# Resolving damage directly with your guest

> Choosing to resolve directly  When you or your guest report damage, we’ll ask you to enter the estimated cost of the repair. Based on the e...

Source: https://help.turo.com/en_us/resolving-damage-directly-with-your-guest-rJjYLNe4q

Last updated: 2026-06-22T17:51:59.200Z

## Choose the option to resolve directly

We’ll let you know if resolving damage directly with your guest is an option when you report damage or respond to a guest’s damage report. We'll ask you to enter the estimated cost of the repair. That, your earnings plan damage responsibility (if any), and your guest's out-of-pocket maximum determine whether resolving directly is a beneficial option. To proceed, select the **Resolve directly** option and tap or click **“Continue.”**

If you choose to resolve directly, send all communication through Turo messaging so we have visibility. 

## Request payment for damage

#### Get a damage estimate

Get a repair estimate (or more than one, if you’d like) within 72 hours of choosing the resolve directly path. Be certain the estimate is for the cost to repair only the damage that happened during your guest’s trip.  

**US hosts** can check out our [vendor discounts](https://turo.com/us/en/car-rental/united-states/host-hub) which might help keep costs down. To take advantage of the vendor discount on Safelite auto glass services, be sure to identify yourself as a Turo host and use Turo’s account number: 566544.

**US and Canada hosts** can rely on our partners at CrashBay to locate a trusted repair shop in their area. Visit [CrashBay](https://crashbay.com/) to explore options and schedule an appointment for a free estimate. 

If your guest wants to use their personal insurance, you may want to file a claim and receive damage payment from their insurance provider. Learn more about [working with a guest’s insurance company](https://help.turo.com/work-with-your-guest-s-personal-insurer-SkrSQ9GCs). Otherwise, your next step is to request payment directly from your guest. 

#### Request payment

Once you have an estimate, request payment by sending a damage invoice to the guest via your [claims dashboard](https://help.turo.com/viewing-and-managing-claims-dashboard-S1FAwXad5). You can also upload photos and include a note to the guest to help them understand the scope of the damage. 

Unless you’re using the guest’s personal insurance, their Turo protection plan’s out-of-pocket maximum (if any) is the most you can request from them when resolving directly. You can see your guest’s out-of-pocket maximum when you file the damage report, when you invoice the guest for the claim, and on the trip’s [car-sharing agreement](https://help.turo.com/view-car-sharing-agreement-hosts-HkEbhubTs). We’ll automatically apply any deposits the guest paid for to the damage invoice. An applied deposit amount is considered part of a guest’s out-of-pocket max. 

## Receive payment for damage

Give your guest time to review the cost and respond. If your guest contacts you with questions or disagrees with the cost, connect them with your repair shop to get answers or request a better price. 

Guests can pay your damage invoice with their payment method on file in the app or on the web, just as they do for any other reimbursement invoice. 

## Escalate to Turo (optional)

If you can’t come to an agreement with the guest, they’re unresponsive for three or more days, you change your mind about resolving directly, or you receive only a partial payment from your guest, you can escalate the claim to Turo as long as it’s within 20 days of the trip ending. Hosts may escalate outside this 20-day timeframe as long as they can show they’ve been actively working with their guest’s insurer or a third-party insurer to resolve the issue.

Your guest has the same timeframe to contact us to take over a claim. If you file a claim with Turo and have a damage responsibility tied to your earnings plan, you’ll be responsible for that amount. 

If the invoice is unpaid after 20 days and the requested amount on your damage invoice is greater than your earnings plan damage responsibility for that trip, we’ll auto-escalate the invoice to our claims team to handle.