One effective way to resolve simple damage issues (e.g., tire damage, windshield chips, etc.) is for guests and hosts to work directly with one another.
Here’s a step-by-step guide to resolving 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 hosts and guests choose to work it out directly.
Step 1: Try to see the issue from the other party’s point of view.. Turo is made up of people just like you. Hosts naturally want their cars back in their original condition and may be upset if they notice damage. Guests don’t want to get into an accident or return a vehicle with new damage. Treat others as you would want to be treated.
Step 2: The host 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 caused during to the trip (i.e., if the guest 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 host within seventy-two (72) hours, or an agreed-upon time with the host, and save the proof of payment. Electronic forms of payment like PayPal, Venmo, or Square can provide this proof. A simple e-mail can help, too.
We understand that schedules may conflict at times, making these timelines difficult to meet. We encourage hosts and guests to stay in touch throughout the process. Communication is key to settling claims successfully.
If this direct resolution process does not work, Turo stands ready to handle any eligible “work it out” claims for up to 15 days after the scheduled trip end date. Here are example situations for which you might want to involve Turo:
- You haven’t received a response from the other party within 72 hours
- You’re 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
- The guest would prefer to pay the processing and appraisal fees and have the claim be adjusted by our third-party claims administrator. The amounts of the fees and process differs per country where Turo is available. Turo cannot help with damage claims outside of the US, certain provinces of Canada, Germany, and the UK
Turo will not be able to help hosts and guests with the claim if neither party contacts Turo for assistance within the first 15 days after the scheduled trip end. If you have any concerns or want Turo to take over the claim, be sure to contact us promptly.