You open your Bouncie app and see your Jeep Wrangler was doing 45mph in the middle of a designated state forest trail, miles from pavement. When the guest returns, the suspension is rattling like a tin can, but Turo’s claims bot denies your request because you “cannot prove the damage occurred specifically during the off-road portion.” Now you are holding a $3,200 repair bill for a control arm that snapped on what the guest claims was “just a pothole.”
Key Takeaways
- GPS is Not Enough: Turo often rejects claims based solely on GPS data; they require physical photos of the car off-road or an admission from the guest.
- The “Prohibited Use” Catch: While off-roading is a “Prohibited Use,” Turo’s protection plan only covers damage if you can link it causally.
- Undercarriage Photos are Mandatory: If you don’t have pre-trip photos of the underbody, you lose.
- The 2026 Claims Bot: Initial denials are automated. You must escalate to a human adjuster immediately.
The “Why”: The “Causal Link” Trap
The specific clause that kills these claims is the “Causal Link Requirement.”
Turo’s Terms of Service state that while off-roading is a violation, you are not automatically reimbursed for mechanical damage just because the guest went off-road. You must prove the off-roading caused the damage. In 2026, the AI claims adjusters are programmed to classify suspension issues as “Wear and Tear” (excluded) unless you have visual proof of impact.
The Investigation: I Tested the “Proof” Threshold
I analyzed three recent denial cases and spoke with a former claims adjuster for a major peer-to-peer platform.
- Case A (GPS Only): The host submitted GPS logs showing the car in the desert. Result: Denied. Turo argued the car could have been parked there, or driven slowly.
- Case B (The Confession): The host messaged the guest: “Hey, hope you enjoyed the trail! How did the car handle the mud?” The guest replied, “It was great, handled the bumps well.” Result: Approved. The guest admitted to the prohibited use.
- Case C (The Mud Evidence): The host took post-trip photos of mud caked inside the wheel wells and on the roof. Result: Approved, but only for cleaning, not the suspension, until a mechanic verified impact damage.
Comparison: Who Pays for Stupid Guests?
| Protection Level | Off-Roading Coverage | Deductible | The Reality |
| Turo 60 Plan | Conditional | $0 | Highest chance of payout, but takes 40% of your income. |
| Turo 75 Plan | Conditional | $250 | Standard. You will fight for weeks to prove it wasn’t “wear and tear.” |
| Turo 90 Plan | Conditional | $2,500 | Risky. The deductible is often higher than the suspension repair. |
| Private Commercial (Lula) | NO | $1,000+ | Most commercial policies strictly exclude off-roading. You are on your own here. |
[IMAGE: Screenshot of Turo support chat log showing the specific language needed to escalate a claim to a human supervisor]
Step-by-Step Action Plan
- Bait the Admission: Before filing the claim, message the guest casually. “Saw you went out to [Location], hope the car handled the terrain okay?” Screenshot the reply.
- Get the “Impact” Statement: Have your mechanic write “Damage consistent with severe undercarriage impact, not normal wear” on the invoice. Do not let them write “worn suspension.”
- Photo the Wheel Wells: Immediately photograph mud, grass, or sand packed into the chassis. This proves the environment.
- Escalate to “Executive Support”: If the AI bot denies you, reply with “I am formally disputing this decision based on material evidence of Prohibited Use violating the Terms of Service.”
FAQ
Does my personal Geico policy cover off-roading?
Absolutely not. Almost every personal policy excludes “off-road use” and “racing/stunting,” regardless of Turo status.
Can I charge the guest for cleaning the mud?
Yes, but you need an invoice. Turo cracked down on cleaning fees in 2025. You can’t just claim $150; you need a receipt from a detailer showing “severe mud removal.”
What if the guest disconnected the GPS?
If your hardwired tracker goes dark during the trip, report the vehicle as “potentially stolen” or “at risk” to Turo Trust & Safety immediately.