Direct Auto Insurance Company
Reviews and Complaints

My vehicle has not been repaired as of today 9/21/22. Unable to reach anyone. When on the phone I can go to being the next caller to being hung up on. I took pictures and sent it to the claims email, still nothing. Finally I was given a claims number along with a place to take the vehicle too, but still got no where because once again, I was unable to speak to anyone. Wasn't given an adjusters name, nothing. My vehicle is driveable, but it's not looking good as rain and debris has been getting under the hood, because of the front end damage and not being able to afford a rental vehicle, before the car is in the shop. The accident was on 8/19 and I called on that Monday to file a claim, so it has been over a month. When I try looking my account up on line, I'm unable to do so, when I try to see what's going on with my claim, I'm unable to. I will not be staying with this company.

What is the point of this insurance company even staying open if they are not even doing their jobs! They dont care about anyone's situation. Maybe they wouldnt have so many calls and complaints if they did their *** job. This place needs to be shut down Its going on 3 weeks that i got into an accident with their insured. Knowone has called me to tell me anything about my claim your on the phone for hours just to be hung up on or transfered to an adjuster who doesnt answer the phone. A call representative gave me the "claims supervisor" ext *** her name is *** and all she told me was thats not her job to give me any information on my claim and transferred me over to the adjuster that was assigned to my claim i had just informed her that he never answers the phone.This company doesnt care about anything at all why are they still open with all these bad reviews and not even doing their jobs.

Direct auto is an Insurance scam they had me send my car to THEIR SHOP Fineline collision for repairs, and told me to pay a $500.00 deductible to get my car back! my car had been in their shop for almost a month. I got my car back and slid across the expressway almost hitting an 18-*** truck I asked them for my work order and they gave it to me it was blank No INSPECTION OR WORK DONE! I paid over $1000.00 for a rental. and I am still trying to get reimbursed for the monies I paid to get my car fixed! ALONG WITH MY RENTAL and they blocked me from their emails they are a ZERO company and they need to be SUED! and Under the *** for FRAUD. No rating Zero Rating. this company needs to be SUED AND SHUT DOWN! I wonder why we have to give it a star when all the customers have the same story! Their customer service *** the Managers and their claims Adjusters THEY DON'T DO THEIR JOB PROFESSIONALLY!

I had filed a claim with this company since august 16 2022. Unfortunately they havent worrf on my claim as they should. Never bother to called back or help me with the claim. I had to go to the office myself so they could send a tow truck to my house and picked up my car. 1 werk later my cat was picked up 3 weeks later i had to call yo see what was going on and no answer. 2 werks later i finally got an answer but not resolved. My car has new damaged fund and they havent answer the shop so they can work on my car. I been calling since October 6 and no answer at all. Its being two months already and Direct Auto hasn't done anything to help me out. Ive been riding uber to drop and pick up my kids at school and for me to go to work and come back home. I need Direct Auto to answer me as soon as possible and to refund me back for the expenses ive had with uber since they dont answer me my calls and dont answer the new damages on my car..

A customer of a certain General insurance company hit my car while it was parked. My claim advisor is terrible, lacking people skills, making the process difficult. She complains about her job and ignores my attempts to contact her supervisor. After persistent emails and calls, she communicated with the body shop and agreed to send the repair check. She also tried to send me a check for a rental car, but after insisting, she made a reservation. However, the rental is not comparable to my own vehicle. Dealing with this insurance company is a nightmare; the advisor disregards my questions, rambles about her workload, and neglects to process my claim efficiently.

Pray that you never get hit by someone who is insured by direct auto. They are the worst company to deal with. My car was parked on the side of the street and was hit by one of their clients on September 19. Filed a police report and claim on their insurance. They havent been helpful towards me at all. It is now November 4th and my car is still sitting in my driveway. Meanwhile, their client has already gotten their car fixed. Every couple days I would call the woman handling the claim to hear of any updates. Not once has she given me a call. I got the number for the manager and left a voicemail and never got a call back. At the rate they were going, I felt like it was gonna take at least another two months to get my car fixed. Became so irritated with them that I decided to make the claim on my insurance policy and pay the deductible. Its been 2 days since I started the claim with State Farm and my car has already been towed to the body shop. Direct auto is cheap insurance with poor business practices.

