# Managing a damage claim through Turo | Australia guests

> If the vehicle was damaged during your trip its generally best to   work with your host to resolve the issue   If a damage claim is managed through Turo it

Source: https://help.turo.com/en_us/managing-a-damage-claim-through-turo-australia-guests-Syf4kIkXel

Last updated: 2026-04-16T18:25:49.698Z

#### If the vehicle was damaged during your trip, it’s generally best to **[work with your host to resolve the issue](https://help.turo.com/resolving-damage-with-your-host-Hy4fBNlN5)**. If a damage claim is managed through Turo, it’ll follow an established resolution process and will include a processing fee.  

## Damage claim process

If you’re involved in a damage claim being managed through Turo, you can expect the resolution process to move through these steps: 

#### Step 1: Confirming damage and charging a deposit

*   We’ll confirm with you that the damage took place and give you a chance to upload photos or supporting documentation
*   We’ll determine if the damage is your responsibility in accordance with Turo’s [Terms of Service](https://turo.com/us/en/policies/terms) and check if the damage: 
    1.  occurred during the booked trip
    2.  is [wear and tear](https://support.turo.com/hc/articles/203990650-Wear-and-tear) or other damage you’re not responsible for
*   Unless you chose the [Premier protection plan](https://help.turo.com/en_us/choosing-a-protection-plan-au-guests-H1_MqEuSi) for your reservation, we’ll charge you a damage deposit (usually $500).

#### Step 2: Securing a damage estimate

*   We'll confirm the damage is eligible and your responsibility. 
    *   In some cases, we’ll send it to a third-party appraiser to complete a damage estimate using photo-based appraisal.
    *   If damage is more severe or photo quality is low, we’ll send a field appraisal team to inspect the vehicle.
    *   In most cases, we get photo-based appraisal two to five business days; physical inspections may take longer depending on location, vehicle accessibility and other factors.
*   If final damages plus administrative fees and appraisal costs are less than the damage deposit, we’ll refund you the difference.

#### Step 3: Determining protection claim eligibility

*   Where you have elected the Minimum, Standard, or Premium Plan with your reservation and the final damages plus administrative fees, including a processing fee, and appraisal costs exceed the deductible on your selected Plan, we will automatically lodge a claim with Turo Travels Mutual for your claim for protection of the costs in excess of the deductible. 
*   We’ll take up to three business days to review and validate protection claim eligibility.
*   Your claim will be assessed against the protection described in the [Guest Protection Product Disclosure Statement](https://support-resources.turo.com/policies/Guest%20PDS%20-%20Turo%20Travels.pdf?_gl=1*1dzx89z*_ga*ODEyMDU1NzY4LjE2NjgxMTEzNTg.*_ga_CJPLS11T4Y*MTY2OTA3MDI1NS41LjAuMTY2OTA3MDI1NS4wLjAuMA..).  The Mutual has discretion in respect of every claim and the merits of the claim will be considered accordingly.

#### Step 4: Charging you for damage

*   If you declined protection for your reservation (including if you have your own personal insurance), we will charge you the full cost of the damage including administrative fees and appraisal costs less the damage deposit you’ve already paid. You would then need to make a claim under your own personal insurance.
*   If your claim is declined by the Mutual, we will charge you the full cost of the damage including administrative fees and appraisal costs, less the damage deposit you have already paid.
*   Charges will include the damage repair cost, cost of appraisal and an administrative fee of up to $155.  We’ll send a detailed breakdown of damage costs.
*   We’ll charge your payment card on file for any balance owed.
*   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. 

**Note:** If the vehicle is missing or was stolen during a Turo trip, we’ll launch a 30-day investigation period once we receive the police report — we’ll process the claim when the car is recovered or 30 days have passed.

**You may also find these helpful:**

*   [Resolving damage directly with your host](https://help.turo.com/resolving-damage-with-your-host-Hy4fBNlN5)
*   [Damage claim charges | Guests](https://help.turo.com/guest-charges-for-damage-claims-BkPzrVgN9)