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. For trips in the UK, 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 determined
What Happens: Hosts have two options: 1. to have Turo manage the claims process or 2. to work the claim out directly with their guest. Whichever option they choose, they must report the damage to Turo to begin the process.
If Turo manages the claim, the primary guest must provide their personal insurance information. Turo will determine if damage occurred during the trip, and if the damage is wear and tear, or is related to a Terms of Service violation or any prohibited uses.
If a host wants to work directly with the guest to resolve a claim but the guest would prefer to have Turo handle the case, the guest must respond to the damage notification email within the 15 days after receiving notification of the damage to ask Turo to intervene.
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 one to three business days.
Step 2: Appraisal and initial assessment
What happens: If parties decide not to work it out directly, Turo will provide instructions to the host for the best way to get a quick (usually app-based) appraisal.
Timing: Less than one business day for simple online appraisals; may take three to five days for complex ones.
Step 3: 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.
If the host and guest choose to work the claim out directly, Turo will not charge an assessment. If neither the host nor the guest asks Turo to take over handling the claim, the security deposit will be refunded to the guest 80 hours after the scheduled trip end.
Timing: Once a claim is found eligible, Turo will notify the guest and charge within 1 business day.
Step 4: Host selects resolution process
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 details about the best way to get an appraisal and guide the host through the repair process.
Note: Allianz reserves the right to determine coverage eligibility apart from 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 agent.
Timing: Resolution time is typically 1 to 2 weeks, but may vary depending on the circumstances.
If the host and guest initially chose to work it out directly but have changed their minds, the host or guest have 15 days from the trip’s scheduled end date to have Turo process the claim instead. If neither the host nor the guest contacts Turo after 15 days, this type of claim is no longer eligible for Turo’s protection.
Step 5: Host’s car is repaired, 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.