This article refers to trips where the vehicle is covered by a Turo protection plan. Vehicles provided be Commercial Hosts and their associated trips are not subject to this process, and instead are subject to the host’s commercial rental insurance policies and processes.
At the start of the trip:
- The host and guest should walk around the car and agree on any pre-existing damage, as well as the overall condition of the car.
- Both the host and the guest should document any pre-existing damage at the start of the trip by using Trip Photos in the app or uploading photos to the trip page at https://turo.com/trips.
- 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.
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 plan, it is usually the guest’s responsibility.
Pursuing a claim:
- 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 trip (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.
Airport lot check-out information:
- If the host and guest use Turo Valet, 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 to Turo when available.