It’s our goal to deliver a fair and accurate claims experience to hosts and guests. When a host files a claim for damages that occurred on a trip, we’ll assess if the vehicle has prior damage that would impact the claim.
The information in this article only applies to trips booked with peer-to-peer hosts. Commercial Hosts provide their own insurance to guests and process claims independent of Turo.
Prior damage is any damage to the vehicle that existed before the start of the guest’s trip. We’ll take a close look at any and all prior damage in order to determine what costs are related to the new damage, versus prior. We rely heavily on pre- and post-trip photos in making our assessment. It’s essential that you take and upload these pictures to your Trip Photos. They help ensure you’re covered in the event of an issue during a trip. In certain situations, Turo Go hosts may be able to rely solely upon post-trip photos that the host takes within 24 hours of the end of the trip to qualify for physical damage protection.
Submitting false or misleading information is a violation of Turo’s Material misrepresentation policy. It’ll result in a denial of the claim or request and a fine of up to $2,000. US hosts who submit a claim without photos will be charged a $25* processing fee. Learn best practices for taking photos for damage claims.
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. We'll pay the host the difference between these two. This ensures the host is paid for costs related to damages that occurred during a trip. It’s also fair to the guest, ensuring that they only pay the costs for the damage they caused.
Examples of prior damage assessments
Example 1: Claim paid
Before a guest’s trip, a vehicle has prior damage to the bumper. Repairing and refinishing the prior damage would have taken 2 hours of work. During the trip, the bumper receives new damage. Due to the new damage, the time to repair the bumper increases from 2 to 5 hours. The host would be paid for 3 hours of repair.
Example 2: No claim paid
An aluminum wheel has scrapes prior to a trip. The cost to repair the prior damage is $125*. During a trip, new scrapes are added to the wheel. The cost to repair the damage in total is estimated still at $125*. The new damage doesn’t increase the repair cost from what already existed, so no claim would be paid.
* Values are in CAD for trips in Canada. They’re in € (euros) for trips in Germany and all countries in the eurozone. Values are in £ (pounds) for trips in the United Kingdom. Values are in US$ for trips in the United States and all other countries where Turo is available.