ComplaintsforDirect Auto Insurance Company

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A customer insured by ********************** auto hit and ran on my parked car. My claim was denied. I am looking for reimbursement of my deductible and cost of rental. They claimed the car that hit me was not the car on the policy when that is the policy number I was given. It takes 30 minutes for someone to answer the phone. And the reps are very unprofessional. I heard loud music in the background of the call.

  

  Business response

  07/10/2024

  Direct Auto has denied the Complainant's claim on the basis that the vehicle which struck his parked vehicle was not a vehicle insured by Direct Auto.  Accordingly, no coverage is available from Direct Auto for the Complainant's claim.   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was hit on 8/3/2023, Direct auto insurance took 9 months to take responsibility for the accident and repair my vehicle. Turned my vehicle over for tow to Direct Auto Insurance storage yard on May 3rd, 2023. I was told the vehicle would be ready around the end of the month. Three weeks later it was still in the storage lot with no work being done when I contacted them. Direct auto insurance hasn't contacted me at anytime during the process. Diamond collision on north ********** is the repair shop that's doing the work. The repair shop never informed me of the start of the repair or anytime during the repair to inform me if there were any additional repair or parts costs. On June 20th I was informed that my vehicle was repaired and ready for inspection and pickup. At that time I was told to bring the Insurance check my deductible and the Embetterment fee. I was never informed of such a fee and never approved of these fees through the process. I was informed of this fee after the work was completed, but i never gave approval for the added repairs/costs. I contacted Direct auto insurance and they haven't responded as to my complaint. The shop is pressuring me to pay the Embetterment fee and pick up the vehicle or they may start to start storage fees also. Direct auto insurance just informed me of the Supplemental estimate that they received from Diamond collision on June 24 for the repairs that have already been done, which I nor they approved. Direct auto insurance low-balled the initial estimate and relied on the shop to submit the Supplemental for further approval. Now they want me to pay for repairs the insurance company should be paying fore.

  

  Business response

  07/08/2024

  The Complainant has elected to file a formal Complaint with the ******************* of Insurance regarding the same matters raised in the Better Business Bureau Complaint.  In order to avoid inconsistency and duplication of efforts, Direct Auto can no longer address the matters raised by the Complainant in this forum.  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Direct Auto 6/20 in order to change my address and take off a vehicle on the policy and add a new one, I was surprised to hear that my policy was being cancelled. I had received no notice that my policy was being canceled until this call. The rep I spoke to ************************* ********************************************** said in order to reinstate the policy I needed to provide proof of change of address, and proof of prior insurance. I sent him those documents by e-mail by the following day on 6/21. I tried calling him many times on 6/21 to confirm, and at least 10 times 6/21-6/24. I was told he would call me back when he returned to work. He didn't get back to me until 330PM 6/24 wherein he told me that I needed to provide claims history information from a previous car insurance policy I had in 2021, and he said I had until 6PM the same day to get the information to him or my policy would be permanently canceled. This of course left me in a bind and I spent hours calling my previous insurance company, Bristol West - Security National, where I explained the same thing 10 different times to 10 different people until finally at around 6 PM past the deadline a rep told me she would send me the letter of experience with the information requested by Direct Auto underwriting to reinstate the policy. She said it would take 3-5 business days for it to be e-mailed to me, but it ended up coming to me the next morning on 6/25. I e-mailed this document to the rep I worked with at the brick and mortar Direct Auto business on ************* in ************, **: *********************** ********************************************** **** was helpful and understanding, he called underwriting this morning 6/25 to see if they could reinstate the policy since the information they requested finally came through, but they denied him and by extension me. I could have got this information a week ago when I first called Direct Auto and spoke to ******* the first time if he would have told me exactly what was needed. RIDICULOUS

  

  Business response

  07/08/2024

  Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders.  In short, it appears that the Complainant has filed his or her BBB Complaint against the wrong company.  Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of ******* (phone: ************ or email **************** at *********************************************************************.  In addition, Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was rear-ended last year end of August. I have contacted a local representative and the 800 number many times to finalize my accident claim and have not received a return call or an answer. Today I received a letter from Direct Auto saying they are not renewing my insurance because my license is suspended permanently. I called, my license is of course valid. The rep on the phone checked, then called her "back office" who said I will now need to track down an "abstract " from the dmv but she was not sure what an abstract is.

