# Managing a damage claim through Turo | US guests

> If youre involved in a damage claim being managed through Turo you can expect the resolution process to move through these steps      Confirming damage and c

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

Last updated: 2026-05-04T21:20:48.871Z

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

## Confirming damage and charging a deposit

*   Turo will 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
*   Unless you chose the [Premier plan](https://support.turo.com/hc/en-us/articles/203991150-Summary-and-cost-of-protection-plans-US-guests), we’ll charge you a damage deposit
*   If final damages plus administrative fees and appraisal costs minus insurance collected are less than the damage deposit, we’ll refund you the difference 

## Determining claim eligibility

Turo will 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
*   is related to a [Terms of service](https://turo.com/policies/terms) violation
*   is related to any [prohibited uses](https://support.turo.com/hc/articles/203990570-Prohibited-uses)

If the claim isn’t eligible, we’ll refund your damage deposit and drop the claim.

## Securing a damage estimate

*   Once Turo confirms 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’ll get a photo-based appraisal in less than a day; physical inspections may take five to seven days depending on location, vehicle accessibility, and other factors

## Charging your payment card

*   Turo will send a detailed breakdown of damage costs and charge your payment card on file for any balance owed
*   If you have personal insurance and we make a payment on the claim, we’ll contact your insurer for reimbursement of the damage costs instead of charging your payment card
*   Charges will include the cost of appraisal, repairs, and a processing fee of up to $575
*   If we’re unable to charge the card or otherwise collect payment from you or your insurer for the outstanding balance, we’ll send the account to collections.

## Claims for missing or stolen vehicles

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