, and instead are subject to the owner’s commercial rental insurance policies and processes.
At the time of the trip, the host and guest should walk around the car and agree on any existing damage, as well as the general condition of the car. Both the host and the guest should document any pre-existing damage at the beginning of the reservation by using Trip Photos on the app or uploading photos to the trip page at https://turo.com/trips.
At the time of return, the host and guest should do another walk around the car and agree that the car was returned in the same condition. If there is any new damage eligible for protection under a protection package, it is the guest’s responsibility.
If the host believes that they might want to pursue a claim, they must report it to Turo at turo.com/resolutions within 24 hours of the end of reservation (or within 24 hours of learning of it from the guest, whichever is earlier), or it will not be eligible for consideration. The photographs must be taken and submitted within the 24 hours of the end of the reservation for the claim to be eligible for coverage.
If a guest discovers damage from the trip, they must report it immediately at turo.com/resolutions. The guest should NOT take the car to a repair shop without written permission from the host.
Airport lot check-out
If the members use Turo Valet to facilitate the trip, they must follow the check-in and check-out processes of those lots. In this case, the host needs to report any claimed damage in the claims tool within 24 hours after the end of the trip, in order for that damage to be eligible for consideration as a claim.
Accidents: Must be reported immediately. The guest must file a police report and provide the report number when available.