Total360 Standard Claims Procedure: A Simple Step-by-Step Guide
Breakdowns happen, and when they do, Total360™ is here to help you get back on the road quickly and confidently.
To make the process as smooth as possible, it’s important to understand what happens when you file a claim and what information the repair facility must provide. Here is a link to easily start a claim directly on our website. Start a claim
1. Arriving at the Repair Facility
When you bring your vehicle to the nearest OEM dealership or licensed repair facility, the customer must authorize the shop to perform diagnostics or teardown only, not repairs yet.
This allows Total360 to review and approve the claim before any work proceeds properly.
2. What the Repair Facility Must Provide
For Total360 to process the claim, the repair facility needs to submit detailed information. This includes:
Estimate Information
- Last 8 digits of the VIN
- Current odometer/hour reading and ECM mileage
- Detailed technician notes explaining:
- The customer complaint
- Cause of failure
- Recommended corrective action
- A full part breakdown (part numbers, cost, quantity, fluids, shop supplies, taxes, fees)
- A labor breakdown with hours and labor rate
ECM Fault Code History Report
Before clearing codes, the repair shop must provide a full ECM fault code history that includes:
- Engine Serial Number (ESN) and VIN
- Recent timestamps
- First and last occurrences of active/inactive codes
Examples of acceptable ECM reports are listed in our standard claims procedure document.
Photos & Maintenance Records
- Pictures of failed components showing visible damage
- Maintenance records from the start of the agreement through today
3. Total360 Processes the Claim
Once all required information is received, Total360 adjudicates the claim.
Important timeline requirements:
- Total360 must authorize repairs before any work begins
- All diagnostic information must be submitted within 15 days of the claim start date
- The repair facility has 10 business days to complete repairs once authorization is issued
This ensures fairness, clarity, and rapid decision-making so the driver can get back on the road quickly.
4. After Repairs Are Completed
Before payment is issued, the repair facility must complete a road test and submit:
- Date of repair
- Last 8 digits of VIN
- Final odometer/hour and ECM readings
- Final parts and labor breakdown
- Warranty terms for parts & labor (e.g., 1-year/100K miles)
- Receipt for any non-covered charges
Once this information is received, Total360 sends a prompt payment directly to the repair facility.
Total360’s claims procedure is built for clarity, fairness, and fast turnaround. By ensuring that the repair facility provides accurate and complete information upfront, claims can be processed quickly — minimizing downtime and keeping trucks moving.
If you ever experience an issue, remember:
Total360 is at 888-806-9360 or claims@total360.co