This company is horrible I had an accident with their insured claim was filed 06/08/22 they told me to send pictures so they can do estimate and the claim forms that needed to be filled out. I have sent everything they asked for I even sent an estimate I did at a body shop. I called to get an update a week after sending everything. I was told they are waiting for police report I let them know there is no police report because their insured and I never did one. I told them this information from the beginning. They said "oh well we'll let the adjuster know this information and he will call you. A month has gone by I called back again because I haven't gotten a call from my so called adjuster and they tell me the estimate still hasn't been completed. I spoke with the person who does the appraisals and she stated not sure why it hasn't been done let me transfer you to the adjuster. I've been transferred many times to my adjuster and no answer and I've left 2 voicemails already. My door got smashed by their insured and water keeps getting in when it rains. This is insane that I can't get a response when they have everything they need.

Ive been reading all the negative reviews about this horrible company & those reviews are accurate as can be this company isnt worth the stress or money. The response that direct auto gives its reviews is priceless. These customers pay money for a deceiving company & they get treated poorly unfairly & seems like direct auto dosent give one phuck about you or your car you pay this disgraceful company so that they blame you and make you in the wrong . Direct auto insures that they make the customers feel worse about your accident & theh make sure to treat you at fault for any wrong doing on there behalf . How dose this company have the audacity to write responses thay go agaisnt the customers this company cant even apologize for inconveniences or anythingt they know they have done wrong. They want the customers to shut up & ask no question just pay them your money and thats it .maybe they will fix your car or they will make sure to make you feel as left out as much as they can .This is like a mafia company or a gangster company looking only to take your money . Phuck the customers concern. Pay for a service that dosent give a phuck about .. how ironic.

It's been 3 weeks since I had possession of my vehicle. April 4th 2022 I turned my car into an auto shop of my choosing and its April 26th 2022 and they have yet to send anyone to come look at the car or respond to me or the shops emails. I called the agent this morning of April 26th and was told that me or the shop haven't sent any pictures or estimates to the company when in fact April 22nd I personally sent that info. The auto shop sent the same email weeks before but I was told the email wasn't sent until I had to explain to the agent my emails username and date I sent it and he spontaneously found it right after I explained this to him. He had an attitude and no people skills and I was told since I didn't pick one of their shops it was supposed to take this long. I asked what the next steps will be and the response I got was the ball will get rolling. I was told nothing specific and treated terribly even though this is the first accident and I've been paying Oxford (the distribution company that gave me direct auto) on time for the last 2 years. I do not recommend wasting time and money with this company and I'm looking elsewhere for insurance when this is all figured out. Claim #

The only words to say about this company is terrible and they will take everything you have and more! I have been with this company for several years without problems until I bought my new car in April 2022 and ever since then, I been having issues with these agents uploading and sending in required information to the underwriters after the due dates. I have submitted everything that was required within the time-frame and never been late once on my monthly payments. My payment for *** went up to $449 without truthful details, which before it was $261 and that was for 3 vehicles but only one needed full coverage. I even paid the down payment (endorsement fee), after that my *** went up without any accidents or new information. I called several days in a row to get clarification and the agents that tried to help did not understand why my *** increased or why my required information was uploaded past the due dates. After, I canceled with this shameful and untruthful company, they sent me another *** higher than the other one. They now say I owe $891 which doubles and again no one can explain why, I am upset especially with everyone trying to drain the customers pockets. I ended up canceling the policy in *** after no one could explain why I am paying $449 monthly.

On 3/3/22 My vehicle was hit while parked in my assigned parking space behind the building that I live in. I filed a police report and filed a claim with Direct Auto. The police took photos of my vehicle when the police report was being filed. Direct auto told me to go to their shop Auto Art to have the pictures taken that will be submitted to the claim adjuster . I received a phone call from the adjuster on 3/15/22. The adjuster asked if I could provide photos taken at the scene of loss with the time and date printed on them. This is a claim to have my vehicle repaired by my auto insurance provider not a court claim!. Direct Auto does not have anything documented/in writing informing the claimant that they are responsible for submitting photos. I told her that photos had already been taken by the police and at their shop Auto Art. The adjuster then went on to tell me that she was denying my claim because I did not have photos available that were taken at the scene with the time and date printed on them. I have elected the Liability, Comp and Collision policy coverage which covers hit and runs, covers my vehicle if it is damaged by an uninsured driver, as well as cover the damages if I am the at fault driver. The denial of my claim is not justifiable and I expect action to be taken against this company

