TOTAL LOSS CLAIMS A responsible driver s guide

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1 PEMCO Claims TOTAL LOSS CLAIMS A responsible driver s guide

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3 UNDERSTANDING TOTAL LOSSES When insurance companies use the term total loss, it usually means that costs to repair your vehicle would exceed its market value after repairs were made (minus your wrecked car s value if sold for salvage). Definitions of what constitutes a total loss vary slightly from state to state. What to expect if your vehicle has been totaled We ll assign your claim to our total loss team. Team members know the special process these claims require and will make sure your claim is settled quickly and fairly. A total loss specialist will contact you within one working day of receiving your claim. Step 1. The total loss team will develop an accurate valuation of your vehicle so we can agree on a fair market value. (See Establishing a fair market value for a total loss vehicle. ) Step 2. Once we ve agreed on a fair market value for your vehicle, we ll exchange paperwork required by the Department of Licensing. (See Exchanging the title of your totaled vehicle. ) Step 3. After we ve exchanged paperwork, PEMCO will send you or your lender a check to settle the total loss. Step 4. We ll send the vehicle to a salvage yard for disposal. If you want to keep your vehicle, let us know. We ll walk you through the process (called retained salvage ) to keep the damaged car. Our total loss team is always available to answer your questions. You re welcome to call directly, , or call GO-PEMCO and ask for the total loss team.

4 Establishing a fair market value for total loss vehicles PEMCO usually uses an independent company to help establish the actual cash value of your vehicle based on its year, make, model, mileage, condition, and options. We ll also consider additional valid information to help determine the actual cash value of your vehicle. We then add sales tax (when applicable), unused license tab fees, and title transfer fees to come up with the fair market value of your vehicle. We ll make an offer to you based on that value. The process usually takes no longer than five business days, unless your car is particularly unique or rare. Sometimes, the value of your car may be less than what you owe on your loan. If you don t have an auto loan endorsement on your policy, PEMCO will pay your lienholder and you ll be responsible for the remaining balance of your loan. We ll provide valuation information needed for loan gap insurance if you have this coverage elsewhere. See Exchanging the title of your totaled vehicle for more details. Loss of use/rental vehicle If you re a PEMCO customer and have rental coverage, we ll pay up to the coverage limit for a rental vehicle for you to use. Coverage applies from the time your vehicle became unusable until we make a settlement offer on it. In addition, PEMCO will either pay you the cost of five extra days of rental coverage or authorize five more days of a rental to give you time to replace your car. If you didn t select rental coverage on your policy, we re unable to pay for a rental vehicle. If you re using your PEMCO uninsured motorist coverage or you re not insured with PEMCO but PEMCO is paying for your total loss, we ll pay for the cost of a rental from the time your vehicle became unusable until we make an offer on your total loss. We may be able to extend payments an additional day or two while you replace your damaged car.

5 Storage, towing, moving your vehicle, and your personal property If you don t plan to keep your damaged vehicle, we ll ask your permission to move it to a secure salvage yard where it will be stored at no charge. You ll want to make sure all personal property is removed from the vehicle and all keys are released with it. We ll pay for towing. PEMCO also may pay to have your vehicle towed to your home (or a nearby shop of your choice) if you decide to keep your damaged vehicle. You ll be responsible for storage charges that accrue if you refuse permission to remove the vehicle.

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7 Exchanging the title of your totaled vehicle When we settle your total loss claim, we essentially buy your vehicle from you. As with the sale or transfer of any vehicle, the title must be exchanged and recorded with the Department of Licensing. The title sign-off process and paperwork varies depending on your situation, and we ll guide you through the steps and help you get the forms you need. Here are three common scenarios: 1. You own the car outright and have the title. Forms to sign and return to us: Title, signed by all registered owners. Odometer statement, signed by one registered owner (in certain situations, if the car is less than 10 years old). We ll let you know if you need to complete this form. 2. You own the car outright and have lost the title. Forms to sign and return to us: Affidavit of Lost Title/Release of Interest, signed by all registered owners. If the car was stolen and hasn t been recovered or is registered outside Washington, the form must be notarized. (Notarization isn t needed for cars registered in Washington.) Odometer statement, signed by one registered owner (in certain situations, if the car is less than 10 years old). We ll let you know if you need to complete this form. 3. You re making payments on the totaled vehicle and the lienholder has the title. Forms to sign and return to us: Release of Interest, signed by all registered owners, for cars in Washington. If the car was stolen and hasn t been recovered or is registered outside Washington, the form must be notarized. (Notarization isn t needed for cars registered in Washington.) Authorization to Accept Funds and Deliver Title Documents, signed by one registered owner. If you re making payments on a lease or loan, the proceeds from your claim will be paid directly to your finance company (the lienholder on your vehicle). Any money left over after the loan is paid off will be sent to you. If you have questions or need help, contact the total loss team directly at or call PEMCO at GO-PEMCO and ask for the total loss team.

8 1 8oo GO PEMCO (1 8oo ) pemco.com PEMCO Mutual Insurance Company 325 Eastlake Avenue East Seattle, Washington PEMCO Insurance Rev. 03/2014