How does insurance and physical damage protection work?
Trips with a protection package
Most guests have the opportunity to select a protection package when booking their trips on Turo (unless booking a trip with a Commercial Host). You can read a summary of the protection plans available in the US. You can also get more detailed information about the plans available to our guests in the US.
Trips with a Commercial Host
Guests who book a trip with a Commercial Host do not receive a protection package via Turo. These hosts provide their own commercial liability insurance and possibly other options, like collision damage waivers, to their guests. If you book a trip with a Commercial Host, check their vehicle’s description for insurance information. Contact them with questions about their insurance. Ask them about coverage, cost, accident reporting, roadside assistance, and damage claims processes.
What do I do if I’m in an accident or damage the car?
If you’re in an accident and need roadside assistance in the US, call 1-415-965-4525. Read complete information about roadside assistance for guests in the US.
US guests who are involved in an accident or need to report damage to the vehicle should use the online Claims resolution center. You’ll be prompted to give a full description of the incident. You’ll also be asked to upload photos of the damage. If you’re involved in an accident with another car, get:
- the driver’s contact information
- the driver’s insurance information
- a police report, if possible
After we’ve received your report, a claims specialist will pass the claim on to Liberty Mutual Surplus Lines. The specific resolution to your damage claim will depend on the facts of your case and the documentation you and your host provide. Learn what to expect once you file a claim by reading about the damage claim process in the US.
What are my financial obligations?
Your financial obligations depend on your claim’s resolution and your protection plan. You’re ultimately responsible for eligible damage to the Turo car, up to the limitation on out-of-pocket costs from your protection plan and regardless of fault. There are two exceptions:
- The damage is non-covered wear and tear, and
- The damage is pre-existing damage that you reported and documented before the start of your trip.
Ultimate assessed costs can be up to the full value of the car plus related claims administrative fees of $150 or $575, depending on severity. See the details of guest claims-related fees.
At the start of the claims process. US guests pay the following initial assessments:
- Premier plan: $0
- Standard plan: $500
- Minimum plan: up to $3,000
- Decline: up to $3,000
If you paid a security deposit for your trip, we’ll subtract the initial damage coverage cost from that deposit. If the deposit doesn’t fully cover the cost, we’ll charge your trip payment card for the balance, or we may choose to send you an invoice. No matter what plan you’ve chosen, you’re ultimately responsible for eligible damage to the Turo car during your trip. However, the amount you pay is limited by the out-of-pocket costs limitation in your protection plan.
What if I booked a trip in a Turo Go car?
Because key handoffs with Turo Go are remote, and guests and hosts don’t meet at check-in, it’s imperative that guests take pre- and post-trip photos to protect themselves in the event of a damage or reimbursement claim. You can learn more about what photos we advise you to take.