# Resolving damage by filing a claim | UK hosts > Report damage and choose a resolution path You must report damage no more than 24 hours after the trip ends to start the resolutio... Source: https://help.turo.com/en_us/reporting-and-resolving-damage-or-uk-hosts-SJOF8VgEq Last updated: 2026-06-15T17:34:58.080Z ## File a claim for Turo to manage You must [report damage](https://turo.com/resolutions) as soon as you become aware of it and in any case no more than 24 hours after the trip ends. If you choose to file a claim and have Turo manage it, a claims associate will be in touch within 24 business hours. You can view filed claims on your [claims dashboard](https://help.turo.com/viewing-and-managing-claims-dashboard-S1FAwXad5). **Note:** After reporting a claim, if you chose to try and resolve directly with your guest, we will put your claim on hold. If you cannot solve the issue directly with your guest you can ask Turo to handle your claim, as long as you do so within 20 days of your trip ending.  In the unfortunate and rare case that your vehicle is missing or stolen during a Turo trip, you must report the incident to the police and raise a claim with Turo, supplying a copy of the police report and crime number, as soon as possible and in any case within 24 hours of the theft or disappearance. You must also have complied with the [Active tracker policy](https://help.turo.com/en_us/active-tracker-policy-uk-hosts-HyoS8NxEq) and cooperate with our investigators and law enforcement to facilitate the recovery of your car. That process may take up to 30 days from the time we receive the police report. We'll process the claim once we’ve recovered the vehicle or 30 days have passed.  ## Turo determines claim eligibility and validity Turo or our claims management partner will 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](https://turo.com/policies/terms) violation, or is related to any [prohibited uses](https://help.turo.com/prohibited-uses-Hyi0E4l49). If we need additional documents and/or information to determine eligibility, we’ll let you know what those are during this period. In most cases, eligibility can be determined within three business days, but it could take longer depending on the nature of the claim.  We take every claim seriously and spend time checking each one, so it’s important you file only valid claims. Examples of invalid claims include, but aren’t limited to, claims for damage that is pre-existing, that didn’t occur during a Turo trip, or that isn’t within the scope of the earnings plan you chose. Learn more about avoiding invalid claims and [material misrepresentation](https://help.turo.com/material-misrepresentation-BkKQ84xE9). If we find a claim invalid, we’ll charge you an admin fee and collect it against your future earnings or from your Stripe account. See [Violation fees | Hosts](https://help.turo.com/host-fees-r1aIIExV5) for specific costs of misrepresentation, frivolous claims, and missing damage photos. ## Appraiser estimates damage repair costs   After the claim is confirmed eligible, the next step would be to have the damage appraised by a third-party vendor and the repair costs estimated. 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.  If Turo has communicated a preferred vendor for services such as glass repair/replacement, key replacement or other repairs, the estimate is based on the pricing from the preferred provider. While you are allowed to use your own vendor, the most you can be reimbursed under your earnings plan is the amount that the Turo-approved vendor would charge. If the repair vendor you chose charges higher rates than the Turo-approved vendor, you will be responsible to pay the difference in price. If you chose the More peace of mind plan, you may be eligible for a [courtesy car](https://help.turo.com/en_us/courtesy-cars-HJm0vykSo)[.](https://support.turo.com/hc/articles/217552957-How-does-Loss-of-Hosting-Income-work-for-hosts-who-have-selected-the-Premium-Plan-) At this point in the process, you can request this benefit through your Turo claims associate. ## Turo issues payment for repairs  We’ll issue you payment for damage costs above your earnings plan’s damage responsibility. Turo uses the term “damage responsibility” to mean the amount you’re responsible for _**before**_ you’re eligible for reimbursement for any physical damage to your vehicle that occurred during a trip. We’ll send you an electronic link to complete the payment process. You can make payment in the form of a bank transfer or direct payment to the repair vendor.  If you have your vehicle repaired at a Turo-approved repair shop, we’ll pay the repair shop directly the gross of value-added tax (VAT). This [list of approved repair shops](https://support-resources.turo.com/protection/Turo%20list%20of%20repairers%20(14_02).pdf) is not exhaustive and is subject to change. We’ll apply your applicable host damage responsibility. If you take the vehicle to a non-network  repair shop or prefer to receive cash in lieu of repairs, we’ll pay you the net price, excluding VAT,  minus your plan’s damage responsibility. If you’re registered as a business, you may be able to claim the VAT back.