Roadside assistance for guests | UK

Fast Facts:

  • Roadside services in the UK are available only to guests who’ve booked a trip with a Turo-protected host. 
  • Guests who’ve booked with a Commercial Host should contact their host for roadside support. 
  • Roadside service is available 24 hours a day, 365 days a year in the UK coverage area. 

Who and what we cover

Roadside services in the UK are available only to guests who’ve booked a trip with a Turo-protected host. Contact us if you experience issues such as tyre puncture, need for fuel, key issues, breakdown, or accident.Turo will provide roadside and transportation assistance through our UK roadside assistance partner. 

How to report a roadside issue

Vehicle breakdown

  • Report the incident at support.turo.com as soon as possible. 
  • Contact your host to inform them of the incident.

Immediate roadside help

 

  • Call +44 (0)844 322 1456. 

 

  • 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 contact Turo’s claims handling company FMG on +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 roadside assistance at +44 (0)844 322 1456. 
  • If you can still drive, continue your trip and report the damage within 24 hours from the time of the incident. 

Where we provide 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 available to you in Europe; however, you or your host may be charged for 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 tire that occurs during the trip, you may be responsible for the cost. Read more about flat tire charges.  

  • If the car breaks down due to mechanical damage, the host is responsible for the repairs and recovery.
  • If the car breaks down at the fault of the guest, the guest is responsible for up to £1,000 of repair and recovery costs.
  • If a non-fault breakdown occurs, Turo will cover the cost of recovery back to the UK. 

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 are responsible for the vehicle until roadside assistance arrives Once they do, you can hand over the keys. You cannot leave the keys in the car and abandon the car. You’ll be responsible for all costs if the keys or the vehicle are damaged or go missing. 

On-the-spot assistance 

If you’re unable to drive the vehicle, roadside assistance will, whenever possible, fix the vehicle so that it’s operational. If a vehicle needs to be refueled, you’ll be responsible for the cost. 

Towing after unsuccessful on-the-spot assistance 

If on-the-spot assistance is unsuccessful, the vehicle and any luggage or cargo will be towed. We’ll contact your host to ask for their preferred garage within 20 miles. If we’re unable to reach them, the vehicle will be towed to the nearest garage secure storage unit. Turo will cover the towing costs. 

Recovery after an accident 

If your vehicle leaves the road as a result of an accident, roadside assistance will arrange for vehicle recovery. Recovery will also include any luggage or cargo.

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 £30. We’ll also refund you the remaining time of your trip. 

Restrictions

This coverage does not apply if you:

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.

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