We’re sorry to hear about the damage that occurred during your trip. After an initial claims report is submitted, an automated message will notify both the owner and guest of the damage reported. Once this happens, a claims specialist will be in touch within the next 24-48 business hours.
If you selected "Yes" to handling the claim directly with your guest:
An email will be sent to you regarding the next steps. Please read the entire email as this provides important information on how to work things out directly with your guest. If you do not receive this email, please check your spam folder.
Please note: Turo stands ready to assist in damages reported at any point during the claims process. If you are unable to work it out, please respond to the email sent and a claims specialist will be in touch within 24-48 business hours to resolve your claim. If you do not reply to the email sent to you, the Turo claims team will abstain from intervening in the process.
If you selected "No" to handling the claim directly with your guest:
Turo will be happy to assist in taking over the resolution process. Turo is an online marketplace and therefore emailing is typically the best way to reach the claims team. In most cases, an update will be provided to you via email. Please check your most recent email for your updated claim status, as there may be action requested on your part. If you have not received an email regarding an update, please respond to the email thread you have with your claims specialist and they will get back to you within 24 – 48 business hours. Please keep in mind that claims resolution often requires information from both parties to move forward. If you have not heard back within 48 hours It is likely they are waiting for the other party or yourself for additional documentation.
If you do not hear back within 5 business days, please contact our customer support at (866) 735-2901.