Step 1: Damage reported
Hosts must report damage less than 24 hours after the trip ends to start the claims process. After the process begins, they have two options:
- Have Turo manage the claims process
- Resolve independently with their guest
We’ll ask the primary guest for their personal insurance information.
Turo won’t investigate the claim’s eligibility.
If a host wants to work it out but the guest wants Turo handle the case, we will. The guest must reply to the damage notification email within 3 days to ask Turo to intervene. We’ll waive this 3 day requirement if the host is actively working with the guest’s personal insurance company.
Step 2: Eligibility determined
We’ll take 1–3 business days to determine if the claim is eligible for coverage. We’ll check if the damage:
- occurred during the trip
- is wear and tear
- is related to a Terms of Service violation
- is related to any prohibited uses
Once we determine a claim is eligible, the host can either:
- drop the claim
- continue the process through Turo's claims administrator
If the host continues the process, we’ll charge the primary guest per their protection plan:
- Premium Plan: €250
- Basic Plan: up to €750
- Minimum Plan: up to €1500
If we turn the claim over to our insurer, Allianz, they’ll charge the full deposit amount.
Resolve independently claim
Hosts and guests who chose to work it out can change their mind and ask Turo to handle the claim. They must contact us with their request within 10 days from the trip’s scheduled end date. After 10 days, Turo won’t take ownership of a claim. If the host takes payment from the guest, Turo won’t take over the claim.
Step 3: Damage appraised
We offer transportation options for hosts while their vehicle is being repaired. They should request these through their Turo claims specialist.
Step 4: Repairs and financial obligations completed
Either Turo or Allianz will issue host payment for the repairs. Hosts will be required to provide an invoice that shows what repairs were completed.
If you have questions, email us at email@example.com or reach out via support.turo.com. We’ll typically respond within one business day.