# Turo’s damage claim process | US 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/turos-damage-claim-process-us-hosts-SymY8VlN5 Last updated: 2026-11-04T18:14:07.417Z This article explains the damage claim process for Turo hosts in the United States, including reporting requirements and reimbursement eligibility. Understanding and following this process  ensures that hosts can efficiently resolve damage claims and understand their protection plan benefits.  **US-specific facts to know:**  * **24-hour reporting deadline:** Hosts must report damage no more than 24 hours after the trip ends. * **$25 missing-photo fee:** Turo charges hosts who file a physical damage claim without pre-trip photos a $25 processing fee. * **Repair facility restrictions:** Effective August 18, 2026, certain repair facilities are not eligible for reimbursement — see [Repair facilities ineligible for reimbursement from Turo earnings plans](https://help.turo.com/repair-facilities-ineligible-for-reimbursement-B1qpzq8Gl). * **Safelite discount:** US hosts can use Turo's Safelite account number **566544** for discounted auto glass service. ## Host reports damage * Report the damage via the link on your claims dashboard. * Upload pre-trip photos that were taken no more than 24 hours before trip start and post-trip photos taken no more than 24 hours after trip end; photos must also contain metadata showing date, time, and geolocation. * Expect a claims associate to contact you within 24 business hours. * Monitor the status of your filed claim on your dashboard. **Important:** If your vehicle is missing or stolen during a Turo trip, Turo's investigators will work with you and law enforcement to try to recover it. That process may take up to 30 days from the time Turo receives the police report. Turo will process the claim when the car is recovered or after 30 days have passed. ## Turo determines claim eligibility and validity ### Claim eligibility Turo typically takes up to 3 business days to determine whether a claim is eligible for reimbursement under your chosen earnings plan; however, more complex claims can take longer.  **Eligibility criteria:** * **Timing:** Damage must be reported no more than 24 hours after the trip ends. * **Coverage:** Turo reviews whether the damage occurred during the trip, is considered normal wear and tear, or relates to Terms of service violations or prohibited uses. * **Mechanical failure:** Turo does not cover mechanical failure unless it results from guest negligence or intentional misuse. In these cases, Turo may require a signed diagnostic report from a qualified mechanic on business letterhead. **Important:** Turo earnings plans do not include reimbursement for repairs performed at specific ineligible facilities. Review the [list of ineligible repair facilities](https://help.turo.com/repair-facilities-ineligible-for-reimbursement-B1qpzq8Gl) to ensure your chosen shop qualifies. ### Claim validity Turo validates every claim to ensure it meets coverage requirements. **Invalid claim examples:** * **Pre-existing damage:** Damage that existed prior to the trip. * **Non-trip damage:** Damage that occurred outside of the Turo rental period. * **Altered evidence:** Submissions that have been modified. * **Plan exclusions:** Damage not covered by your selected earnings plan. **Note:** Filing invalid claims results in fees charged to your future earnings or Stripe account. Refer to the list of [violation fees for hosts](https://help.turo.com/host-fees-r1aIIExV5) to understand the costs associated with invalid submissions or material misrepresentation. ## Appraiser estimates repair costs Once Turo confirms your claim is eligible, the damage assessment process begins. * **Photo appraisal:** Turo sends the claim to a third-party appraiser, who can often  provide a photo-based estimate within 1 day; however, estimates may take longer depending on documentation and claim complexity. * **Field inspection:** If the damage is severe, complex, or photo quality is insufficient, Turo sends a field appraisal team to inspect the vehicle. Physical inspections typically take 5–7 days, but may take longer depending on location and accessibility. ## Turo issues payment Turo issues payment for eligible damage costs that exceed your earnings plan's damage responsibility. Your **damage responsibility** is the amount you're responsible for before becoming eligible for reimbursement for physical damage that occurs during a trip. Your damage responsibility and a guest's out-of-pocket costs are separate, meaning both parties may be responsible for costs associated with the same claim. Payment eligibility and timing vary based on the circumstances of each claim. Some claims may require additional investigation, repair verification, or supporting documentation before payment can be approved. Claims designated as **reimbursement-only** require proof of completed repairs and supporting documentation before reimbursement can be considered. * **Notification:** Once payment is approved, Turo will provide instructions for completing the payment process. * **Timing:** Payment timelines vary depending on the claim's complexity, required documentation, verification processes, and any additional review or investigation. Once payment is issued, the time it takes for funds to become available may also vary depending on your financial institution. ## Turo offers repair shop options  **Important:** Turo may, at its discretion, require independent inspections, proof of repairs, and verifiable payment documentation before issuing reimbursement for physical damage repairs. For help finding repair facilities, visit [Gerber Collision](https://www.gerbercollision.com/locations) or [Caliber](https://www.caliber.com/find-a-location). * **Preferred vendors:** If Turo has communicated a preferred vendor for glass repair, key replacement, or other specific repairs, the reimbursable amount is capped at the preferred vendor's pricing. If your chosen vendor charges more, you're responsible for the difference. * **Non-network shop or cash in lieu:** Turo pays you the net price minus your plan's damage responsibility. * **Ineligible shops:** Hosts will not receive physical damage reimbursement for repairs done by [these shops in California](https://help.turo.com/repair-facilities-ineligible-for-reimbursement-B1qpzq8Gl) Turo has identified as ineligible.  * **Labor rates:** If your repair facility charges above prevailing labor rates, the difference is your responsibility.