This article only applies to damage claims related to trips in Canada where a protection package was purchased via Turo. For claims related to trips in the US, check out the article for US claims.
Damage during a trip is rare. When it does happen, Turo strives to make the claims process through Intact insurance as smooth as possible.
The following represents the three (3) steps of a typical damage claim in Canada.
Step 1: Damage reported; eligibility determination, renter charged initial assessment
What Happens: Please report damage here. Renter must provide their personal insurance information. Turo will transfer all details of the claim to Intact, and charge an initial deposit of $500 to the traveller as Intact begins their investigation. Intact will then assign the claim to a specialist, who will contact you within one business day to secure more information and outline the next steps.
Note: Turo and Intact reserve the right to determine coverage eligibility.
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: Appraisal & Car Repair
What happens: Intact works with owners directly to resolve their claims. This process includes:
- Determining whether or not the claim is eligible for coverage;
- Guiding the owner through the appraisal and repair process.
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:
- Turo travel credits to secure another vehicle.
- Intact can also set you up with a replacement vehicle directly.
Intact will complete the investigation and communicate the outcome to all parties.
Timing: Resolution time is typically 1 to 2 weeks, but may vary depending on the circumstances.
Step 3: Renter settles financial obligations
Intact will provide Turo with the information for the cost of damage.
Turo may charge the renter’s payment card on file accordingly, including a $150 processing fee.
Timing: Varies by case.
After submitting a claim, the best way to get in touch is to respond to the email or phone call received from the Intact claims specialist.
Contact Intact: If you do not have an email or phone number on hand, you may contact Intact at 1-866-424-2424.
Contact Turo: If you have any additional questions, you may email Turo at email@example.com. Turo will typically respond within 1 business day.