Report damage and choose a resolution path
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 for Turo to manage. 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 to follow this resolution path or to ask Turo to handle the claim instead. You and your host have 20 days from the trip’s end date to contact us and ask that we take over a claim. 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 take over the claim.
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.
Track 2: Have Turo manage the claim
If you or your host choose to have the claim managed through Turo, 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 damage took place and give you a chance to upload any relevant photos or supporting documentation. We’ll also ask for your personal insurance information, and, unless you chose the Premier plan, charge you a damage deposit. The deposit amount depends on the initial assessment of the damage and the out-of-pocket maximum tied to your protection plan. If you chose the Standard plan, we’ll charge you a deposit of CA$500. If you chose the Minimum plan or declined protection, we’ll charge you a deposit of up to CA$2,000. 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
We’ll take up to three business days to review the damage claim to determine if it’s eligible and valid. 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. If we find that the claim is not eligible, we’ll refund your damage deposit in full and drop the claim.
Damage estimate secured
Once we confirm your claim is eligible, we’ll send it to a third-party appraiser who, in most cases, can complete an estimate of damage costs in one day using photo-based appraisal. If the damage is more severe or complex, we’ll refer the claim to our insurance partners, Intact or ICBC. Cases requiring physical inspection may take five to seven days. It depends on location, vehicle accessibility, and other factors.
We’ll send you a detailed breakdown of damage costs and charge your payment card on file for any balance owed. Charges will include the cost of repairs and a processing fee of up to CA$150. Appraisal and processing fees may vary, depending on how the claim is estimated. See more about guest fees. If we’re unable to charge the card or otherwise collect payment from you for the outstanding balance, we’ll send the account to collections.