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Complaint Details
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Initial Complaint
09/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our car was legally parked in our designated parking space at our home, when it was hit by a reckless moterist, she hit three cars in our lot, all legally parked in our designated spaces. She was ticketed in the accident. Her carrier is Direct Auto. We filed our claim, sent the requested photos of the damage to our vehicle and left a voicemail for claims adjuster J *********, who didn't return the call. We called back regarding claim IL0079662 and ************************** direct extension went back into the call que. When we finally reached her she was argumentative. We asked for her supervisor and was given a direct line for him. We left him a message and hope he returns our call but we are filing this complaint as a precaution, because we need our car repaired asap. We are missing income, because of this accident. The only driver involved in this four car accident is insured by Direct Auto. This is a serious situation and needs to be taken much more seriously by Direct Auto. Thank you.
Business response
09/08/2021
The loss was on August 27, 2021 and reported by the claimant on August 30, 2021, the claimant didn't have a copy of the police report or any documents that prove our insured hit their car when they reported the loss. Direct Auto has sent an offer to have their vehicle repaired, see attached.Initial Complaint
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was involved in an auto accident on 5-22-21. The other motorist was at fault and he is insured by Direct. the repairs have been completed and paid for by Direct and they closed my claim without resolving my request for diminished value. The original claims adjuster advised for me to get a quote on diminished value from my car dealership, my dealership said that was not something that they did. I was then advised that Direct had a third party group that would evaluate for diminished value and and a referral would be made and they would reach out to me. No response so reached out to original claims adjuster and left message but no response. Called Direct's 800 number to inquire. Received a call back from a ************************* on 8-3, he advised would look into the matter and call me back in 24 to 48 hours. No response. I have left messages with him on ****, ****, ****, ****, and **** no response. I also called their 800 number on 8-17,left a message on the website chat option-no responseBusiness response
08/25/2021
Please be advised that we only write policies in the state of ******** and do not insure this person. They are filing this complaint with the wrong insurance company.Customer response
08/31/2021
Complaint: 15794240
I am rejecting this response because: The check I received for the repair work was issued by Direct Auto Insurance. Within approximately two hours after filing a complaint I received a call back from *********************** and was advised she had completed wrong form and would now complete the correct one and I would be contacted in a few days. This was on the on August 22st. As of today August 31st I have not been contacted.
Sincerely,
*************************Business response
09/07/2021
As I stated in the prior response we only write policies in the state of ******** and have no claim with this person, and have no employeee name ***********************. They have filed the complaint with the wrong insurance company. What don't they understand !!Customer response
09/14/2021
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.
Sincerely,
*************************Initial Complaint
08/21/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I AM REQUESTING FOR A NEW CLAIMS ADJUSTER!!! I have attached the phone call recording.I placed a call to ***************************, (who is poorly handling our case) to see what can be done to wrap up this claim, being that I was hit from behind by your insurer March 14, 2020. I told him that some of the bills have already hit our (*******************************, driver and *************************, the passenger) credit and we are responsible for those bills.. He was VERY rude and disrespectful! He hung ** in my face, because I asked him to speak to his supervisor and he told me, "I have a supervisor, but you will not talk to him, you will talk to me!" I would like for someone to contact me AS SOON AS POSSIBLE! I have never felt so disrespected and I will be contacting BBB and the ************* of Insurance on this matter.Business response
08/22/2021
Please be advised that we do not write iinsurance in any other state but ********. This is not our claim and we do not have an adjuster by that name, they have filed this complaint with the wrong insurance company. Please remove this complaint from our recordInitial Complaint
08/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I opened a claim with direct auto after their illegally insured client hit my car. They have not gotten back to me at all and every time I call no one answers. I have left messages and emailed them with no answer.my insurance company has also tried contacting them and same as myself they dont return calls or messages.Business response
08/10/2021
Please be advised that the loss was on 6/2/2021 and reported by the insured on 6/7/2021, once the investigation was completed and the pictures received by the claimant, an offer was sent to have their vehicle repaired on 7/6/2021, see attached.Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I pay extra for uninsured motorist. I got hit at a 4 way stop. The other driver left the scene. Obviously he is uninsured. The police report states that I thought I had the right of way. Direct denied my claim due to not knowing who was at fault. Obviously the other driver was at fault. He left. I am hiring an attorney. I will not be using Direct any longer.Business response
07/27/2021
Please be advised that Direct Auto only writes insurance policies in the state of Illlinois, we do not insured this person who lives in TN. They have the wrong insurance company and his complaint does not belong to our company.Customer response
08/06/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 15697011, and find that this resolution is satisfactory to me.
Sincerely,
Melissa ****
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Contact Information
Customer Complaints Summary
309 total complaints in the last 3 years.
84 complaints closed in the last 12 months.