Step 1: Damage reported
Hosts must report damage less than 24 hours after the trip ends to start the claims process. After the process begins, they have two options:
- Have Turo manage the claims process
- Resolve independently with their guest
- Unless the primary guest chose the Premier Plan, we’ll ask for their personal insurance information.
- We’ll charge the primary guest a damage deposit. The amount depends on the initial assessment of the damage and the guest’s protection plan:
- Premier Plan: no initial charge
- Standard Plan: $500
- Minimum Plan: up to $2,000
- Decline: up to $2,000
- If final damages plus related costs are below the deposit amount, we’ll refund the difference.
- If the claim is ineligible, we’ll refund the full damage deposit.
Resolve independently claim
Turo won’t investigate the eligibility of a claim a host and guest have decided to resolve independently. If a host wants to work it out but the guest wants Turo to handle the case, we will. The guest must reply to the damage notification email within 20 days to ask Turo to intervene. We’ll waive this 20 day requirement if the host is actively working with the guest’s personal insurance company.
Step 2: Eligibility determined
We’ll take 1–3 business days to determine if the claim is eligible for coverage. We’ll check if the damage:
- occurred during the trip
- is wear and tear
- is related to a Terms of Service violation
- is related to any prohibited uses
Once we determine a claim is eligible, the host can either:
- drop the claim
- continue the process through Turo's claims administrator
If the claim is ineligible, we’ll refund the guest’s damage deposit.
Resolve independently claim
Hosts and guests who chose to work it out can change their mind and ask Turo to handle the claim. They must contact us with their request within 20 days from the trip’s scheduled end date. After 20 days, Turo won’t take ownership of a claim. If the host takes payment from the guest, Turo won’t take over the claim.
If we charged the guest a security deposit, we’ll refund the deposit 80 hours after the scheduled trip end. The guest’s bank will take another 3–5 business days to process the refund.
Step 3: Damage appraised
Depending on the severity of the damage and whether a third party was involved, Turo will either handle the claim, transfer it to Intact or Insurance Corporation of British Columbia (ICBC). Intact and ICBC have the right to determine claim eligibility.
Turo, Intact, or ICBC will tell the host the best way to get an appraisal and guide them through the repair process.
We offer transportation options for hosts while their vehicle is being repaired. They should request these through their Turo claims specialist.
Step 4: Repairs and financial obligations completed
Turo will send the guest a detailed breakdown of damage costs and charge their payment card on file for any balance due. If we’re unable to charge the card or otherwise collect payment from the guest for the outstanding balance, the account will be sent to collections. Charges will include the cost of repairs and a processing fee of up to CAD 150.