Consumer loan FAQs (auto, credit card, other) for those who sustained losses in the fires

  • My vehicle was destroyed in the fire - what do I do next?
    • Contact your insurance company to begin the claims process.
    • To arrange payoff of your loan with RCU, call us at (707) 545-4000 or 1 (800) 479-7928. (If your loan was with another lender, please contact them directly.)
    • If you need to find another vehicle, RCU Auto Services can assist with both new and used vehicles. Visit www.rcuauto.com or call 1 (877) 545-0800.
  • What if my insurance coverage isn’t enough to cover my auto/RV loan payoff?
    • Contact RCU’s Financial Assistance team at (707) 576-5294 for repayment options.
  • Is it OK if I live in a trailer (RV) while my house is being rebuilt?
    • Yes, you will need a permit – please contact your city or county permit department.
  • I need a payoff letter for my vehicle loan sent to my insurance company – how do I get that?
    • Call us at (707) 545-4000, or 1 (800) 479-7928, option 3, then 6 to obtain a loan payoff letter.
  • What if I didn’t have GAP - will I have to pay the difference?
    • You will need to pay the balance of the loan if you did not have GAP coverage. Please contact our Financial Assistance team at (707) 576-5294 if you need assistance.
  • What if the insurance company has not processed my claim yet but I need a car now?
    • We recommend checking with your insurance company for rental or other options.
    • RCU is offering short-term zero-interest loans to fire victims to assist with immediate needs (this could help cover immediate transportation expenses). Please call us at (707) 545-4000, or 1 (800) 479-7928.
  • My insurance claim was denied; I don’t have any money to put down as down payment.
    • Please contact our financial assistance team to review your options.
  • Should I pay off the loan now and wait for the insurance check to repay myself?
    • You can continue to make payments until you receive the insurance check, or
    • If you have the means to pay off your loan before you receive insurance funds, you can.
  • Should I stop making payments?
    • No – please continue to make payments. If fire-related financial challenges are affecting your ability to make your payments, please contact RCU’s Financial Assistance team at (707) 576-5294.
  • How long do I have to pay off my loan if the auto was destroyed?
    • Your loan should be paid off or down by insurance proceeds as soon as they are received.  Any shortfall may be repaid over time, or potentially included in a new auto loan provided by RCU, subject to conditions.  Please contact our Financial Assistance team at (707) 576-5294 for options.
    • If you’re interested in purchasing a new auto, please call us at 1-800-479-7928.
  • I don’t know if I have GAP insurance on my car/truck/motorcycle – can you tell me if I did?
    • If your loan is with RCU, we can find this information for you. Please contact us at 1 (800) 479-7928.
  • My car was damaged/lost in the fire. Does my Mechanical Breakdown Policy (MBP) or GAP help me with that?
    • Please contact RCU Insurance Services at 1 (866) 477-4225 to learn more about your coverage.