Total Loss Claims

Navigate Your Total Loss Claim

A vehicle is considered a total loss when:

  • It cannot be safely repaired
  • The cost to repair is higher than the vehicle’s value
  • The damage meets your state’s total loss threshold
  • Contact us at 800.231.1626 or email loanservicereps@firefirstcu.org
  • Be ready to provide:
    • Your insurance company name
    • Your claim number and adjuster contact information
    • Authorization to share loan details with your insurance company
  • Continue making on-time loan payments
  • Do not remove your vehicle from your insurance policy until Firefighters First has received and applied the insurance payment to your loan balance

Your insurance company will:

  • Determine your vehicle’s value and settlement amount
  • Provide required documentation

If your vehicle was in a collision, you will receive:

  • Letter of Guarantee (includes settlement amount and title instructions)
  • Market evaluation
  • Settlement breakdown

If your vehicle was stolen, you will receive:

  • All items listed above
  • Police report

Additional steps:

  • You may negotiate the settlement amount if you disagree
  • Let us know if you plan to negotiate to help avoid delays
  • Your insurance company will send us the Letter of Guarantee
  • The insurance company will request the vehicle title from the credit union

We will:

  • Review your loan for GAP coverage and MBI warranty refunds (if applicable)
  • Process cancellations and prorated refunds for warranty or payment protection products
  • Provide the signed Letter of Guarantee to your insurance company
  • Submit and track your GAP claim (if applicable)
  • Apply all payments to your loan balance

If funds remain after payoff:

  • They will be deposited into your Firefighters First savings account
  • If your membership is closed, a check will be mailed to the address on file
Scenario What happens next
Insurance pays your loan in full Insurance sends payment directly to Firefighters First. We apply it to your loan balance. Any remaining funds are returned to you. Warranty refunds may take up to 6 weeks.
Insurance + GAP coverage Insurance pays first. Once the insurance payment is received, we process your GAP claim. Both payments are applied to your loan balance. Any remaining funds are returned to you. Note: GAP may not cover the full balance.
Insurance pays, no GAP coverage Insurance sends payment to us. We apply it to your loan balance. You are responsible for any remaining balance. You can pay the balance in full or contact us to discuss moving the balance to a personal loan.
Vehicle has Collateral Protection Insurance (CPI) The claim is processed similarly to a standard insurance claim. Contact SWBC at 800.550.9069. SWBC will coordinate with Firefighters First to complete the process.
Vehicle is not declared a total loss Your insurance company confirms the vehicle can be repaired and provides a repair estimate. If a check is issued to both you and Firefighters First, a repair estimate or work order will be required.

GAP does not cover:

  • Interest accrued after the date of loss
  • CPI payments
  • Warranty balances
  • Late fees
  • Missed or skipped payments

Refer to your GAP agreement for full details.

  • Total loss vehicles receive a salvage title
  • We release the title after receiving the Letter of Guarantee

If you choose to keep the vehicle:

Your loan must be paid in full since a loan cannot remain active on a salvaged title.

After your loan is paid:

  • Paper titles are mailed to you or the insurance company within 10 business days
  • Electronic titles are released to the state, which will mail your title to you

Make sure your address is up to date in Online Banking or by contacting us at 800.231.1626.