Step 1: Damage reported
After the process begins, there are two options for resolving a claim:
- Have Turo manage the claims process
- Resolve independently with the host/guest
We’ll charge guests a damage deposit of £500, partially refundable if the claim is ineligible. We may retain a maximum of £250 for claims processing and appraisal fees. If the host chooses to have Turo handle the claim, they may not later withdraw that claim and resolve directly with the guest.
Invalid host claims
We take every claim seriously, and agents spend time validating each one. To make the process as quick and efficient as possible, it’s important that you file only valid, legitimate claims. If you file an invalid claim, you may be subject to fees.
Examples of invalid claims include submissions for damage that:
- is pre-existing
- did not occur during a Turo trip
- has been altered
- is not covered by the host’s protection plan
This list is not all-inclusive. Learn more about avoiding material misrepresentation. You can also read our policy on Reimbursement Tool & Claims Resolutions Tool Misuse.
We also require hosts submitting a claim to have taken and uploaded pre- and post-trip photos that document the vehicle’s condition. If photos are missing, we’ll charge a penalty. We waive this requirement for Turo Go hosts but still strongly recommend that they take these photos to better support their claim.
If a claim is found to be invalid and you’re charged a fee, we’ll obtain the fee by collecting from you against your future earnings, charge your card on file, or charge your account. For a list of host fines, including misrepresentation, frivolous claims, and missing photos, see Fees & Fines.
Claims for missing/stolen vehicles
In the unfortunate and rare case that your vehicle is missing or stolen during a Turo booking, please note that there will be a 30 day investigation period from the date we receive the crime reference from the police. During that time, our internal and external investigators will attempt to recover your car. Once the 30 days has passed, our insurer will process the claim.
Resolve independently claim
Turo won’t investigate the eligibility of a claim a host and guest have decided to resolve independently. If a host wants to resolve independently but the guest wants Turo to handle the case, we will. The guest must reply to the damage notification email within 20 days to ask Turo to intervene.
Step 2: Eligibility determined
We’ll take 1–3 business days to determine if the claim is eligible for coverage. Eligibility is determined by Turo or its claims management vendor, FMG. Our insurer 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
- is related to any prohibited uses
Once we determine a claim is eligible, we’ll assess the damage (see Step 3 below). If the host has changed their mind about pursuing the claim, they can drop it at this point. However, they can’t withdraw the claim and attempt to resolve independently with their guest. 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 20 days from the trip’s scheduled end date. After 20 days, Turo won’t take over the handling of a claim. If the host takes payment from the guest, Turo won’t take over the claim. If a host initially elects to have Turo manage the claim, they can’t withdraw the claim to resolve independently.
If we charged the guest a security deposit, we’ll refund it 80 hours after the scheduled trip end if there are no reported damages or other charges. The guest’s bank will likely take another 3–5 business days to process the refund.
Step 3: Damage assessed
After the claim is confirmed to be covered, Turo or its claims management vendor will send an assignment to its appraisal vendors for an estimate of the damage costs.
Hosts who chose the Standard protection plan (available before September 1, 2020) are eligible for replacement vehicle reimbursement and should request reimbursement through their claims specialist. Hosts who choose the 65 plan (available as of September 1, 2020) may be eligible for a courtesy car. Their claims specialist will notify them of eligibility and terms.
Step 4: Repairs and financial obligations completed
Turo will charge the guest via the payment card on file. Ultimate assessed costs can be up to the full value of the car, plus related claims costs and administrative fees. Related costs and administrative fees include processing fees up to £150 and appraisal fees of up to £100. Either Turo or its insurer will issue host payment for the repairs. If Turo is paying, we’ll send an electronic link for the host to complete the payment process. Any portion paid by Allianz will be via bank transfer, which the host will arrange with Allianz. Once repairs are complete, hosts should let Turo know so we can relist the vehicle.
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.