Report damage or receive a damage notification
If your host’s vehicle was damaged on your trip, you can file a damage report, and we’ll notify your host. Otherwise, hosts must report damage no more than 24 hours after the trip ends and provide pre- and post-trip photos of the damaged area to start the resolution process.
When your host reports damage, we’ll ask them to choose one of two resolution paths to follow. One is to work with you to resolve the damage directly with no involvement from Turo. The other is to file a claim. We’ll email you a damage notification with the host’s decision about which resolution path they’d like to follow.
Follow a resolution path
Path 1: Resolve directly with your host
If your host decides to resolve the damage with you directly, you can either agree or disagree with following this resolution path. You and your host have 20 days from the trip’s end date to contact us and ask that we intervene in the damage resolution process. The most efficient way to do that is to reply to the damage notification email and ask us to intervene. If more than 20 days have passed or if you or your insurer has issued any payment to the host, Turo won’t step in.
If you and your host choose to resolve damage directly and we charged you a security deposit for your trip, we’ll refund that deposit 80 hours after the scheduled trip end unless your host submits an invoice for any incidental costs. Once we issue the security deposit refund, your bank will take another three to 10 business days to process and post it in your account.
Note: If you and your host are working together to resolve damage directly, the steps below won’t apply to you. Instead, follow the steps for resolving damage with your host.
Path 2: Follow the Turo claims process
If you or your host choose to follow the Turo claims process, a claims associate will be in touch within 24 business hours. In the unfortunate and rare case that the vehicle is missing or was stolen during a Turo trip, there will be a 30 day investigation period from the date we receive the police report. Once the car is recovered or 30 days have passed, we’ll process the claim.
Damage confirmed and deposit charged
We’ll confirm with you that the reported damage took place and give you a chance to upload any relevant photos or supporting documentation. We’ll charge you a damage deposit of £500. If final damages plus related costs minus insurance collected are less than the damage deposit, we’ll refund you the difference. Related costs include claims administrative processing fees and appraisal costs
Claim eligibility determined
Our insurer has the right to determine eligibility on all damage claims. We’ll check if the damage occurred during the trip, is wear and tear, is related to a Terms of Service violation, or is related to any prohibited uses. In most cases, eligibility can be determined within three days, but it could take longer depending on the nature of the claim. If we determine the claim is not eligible, we’ll refund your damage deposit.
Damage estimate secured
After the claim is confirmed to be covered, Turo or its claims management vendor will send an assignment to a third-party appraisal vendor for an estimate of the damage costs. In most cases, they can complete an estimate of damage costs in less than a day using photo-based appraisal. If the damage is more severe or complex or photo quality is low, a field appraisal team may be dispatched to perform an in-person inspection. Cases requiring physical inspection may take five to seven days. It depends on location, vehicle availability, and other factors.
We’ll send you a detailed breakdown of damage costs on request and charge your payment card on file for any balance owed. Ultimate assessed costs can be up to the full value of the car, plus related claims costs and administrative fees. Related costs and administrative fees include processing fees up to £150 and appraisal fees of up to £100. See the full list of guest-related claims fees.
If you have questions, email us at firstname.lastname@example.org or reach out via support.turo.com.