Roadside assistance for guests | UK

Who and what we cover

Help from our roadside assistance partner, FMG, is available only to UK guests who’ve booked a trip with a Turo-protected host. Contact them if you experience issues such as tyre puncture, need for fuel, key issues, breakdown, or accident. 

How to report a roadside issue

Vehicle breakdown

• Contact your host to inform them of the incident.
• Call FMG roadside at 0344 243 8660.
  • Be ready to give your reservation number. 
  • Report your location, the suspected problem, and whether you’re in a Turo Go car. If you’re in a Turo Go car, do not try to jump start the car. 
  • Wait with the car for roadside assistance to arrive. 

Accident 

• If you’ve had an accident with another vehicle, record:
• driver’s full name, address, and contact information
• vehicle registration number 
• insurance provider
• Take photos of their car and the damage.
• Get the contact details of any witnesses.
• Instruct the other party to call FMG claims +44 (0)344 243 8883.
• Contact your host to let them know that the vehicle has been in an accident. 
• If the vehicle is undriveable, call FMG roadside at 344 243 8660. 
• If you can still drive, continue your trip and report the damage within 24 hours from the time of the incident. 
  • Include a thorough version of events to help us determine liability and process your claim quickly.  
  • Use our Resolution center to file your report. 
  • Learn the steps of the claims process in the UK. 

Coverage
UK

Roadside assistance is available in Great Britain, including Northern Ireland. 

Europe

If you’re planning to drive in Europe, you must inform your host of your plans via Turo messaging and get their approval. Roadside assistance is not available in Europe, and it is the responsibility of the host and the guest to co-ordinate the recovery of the car back to the UK in the event of a breakdown or accident. 

Vehicle and key responsibility

If you’re waiting for roadside assistance, stay with the vehicle. If it’s in an unsafe location, stay somewhere nearby and keep it in sight. You’re responsible for the vehicle until roadside assistance arrives. You cannot leave the keys in the car and abandon the car. If you do so, you may be charged a fee of £120. Once roadside services arrive, you can hand over the keys. You’ll be responsible for all costs if the keys or the vehicle are damaged or go missing. If you’ve turned on the vehicle headlights as a safety measure and abandon the car, we’ll pass the cost of the service/tow onto you. 

Roadside assistance 

If the vehicle is undriveable, FMG roadside will try to fix it so that it’s operational. If they can’t, they’ll tow the vehicle and any luggage or cargo to your host’s preferred garage within 20 miles. If we’re unable to reach your host, FMG will tow the vehicle to the nearest garage or secure storage unit. Turo will cover the towing costs. 

Service costs 

You may be charged the call-out cost and the cost of roadside services if you are found to be at fault. 

• If a flat tyre occurs during the trip, you may be responsible for the cost. Read more about flat tyre charges. 
• If a vehicle needs to be refueled or you used the wrong fuel, you’ll be responsible for the cost. 
• If the car breaks down and you’re found to be at fault, you’ll be responsible for repair and recovery costs up to your deductible. 
• If the car breaks down due to mechanical damage, the host is responsible for the repairs and recovery.
• If a non-fault breakdown occurs, Turo will cover the cost of recovery back to the UK. 

Service costs for UK guests are as follows:

 Onwards travel

If the vehicle needs to be towed and you can’t wait for the repair, or the vehicle can’t be repaired at that time, contact support.turo.com or call +44 (808)164 1454. We’ll reimburse your onwards travel up to £50, for up to four members of the journey on proof of receipt . We’ll also refund you the remaining time of your trip. 

Restrictions

This coverage does not apply if you:

• violate Turo’s Terms of Service
• allow an unauthorized driver to use the vehicle
• intentionally cause damage or misuse the vehicle 

Roadside assistance doesn’t cover damage due to civil commotions or civil unrest. Nor does it cover damage resulting from acts of war, or nuclear energy or attacks. It doesn’t provide coverage if damage is due to earthquakes or weather-related incidents (flood, storms, etc). Coverage does not extend to the cost of fuel, insurance, or road charges/tolls.