Accident, Insurance and Claims Info

Answers to the most important questions you need to ask.

What to Do if You Are in an Accident

Nobody wants to be involved in a vehicle accident, but it happens.

Besides the physical or emotional trauma, it can be a difficult time for vehicle owners to manage all the details and ensure the process goes smoothly with insurance company, auto lender and repair shop.

“After being involved in an accident, our customers are overwhelmed, emotional and looking for some type of certainty, and need guidance on what happens going forward,” said a customer service spokesman for Santander Consumer USA.

Santander Consumer USA wants to help you stay on track with everything that needs to happen so you aren’t hit with complications that could damage you financially. Even after an accident you must keep current with your Santander Consumer USA account based on the terms of your contract.

Here are some important questions you should ask if you are involved in an accident:

Insurance and Claims FAQs

When should I contact my insurer to file a claim?

  • Please notify your insurance company immediately to report an accident and start the claim process, making sure to provide your insurer with your lienholder information.
  • After you have filed the claim with your insurance company, a decision will be made by that provider whether the vehicle is repairable or deemed a total loss.
  • Please provide us with the following information: full claim number, the adjuster’s name and the adjuster’s phone number.

What happens if my vehicle is a total loss?

  • If your insurance company deems the vehicle a total loss, they will contact Santander Consumer USA to obtain a payoff amount and request a Letter of Guarantee (LOG).
  • To assist in expediting your claim, Santander will need the following documents from your insurance company:
    • evaluation
    • settlement breakdown
    • police report or Cause of Loss (COL) report
  • Include the insurance claim number, Santander Consumer USA auto loan account number or VIN number on all documents.
  • These documents must be faxed to (214) 540-5553 or emailed to

Monthly vehicle payments must be kept up to date during this process. If a balance remains after all payments are made, you still will be responsible to pay off the loan agreement.

What happens if I have gap insurance?

If you have gap insurance, please contact your gap company as soon as possible and file a claim. Here are documents typically requested by gap insurance companies and who provides them:

  • Santander Consumer USA: finance contract, gap contract, warranty contract, vehicle bookout, payoff as of date of loss, copy of insurance check, payment history.
  • Insurance company: evaluation and settlement breakdown, police or Cause of Loss (COL) report, declaration page.
  • Customer: explanation of mileage and the police report or statement of loss if insurance company cannot provide it.

If you have questions about your gap coverage, please contact your gap provider to discuss. You also may contact Santander Consumer USA Service Department at (800) 215-6922.

What happens if I have a repair claim?

Your insurance company will issue a check payable to you and to Santander Consumer USA. When you receive this check, endorse the back of it including your account number, and mail it to:

Santander Consumer USA
Attn: Repairs
5201 Rufe Snow Drive, Suite 400
North Richland Hills, TX 76180

Upon receiving the repair check, Santander Consumer USA will contact your repair facility to assist them with processing your claim, and to request the necessary documents which are:

  • repair facility W9 (2011 version or newer)
  • insurance estimate
  • final detailed invoice of actual repairs completed (invoice must include full VIN number)

To expedite your claim please have your body shop email the documents above to or fax them to (214) 540-5692. Be sure to include your Santander Consumer USA account number on all documents.

Please have your body shop contact Santander Consumer USA at (800) 215-6922 so that we can go over important information regarding your repair claim.

What else do I need to know about a repair claim?

  • All repairs must be performed by a licensed repair facility.
  • Once all documents are received and approved by Santander Consumer USA, a payment will be sent to your repair facility (not exceeding the original insurance check amount).
  • Payments for insurance repair claims cannot be applied to payments or any fees on your Santander Consumer USA account.
  • If repairs are not completed, the insurance repair payment will be applied to the principal balance of your account. This does not apply to lease accounts.

What if I have an extended warranty or other ancillary product?

If you purchased any additional products along with your Santander Consumer USA contract, please contact your service provider and/or dealership to cancel.

Those ancillary products may include:

  • extended warranty
  • credit life
  • credit disability
  • maintenance program
  • tire and wheel
Help and Support

Help and Support

If you need further assistance or have questions at any time during your insurance claim process, please contact us at (800) 215-6922.