This article only applies to damage claims related to trips in the United States. For claims related to trips in Canada, check out the article for Canadian claims.
Damage during a trip is rare. When it does happen, Turo strives to make the claims process as smooth as possible.
The following represents the five (5) steps of a typical damage claim in the US.
Step 1: Damage reported; eligibility determination
What Happens: Please report damage here. Renter must provide their personal insurance information. Turo will determine if damage occurred during the trip, check if damage is wear and tear, or is related to a ToS violation or any prohibited uses.
Timing: Damage must be reported the earlier of <24 hours of trip end or immediately after becoming aware of it. Eligibility usually determined <1 business day.
Step 2: Appraisal
What happens: If parties decide not to work it out directly, Turo will provide instructions for best way to get a quick (usually app-based) appraisal.
Timing: Less than 1 business day for simple online appraisals; may be 3-5 for complex ones.
Step 3: Renter charged an initial assessment
What happens: Once a claim is determined to be eligible, if owner and renter not already working it out directly, Turo will charge the renter an initial assessment, usually of $500.
Timing: Once a claim is found eligible, Turo will notify the renter and charge within 1 business day.
Step 4: Owner selects resolution process
What happens: Four resolution options; 1. Drop issue, 2. Owner and renter resolve incident themselves, 3. Owner resolves claim directly with insurer of renter or third party, 4. Process through Turo's claims administrator
Timing: Varies by choice. Typically takes 5 business days, but may be longer or shorter depending on circumstances.
Step 5: Owner car repaired, and renter settles financial obligations
What happens: Varies, depending upon resolution path selected