  

  Business response

  07/08/2024

  Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders.  In short, it appears that the Complainant has filed his or her BBB Complaint against the wrong company.  Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of ******* (phone: ************ or email **************** at *********************************************************************.  In addition, Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an accident with person who have DirectAuto Insurance company, **** police report available. I made several call with claim department to fix my car, Most of customer representative try to not solve my claims. They always tell me waiting statement from DirectAuto customer. If the is no statement available the claim will be cancel. I said like excuse me???????......I called directly with person have accident, the insurance company and he said the insurance company suppose to take care of it.......Why are they try to make excuse. look like they do not want pay to fix the car..........Please help to solve my claims.Thank you

  

  Business response

  07/08/2024

  Direct Auto is pleased to report that it has amicably resolved the Complainant's claim and has issued payment to the Complainant on July 1, 2024.  Direct Auto considers this matter resolved and requests that the Complainant express his satisfaction with our company's actions. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/19 I was in a terrible accident with my children I had full coverage auto insurance minus rental and road side the other driver had no insurance so I went thru mine I have been paying for full coverage since January my payments are automatic I've never missed a payment but my car insurance company is being unresponsive and seeming like a scam like they are stalling to find a reason to not cover my car they just picked my car up from the tow yard yesterday all kinda of fees have accrued which I'm liable for 3000 something of it 1000 for my deductible and ********************************************************************************** my mind I have full coverage that should be included but I also have my own aaa roadside that I could of called but they told me I should have called their tow yard to avoid fees but I have never received a paper copy of my insurance that provided that info I was emailed a electronic insurance card that was not very clear with a attachment that I originally did not notice so I never opened it just screen shotted the insurance card that was emailed but the info about the tow yard was not on there yet I'm respsonsible for storage fees then when they picked my car up yesterday originally it was supposed to go to a shop named car care but I been calling the shop and they still don't have it he says they took it somewhere else so at this point I'm not even sure where my car is or if it'll be fixed or what's going on I have yet to talk to an adjuster this whole situation is devastating and detrimental to my livi hood I cannot work or take my children to school without my car the whole situation is taking to long and partly because again I was never mailed my insurance card so was calling the wrong direct auto so they did receive the claim later but since they've had it nothings happened my car has been accruing storage fees at *********** towing and recovery and I have no car and no notice when it'll be fixed or replaced.

  

  Business response

  06/19/2024

  Direct Auto is pleased to report that it recently presented the Complainant with a revised settlement offer in which all storage fees have been waived.  Direct awaits the Complainant's response to this revised settlement offer and awaits receipt of the various signed settlement documents which need to be completed and returned to consummate the revised settlement.  

  Customer response

  06/25/2024

   
  Complaint: 21808519
  
  I am rejecting this response because: although the fees were waived this whole situation is taking to long of a process almost like direct auto is purposely taking long to settle this claim so I can forget and they can avoid paying out. They stated they are waiting for paperwork to be signed and sent back by the complainant (me I'm assuming or the finance company) to direct auto but direct auto has failed to send out any documents with the updated settlement amount when I called my finance company they said they are waiting on a check when I called direct auto they said they are waiting for documents to be sent back to them but they haven't emailed the papers out yet to be signed and that they will do so by end of today or tomorrow which is crazy because it should have been sent last week to me and the finance company but it wasn't and still hasn't  been sent out which is affecting my livelihood I'm paying for a car and car insurance I don't have and can't stop or get another car until this is settled I keep asking for corporates number ****** the supervisor tells me it's only her she doesn't have a supervisor.
  Sincerely,
  
  *************************

  

  Business response

  07/03/2024

  Direct Auto has been working with the Complainant and her Lienholder to accurately and properly complete and submit the paperwork required to pay her claim.  Unfortunately, the Lienholder sent a Letter of Guarantee reflecting an improper amount.  Direct Auto has contacted the Lienholder to correct this error and move this claim forward and has notified the Complainant of these efforts.  Once the proper paperwork is received by Direct Auto, payment will be promptly made to the Complainant.  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The insurance company insured a driver that hit me and damaged my car on 5/12. I immediately filed a claim with my company and had them file a claim with Direct Auto on 5/20. I sent them the police report and followed up regularly. They are extremely difficult to get ahold of with hold times over a half hour. Today after waiting 40 minutes, their representative hung up on me. They said they are still awaiting a statement from their insured and hung up when I asked what if they never get ahold of him. Its been 2 weeks and they have a police report where theyre insured admitting switching into my lane and hitting me. In looking at their ****** reviews, I see their behavior isnt new but I also see that they claim an A+ rating with BBB. I hope they can provide better services to those affected by their clients. I just want to fix my car and have them cover the costs since their client is 100% at fault

  

