# Work with your guest's personal insurer

> If youre resolving damage directly with your guest and they want to use their personal insurance to pay use these guidelines to help with the processdiv  

Source: https://help.turo.com/en_us/work-with-your-guest-s-personal-insurer-SkrSQ9GCs

Last updated: 2026-04-13T22:34:41.805Z

## Working with your guest’s personal insurer 

Resolving damage directly with your guest can often be the fastest way to get your car back on the road and avoids applying your earning plan’s out-of-pocket amount. If your guest prefers to use their personal insurance, use these guidelines to ensure a smooth process.

## Filing a claim 

Either you or your guest can initiate the claim with the guest’s personal insurer. If you’re taking the lead:

*   **Ask the guest** for their insurer’s name and policy number
    
*   **Once filed,** keep your claim number and adjuster’s contact information handy
    

Ask your guest about their policy deductible early on so you can agree on how you’ll handle that portion of the repair cost. 

## Providing documentation

Adjusters need "the full picture" to approve a claim quickly. Have these ready:

*   [car sharing agreement](https://help.turo.com/view-car-sharing-agreement-hosts-HkEbhubTs), which confirms the guest was authorized to drive; refer the adjuster to clause 2.6 (US) or 2.5 (Australia, Canada, France, and the UK) in the agreement  
    
*   details of loss: a description of when and how the damage happened
    
*   police report (if applicable)
    
*   pre-trip photos that show the vehicle’s condition to prove the damage wasn't there before the trip
    
*   post-trip photos of the damage
    
*   damage estimate (if available)
    

## Receiving coverage confirmation and payment

Every insurer is different. If they confirm coverage, the adjuster may pay the shop directly, send a check to you, or send it to the guest. Stay in contact with the adjuster to confirm where the payment is headed.

The adjuster will confirm if the guest’s personal policy deductible was applied to the final payout. In that case, you can request payment from the guest by sending a damage invoice via your [claims dashboard](https://help.turo.com/viewing-and-managing-claims-dashboard-S1FAwXad5).

## Involving Turo

We’re here if things don't go as planned. If the insurer denies coverage, you can escalate the claim to Turo:

*   **Standard Window:** Within 20 days of the trip ending
    
*   **Extended Window:** If you’ve been actively working with the insurer but the process is dragging, you can still escalate after 20 days; just keep a log of your communication (emails/call notes) to show the claim is active. Only escalate claims with proper documentation to avoid a $50 [violation fee](https://help.turo.com/ineligible-reimbursement-invoices-and-damage-reports-SJ4FBNlV5).