How Can We Help You?



How do I start a claim?

Login to our secure Lender portal to search by VIN. If a claim has not yet been started, you will be presented with the opportunity to “Add Claim”. If a claim has been started, you will be presented with the opportunity to “Edit Claim”. Either way, until all required information and documents have been received you will be able to add data and documents to the claim.

Why does the vehicle/contract I am looking up show “another lender on record”?

Contracts/Vehicles can have claims started by consumers. When starting a claim, the consumers are prompted to identify their lender. Sometimes, a consumer may mistakenly select an incorrect lender. If you believe this situation has occurred, please contact us 1-800-722-4603 so we can take the appropriate steps to both verify and change the lender on record, if appropriate.

How do I register on the Lender portal?

We will be happy to set you up so you are able to create claims, update claims or check the status of claims.
Click here to register with your following information: First Name, Last Name, lender provided email address, phone number, and lender you represent.
Please allow us 24 hours to send you an email with your login information.

Can multiple users from my department have access to Lender portal?

Yes, multiple users can have access; however, each user’s access is unique. Each user must request access separately.

What should you do if you see multiple active GAP Agreements for a VIN?

When you search for a VIN, you may see multiple GAP Agreements associated with the VIN. Should this occur, please use the following information to identify the correct GAP Agreement: Sale Date, Contract Number, and Customer Name. If you are still unsure, please contact us at 1-800-722-4603.

Who can view details of my claim?

Once a claim has been assigned to a specific lender, the submitted claim information can only be viewed by the consumer, the JM&A analyst(s) and the lender. Lenders cannot view documents already uploaded to the portal. Claim information cannot be viewed by other lenders.

What do I need to start a claim?

Ideally, you should have the documents listed in required documents to start a claim. Additionally, you will need the following:

  • APR
  • Total No. of Payments
  • Total Finance or Adj. Net Cap Cost Amount
  • First Loan or Second Lease Pmt. Date
  • Scheduled Payment (Prior to Taxes for Lease)
  • Payoff as of Date of Loss




Contact Information

If you have any further questions, call us at 1-800-722-4603.