Report damage and choose a resolution path
You must report damage no more than 24 hours after the trip ends to start the resolution process. Damage reports received past this deadline may not be eligible for coverage under a protection plan provided by Turo and may make it difficult to resolve damage with your guest. When you report damage, you must provide photos of the damaged area(s) taken no more than 24 hours before trip start and no more than 24 hours after trip end. If you don’t have photos, you may not be eligible for physical damage reimbursement. We waive the post-trip photo requirement in cases of mechanical damage or if your car was towed or otherwise unavailable for you to photograph. We waive the pre-trip photo requirement if you’re a Turo Go host but still recommend you take them to better support a claim.
When you report damage, we’ll ask you to enter a quote from your body shop (if you have one) or your best-guess estimate of the cost to repair the damage. Based on that estimate, your protection plan deductible, and your guest’s out-of-pocket maximum, we’ll show you the amount you could receive by resolving the damage directly with your guest and the amount you could receive if you file a claim with Turo. Then we’ll ask you to choose a resolution path: 1) resolve the damage directly with your guest or 2) file a claim with Turo. If your guest reports damage to your vehicle, we’ll email you a damage notification.
If the damage to your vehicle exposes a safety risk or renders it inoperable, we’ll restrict your vehicle making it unavailable for guests to book. Once you’ve had the damage repaired, you can contact us to remove the restriction.
Follow a resolution path
Path 1: Resolve directly with your guest
If you decide to resolve the damage directly with your guest, Turo won’t get involved. If you want to resolve directly but your guest doesn’t, if you change your mind, or if damage repairs will cost more than you initially thought, you can ask Turo to take over the claim. You and your guest have 20 days from the trip’s end date to contact us and ask us to intervene. The most efficient way to do that is to reply to the original damage notification email. If 20 days have passed or you’ve accepted any payment from the guest or their insurer, Turo won’t handle the claim.
Note: If you and your guest are working to resolve damage, the steps below won’t apply to you. Instead, follow the steps for resolving damage with your guest.
Path 2: File a claim for Turo to manage
If you choose to file a claim and have Turo manage it, a claims associate will be in touch within 24 business hours. In the unfortunate and rare case that your vehicle is missing or stolen during a Turo trip, our investigators will work with you and law enforcement to try and recover your car. That process may take up to 30 days from the time we receive the police report. Once we’ve recovered the car or 30 days have passed, we’ll process the claim.
Turo determines claim eligibility and validity
We’ll take up to three business days to determine if the claim is eligible for reimbursement under your protection plan. We’ll check if the damage occurred during the trip, is wear and tear, is related to a Terms of Service violation, or is related to any prohibited uses. If we need additional information to determine eligibility, we’ll let you know what those are during this period.
We take every claim seriously and spend time validating each one, so it’s important you file only valid claims. Examples of invalid claims include, but aren’t limited to, submissions for damage that is pre-existing, that didn’t occur during a Turo trip, that has been altered, or that isn’t covered by the protection plan you chose. Learn more about avoiding invalid claims and material misrepresentation. If we find a claim to be invalid, we’ll charge you a fee and collect against your future earnings or from your Stripe account. See Host fees for specific costs of misrepresentation, frivolous claims, and missing damage photos.
Appraiser estimates damage repair costs
Once we confirm your claim is eligible, we’ll send it to a third-party appraiser who, in most cases, can complete an estimate of damage costs in less than a day using photo-based appraisal. If the damage is more severe or complex or photo quality is low, we’ll send a field appraisal team to inspect your vehicle. Cases requiring physical inspection may take five to seven days to complete. It depends on location, vehicle accessibility, and other factors.
If you chose the 60 plan, you may be eligible for either replacement vehicle reimbursement or loss of hosting income. If you chose the 70 plan (available before July 19, 2021) or the 75 plan (available starting July 19, 2021), you may be eligible for replacement vehicle reimbursement. At this point in the process, you can request these benefits through your claims associate.
Turo issues payment for repairs
We’ll issue you payment for damage costs above your protection plan’s deductible. Turo uses the word “deductible” to mean the amount you’re responsible for before you’re eligible for reimbursement for any physical damage to your car that happens during a trip. We’ll send you an electronic link to complete the payment process. If we’ve restricted your vehicle, reply to the most recent email you received to ask that we remove the restriction. Attach photos that show the completed repairs. If you no longer have the email, send the photos and a request to remove the restriction to customer support.