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: Guest charged an initial assessment
What happens: Once a claim is determined to be eligible, if the host and guest are not already working it out directly, Turo will charge the guest an initial assessment. Claims processing costs, which vary, can reach a maximum of $575 per claim, depending on the severity and complexity of the loss. If your current payment card selection does not have sufficient funds to provide coverage for the payment, we will charge your other cards on file to satisfy your payment obligations.
Timing: Once a claim is found eligible, Turo will notify the guest and charge within 24 hours.
Step 4: Host selects resolution process
What happens: Four resolution options; 1. Drop issue, 2. Host and guest resolve incident themselves, 3. Host resolves claim directly with insurer of guest 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: Hosts car repaired, and guest settles financial obligations
What happens: Varies, depending upon resolution path selected