CLAIMS SERVICE

From the very first minute you work with MemberFirst, you’ll find our claims administrators do things a little differently than most businesses. They treat you with respect, friendliness, and understanding… always. Whether you’re a long-time member that’s made several claims, a new member that’s just purchased a Memberfirst product, or even someone that just needs information, you can count on getting the answers and assistance you’re looking for. It may not be what most companies would do – but it’s what we believe every member deserves.

 

WHAT TO EXPECT

Every claim is an important one. That’s the philosophy MemberFirst takes when it comes to our members. It doesn’t matter if your claim is for a flat tire or for a vehicle that has a blown engine – we want the matter resolved as quickly as possible with the least amount of stress to our member.

 

We want to get your vehicle back on the road as soon as possible, which is why we let you choose the repair facility and why your repairs are paid with a corporate credit card. You can count on MemberFirst to get your claim processed as soon as possible.

 

REACHING CUSTOMER SERVICE

If you currently do not have a MemberFirst product and have questions, please talk to your loan officer. For customer service for existing members please call either the Toll-Free numbers listed below.

 

Vehicle Service Contract Customer Support & Claims:
Toll-Free Number (877) 414-0134

Hours of Operation:
Monday-Friday 9 am-5 pm ET

 

Value Protection Package Customer Support & Claims:
Toll-Free Number (877) 902-8790

Hours of Operation:
Monday-Friday 9 am-5 pm ET

 

Guaranteed Asset Protection (GAP) Customer Support & Claims:
Toll-Free Number (877) 902-8790

Hours of Operation:
Monday-Friday 9 am-5 pm ET

 

Tire & Wheel Customer Support & Claims:
Toll-Free Support Number (877) 902-8790
Toll-Free Claim Number (800) 451-0459

Hours of Operation:
Monday-Friday 9 am-5 pm ET

 

REPAIR LOCATIONS

When it comes to your MemberFirst product, you can take your vehicle to any licensed repair facility you choose. It can be the dealer, a national or regional auto chain, or a local mechanic.

 

Because the MemberFirst claims administrator has been in business for so long, they already have established relationships with thousands of dealerships and repair facilities across the country. Your repair facility does not have to be one of these in order to take your vehicle there for repairs. We just find that some members like the added peace of mind of knowing that their repair facility has already worked with the claims administrator. Please contact the claims administrators for more information.

 

HANDLING CLAIMS

When it comes to your MemberFirst product, MemberFirst lets you use the repair facility of your choice (dealer, national chain, local mechanic) and pays your claim quickly and efficiently over the phone via a corporate credit card. In fact, thousands of car dealers and repair facilities do business with our claims administrator.

 

Simply present your MemberFirst contract to the repair facility of your choice, who in turn will contact the claims department. You simply pay your deductible (if any). There is no paperwork, no need to lay out any money on covered claims. Please follow the steps outlined below to make the claims process as smooth and efficient as possible.

 

WHAT TO DO IF YOUR VEHICLE SUSTAINS A MECHANICAL BREAKDOWN

  1. Take immediate action to prevent further damage to your vehicle. Any damage resulting from continued operation of an impaired vehicle will constitute failure to protect your vehicle and may not be covered under the contract.
  2. Take your vehicle to the repair facility of your choice. Or, if your car cannot be driven, call for roadside assistance to tow your vehicle to the nearest repair facility.
  3. Ensure that any facility you choose is willing to perform repairs according to the terms and conditions of the contract. The administrator reserves the right to relocate your vehicle to a licensed repair facility of their choice if it is deemed necessary.
  4. Present your contract to the licensed repair facility. You may be required to present proof of all relevant maintenance as expressed under “MAINTENANCE AND RECORDS” section of your contract.
  5. Ensure that the licensed repair facility contacts the claims administrator for authorization and instructions before starting any teardown or repairs. Claims can be reached at the numbers listed above. Any work performed without prior authorization from the claims administrator could be denied.
  6. If emergency repairs are required after normal business hours, or on weekends or holidays, deliver your vehicle to a licensed repair facility and have the necessary repairs performed at a reasonable and customary charge. On the next business day, report the repairs to the claim’s administrator. The Administrator will determine the reimbursement eligibility in accordance with the terms and conditions of your contract.
  7. In all instances, if your repair is a covered repair, then you are required to pay the licensed repair facility the deductible amount reflected on the declarations page of your contract. In addition, you are also required to pay for anything not authorized by the claims administrator.

