Roadside assistance for hosts | UK

About roadside services in the UK  

Roadside services in the UK are available to your guests if you chose the Standard protection plan (available before September 1, 2020) or if you choose the 65 plan or 75 plan (available as of September 1, 2020.) Turo will provide roadside and transportation assistance through our roadside assistance partner, FMG. Turo covers the call-out charge to the roadside location. But if you’re found liable for the roadside event, you’ll have to pay for the services provided and any supplementary costs. 

How to report a roadside issue in the UK

Do your best to ensure that guests know how to get roadside help. If a guest contacts you to report an issue, share the information below with them.  

• Breakdown or roadside assistance: Call 0344 243 8660. 
• Accidents
  • If the vehicle is undriveable: Call 0344 243 8660 for assistance and report the accident by filing a damage claim.
  • If the vehicle can be driven: Have the guest file a damage claim.
    • If a third party was involved, ask the guest to collect and report the driver’s name, car registration number, and contact information.  
    • To be eligible for coverage, damage must be reported within 24 hours of the trip end. Confirm with your guest that they’ve filed a claim. If not, file the claim yourself at our Resolution center. 
    • Learn the steps of the claims process in the UK.  

Roadside coverage and costs in the UK and Europe

UK

Roadside assistance is available in Great Britain, including Northern Ireland. Service costs for UK hosts are as follows:

*If FMG replaces a tyre at roadside, the host will be responsible for the cost of the tyre. 

• If the car breaks down due to mechanical damage, you’re responsible for the repairs, any supplementary parts, and recovery back to your home location. 
• If the car breaks down at the fault of the guest, the guest is responsible for repair, any supplementary parts, and recovery costs. If the host files a damage claim for repair costs post-trip, guests are responsible for eligible costs up to their out-of-pocket maximum.
• If a non-fault breakdown occurs, Turo will cover the cost of recovery. 

Europe

Guests should inform you via Turo messaging if they plan to drive in Europe. If you choose not to approve their plans, you may contact support.turo.com to cancel the trip. If you do approve, you must ensure your vehicle is capable of making the trip. Roadside assistance is not available in Europe. In the event of a breakdown or accident, it’s the responsibility of the host and the guest to coordinate the recovery of the car back to the UK  

Roadside assistance provided in the UK

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 preferred garage within 50 miles. If we’re unable to reach you, FMG will tow the vehicle to the nearest garage or secure storage unit. 

Replacement transportation for UK hosts

If you’ve selected the Standard plan (available before September 1, 2020), we’ll provide you with up to £35 per day in Turo travel credit for up to 10 days (£350 maximum). This credit will expire 30 days after the issue date. If you choose the 65 plan (available as of September 1, 2020), you’ll be eligible for a courtesy car through our third-party claims management vendor if you have only one car listed on Turo, have filed a damage claim for that car, are having repairs made by a mechanic in the repair network of our claims management vendor, and those repairs will take more than 3 days. 

Best practices

You can help ensure the safety of your guests and save money by following these roadside preparation suggestions.

• Ensure there’s a spare tyre in your car to avoid being charged for a replacement tyre.
• Tell guests the location of the spare tyre, how to switch the lights on/off, and what fuel your car needs.
• Have your own roadside assistance provider in place. If a guest contacts you to say they’ve broken down, you can call your own roadside assistance to avoid incurring charges from Turo. Coordinate this directly with your guest. 
• If a guest contacts you to say they’ve been in an accident with a third party, encourage them to collect that party’s information and to report the accident on the spot by filing a claim. Follow up to be sure they’ve reported the accident to Turo’s Claims team. If they haven’t, be sure to file the claim yourself no later than 24 hours after the trip ends to be eligible for reimbursement.  

Restrictions on roadside assistance

This coverage does not apply if you or your guest:

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

Roadside assistance protection 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.