Resolving claims independently

Fast Facts: 

  • Once a host or guest reports damage in our Claims resolution center, the two can work together to resolve independently.  
  • If independent resolution doesn’t work, either party can ask Turo to manage the claim -- as long as they do so within 10 days from the scheduled trip end.  
  • If a host takes money from a guest or an insurance carrier to resolve or partially resolve a claim, Turo is absolved of any financial responsibility.

Perhaps the fastest, most cost-effective way to resolve a damage issue is for guests and hosts to work directly with one another. 

How to resolve independently

Step 1: Agree on what damage occurred during the trip

  • If either party doesn’t agree on the scope of the damage, they have 10 days from the scheduled end date of the trip to ask us to manage the claim. They can make the request by replying to the initial damage claim email.  

Step 2: Host gets a damage estimate  

  • Hosts should try to get an estimate within 72 hours or less. If that’s not possible, they should let their guests know when they can expect the estimate.
  • The estimate should be only for the damage that occurred during the trip.
  • Hosts should keep in regular contact with their guests to keep them well informed throughout the process. 

Step 3: Reach an agreement on the estimate 

  • If both parties agree with the estimate, they 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. This gives the guest a chance to 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 they can’t agree on the repair estimate, either party can reply to the initial damage claim email and ask Turo to take over the claim. The request must come 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. We don’t suggest using cash unless both parties can 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 to pay the damages.

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 than 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. 

Contacting Turo

Besides the circumstances noted above, you might want to involve Turo if:

  • The other party hasn’t responded within 72 hours.
  • 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 wants to pay the processing and appraisal fees and have the claim adjusted by our third-party claims administrator. The amount of the fees and process differs per country where Turo is available. 

Restrictions

  • Turo can’t help with damage claims outside of the US, certain provinces of Canada, Germany, and the UK. 
  • Turo can’t help with a damage claim for a Commercial Host trip.

You can learn more about the claims process in the US, Canada, Germany, and the UK.

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