 

WHAT TO DO IF YOUR VEHICLE SUSTAINS A CONSTRUCTIVE TOTAL LOSS

When it comes to your MemberFirst Guaranteed Asset Protection (Gap) Contract, just follow the steps outlined in the “QUALIFYING LOSS PROCEDURES” section of your Guaranteed Asset Protection (Gap) Contract. The claims administrator will take it from there.

 

In the event of a Constructive Total Loss, you must notify the claims administrator of the loss within 60 days, and provide the following information to the claim’s administrator:

 

  1. A copy of the financing contract and a copy of your signed Gap addendum.
  2. A copy of the financing contract payment history and pay-off quote as of the date of loss.
  3. A legible copy of the police report, which must include confirmation of the collateral shown on your signed Gap addendum. If a police report is not available, and the cause of loss to collateral was NOT due to theft, fire, or vandalism, a signed and notarized brief description of the loss (including confirmation of the Collateral) will be acceptable.
  4. A copy of the settlement check, collateral valuation report, total loss breakdown, and declarations page, issued by your primary insurance carrier (provided primary insurance coverage is in effect on the date of loss).
  5. A copy of the bill of sale (aka buyer’s order, purchase agreement, etc.) as well as the manufacturer’s invoice (if the vehicle was purchased new), or a copy of the bookout sheet (if the vehicle was purchased used).
  6. Verification of any other refundable amounts.
  7. Any additional or reasonable documentation requested by the claims administrator. The administrator will not be able to obtain this information for you.

 

WHAT TO DO IF YOUR VEHICLE SUSTAINS A TIRE OR WHEEL BREAKDOWN

  1. Take immediate action to prevent further damage to your vehicle. Any damage resulting from continued operation of an impaired vehicle will constitute failure to protect your vehicle and may not be covered under the contract.
  2. Take your vehicle to the repair facility of your choice. Or, if your car cannot be driven, call for roadside assistance to tow your vehicle to the nearest repair facility.
  3. Ensure that any facility you choose is willing to perform repairs according to the terms and conditions of the contract. The administrator reserves the right to relocate your vehicle to a licensed repair facility of their choice if it is deemed necessary.
  4. Present your contract to the licensed repair facility. You may be required to present proof of all relevant maintenance as expressed under “MAINTENANCE AND RECORDS” section of your contract.
  5. Ensure that the licensed repair facility contacts the claims administrator for authorization and instructions before starting any teardown or repairs. Claims can be reached at the numbers listed above. Any work performed without prior authorization from the claim’s administrator could be denied.
  6. If emergency repairs are required after normal business hours, or on weekends or holidays, deliver your vehicle to a licensed repair facility and have the necessary repairs performed at a reasonable and customary charge. On the next business day, report the repairs to the claim’s administrator. The Administrator will determine the reimbursement eligibility in accordance with the terms and conditions of your contract.
  7. In all instances, if your repair is a covered repair, then you are required to pay the licensed repair facility the deductible amount reflected on the declarations page of your contract. In addition, you are also required to pay for anything not authorized by the claim’s administrator.

 

Privacy Statement
Our primary goal is to ensure that all information submitted by members remains confidential. Any personal information provided to MemberFirst or its administrators will be held in the strictest confidence and not be shared or sold to any third party unless required by law.

 

Have a question or concern
Please take time to read your contracts and keep them in a safe place. Should you have any questions or concerns, please call your loan officer. Know that your Credit Union and MemberFirst are there for you.