This article only applies to guests who book a vehicle in Germany and select a Turo-provided protection plan when making the reservation.
If you are booking a trip with a Commercial Host (e.g. in a country outside of the United States or Ontario, Alberta, or Quebec, Canada, or Germany, or a vehicle in the United States, Canada and Germany where the host has declined Turo’s protection), your insurance will be provided by the host’s own commercial rental car liability insurance and you should, therefore, consult the host and the vehicle’s description for more information about their insurance and their accident processes. Turo does not handle insurance or damage claims for vehicles provided by Commercial Hosts; in the case of damage or an accident, contact the host immediately to learn what steps you will need to take.
The specifics of Turo’s protection plans are described in the Guest portion of this FAQ entry. A simple description of the typical claims process is available here.
If there is another car involved, please make sure to get the contact and insurance information for the other car and driver, complete the accident form, and contact the police to file a police report. You may view the accident form here.
After we have received a report of the incident, Turo’s insurance partner in Germany, Allianz, processes the claim*. During the claims process, please share all relevant documentation (e.g., photos, police reports, etc.) with your Turo and Allianz claims specialists. The specific resolution will depend on the facts of your case, and we will guide you through the claims process.
When damage is reported, you will initially be charged the following preliminary applicable amount at the beginning of the claims process, depending on the initial assessment of the damage:
- Premium Plan – €250
- Basic Plan – up to €500, and no less than €150
- Minimum Plan – up to €1000, and no less than €150
Please note that you must pay the deductible for every claim that occurs. This means that, in the case of multiple damage issues, you will be required to pay a deductible for each separate claim.
Your responsibilities will vary depending on which protection plan you have selected. In cases where only the host’s car is involved, you are responsible for damage to the host’s car that isn't wear and tear and wasn’t reported as pre-existing damage at the beginning of the reservation.
Depending on, among other things, which protection plan you have selected, where liability for the incident is found to lie, and what the level of damage is, you will either receive a refund of some, none, or all of the amounts initially charged, or be required to pay (either yourself, your insurer, or both) additional amounts to satisfy your obligations. One of the costs that you will be responsible for will be a €150 claims processing fee. If your current payment card selection does not have sufficient funds to provide coverage for the payment, we will charge your other payment methods on file with Turo to satisfy your payment obligations. If no funds are available, we will contact you to arrange for payment of amounts owed.
Your Turo claims specialist will notify you of the final amount due after all damages and expenses are calculated.
*Allianz will not process claims for accidents that occur in a vehicle covered by owner-provided insurance. If the vehicle is covered under a host’s separate commercial rental plan, all claims must be filed through that plan and neither Turo, nor its insurance parter, Allianz, is responsible for any damages or claims that may arise.