What to do when a CarMax Auto Finance account holder dies
Contact CarMax Auto Finance — 7-step process, 3 required documents, and carmax auto finance does not publish a fixed timeline for updating a deceased borrower's account. payoff amounts and payoff letters are provided on request through customer service or the online account. in states that use an electronic lien and title (elt) process, the title can take up to 60 days to be issued by the dmv after the loan is paid in full.
CarMax Auto Finance Customer Service
Phone1-800-925-3612
Fax1-770-423-4376
Mailing Address
Correspondence and estate documents (death certificate, executor/estate documents): CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160. Monthly payments: CarMax Auto Finance, P.O. Box 6045, Carol Stream, IL 60197-6045. Final payoff (U.S. mail): CarMax Auto Finance, Attn: Payoff Department, P.O. Box 440609, Kennesaw, GA 30160-0511. Final payoff (express/overnight): CarMax Auto Finance, Attn: Payoff Department, 225 Chastain Meadows Court Suite 210, Kennesaw, GA 30144.
WebsiteLearn more→
CarMax Auto Finance Customer Service
Phone1-800-925-3612
Fax1-770-423-4376
Mailing Address
Correspondence and estate documents (death certificate, executor/estate documents): CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160. Monthly payments: CarMax Auto Finance, P.O. Box 6045, Carol Stream, IL 60197-6045. Final payoff (U.S. mail): CarMax Auto Finance, Attn: Payoff Department, P.O. Box 440609, Kennesaw, GA 30160-0511. Final payoff (express/overnight): CarMax Auto Finance, Attn: Payoff Department, 225 Chastain Meadows Court Suite 210, Kennesaw, GA 30144.
WebsiteLearn more→
CarMax Auto Finance Customer Service (Deceased Borrower)
Phone1-800-925-3612
Fax1-770-423-4376
Mailing Address
CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160
Verified Jul 2026
When a CarMax Auto Finance account holder passes away, the next step depends on how the auto loans were set up. Accounts with beneficiary designations or trust ownership transfer outside of probate. Accounts titled solely in the deceased's name require the estate's legal representative to work with CarMax Auto Finance's CarMax Auto Finance Customer Service (Deceased Borrower) (1-800-925-3612) to access and distribute the funds.
Before contacting CarMax Auto Finance, have the account holder's full name, date of birth, and any available account numbers ready. A certified death certificate is required to initiate the claim.
Death claim process
Here is the step-by-step death claim process at CarMax Auto Finance:
Filing a claim
1
Notify CarMax Auto Finance that the borrower has died by calling the customer service department at 1-800-925-3612 (Monday-Friday 8 a.m.-10 p.m., Saturday 9 a.m.-6 p.m. ET).
2
Send CarMax Auto Finance a written notice with the documents that establish the death and the estate's authority:
- A copy of the death certificate
- Documentation of the executor or personal representative of the estate, if there is a probate estate (for example, Letters Testamentary or Letters of Administration from the probate court)
- The CarMax Auto Finance account number, so the documents can be matched to the account
3
Mail the notice and documents to CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160.
4
Keep the account current while the estate is being settled. The loan is a simple-interest debt that continues to accrue finance charges; missed payments can lead to repossession of the financed vehicle. Send monthly payments to CarMax Auto Finance, P.O. Box 6045, Carol Stream, IL 60197-6045, or pay online at carmaxautofinance.com or through the CarMax app.
5
Request the payoff amount and choose how to resolve the account:
- Request an up-to-date payoff amount or a payoff letter by signing in at carmaxautofinance.com or calling 1-800-925-3612
- Pay off the balance from estate funds, life insurance, or the proceeds of a sale; once the final payment posts, CarMax Auto Finance releases its lien so the vehicle can be retitled through the estate (in electronic lien and title states, allow up to 60 days for the DMV to issue the title)
- An heir who wants to keep the vehicle can refinance the balance with another lender in their own name and use that loan to pay off CarMax Auto Finance; CarMax Auto Finance does not itself offer refinancing, and there is no penalty for paying off the account early
- Sell the vehicle and use the proceeds to pay off the balance
- Surrender the vehicle to CarMax Auto Finance if the estate does not intend to keep it; any remaining balance after the vehicle is sold is a debt of the estate
6
Send final payoffs by U.S. mail to CarMax Auto Finance, Attn: Payoff Department, P.O. Box 440609, Kennesaw, GA 30160-0511, or by express/overnight delivery to CarMax Auto Finance, Attn: Payoff Department, 225 Chastain Meadows Court Suite 210, Kennesaw, GA 30144.
7
Review the original retail installment contract for any optional protection product, such as Guaranteed Asset Protection (GAP), purchased when the vehicle was financed. If the vehicle is a total loss, CarMax Auto Finance asks that you call 1-800-925-3612 to discuss the situation.
