Reporting and resolving damage | UK hosts

You must report damage no more than 24 hours after the trip ends to start the resolution process. Damage reports received past this deadline may not be eligible for coverage under a protection plan provided by Turo and may make it difficult to resolve damage with your guest.  When you report damage, you must provide photos of the damaged area(s) taken no more than 24 hours before trip start and no more than 24 hours after trip end. If you don’t have photos, you may not be eligible for physical damage reimbursement. We waive the post-trip photo requirement in cases of mechanical damage or if your car was towed or otherwise unavailable for you to photograph. We waive the pre-trip photo requirement if you’re a Turo Go host but still recommend you take them to better support a claim. 

When you report damage, we’ll ask you to enter  a quote from your body shop (if you have one) or your best-guess estimate of the cost to repair the damage. Based on that estimate, your protection plan deductible, and your guest’s out-of-pocket maximum, we’ll show you the amount you could receive by resolving the damage directly with your guest and the amount you could receive if you file a claim. Then we’ll ask you to choose a resolution path: 1) resolve the damage directly with your guest or 2) file a claim. If your guest reports damage to your vehicle, we’ll email you a damage notification.  

If the damage to your vehicle exposes a safety risk or renders it inoperable, we’ll restrict your vehicle making it unavailable for guests to book. Once you’ve had the damage repaired, you can contact us to remove the restriction.

If you decide to resolve the damage directly with your guest, you’ll manage the process on your own. If you want to resolve directly but your guest doesn’t, if you change your mind, or if damage repairs will cost more than you initially thought, you can ask Turo to intervene. You and your guest have 20 days from the trip’s end date to contact us and ask that we step in. The most efficient way to do that is to reply to the original damage notification email. If 20 days have passed or you’ve accepted any payment from the guest or their insurer, Turo will be unable to help.    

Note: If you and your guest are working to resolve damage, the steps below won’t apply to you. Instead, follow the steps for resolving damage with your guest. 

Path 2: File a claim 

If you choose to file a claim, a Turo claims associate will be in touch within 24 business hours. In the unfortunate and rare case that your vehicle is missing or stolen during a Turo trip, our investigators will work with you and law enforcement to try and recover your car. That process may take up to 30 days from the time we receive the police report. Once we’ve recovered the car or 30 days have passed, we’ll process the claim.

Claim eligibility determined

Our insurer or claims management partner has the right to determine eligibility on all damage claims. We’ll check if the damage occurred during the trip, is wear and tear, is related to a Terms of Service violation, or is related to any prohibited uses. If we need additional information to determine eligibility, we’ll let you know what those are during this period. In most cases, eligibility can be determined within three days, but it could take longer depending on the nature of the claim. 

We take every claim seriously and spend time validating each one, so it’s important you file only valid claims. Examples of invalid claims include, but aren’t limited to, submissions for damage that is pre-existing, that didn’t occur during a Turo trip, that has been altered, or that isn’t covered by the protection plan you chose. Learn more about avoiding invalid claims and material misrepresentation. If we find a claim to be invalid, we’ll charge you a fee and collect against your future earnings or from your Stripe account. See Host fees for specific costs of misrepresentation, frivolous claims, and missing damage photos.

Damage estimate secured

After the claim is confirmed to be covered, the next step would be to have the damage appraised by a third-party vendor and the repair costs estimated. In most cases, they can complete an estimate of damage costs in less than a day using photo-based appraisal. If the damage is more severe or complex or photo quality is low, a field appraisal team may be dispatched to perform an in-person inspection. Cases requiring physical inspection may take five to seven days. It depends on location, vehicle availability, and other factors. 

If you chose the 65 plan, you may be eligible for a courtesy car. At this point in the process, you can request this benefit through your Turo claims associate.

Payment issued for repairs 

If Turo is paying, we’ll send you an electronic link to complete the payment process. Any portion paid by Aioi Nissay Dowa Insurance UK Ltd. will be paid by an administrator on their behalf. Payment may be made in the form of a bank transfer or direct payment to the repair facility. If we’ve restricted your vehicle, reply to the most recent email you received to ask that we remove the restriction. Attach photos that show the completed repairs. If you no longer have the email, send the photos and a request to remove the restriction to customer support