This article only applies to damage claims related to trips in the US for which a Turo protection plan was purchased. For claims related to trips in Canada, click here. For claims related to trips in Germany, click here. For claims related to trips in the UK, click here.
Damage during a trip is rare. When it does happen, Turo tries to make the claims process as smooth as possible.
Step 1: Damage reported and eligibility determined
Hosts have two options: 1. to have Turo manage the claims process or 2. to work the claim out directly with their guest. Whichever option they choose, they must report the damage to Turo to begin the process.
If Turo manages the claim, the primary guest must provide their personal insurance information. Turo will determine if damage occurred during the trip, check if the damage is wear and tear, is related to a Terms of Service violation, or related to any prohibited uses. If the host and guest choose to work the claim out directly, Turo will not take any steps to investigate the eligibility of the claim.
If a host wants to work directly with the guest to resolve a claim but the guest would prefer to have Turo handle the case, the guest must respond to the damage notification email within the 15 days after receiving notification of the damage to ask Turo to intervene.
Timing: Damage must be reported less than 24 hours after the trip end or immediately after becoming aware of it, whichever is earlier. We are typically able to determine eligibility within one to three business days.
Step 2: Appraisal
What happens: If parties decide not to work it out directly, Turo will provide instructions to the host for the best way to get a quick (usually app-based) appraisal.
Timing: Less than one business day for simple online appraisals; may be three to five days for complex ones.
Step 3: Guest charged an initial assessment
What happens: After the damage is appraised, Turo investigates whether or not the damage is eligible for coverage. Once a claim is determined to be eligible, Turo will charge the guest an initial assessment, usually of $500. Guests who have chosen the Supreme protection plan will not be charged an assessment. If the guest was charged a security deposit for the trip, the deposit will be applied to this charge.
If the host and guest choose to work the claim out directly, Turo will not charge an assessment. If neither the host nor the guest ask Turo to take over handling the claim, the security deposit will be refunded to the guest 80 hours after the scheduled trip end.
Timing: Once we find that a claim is eligible, Turo will notify the guest and charge the assessment within one business day.
Step 4: Host selects resolution process
What happens: Hosts have four options for resolving the claim: 1. Drop the claim, 2. resolve the claim with the guest, 3. resolve the claim directly with the guest’s personal car insurance company or third party, 4. process the claim through Turo's claims administrator.
Timing: Varies by choice. It typically takes five business days, but it may take more or less time depending on circumstances.
If the host and guest initially chose to work it out directly but have changed their minds, the host or guest have 15 days from the trip’s scheduled end date to have Turo process the claim instead. If neither the host nor the guest contacts Turo after 15 days, this type of claim is no longer eligible for Turo’s protection.
Step 5: Host’s car is repaired, and guest settles financial obligations
What happens: Varies, depending upon resolution path selected.