What is total loss claims support?
When your vehicle is declared a total loss, knowing what to do next can feel overwhelming. This page walks you through the entire process, from understanding what total loss means to what your insurance company will do, what Firefighters First will do, payout scenarios, GAP coverage and your vehicle title.
What does “total loss” mean?
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.
What do you need to do?
Contact us at 800.231.1626 or email loanservicereps@firefirstcu.org
Be ready to provide the following information:
- 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 and do not remove your vehicle from your insurance policy until Firefighters First has received and applied the insurance payment to your loan balance
What will your insurance company do?
Your insurance company will determine your vehicle’s value and settlement amount and provide any required documentation.
If your vehicle was in a collision, you will receive the following:
- Letter of Guarantee (includes settlement amount and title instructions).
- Market evaluation.
- Settlement breakdown.
If your vehicle was stolen, you will receive all of the items listed above along with a police report.
Some additional steps we recommend you take:
- 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.
What will Firefighters First do?
We will review your loan for GAP coverage and MBI warranty refunds, process cancellations and prorated refunds for any warranty or payment protection products, provide a signed Letter of Guarantee to your insurance company, and submit and track your GAP claim if applicable. All payments will be applied 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.
Payout scenarios.
| 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 we receive your insurance payment, 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. |
What to know about GAP coverage.
GAP does not cover interest accrued after the date of loss, CPI payments, warranty balances, late fees or missed and skipped payments. Refer to your GAP agreement for full details.
Your vehicle and title.
Total loss vehicles receive a salvage title, and 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. Once your loan is paid, paper titles are mailed to you or the insurance company within 10 business days, and electronic titles are released to the state, which will then mail your title to you. Make sure your address is up to date in Online Banking or by contacting us at 800.231.1626.