On June 13 I filed a claim and I was told Id be contacted within 3-5 business days with an update if my claim was approved or not. Its been well beyond 3-5 business days and my claim still hasnt been approved. Today is the 23rd of June, 2022. No one has ever contacted me about anything. I have to always call them and each time Im told something different. I was given a shop where my car would be worked on last week by representative over the phone. On yesterday I called to get an update Im told my car is at another shop and my claim still hasnt been approved because they have to email me a form to fill out and I have to send them my police report. I wasnt told any of this when I first filed my claim. I dont understand why I need to wait and have paper work mailed to me when I answered and explained everything over the phone and gave them the police report number over the phone. I havent received anything in the mail and its going on two weeks. Ive never seen insurance move this slow. As I expressed these concerns over the phone to a representative of the agency she goes on to tell me that other clients have been waiting for a month. That doesnt make the matter better when I was initially told 3-5 business days. Im also paying for a rental and they only cover 20 dollars a day for up to ten days and its been over ten days. This is not acceptable and I will not continue to do business with them once this matter has been resolved.

Zero Stars only one because when I looked it did 5 stars without my consent so I tried to erase them and was unable to erase all of them My catalytic converter was stolen on Wednesday 4/6 called direct auto said I would get a call telling me what company would tow my car and where they would tow it to. by 2pm no call so I called them and spoke to someone who said it was my responsibility to take the car to the repair shop. In route to my car I see I have a missed call from direct auto with a voice mail which said *** Smo towing company would tow my car to *** Smo repair shop. Call direct auto back to see where they were picking my car up from and they said they was picking it up from my house, which I never said the car was at my house. So after several days of calls they finally picked it up on Monday 4/11. Called them on Friday 4/15 to see the progress. Now they need a police report. I asked why I wasn't I informed about this in the beginning, because I did give you the RD number on the report. So I email it Friday, then I was told they need front and back of the report. I emailed front and back Saturday (mind you the report on the back if in Spanish and nothing is on that side. called them Tuesday 4/19 still haven't received the report. Called Friday 4/22 still haven't received the report. Call everyday 4/25 thru 4/29 still not report, but on 4/29 I was told the person handling my report will not be in the office until next week 5/01/22. Every time I call the person handling my case left for the day and will not be back in the office until the next day call constantly and she is on the phone or away from her desk. Talk to the supervisor and she is no help.

I been with Direct Auto for about three Years, I paid and renewed my Policy every six Months, up until I had bad service with Direct Auto, I had an Accident back in June, file a Police Report, I talked to someone from Direct Auto and they gave a few Auto Body Repair Shop, I took my Car there, they took Pictures and summited them to Direct Auto, Direct Auto asked me to fill out some Paperwork, I did and summited same Day, I called several times over and over time after time, I can't never get through to speak someone, I have Left several messages with Direct Auto with *** that handling my Claim and other and others bounce me back to *** Extension, I called Insure on the spot that *** the Manager tried to assisted me as much as she can, I took time off Work and drove to Direct Auto about an Hour out from where I stay,I spoke with ***, about my frustration about the situation and it was bad service, that I called and left several messages and You don't get back to me, she stated she just started there, I stated to her are You sure I had your name and extension from Day one and my Claim been approved and the Check was supposed to been sent out to me, she stated it goes to the Repair Shop, I explained that I talked to someone and they were sending a Check out to me, the Claim was approved what's the hold up, she stated the Check comes from Corporate that's located in West Virginia, she said she will contact Corporate to get the Check out, and will call me by the end of the Day, I gave her two numbers to reach me at, nothing! no call no Mail Letter, this been over a Week and half, the whle issues been four Months. I showed up there at Direct Auto and they were empty no like they were busy, B.B.B please help me get this issue resolve

