Why should I resolve damage directly?
In many situations, the fastest, most cost-effective way to resolve an issue for physical damage to the host’s vehicle is for you and your host to work together without Turo’s involvement. Resolving directly with your host lets you avoid paying administrative fees and costs. It caps the amount you’ll pay at the out-of-pocket maximum tied to your protection plan.
How do I work directly with my host?
If your host reports damage, they’ll decide whether to resolve directly with you or file a claim with Turo. If you report the damage, you’ll have the same options. If your host does contact you to resolve directly, you can agree to do so, or you can decline and ask Turo to manage the claim. You and your host have 20 days from the end of the trip to ask Turo to take over the claim. You might want to involve Turo if: you haven’t heard from your host in three days; don’t feel comfortable continuing to work with your host; or want us to make a final decision based on Turo policies. Contact us by replying to the original damage notification email and ask us to intervene. If you can’t find that notification, you can email us at email@example.com (US), firstname.lastname@example.org (Canada), or email@example.com (UK). Remember, if you ask Turo to take over the damage resolution process, you’ll be responsible for the claims administrative processing fees and appraisal costs, which differ by country. If more than 20 days pass or you or your insurance company remit any payment to your host, Turo won’t be able to take over the claim.
How does resolving directly work?
You and your host have the freedom to work together in whatever way suits you both. We recommend keeping all communication within Turo messaging and following a process similar to this:
- Agree on what damage occurred during the trip. Review pre- and post-trip photos with one another. If you need additional photos, ask your host to share close-up and multi-angle views of the damaged area(s) so you have a full understanding of the damage.
- Give your host 72 hours to send you a repair estimate. If you haven’t heard from your host within that time, they could be getting multiple estimates. Contact them via Turo messaging and ask when you can expect the estimate.
- Review the estimate and respond. Review the estimate to be certain it’s for the cost to repair the damage that happened during your trip and nothing else. If you have questions or disagree with the cost, ask your host to put you in touch with their repair shop so you can get answers and/or request a better price.
- Decide if you want to use your personal insurance or your protection plan to pay for the damage. If you’re filing a claim with your insurance company and they need information from Turo, contact us, and we can provide support. If you decide to use the protection plan you purchased through Turo, the most your host can request you to pay is the out-of-pocket maximum tied to your plan.
- Arrange for payment. We recommend using an electronic payment method such as PayPal, Venmo, or Square. We don’t suggest using cash unless you both can sign and provide copies of a receipt.