Contacting roadside assistance
Help from our roadside assistance partner, FMG, is available 24/7, if you’ve booked a trip with a host who has chosen a protection plan through Turo. Contact FMG roadside at 0344 243 8660 if you experience issues such as tyre puncture, need for fuel, key issues, breakdown, or accident. Depending on the circumstances and service provided, you may be responsible for roadside service costs. If you’ve booked a trip with a Commercial Host, contact them directly to arrange for roadside assistance.
Roadside assistance after an accident
If the vehicle is undriveable, contact your host to let them know and call roadside assistance at 0344 243 8660. 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.
If you can still drive, contact your host to let them know. Then continue your trip and report the damage within 24 hours from the time of the incident. Use our Resolution center to file your report.
If you were in an accident with another vehicle, record the other driver’s full name, address, and contact information. Get the vehicle registration number and insurance provider information. Be sure to get the contact information of any witnesses. And be sure to take clear photos of their car and all damage. Provide all those the other party involved in the accident with the Turo Incident Information card.
Roadside assistance after a breakdown or other issue
If the vehicle you’re driving breaks down or won’t start, immediately contact your host. Then call FMG roadside at 0344 243 8660. Report your location, the suspected problem, and if you are in a Turo Go car. If you are driving a Turo Go vehicle and suspect a dead battery, don’t jump start the car. Wait for roadside assistance to help.
Roadside service costs
Roadside assistance is available in Great Britain, including Northern Ireland. Who pays depends on who caused the need for the service. Your host will be responsible if service was needed because the vehicle was mechanically unsound or improperly maintained. You’ll be responsible if service was needed because of carelessness, abuse, or a violation of Turo policy. You may also be responsible for any damages. If you get a flat tyre on your trip, we may charge you the cost to repair or replace the tyre if we find that the host wasn’t at fault for the flat. Flats caused by accident or vandalism are unfortunate, but they are the guest’s responsibility. Read more about flat tyre charges. If you’re found to be at fault for a roadside incident, you could be charged roadside costs up to £500*. That includes a callout fee of 156£ plus the cost of service and/or parts, if any, and towing costs, if necessary, including travel charge per mile.
You should inform your host via Turo messaging if you plan to drive in Europe. Your host may or may not approve your plans and must ensure their vehicle is capable of making the trip. Turo has roadside service providers available in most EU countries, and who pays for roadside services depends on who caused the need for service. If you’re found to be at fault, we may charge you up to £1,000*. We recommend you purchase additional coverage to reduce costs should you be found at fault for a roadside callout.
*Charge varies depending on circumstance and location and includes callout cost, cost of service and/or parts, towing costs, if any, including travel charge per mile.
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 negligence 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.
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 per approved driver on trip, up to a maximum of £200 and of proof of receipt. We’ll also refund you the remaining time of your trip.
Roadside assistance 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.