X5 Turo Claims

My Host Perspective with Turo Claims

I’ve heard a lot of horror stories from other hosts with Turo claims. Here’s my experience, as it unfolds, with Turo claims.

Since insurance, claims and car damage is a common concern with car sharing I’ll do my best to document my experience from the host perspective.

Turo Claims - rear driver quarter panel
Apologies for the glare (rear driver quarter panel)

The Story

My BMW X5 was on a long weekend trip to Tahoe. I messaged the guest just as he was trying to find a parking spot to end the reservation. I offered the guest my condo’s temporary parking spot and met him there since I was home. I planned to wash the car since he didn’t have time. I require car washes for Tahoe and Yosemite trips.

As the guest was taking pictures to end the reservation I noticed a 4 inch white scratch above the rear driver wheel. I thought it was debris and dirt and figured I’d inspect it more after the car wash.

After the car was cleaned I further inspected the rear driver quarter-panel. I quickly saw that the X5 scraped against a pole or pillar. I immediately took pictures in the best light that I could. The overall section is about 12-16 inches in diameter (maybe?).

I messaged the guest who didn’t seem to know much about it. Maybe someone hit the X5 as he was inside paying for gas? Seems odd…

Turo Claims - rear driver quarter panel
Rear driver quarter panel

The Turo Claims Process

I called the Turo host phone number, listened to a robot, hit a few buttons on the dial-pad and a link to ‘Claims’ was messaged via SMS: “To file a damage claim please go to http://www.turo.com/resolutions!”

I wanted to talk to a Turo representative but that didn’t happen. O well.

The Turo claims website is self-explanatory and easy to navigate. You basically select the reservation where you’re filing a claim. Acknowledge that if the claim you’re filing doesn’t hold water you’re on the hook for $25. They’re serious and actually capture a credit card (but don’t immediately charge it). Also, if it’s a fraudulent claim you can be fined up to $2k in addition to being banned from the platform. Yikes.

After that step, I was prompted to select pre-trip and post-trip photos. Since it was a ‘Turo Go’ remote trip the responsibility for taking pre-trip photos falls on the guest. Luckily (or smartly) I always take pre-trip photos. Moving forward I’ll take a lot more pics.

I entered information about time, date, location and other information on the accident.

Turo claims also stated what insurance coverage level I have and what’s covered (and what isn’t). Since the damage covered more than 3 inches I had a valid claim.

I was able to choose whether to deal directly with the guest or let Turo handle it. The advantage of dealing directly with the guest is speed and less cost (for the guest). If Turo is involved it can take longer and cost the guest more (not sure what exact fees). If the guest and I can’t come to a mutual agreement it gets kicked up to Turo. It gets escalated automatically within 10 days I believe.

At the end, Turo pre-filled a message to start the conversation with the guest. It was basically like: “Hi friend, I noticed damage on the vehicle. Things happen. I’d like to make it better. I’m going to get a repair estimate for you. We’ll fix this.” I could customize it.

The guest was understanding. Overall it was a positive initial exchange.

(Expected) Next Steps

Since I had an overnight business trip the next day I couldn’t immediately take the car into a body shop for an estimate. My next step is to get an estimate from a body shop then send it to the guest.

I’m not sure if the guest can use their insurance to pay. Turo did mention using Venmo, PayPal or Cash (if the receipt is documented). We shall see.

That’s where I’m at. Overall it’s annoying since I have to pause the vehicle from the platform to get an estimate. I imagine I’d have to pause it again for the repair.

Check back soon for Part 2.

Questions or comments? Get in touch.

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