Step 1: Damage reported
Hosts must report damage less than 24 hours after the trip ends to start the claims process. After the process begins, they have two options:
- Have Turo manage the claims process
- Work it out directly with their 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 $3000
- Decline: up to $3000
- If final damages plus related costs, minus insurance collected, are below the deposit amount, we’ll refund the difference.
- If the claim is ineligible, we’ll refund the full damage deposit.
Work it out claim
Turo won’t investigate the claim’s eligibility.
If a host wants to work it out but the guest wants Turo to handle the case, we will. The guest must reply to the damage notification email within 10 days to ask Turo to intervene. We’ll waive this 10 day requirement if the host is actively working with the guest’s insurance company.
Step 2: Eligibility determined
We’ll take 1–3 business days to determine if the claim is eligible for coverage. 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, the host can either:
- drop the claim
- continue the process through Turo's claims administrator, which typically takes 5 business days
If the claim is ineligible, we’ll refund the guest’s damage deposit.
Work it out 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 10 days from the trip’s scheduled end date. After 10 days, Turo won’t take ownership of a claim. If the host takes payment from the guest, Turo won’t take over the claim.
If we charged the guest a security deposit, we’ll refund it 80 hours after the scheduled trip end. The guest’s bank will take another 3–5 business days to process the refund.
Step 3: Damage appraised
Turo will have the damage appraised through one of our appraisal partners. Most claims are handled via photo-based appraisal and often take less than a day. Depending on the damage and the quality of the pictures, this may take longer for some claims. Complex cases requiring physical inspection may take 5–7 days depending upon location, vehicle availability and other factors.
We offer transportation options for hosts while their vehicle is being repaired. They should 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 $150. We’ll issue payment to the host per the terms of their protection plan and send them an electronic link to complete the payment process.