What is and isn’t covered in this FAQ?
This article only applies to guests in the United States who choose a Turo-provided protection plan when booking a vehicle. Click here if your trip was booked in Canada. Click here if your trip was booked in Germany. Click here if your trip was booked in the UK. A simple description of the typical claims process is available here.
What if I book with a Commercial Host?
If you are booking a vehicle outside of the US, the Canadian provinces of Alberta, Ontario, and Quebec, Germany, or the UK, or you’re booking in one of these regions with a host who has waived Turo’s protection, your host will provide their own commercial rental car liability insurance. Consult the host and the vehicle’s description for more information about their insurance and their accident processes. Turo does not handle insurance or damage claims for vehicles provided by Commercial Hosts. In the case of damage or an accident, contact the host directly to learn what steps you’ll need to take.
What if I’m in an accident or damage the car?
If there’s another car involved when you’re on a Turo-protected trip, please make sure to get the contact and insurance information for the other car and driver. If possible, also get a police report. Then report the damage to us.
Once we receive your report, we’ll process the claim*. We’ll ask you to submit all relevant documentation (e.g., photos, police reports, etc.) to your Turo claims specialist, who’ll guide you through the claims process. The specific resolution will depend on the facts of your case (which party is at fault, jurisdiction, etc.), and the documentation you and your host provide. You can learn more about how to protect yourself in the event of a damage claim by reviewing our Trip Photo Policy here.
What are my financial obligations?
When the damage report is filed, we’ll charge you an initial damage coverage cost. The amount we charge depends on an initial assessment of the damage and on the protection plan you chose :
- Supreme Plan - $0**
- Premium Plan – $500
- Basic Plan – up to $3000, and no less than $500
- Decline – up to $3000, and no less than $500.
Ultimate assessed costs can be up to the full value of the car, plus related costs.
If you were charged a security deposit for your trip, we’ll subtract the initial damage coverage cost from that deposit. If the deposit does not fully cover the cost, we’ll charge your trip payment card for the balance.
Your financial obligations depend on which protection plan you chose. In cases in which only the host’s car is involved, you may be responsible** for the damage to the host’s car. Guests are not responsible for wear and tear or pre-existing damage that was reported at the start of the trip or is found to have been in place before your trip began.
Depending on, among other things, which protection option you’ve chosen, where liability for the incident is found to lie, and the level of damage, we’ll refund you either some, none, or all of the amount you were initially charged. Or, you may be required to pay (either yourself, your insurer, or both) additional amounts to satisfy your obligations. Whatever the case, you will be responsible for the cost to process the claim**. This cost varies but can reach a maximum of $575 per claim, depending on how severe the loss is and how complex the claim is. If your current payment card does not have sufficient funds to cover the cost of payment, we’ll charge your other cards on file to satisfy your payment obligations.
What if I booked a trip in a Turo Go car?
Because key handoffs with Turo Go are remote, and guests and hosts do not have the chance to walk around the car and inspect its condition together, 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 require here.
*Turo will not process claims for accidents that occur in a vehicle provided by a Commercial Host. If the vehicle is covered under a host’s commercial rental plan, all claims must be filed through that plan. Turo is not responsible for any damages or claims that may arise.
**If the reported damage is Physical, guests who choose the Supreme plan will bear no financial responsibility and will not pay a claims processing fee. Those guests will be responsible for the cost of damage if they are found to be responsible for Mechanical or Interior damage.