  Business response

  06/24/2024

  To date, Direct Auto has not received notice and cooperation from its insured and the driver of its insured's vehicle as required by the applicable policy of insurance and, accordingly, the complainant's claim is being handled under a strict reservation of rights.  Until Direct Auto receives notice and cooperation from its insured and the driver of its insured's vehicle, Direct Auto is unable to verify coverage and consider payment for this loss.  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This Hit and Run Accident happened on May 30, 2024, ***********, ********** Il, on I-290 W/*******************************. I was in the right lane on the left of the truck. There was a small opening between me and the truck. I black car squeezed between me and the truck making contact to my driver side starting from gas tank and rubbed my car all the way to the front bumper. I blew and the driver kept going. I pulled over and called the police. I was aided by Illinois State Trooper that stated, another driver saw accident and was able to get the information on the car that did the hit and run. I have a report # *********** My insurance company USAA gave me the name and number of the owner. See attachments. I called Direct Auto Insurance ************ # and was routed to the *************** at ************. They hung up on me 2 times and I called a total of 5 times.

  

  Business response

  06/11/2024

  Direct Auto is pleased to report that it is in the process of completing an Estimate of Repair for the damages to the Complainant's vehicle.  Given that this accident occurred less than two weeks ago, Direct shall process the Complainant's claim with due diligence and expediency and shall contact the Complainant at the next stage of the claims process.  

  Customer response

  07/08/2024

   
  Complaint: 21788808
  
  I am rejecting this response because:
  
  See Attachment. The Accident happened May 30, 2024 more than a month ago
  ***************************-Retired Status
  

  

  Business response

  07/17/2024

  Direct Auto is pleased to report that it has extended a settlement offer to the Complainant which she has accepted.  Direct Auto acknowledges receipt of the signed Property Damage Release form from the Complainant and shall promptly process payment of her claim.  Inasmuch as this matter has been resolved amicably, Direct Auto requests that the Complainant indicate her satisfaction with this outcome.  

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help. My issue with Direct Auto has been resolved t my satisfaction.
  
  ***************************-Retired Status

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim as a victim. Car was legally parked on a city street when it was hit by another insured driver. I have yet to hear from Direct regarding my claim. It's been two weeks. To be honest, judging by the volume of complaints to BBB regarding Direct Auto, it is clear that they pay you enough that you keep their A+ rating. As far as I am concerned, BBB is accessory before and after the fact to wire fraud, as you clearly continue to endorse this company.

  

  Business response

  06/11/2024

  Based on the limited information provided in the Complainant's complaint, Direct Auto is not able to identify this claim number corresponding to this loss.  In order to better assist in this matter, Direct Auto kindly requests that the Complainant provide additional information such as claim number, policy number, name of Direct Auto insured driver, and date and location of loss.

  Customer response

  06/12/2024

   
  Complaint: 21775150
  
  I am rejecting this response because: Here is the information requested by Direct Aito. Policy insured driver name, *******************************.  Policy number, **********. Claim number *********. Date and location of incident, May 13, 2024, *****, **. *********************** report number 24-4243. This, of course, is information that Direct Auto already has. I was assigned, via automated response, to claims adjuster *****************************, from whom I have yet to hear a word.

  This claim remains unresolved as of June 12, 2024. My vehicle was struck by another vehicle, while legally parked on a city street. ***** police report contains the at fault driver's information.

  
  Sincerely,
  
  *******************************

  

  Business response

  06/12/2024

  Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders.  The policy number, claim number and employee name provided by the Complainant do not match those of our Company.  In short, it appears that the Complainant has filed his BBB Complaint against the wrong company with a similar name.  Once again Direct Auto states, on information and belief, that the Complainant's complaint should be directed to Direct Auto Insurance in the State of ******* (phone: ************ or email **************** at *********************************************************************.

  Customer response

  06/13/2024

   
  Complaint: 21775150
  
  I am rejecting this response because: You, and the BBB, claim that you are not 
  Direct Auto Insurance, the brand name for direct-to-consumer auto insurance produced by Direct ************ ************ and National ************ Marketing, **** for its ********************** affiliates, **************
  Sincerely,
  
  *******************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident with a driver at fault is insured by Direct Auto. I have been trying for months to get in contact with a claims representative so that the remainder of my medical bills resulting from the accident can be paid out by Direct Auto insurance. They have not responded to me nor my health insurance company and are acting in bad faith. I am constantly put on hold for long periods of time and have not received replies to any of my emails.

  

  Business response

  06/11/2024

  Direct Auto has recently communicated with the Complainant regarding his claim and instructed him to forward the medical bills and records related to the underlying accident.  Direct Auto is currently reviewing the materials recently submitted by the Claimant and will contact the Claimant promptly after making its claims decision.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