We’re sorry to hear about the damage that occurred during your trip. After an initial claims report is submitted, we’ll send an automated message to both the host and guest of the damage reported. Once this happens, a claims agent will be in touch via email within the next 24-48 business hours.
What happens if a host and guest decide to handle the claim between themselves?
We’ll send an email with a list of next steps. Please read the entire email. It includes key information about how to work things out directly between host and guest. If you do not receive this email, please check your spam folder.
We’re ready to help at any point in the claims process. If you’re unable to work it out, just respond to the email we sent and let us know. A claims agent will be in touch within 24-48 business hours to help resolve your claim. If you do not reply to the email we sent and ask for our help with the claims process, our Claims team will not step in to help.
What happens if a host and guest want Turo’s help in handling the claim?
If you selected "No" to handling the claim directly with your guest:
We will be happy to help resolve the claim. In most cases, we’ll email you an update to your case. Please check your most recent email for your updated claim status. We may need you to take action in order to move the claim forward.
If you haven’t received an email update, please respond to the email thread you have with your claims agent. They’ll get back to you within 24 – 48 business hours. Claims resolution often requires information from both parties to move forward. So if your claims agent does not get back to you within 48 hours, it likely means that they are waiting for you or the other party to respond to their email and provide requested documentation.
If you do not hear back within five business days, please contact us by visiting support.turo.com. For trips in the US, you can also email firstname.lastname@example.org. For trips in Canada, email email@example.com. For trips in Germany, email firstname.lastname@example.org. For trips in the UK, email email@example.com.