This article only applies to damage claims related to trips in Germany where a protection package was purchased via Turo. For claims related to trips in the US, check out this article. For claims related to trips in Canada, check out this article.
Damage during a trip is rare. When it does happen, Turo strives to make the claims process as smooth as possible.
Step 1: Damage reported; eligibility determination
What Happens: Please report damage here. The primary guest must provide their personal insurance information. Turo will determine if damage occurred during the trip, check if the damage is wear and tear, or is related to a Terms of Service violation or any prohibited uses.
Timing: Damage must be reported the earlier of less than 24 hours of trip end or immediately after becoming aware of it. Eligibility is usually determined within 1-3 business day.
Step 2: Guest charged an initial assessment
What happens: Once a claim is initially determined to be eligible if host and guest are not already working it out directly, Turo will charge the primary guest an initial assessment, usually of €500.
Timing: Once a claim is found eligible, Turo will notify the guest and charge within 1 business day.
Step 3: Appraisal & Repair
What happens: Depending on the severity of the damage, the claim will be either transferred to our insurer, Allianz, or handled by Turo directly if it appears that damage is lower than €1,000. Turo or Allianz will provide instructions for the best way to get an appraisal and guide the host through the repair process.
Note: Allianz reserves the right to determine coverage eligibility independently of Turo.
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 Turo claims specialist.
Timing: Resolution time is typically 1 to 2 weeks, but may vary depending on the circumstances.
Step 4: Guest settles financial obligations
Turo will provide the guest with information regarding the cost of damage. Turo may charge the guest’s payment card on file accordingly, including a €150 processing fee.
Timing: Once the information for the cost of damage is provided, the guest will usually be charged for the cost of damage within 1 business day.
Contact Turo: If you have any additional questions, you may email Turo at firstname.lastname@example.org or reach out to us at support.turo.com. Turo will typically respond within 1 business day.