Step 1: Damage reported
Hosts must report damage within 24 hours after the trip ends to start the claims process. Claims requests received more than 24 hours after the end of a trip may not be eligible for protection. If the host or guest has chosen the claim to be Turo managed, a claims specialist will be in touch with the host and guest within 24 hours. Learn more about how to report damage.
After the process begins, there are two options for resolving a claim:
- Have Turo manage the claims process
- Resolve independently with their host or guest
- Unless the primary guest chose the Premier Plan, we’ll ask for their personal insurance information.
- We’ll charge the primary guest a damage deposit. The amount depends on the initial assessment of the damage and the guest’s protection plan:
- Premier Plan: no initial charge
- Standard Plan: up to $500
- Minimum Plan: up to $3,000
- Decline: up to $3,000
- If final damages plus related costs including claims administrative processing fees and appraisal costs, minus insurance collected, are below the deposit amount, we’ll refund the difference.
- Depending on the outcome of the claim, we may refund all or some of the damage deposit.
Invalid host claims
We take every claim seriously, and agents spend time validating each one. To make the process as quick and efficient as possible, it’s important that you file only valid, legitimate claims. If you file an invalid claim, you may be subject to fees.
Examples of invalid claims include submissions for damage that:
- is pre-existing
- did not occur during a Turo trip
- has been altered
- is not covered by the host’s protection plan
This list is not all-inclusive. Learn more about avoiding material misrepresentation. You can also read our policy on Reimbursement Tool & Claims Resolutions Tool Misuse.
We also require hosts submitting a claim to have taken and uploaded pre- and post-trip photos that document the vehicle’s condition. If photos are missing, we’ll charge a penalty. We waive this requirement for Turo Go hosts but still strongly recommend that they take these photos to better support their claim.
If a claim is found to be invalid and you’re charged a violation fee, we’ll obtain the fee by collecting from you against your future earnings, charge your card on file, or charge your account. For a list of host fines, including misrepresentation, frivolous claims, and missing photos, see Host fees.
Resolve independently claim
Turo won’t investigate the eligibility of a claim a host and guest have decided to resolve independently. If a host wants to resolve independently but the guest wants Turo to handle the case, we will. The guest must reply to the damage notification email within 20 days to ask Turo to intervene.
Step 2: Eligibility determined
We’ll take 1–3 business days to determine if the claim is eligible for reimbursement under a protection plan. We’ll check if the damage:
- occurred during the trip
- is wear and tear
- is related to a Terms of Service violation
- is related to any prohibited uses
Once we determine a claim is eligible, well assess the damage (see Step 3 below). If the host has changed their mind about pursuing the claim, they can drop it at this point. However, they can’t withdraw the claim and attempt to resolve independently with their guest. If the claim is ineligible, we’ll refund the guest’s damage deposit.
Resolve independently claim
Hosts and guests who chose to work it out can change their mind and ask Turo to handle the claim. They must contact us with their request within 20 days from the trip’s scheduled end date. After 20 days, Turo won’t take over the handling of a claim. If the host takes any payment from the guest, Turo won’t take over the claim. If a host initially elects to have Turo manage the claim, they can’t withdraw the claim to resolve independently.
If we charged the guest a security deposit, we’ll refund it 80 hours after the scheduled trip end if there are no reported damages or other charges. The guest’s bank will likely take another 3–5 business days to process the refund.
Step 3: Damage assessed
After the claim is confirmed to be covered, Turo will send an assignment to its appraisal vendors for an estimate of the damage costs. Most estimates can be completed by photo-based appraisal and often take less than a day. If the damage is more severe or complex or photo quality is low, Turo will engage its field appraisal team to complete a full review. Cases requiring physical inspection may take 5–7 days. It depends on location, vehicle availability, and other factors.
Hosts who chose the Premium or Standard protection plan (available before July 1, 2020) or the 60 plan (available as of July 1, 2020) are eligible for replacement vehicle reimbursement. Hosts who chose the 60 plan are eligible for replacement vehicle reimbursement only if they opt not to receive loss of hosting income. Hosts can request these through their Turo claims specialist.
Step 4: Repairs and financial obligations completed
Turo will send the guest a detailed breakdown of damage costs and charge their payment card on file for any balance owed. Charges will include the cost of appraisal, repairs, and a processing fee of up to $575. Appraisal and processing fees may vary, depending on how the claim is estimated. See guest-related claims fees. We’ll issue payment to the host per the terms of their protection plan. We’ll send an electronic link for them to complete the payment process. Once repairs are complete, hosts should let Turo know so we can relist the vehicle.