How to report damage

Guests

If you’re involved in an accident or your host’s car is damaged during your trip, take these steps:

1. Report the damage via our Claims Resolution Center. 
• Upload photos that document the condition of the car.
• Provide a description of what happened. 
• Submit any other relevant information. This could include:
•  a police report number
• third-party insurance
• photos of any other vehicles that were involved 
2. Contact your host to notify them of the damage.
• If the damage is minor, you and your host might agree for you to keep the vehicle.
• If you’d prefer to return the car early, you can arrange that with your host as well. 
• You and your host may also agree to work out the damages directly together. (Read more about working it out below).
3. If the vehicle is undriveable, contact us for roadside assistance. 
• United States: 1-415-965-4525
• Canada: 1-888-391-0460
• Germany: 49(0)30-568-37898
• United Kingdom: +44 (0)844 322 1456 

Hosts

Reporting requirements

To be eligible for coverage, you must:

• have chosen a Turo protection plan
• report all areas of damage within 24 hours of trip end
• provide pre-trip photos taken no more than 24 hours before the trip start time
• provide post-trip photos taken no more than 24 hours after the scheduled end time (or actual end time if the vehicle was returned late)

When you report damage, we require pre- and post-trip photos that document the vehicle’s condition. If photos are missing, we’ll charge a penalty to hosts in the US and deny the claim. We waive this requirement for Turo Go hosts. However, we still strongly recommend that they take these photos to better support their claim.

If your vehicle has been towed, we strongly encourage you to move it to a site that doesn’t charge a storage fee. You should also take steps to ensure that your vehicle is out of harm’s way and not likely to be further damaged.  

Invalid host claims

We take every claim seriously, and agents spend time validating each claim. To make the process as quick and efficient as possible, it’s important that you file only valid, legitimate claims. If you file an invalid claim, you may be subject to fines and a denial of your claim. 

Examples of invalid claims include submissions for damage that:

• is pre-existing 
• did not occur during a Turo trip
• has been altered
• is not covered by the host’s protection plan  

This list is not all-inclusive. Learn more about avoiding material misrepresentation. You can also read our policy on Reimbursement Tool & Claims Resolutions Tool Misuse. For a list of host fines, including misrepresentation, frivolous claims, and missing photos, see Fees & Fines. 

Major Cleaning policy violations

Interior damage (e.g. burn marks) that stems from cleanliness issues should be filed as a damage claim. Otherwise, if your guest returned the car with a severe cleanliness issue, contact us within 24 hours of the end of the trip. Such issues include physical evidence of smoking in your vehicle or an excessively dirty interior. Submit pre- and post-trip photographs or other evidence along with a clear description of the issue. Don’t submit these issues via the Claims Resolution Center or the Reimbursement tool. That will only delay our response. 

Working it out

Hosts and guests can choose to work together directly to resolve a claim. When reporting the damage, click “Yes” in response to the question, "Would you like to work it out directly?" When you do, we’ll automatically send an email with guidelines for working it out. Working it out often saves time and money. Learn more about how to resolve a damage claim by working it out.   

Claims process

Find out what happens after you submit a claim. Read about the damage claims process in the US, Canada, Germany, and the UK.