# Managing a damage claim through Turo | UK guests

> If yoursquore involved in a damage claim being managed through Turo you can expect the resolution process to move through these steps     Confirmin

Source: https://help.turo.com/en_us/managing-a-damage-claim-through-turo-or-uk-guests-HJbzH4xN9

Last updated: 2026-05-04T21:44:01.984Z

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

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 ask for your personal insurance information
    *   We’ll charge you the damage deposit consistent with your [protection plan](https://help.turo.com/protection-plans-including-insurance-or-uk-guests-HJBBNxV5) 
    *   If final damages plus administrative fees and appraisal costs minus insurance collected are less than the damage deposit, we’ll refund you the difference 
2.  Determining claim eligibility
    *   We’ll take up to three business days to review and validate claim eligibility
    *   We’ll check if the damage: 
        *   occurred during the trip
        *   is [wear and tear](https://help.turo.com/en_us/r11vU4l45)
        *   is related to a [Terms of Service](https://turo.com/policies/terms) violation
        *   is related to any [prohibited uses](https://help.turo.com/en_us/Hyi0E4l49)
    *   If claim isn’t eligible, we’ll refund your damage deposit and drop the claim
3.  Securing a damage estimate
    *   Once we confirm the claim is eligible, 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 in less than a day;  physical inspections may take five to seven days depending on location, vehicle accessibility and other factors
4.  Charging your payment card
    *   We’ll send you a detailed breakdown of damage costs and charge your payment card on file for any balance owed
    *   Assessed costs can be up to the full value of the car, plus related claims costs and administrative fees
        *   This can include processing fees of up to £150 and appraisal fees of up to £100
    *   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.