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, which is often the fastest, most cost-effective way to resolve a claim. See instructions for how to resolve a claim independently below. 
  • If independent resolution doesn’t work, either party can ask Turo to manage the claim -- as long as they do so within 20 days from the scheduled trip end.  
  • If a host accepts payment for damages from a guest or insurance carrier, the claim is no longer eligible under the host’s physical damage protection. 

How does working together to resolve a claim benefit hosts and guests? 

In many situations, the fastest, most cost-effective way to resolve a damage issue is for guests and hosts to work directly with one another. This allows guests to avoid paying administrative fees and costs and lets hosts control the process and possibly save against their deductible. Resolving a claim independently helps to keep marketplace costs low for all participants. 

How to resolve independently

Follow the steps below to work with your host or guest to resolve a damage claim independently.

Step 1: Submit a damage claim

  • Hosts have within 24 hours of the trip end to report damage via our Claims resolution center. Before submitting your claim, you’ll be asked if you want to resolve the claim independently and should choose the option to do so. 

Step 2: Agree on what damage occurred during the trip

  • If either party doesn’t agree on the scope of the damage, they have 20 days from the scheduled end date of the trip to ask Turo to manage the claim. They can make the request by replying to the initial damage claim email.  

Step 3: Host gets a damage estimate  

  • Within 72 hours, hosts should assess the damage to their vehicle, determine what may or may not be covered by their insurer, and get an estimate for repairs. 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 use keep in regular contact with their guests to keep them well informed throughout the process. The best way to do this is via Turo messaging, which ensures there’s a record of your correspondence. 

Step 4: Reach an agreement on the amount of damages  

  • If both parties agree on the damage cost, they can move forward. 
  • If the guest has questions or doesn’t agree with the cost, 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. 
  • 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 20 days of the trip end. 

Step 5: Guest pays the host the amount due

  • We recommend using 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 host is presenting a claim to either the guest’s insurance or a third party insurance company, they should confirm with the carrier that the claim has been filed and work with the adjuster to resolve the claim. If the carrier needs information from Turo, contact us, and we can provide support. 
  • If a host accepts payment for damages from a guest or insurance carrier, the claim is no longer eligible under the host’s physical damage protection. 

Minor body or tire damage

To resolve issues of minor body or tire damage, you may find these tips helpful:

  • Most scratches, dings, and small dents can be handled more economically by repairing rather than replacing parts. If parts do need to be replaced, used or aftermarket parts are often the most cost-effective choice.  
  • Flat tires can generally be repaired and the repair guaranteed for the life of the tire. Repairing ensures the tread depth of the tires will match and negates the need to buy another tire to balance out the rest of your axle. 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 handled by Turo. 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, and outside of 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, and the UK.

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