How does Turo assess new damage vs. prior damage?
Prior damage is any damage to the vehicle that’s more than 3" in length* and existed before the start of the trip during which the new damage occurred. The exception is glass damage. We consider all glass damage that existed before a guest’s trip, regardless of length, to be prior damage. We look closely at all damage to determine what costs are related to the new damage versus the prior damage. To do so, we rely heavily on pre- and post-trip photos. That’s why you must take and upload these pictures to Trip Photos within 24 hours before and 24 hours after a trip. In certain situations, Turo Go hosts may be able to rely solely on post-trip photos. Otherwise, we charge a $25 processing fee to US hosts who submit a claim without photos. Learn best practices for taking photos for damage claims.
How does Turo pay physical damage costs for claims that involve prior damage?
If we discover that the vehicle had prior damage, we'll make two calculations. We'll estimate 1) the cost to repair the prior damage and 2) the cost to repair the new damage, if any. We'll pay you the difference between these two. This ensures we pay you for costs related to damage that occurred during a trip and don’t charge guests to repair damage that occurred before their trip took place.
Examples of prior damage assessments
Example 1: Before a guest’s trip, your vehicle’s bumper has a 6” scrape that would have cost you $350* to repair. During the trip, the bumper receives new damage. Due to the new damage, the cost to repair the bumper has increased from $350* to $500*. Turo would pay you the difference — $150* for the new damage.
Example 2: Before a guest’s trip, your vehicle’s wheel has a scrape about 4” long. Scrapes to wheels are common, and most shops charge a flat fee of $125* to repair and refinish a wheel. During the trip, the guest adds new scrapes to the wheel. The cost to repair the wheel is still estimated at $125*. The new scrapes don't increase the repair cost from what it was based on the prior damage, so Turo would not pay any physical damage costs for the wheel. However, if the pre-trip scrape was less than 3”, we wouldn’t consider that prior damage, and we’d pay you the $125 repair cost.
*Values are in US$ in the United States and in CAD for Canada. They’re in £ (pounds) for the United Kingdom.