Perhaps the fastest and most cost-effective way to resolve a damage issue is for guests and hosts to work directly with one another.
How to work it out
Step 1: Agree on what damage occurred during the trip
- If you don’t agree on the scope of the damage, reply to the initial damage claim email we sent you and ask us to take over the claim. You must contact us within 10 days after the scheduled end date of the trip.
Step 2: Host gets a damage estimate
- Hosts should try to get an estimate within a couple of days; ideally 72 hours or less. If that’s not possible, they should let their guest know when they can expect the estimate.
- The estimate should be only for the damage that occurred during the trip.
- While waiting for the estimate and throughout the entire process, hosts should keep in regular contact with their guest to keep them well informed and up to date throughout the process.
Step 3: Reach an agreement on the estimate
- If both parties agree with the estimate, you can move forward.
- If the guest has questions or doesn’t agree with the estimate, we suggest the host put them in contact with the repair shop so they can ask questions or ask the shop for a better price.
- The guest may choose to get an estimate from another shop(s) and present these to their host for consideration.
- If you can’t come to an agreement on the repair estimate, either party can reply to the initial damage claim email we sent and ask us to take over the claim as long as it is within 10 days of the trip end.
Step 4: Guest pays the amount due
- We recommend using free electronic payment methods such as PayPal, Venmo, or Square. Don’t use cash unless host and guest arrange to sign and provide copies of a receipt.
- If a guest opts to use their personal insurance, hosts should confirm that they’ve filed a claim and that their adjuster will be in touch. Hosts can let us know if a guest’s insurance company needs anything from Turo in order to pay the damages; we’d be happy to help!
Minor body or tire damage
To resolve issues of minor body or tire damage, you may find these tips helpful:
- Scratched bumpers or small chips in a windshield can often be repaired without completely replacing the part.
- For flat tires, a patch is generally guaranteed for the life of the tire and can be a better option that buying a replacement tire. That way, you won’t need to worry about buying another tire to balance out the rest of your axle if your shop tries to sell you on it. Your claim payment will cover the cost of the damaged tire only. You’d be responsible for the cost of any additional tires.
In addition the the circumstances noted above, you might want to involve Turo if:
- 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 also cannot help with a damage claim if the trip was hosted by a Commercial Host.
For more information about the claims process in the US, click here. For claims related to trips in Canada, click here. For claims related to trips in Germany, click here. For claims related to trips in the UK, click here.