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 directly with their guest
We’ll charge guests a damage deposit of £500, refundable if the claim is ineligible.
Our Claims Escalation team monitors claims submission and acceptance rates. Turo reserves the right to charge a non-refundable appraisal deposit of up to £300 per claim.
Resolve independently claim
Turo won’t investigate the claim’s eligibility.
If a host wants to work it out but the guest wants Turo to handle the case, we will. The guest must reply to the damage notification email within 10 days to ask Turo to intervene. We’ll waive this 10 day requirement if the host is actively working with the guest’s 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, which typically takes 5 business days
If the claim is ineligible, we’ll refund the guest’s damage deposit.
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.
If we charged the guest a security deposit, we’ll refund it 80 hours after the scheduled trip end. The guest’s bank will take another 3–5 business days to process the refund.
Step 3: Damage appraised
Damage costs will be appraised by Turo or a verified partner. Our insurer has the right to determine eligibility on all damage claims. Either Turo or our insurer will tell the host the best way to get an appraisal and guide them through the repair process.
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
Turo will send the guest a detailed breakdown of damage costs and charge their payment card on file. Charges will include the cost of appraisal, repairs, and a processing fee of up to £150. Either Turo or its insurer will issue host payment for the repairs.
If you have questions, email us at firstname.lastname@example.org or reach out via support.turo.com. We’ll typically respond within 2 business days.