This article only applies to damage claims related to trips in Canada where the Turo protection package was not waived by the host. For claims related to trips in the US, check out the article for US claims and this article for claims in Germany.
Damage during a trip is rare. When it does happen, Turo strives to make the claims process as smooth as possible.
Step 1: Damage reported; eligibility determination
What Happens: Please report damage here. The primary guest must provide their personal insurance information. Turo will determine if damage occurred during the trip, check if damage is wear and tear, or is related to a Terms of Service violation or any prohibited uses.
Timing: Damage must be reported the earlier of <24 hours of trip end or immediately after becoming aware of it. Eligibility usually determined <1 business day.
Step 2: Guest charged an initial assessment
What happens: Once a claim is determined to be eligible if owner and guest are not already working it out directly, Turo will charge the primary guest an initial assessment, usually of $500.
Timing: Once a claim is found eligible, Turo will notify the guest and charge within 1 business day.
Step 3: Appraisal & Repair
What happens: Depending on the severity and on whether a third party was involved, the claim will be either transferred to our insurer, Intact or handled by Turo directly. Turo or Intact will provide instructions for the best way to get an appraisal and guide the owner through the repair process.
Note: Intact reserves the right to determine coverage eligibility.
If you need a replacement car during the time your vehicle is being repaired, you have options available to help. Please discuss the option that best suits your needs with your claims specialist. For more information regarding replacement vehicle, please click here.
Timing: resolution time is typically 1 to 2 weeks, but may vary depending on the circumstances.
Step 4: Guest settles financial obligations
Turo will provide the guest with the information for the cost of damage. Turo may charge the guest’s payment card on file accordingly, including a $150 processing fee.
Timing: Once the information for the cost of damage is provided, the guest will be charged for the cost of damage within 1 business day.
Contact Turo: If you have any additional questions, you may email Turo at email@example.com. Turo will typically respond within 1 business day. If a Turo Representative has confirmed that your claim was already transferred to Intact, but you do not have an email or phone number for your adjuster, you may call the general claims line at Intact: 1-866-424-2424.