This article only applies to guests in the United Kingdom who selected a Turo provided protection plan when booking the vehicle.
What’s the difference between a Turo protection plan and a Commercial Host plan?
When you book a vehicle with a Turo host who has chosen a Turo protection plan, you’ll have a chance to choose a Turo plan for your trip. In the unlikely event that you’re involved in an accident or damage a vehicle during your trip, you’ll report the incident to Turo, and you and your host will follow Turo’s claims process.
If you book a vehicle with a Commercial Host -- that is, a host who’s waived a Turo protection plan and provides guests with their own commercial rental insurance policy -- Turo will not handle the claims process. You’ll report damage or an accident directly to you host to learn what steps you’ll need to take. Consult the host and read the vehicle’s description for more information about their insurance and accident processes.
Both Turo protection plan vehicles and Commercial Host vehicles are available in the UK (as well as in the US, certain Canadian provinces, and in Germany). Commercial Host vehicles only are available to guests who book a trip outside one of the regions mentioned above.
What are my responsibilities under my Turo protection plan?
Your responsibilities will vary depending on which protection plan you have selected. In cases where only the host’s car is involved, you’re responsible for damage to the host’s car, with two exceptions: 1. non-covered wear and tear, and 2. pre-existing damage that you reported and documented prior to the start of your trip.
What steps are taken when I report damage or an accident?
First, you’ll report the incident to us via https://turo.com/resolutions as soon as possible. Be sure to fill out the form as much as you can. If you don’t have all the information asked for in the form, give your best guess for some of the answers. If there’s another car involved, please make sure to get the contact and insurance information for that car and driver. If at all possible, get a police report, too.
After we’ve received your report, a Turo claims specialist will pass the claim on to Allianz. During the claims process, we’ll ask you to share all relevant documentation (e.g., photos, police reports, etc.) with your Turo claims specialist, and they’ll coordinate with Allianz to guide you through the process. The outcome of the claim will depend on the facts of your case (which party is at fault, jurisdiction, etc).
When damage is reported, you’ll initially be charged a preliminary amount at the beginning of the claims process. The amount depends on the initial assessment of the damage and the protection plan you’ve chosen:
- Premier Plan – up to £250
- Standard Plan – up to £1,000
- Minimum – up to £2,000
Ultimate assessed costs can be up to the full value of the car, plus related costs.
Depending on, among other things, which protection plan you’ve selected, where liability for the incident is found to lie, and what the level of damage is, you will either receive a refund of some, none, or all of the amounts initially charged. Or you may be required to pay additional amounts to satisfy your obligations. One of the costs that you’ll be responsible for will be for claims processing, which vary, but can reach a maximum of £150 per claim, depending on the severity and complexity of the loss. If the payment card you used for the trip does not have sufficient funds to cover the additional cost, we’ll charge your other cards on file to satisfy your payment obligations. You can review all the steps of the claims process here.
* Turo will not process claims for accidents that occur in a vehicle provided by a Commercial Host. If the vehicle is covered under a host’s separate commercial rental plan, all claims must be filed through that plan. Turo is not responsible for any damages or claims that may arise.