This article only applies to damage claims related to trips in the United States. For claims related to trips in Canada, click here. For trips in Germany, click here. For trips in the UK, click here.
For Hosts
Step 1: Turo will submit this estimate to a claims administrator with whom we have partnered. The administrator will contact the host to collect any additional information and organize an appraisal if necessary (e.g., if an online appraisal was not already performed or sufficient). Setting up a physical appraisal usually takes about one to three business days. After the appraisal is approved by the administrator, the host can authorize the shop to begin repairs.
- The claims administrator may facilitate a replacement car while the car is being repaired (at a maximum of $30/day), or the host may elect to receive Turo travel credit to rent a car through the platform.
Step 2: Payment is authorized to the host or shop for the repairs.
Step 3: Car gets repaired and back on the road. After repairs are complete, hosts should inform Turo that the car is once again ready for guests.
For Guests
Step 1: If either the guest or an at-fault third party has insurance coverage, we will seek payment from their insurer. Guests may be asked for assistance during this process. The primary guest will still be liable for associated processing fees and their personal deductible. If the guest has chosen the Premier protection plan, that insurance will be primary, and the guest’s insurance will be secondary. A guest with the Premier protection plan will have a $0 deductible and pay no processing fees.
Step 2: Turo will charge the primary guest any balance due, based on the protection package selected. Please contact your assigned Turo claims representative for more details about how the balance due is calculated.