Help and Support

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.

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