Required Documents
- Copy of the death certificate
- Documentation of the executor or personal representative of the estate, if there is a probate estate (Letters Testamentary or Letters of Administration)
- The CarMax Auto Finance account number
Claims Contact
What to know at this institution
A CarMax Auto Finance account is a simple-interest retail installment auto loan, not a lease (CarMax does not lease to consumers) and not an asset — it carries no payable-on-death or beneficiary designation. The estate resolves the loan by paying it off, selling the vehicle, refinancing the balance with another lender, or surrendering the vehicle. Because CarMax Auto Finance holds a lien on the title, the lien is released only after the final payment posts, and the vehicle can then be retitled through the estate; only a buyer or co-buyer on the retail installment contract may appear on the title, so a co-buyer cannot be removed and a third party cannot be added. CarMax Auto Finance does not publish a dedicated deceased-customer claim form, so the survivor sends its own written notice with the death certificate and estate documents (user-drafted) to the Customer Service address in Kennesaw, GA. Any optional protection product such as GAP would be described in the original financing contract; confirm coverage by reviewing the contract or calling customer service.
Prepare your letter of instruction to CarMax Auto Finance
CarMax Auto Finance accepts a claimant-drafted letter of instruction. We draft it for you — addressed to CarMax Auto Finance's verified claims department, with the documents it requires enclosed.
Build your letter of instructionExpected timelines at CarMax Auto Finance: CarMax Auto Finance does not publish a fixed timeline for updating a deceased borrower's account. Payoff amounts and payoff letters are provided on request through customer service or the online account. In states that use an electronic lien and title (ELT) process, the title can take up to 60 days to be issued by the DMV after the loan is paid in full. Delays are almost always caused by incomplete paperwork—gathering all required documents before filing the initial claim helps avoid back-and-forth.
CarMax Auto Finance requires Copy of the death certificate, Documentation of the executor or personal representative of the estate, if there is a probate estate (Letters Testamentary or Letters of Administration), and The CarMax Auto Finance account number to process a death claim. Certified copies are typically needed—photocopies are generally not accepted for death certificates or court documents.
Frequently asked questions
A CarMax Auto Finance account is a simple-interest retail installment auto loan. It is a debt secured by the vehicle, and it does not disappear on death; it becomes an obligation of the estate. Notify CarMax Auto Finance at 1-800-925-3612 and mail a copy of the death certificate and any executor or personal-representative documentation to CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160. The estate resolves the loan by paying it off, selling the vehicle, refinancing the balance with another lender, or surrendering the vehicle.
No. An auto loan is a debt, not an asset, so there is no payable-on-death or beneficiary designation. When the borrower dies, the obligation becomes part of the estate. The estate settles the balance by paying it off, selling the vehicle to satisfy the loan, refinancing with another lender, or surrendering the vehicle to CarMax Auto Finance.
Mail a copy of the death certificate and any executor or personal-representative documentation, such as Letters Testamentary or Letters of Administration, to CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160. Include the CarMax Auto Finance account number so the documents can be matched to the account. You can also call customer service at 1-800-925-3612 with questions.
Call CarMax Auto Finance customer service at 1-800-925-3612, Monday through Friday 8 a.m. to 10 p.m. and Saturday 9 a.m. to 6 p.m. ET. You can also fax correspondence to 1-770-423-4376. Mail the death certificate and estate documents to CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160, and include the account number.
CarMax Auto Finance's CarMax Auto Finance Customer Service (Deceased Borrower) can be reached by phone at 1-800-925-3612 and fax at 1-770-423-4376 for questions throughout the claims process.
Sources
Data sourced from CarMax Auto Finance primary sources (2 pages reviewed). How we research.
CarMax Auto Finance Customer Service
Phone1-800-925-3612
Fax1-770-423-4376
Mailing Address
Correspondence and estate documents (death certificate, executor/estate documents): CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160. Monthly payments: CarMax Auto Finance, P.O. Box 6045, Carol Stream, IL 60197-6045. Final payoff (U.S. mail): CarMax Auto Finance, Attn: Payoff Department, P.O. Box 440609, Kennesaw, GA 30160-0511. Final payoff (express/overnight): CarMax Auto Finance, Attn: Payoff Department, 225 Chastain Meadows Court Suite 210, Kennesaw, GA 30144.
WebsiteLearn more→
CarMax Auto Finance Customer Service
Phone1-800-925-3612
Fax1-770-423-4376
Mailing Address
Correspondence and estate documents (death certificate, executor/estate documents): CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160. Monthly payments: CarMax Auto Finance, P.O. Box 6045, Carol Stream, IL 60197-6045. Final payoff (U.S. mail): CarMax Auto Finance, Attn: Payoff Department, P.O. Box 440609, Kennesaw, GA 30160-0511. Final payoff (express/overnight): CarMax Auto Finance, Attn: Payoff Department, 225 Chastain Meadows Court Suite 210, Kennesaw, GA 30144.
WebsiteLearn more→
CarMax Auto Finance Customer Service (Deceased Borrower)
Phone1-800-925-3612
Fax1-770-423-4376
Mailing Address
CarMax Auto Finance, Attn: Customer Service, P.O. Box 440609, Kennesaw, GA 30160
Verified Jul 2026
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