This article only applies to damage claims related to trips in Canada where the Turo protection plan was not waived by the host. For claims related to trips in the US, read claims in the US, for Germany, read claims in Germany, and for the UK, read claims in the UK.
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. Hosts have two options: to have Turo manage the claims process or to work the claim out directly with their guest. If Turo manages the claim, the primary guest must provide their personal insurance information. Turo will determine if damage occurred during the trip, check if the damage is wear and tear, or is related to a Terms of Service violation or any prohibited uses. If the host and guest choose to work the claim out directly, Turo will not take any steps to investigate the eligibility of the claim.
Timing: Damage must be reported less than 24 hours after the trip end or immediately after becoming aware of it, whichever is earlier. We typically are able to determine eligibility within one to three business days.
Step 2: Guest charged an initial assessment
What happens: Once a claim is determined to be eligible, Turo will charge the primary guest an initial assessment, usually of $500.
If the host and guest choose to work the claim out directly, Turo will not charge an assessment.
Timing: Once we find that a claim is eligible, Turo will notify the guest and charge the assessment within one business day.
If the host and guest initially chose to work it out directly but have changed their minds, the host or guest have 15 days from the trip’s scheduled end date to have Turo process the claim instead. If neither the host nor the guest contacts Turo after 15 days, this type of claim is no longer eligible for Turo’s protection.
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 while your vehicle is being repaired, we offer options to help. Please discuss with your Turo claims specialist the option that best suits your needs.
Timing: It typically takes one to two weeks to resolve a case, but it may vary depending on the circumstances.
Step 4: Guest settles financial obligations
What happens: Turo will provide the guest with a detailed breakdown of damage costs. Turo may charge the guest’s payment card on file for the cost of appraisal and repairs, including a $150 processing fee.
Timing: Once we send a cost of damage breakdown to the guest, we usually charge them for the cost within one business day.
Contact Turo: If you have any additional questions, you may email Turo at firstname.lastname@example.org. 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.