No host ever wants to wake up to a 2:00 AM phone call from a guest or a notification that their vehicle’s built-in GPS has detected a "severe impact event." However, when you operate a car-sharing business, you are essentially a small-scale rental agency. Accidents, fender benders, and police interactions are part of the landscape.

When the worst happens, your adrenaline will spike. The key to protecting your assets—and your sanity—is having a clear, clinical process to follow. How you handle the first sixty minutes after an accident will determine whether you get a full insurance payout or end up fighting a losing battle with claims adjusters.

The Immediate Response: The First Hour

If a guest calls to report an accident, the first thing to do is take a breath. Your tone sets the stage for everything that follows. If you panic or become accusatory, the guest might stop communicating, which makes gathering evidence nearly impossible.

1. Check for Injuries Ask clearly: "Is everyone okay? Does anyone need an ambulance?" This isn't just about being a decent person; it’s a vital part of the documentation. If there are injuries, the police must be involved, and medical reports will become part of the claim file.

2. Direct the Guest to Call the Police In some minor fender benders on private property, police may refuse to come out. Nevertheless, tell the guest to try. A formal police report is the strongest piece of evidence you can have. It provides an objective third-party account of what happened, who was at fault, and the extent of the damage. If the police won't come, have the guest go to the nearest station to file a "desk report."

3. Collect the "Big Three" Documents Instruct your guest to take clear, focused photos of:

  • The other driver’s license.
  • The other driver’s insurance card.
  • The police incident card or report number.

Dealing with the Police

Sometimes, the call doesn't come from the guest; it comes from an officer. This usually happens if the car was abandoned, involved in a crime, or the guest was arrested (for example, a DUI).

The Incident Information Card Every car in your fleet should have the Turo Incident Information Card in the glovebox. This document explains to law enforcement that the car is being legally shared on a peer-to-peer platform. It clarifies that while the car is registered to you, the primary insurance coverage during the trip is provided by Turo (via Travelers).

If Your Car is Impounded If the police tow your car to an impound lot, time is your enemy. Storage fees rack up daily—often $50 to $100 every 24 hours.

  • Move fast: Get the release paperwork immediately. You will likely need to show proof of ownership (title or registration) and your ID.
  • Reimbursement: Turo will generally reimburse impound fees if the tow was due to guest negligence (like an arrest or illegal parking), but you usually have to pay the lot upfront to get the car out. Keep every receipt.

The Documentation Phase: Evidence is Everything

Turo’s claims process is entirely evidence-based. If you cannot prove the damage happened during the trip, they will not pay. This is why your pre-trip and post-trip photos are the most important part of your job.

The Comparison Test An adjuster will look at your pre-trip photos and compare them to the accident photos. If your pre-trip photos are blurry, old, or taken in the dark, the claim will be denied.

  • Pro Tip: Always take photos of the dashboard to show the mileage and fuel level at the start and end of every trip. If an accident occurs, this proves the car was "on the clock."

The Internal Investigation Ask the guest for a written description of what happened via the Turo app. Keep all communication inside the app. If they admit fault—"I misjudged the turn and hit a pole"—that is a "smoking gun" that makes your claim much easier to process.

Once the guest is safe and the car is secured, you have 24 hours to report the damage to Turo. Do not miss this window.

Choosing Your Path Turo gives you two options:

  1. Resolve Directly with the Guest: If the damage is minor (under $1,000) and the guest is cooperative, you can settle with them privately. This avoids Turo’s deductible and keeps the "accident" off the car's permanent history (like Carfax).
  2. File a Claim with Turo: For major accidents, this is the only way to go. You will pay the deductible associated with your protection plan (e.g., $250 on the 75 plan, or $2,500 on the 90 plan), and Turo will handle the rest.

The Supplement Game Turo’s initial estimate is almost always too low. They use a service called Snapsheet that estimates damage based on photos. Once your car is at a real body shop, the mechanic will likely find "hidden damage" behind the bumper. Your shop will then file a supplement with Turo to get the extra money needed for a proper repair.

Final Checklist for Accidents

If you get that call today, here is your play-by-play:

  1. Verify safety and call for medical help if needed.
  2. Instruct the guest to call the police and get a report number.
  3. Get photos of the other driver’s license and insurance.
  4. Get photos of the scene and all vehicles involved.
  5. Report the damage to Turo within 24 hours.
  6. Move the car to a secure location (or your preferred shop) as soon as possible.

Frequently Asked Questions

Q1: What happens if the guest was doing something illegal during the accident?

Turo's protection plans generally remain in effect as long as the guest didn't violate the Terms of Service. If they were street racing or driving under the influence, Turo may seek to recover costs from the guest directly. As long as your vehicle was in safe working condition and you followed all hosting rules, your coverage should still apply.

Q2: Should I call my personal insurance company after an accident?

Generally, no. Most personal policies exclude car-sharing. Telling your personal insurer about a Turo accident could lead to them dropping your coverage. You should rely on the Turo protection plan and the liability coverage provided during the trip.

Q3: Can I choose my own body shop for repairs?

Yes, you have the right to choose where your car is fixed. However, you should find a shop that is willing to work with Turo’s supplement process. Some shops find the digital-only estimating system frustrating, so it helps to find a partner who understands the platform.

Q4: Will Turo pay for a rental car for me while my car is being fixed?

Only if you are on the 60 protection plan. For hosts on the 75, 80, 85, or 90 plans, loss of hosting income and replacement transportation are not covered. This underscores the need for a dedicated emergency fund to cover your car payments during downtime.

Q5: What if the police tow my car and I can't get to the impound lot?

Try to find a local contact or a professional service to act on your behalf. If the car sits in impound, the fees can easily eclipse the value of the repair. If you are a remote host, having a local "runner" or a trusted mechanic who can retrieve vehicles is a business necessity.