This article only applies to damage claims related to trips in the UK for which a Turo protection plan was purchased. For claims related to trips in the US, click here. For claims related to trips in Canada, click here. For claims related to trips in Germany, click here.
Damage during a trip is rare. When it does happen, Turo tries to make the claims process as smooth as possible.
Step 1: Damage reported and eligibility determined
What Happens: Please report damage here. Hosts have two options: to have Turo manage the claims process or to work the claim out directly with their guest. If Turo manages the claim, 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, is related to a Terms of Service violation, or related to any prohibited uses. If the host and guest choose to work the claim out directly, Turo will not take any steps to investigate the eligibility of the claim.
Timing: Damage must be reported less than 24 hours after the trip end or immediately after becoming aware of it, whichever is earlier. We typically are able to determine eligibility within one to three business days.
Important note: The claims submission and acceptance rates of UK hosts is monitored by our Claim’s Escalation team. Turo reserves the right to charge an appraisal deposit of up to £300 per claim, which won’t be refunded if the claim is denied.
Step 2: Guest charged an initial assessment
What happens: Once a claim is initially determined to be eligible, Turo will charge the primary guest an initial assessment, usually of £300.
If the host and guest choose to work the claim out directly, Turo will not charge an assessment.
Timing: Once we find that a claim is eligible, Turo will notify the guest and charge the assessment within one business day.
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 3: Damage appraised and vehicle repaired
What happens: Depending on the severity of the damage, we’ll transfer the claim to our insurer, Allianz. Allianz will provide instructions for the best way to get an appraisal and guide the host through the repair process.
If you need a replacement car while your vehicle is being repaired, we offer options to help. Please discuss with your Turo claims specialist the option that best suits your needs.
Timing: It typically takes one to two weeks to resolve a case, but it may vary depending on the circumstances.
Step 4: Guest settles financial obligations
What happens: Turo will provide the guest with a detailed breakdown of damage costs. Turo may charge the guest’s payment card on file for the cost of appraisal and repairs, including a £150 processing fee.
Timing: Once we send a cost of damage breakdown to the guest, we usually charge them for the cost within one business day.