Submit a claim in four steps

Contact us no later than 30 days after the date of loss, and get your Proof of Loss to us within 60 days. These deadlines matter: the policy says a claim reported late may be invalid and the right to benefits may be forfeited.

Telling your primary insurer is not the same as telling us, so please contact Carmaxx separately even if their claim is already open.

After. This coverage sits on top of your primary policy, so it responds once repairs are completed and the settlement under your primary policy is finalised, within the coverage period. That’s also why there’s nothing for us to pay if your primary insurer denies the claim.

It depends on your primary insurer’s settlement, the complexity of the file, and how quickly the documents come in. A file waiting on a missing document is by far the most common cause of delay, so the fastest thing you can do is send everything on the list below in one go. Once an acceptable Proof of Loss is with us, the policy provides for settlement as soon as practicable. Call us any time for a status update.

For every claim: your policy number, the completed claim form, a copy of the loss settlement from your primary insurer including the claim case number, a copy of your primary auto policy showing the vehicle’s coverage, and a written statement describing how the loss happened.

For a write-off, also: proof of ownership, your primary insurer’s vehicle evaluation report, the original bill of sale, and the MSRP and bill of sale for the replacement vehicle, plus the sales or leasing agreement, finance agreement and registration for it. For a repair claim involving OEM parts, the completed genuine parts form and the original parts invoices. Your adjuster will confirm exactly what your file needs.

Your primary insurer, not Carmaxx. Under the policy a total loss is a loss where the cost of repair exceeds the vehicle’s actual cash value as they determine it, or a theft where the vehicle isn’t recovered within 30 days. Our coverage responds after they have made that call.

No, but it affects what you receive. The policy settles against a replacement vehicle as it defines one — for the new vehicle plan, the same make and model with equivalent options. If you choose a vehicle worth less than that, the policy does not pay you the difference in cash or any other form. Anything above what the policy provides is your responsibility.

The wording carries a full list, and it’s worth reading before you need it. Some of the common ones: a claim denied by your primary insurer, negative equity, extended warranties and other insurance products, dealer fees, towing, aftermarket equipment added after purchase, and losses involving impaired driving or a criminal act. Commercially used vehicles, ride-share and rental vehicles, and vehicles ten years or older are outside the policy altogether.

It ends. The policy terminates on the date of the total loss giving rise to the claim, and once the insurer has met its obligations the coverage and limits are exhausted. Premium and fees are fully earned at that point, so no refund is issued. Your next vehicle needs its own policy — coverage doesn’t transfer to another vehicle or another person.