One effective way to resolve simple damage incidents (e.g., tire damage, windshield chips, etc.) is often for the guest and owner to work out the issue directly with one another.
Here is an easy step-by-step guide to resolve damage claims together: Remember that damage claims should always be filed via our claims submission tool within 24 hours of the end of the trip, even when renters and guests choose to work it out directly.
Step 1: Try to see the issue from the other party’s perspective. Turo is a community of people just like you. Owners naturally want their cars back in their original condition, and may be upset if they notice damage. No guest wants to get into an accident or return a vehicle with new damage. Treat others as you would want to be treated. #goldenrule
Step 2: The owner should try their best to provide a reasonable estimate of the damage to the guest within seventy-two (72) hours. Please be sure to only include damage directly attributable to the trip (i.e., if the renter scraped the wheel, do not include bumper damage from an old accident in the estimate).
Step 3: If the guest agrees with the estimate, the guest should pay the owner within seventy-two (72) hours, or an agreed upon time with the owner, and save the proof of payment. Electronic forms of payment like PayPal, Venmo, or Square can provide this proof, or a simple written e-mail can help too.
We’ll check back with you later to confirm that you were able to successfully resolve the claim.
We understand that scheduling conflicts can arise, and that at times, these timelines can be difficult to meet. We encourage both owners and renters to keep open communication throughout the process to help settle your claims successfully.
If this direct resolution process does not work as outlined above, Turo stands ready to handle any eligible claims. Here are example situations where you may want to involve Turo:
- You have not received a response from the other party within 72 hours
- You are unable to reach an agreement or you don’t feel comfortable continuing the conversation with the other party
- You’d like Turo to make a final decision based on Turo policies
- For a US claim, the guest would prefer to pay the processing fee of $500 and appraisal fees (usually $100 to $150), in order to have the claim appraised and adjusted by our third party claims administrator in the US.
- For a Canadian claim, the guest would prefer to pay the processing fee, in order to have the claim appraised and adjusted by our partner Intact.