Aril 14, 2021 Direct Auto my car has been at Web chevy for almost 2 weeks, and so far Direct Auto has not got the estimate of my car. From Web chevy. I called the claim department for Adella P to ask her did she get the estimate from Hh at web chevy. Mrs. P said no I said she sent the estimate to Mrs. P. Mrs. P said she did send nothing. I asked Mrs. P from Direct auto for the fax number and gave it to Mrs. Hanieh at Web chevy today. Mrs. H from Web chevy told me the fax number is not working. So I called Mrs. P from Direct auto. I waited for 30-minute until got her. again told her that Hanieh from Web chevy tries to fax to Direct auto. Mrs. P said fax been working find. So she gave me the email address to give to Mrs. H at Web chevy. This time it went threw. I call Mrs. P to ask did they get it. Mrs. P said I do not know I do not work where email sent to. I will find out in an hour. I will call back tomorrow. My car has been at the body shop for 1-month half. 2 weeks at the dealership. My car was in an accident on Feb 28, 2021. Now it at the dealership for 2 weeks for Direct auto to pay for repairs. The estimate I got from Web chevy on my phone. Web chevy tells me, diagnostic dia drivers. front seat belt anchor plate tensioner and passenger. front seat belt anchor plate tensioner. For 847.22. Primary diag diagnostic inspection 155.88. Addition shop charges if 21.82. Tax 0.00 total for service 333.58. For Direct auto to pay 847.22+333.58= 1180.80. Right now Direct auto tries to waste time. Because they trying to not pay the dealership any money. I have to get a lawyer to sue Direct auto insurance. I have a rental car it will need. returned in two weeks so what I am going drive to get work Direct auto.

Ive had 3 of my vehicles insured with direct auto in the past *** years with no accidents. My car was hit from the back by a uninsured motorist 4/2/22 and plowed into another vehicle. The Police arrested the person on the seen and gave me the case#. I contacted my insurance company the same day only for them to tell me they was in route to get the car and take it to their collision shop. They picked my car up 4/8/22 (6 days later. Ive emailed the police report pictures and the incident report direct auto sent to me. And I have the confirmation. Ive informed direct auto it a bank, Menards and a maxwells polish all with cameras to assist in their investigation. Yet today I dont have my car. *** and *** of direct auto both told me looking at the notes your car is being totaled out but when I finally get the adjuster on the phone after several attempts and being on hold for a hour plus each time, *** says its still under review. Not to mention direct auto sent me a letter trying to deny my claim alleging that I didnt report the incident right away but after I told the adjuster this was a mistake and that I have email and faxes to prove I did everything I was supposed to do immediately she said disregard the letter. Direct auto sent me to enterprise with a dummy code and I have the email to prove it, only for me to get to enterprise and one of enterprise agents put the code in and it didnt register . I get direct auto on the phone while at enterprise at this time (4/4-5/22) and the direct auto agent act as if she didnt send me with the code because direct auto isnt contacted with any car rental place. Direct auto did tell me that they would pay $15. Dollars a day for 10days just send them the *** when done. Any car rental you are going to pay well over $150.00 for ten days. I was supposed to have full coverage up to $50,000 yet Im treated like i didnt have any. I cant make it to the hospital nor therapy. Direct needs to be held accountab

On December 11th 2023 I obtained a policy, and made the payment for it. Not even an hour later on the same day canceled the policy and requested a refund. I was told it would be mailed as a paper check and I would receive it within 7 to 10 days. I contacted them a week later to see if they had done this and they have yet to send out my refund. It is ridiculous that the funds couldn't be refunded by my card in the first place. They said it was a debit but when it is shown online it's credit. Even so for it not to have been even sent out is absurd.

It has taken me almost 2 weeks to write this complaint, because I thought someone from this company would have called to apologize to me! I am LIVID with this company. And if it was NOT for Mr. Eugene Warren who works at the 2145 Bessemer Road, Suite C location. I would have dropped you all on 7/22/2023, when I was stranded at the laundry mat for 61/2 hours! I have a statement from the Manager to verify this. I locked my keys up in the car, called for roadside assistance, only for them to tell me my policy was cancelled. BIG LIE! I had just paid on 7/17/2023. I had to call a ride, go home, get proof of payment and take it back to my agency where I originally signed up for the policy. Mr. Warren called in and told them I was current, I had proof. This was not the first time that Direct Auto, said my policy was cancelled. They did the same thing to me in May, when I renewed my policy. Once again and THANK GOD, I had to take my receipt back to the agency for proof. I was told to go back and wait for roadside that never showed up. DAY RUINED! After several more calls, while being stranded. NO ONE CAME! 😥😡

Hello. In Feb of 2021., a female insured fell asleep at the wheel at 4AM in the morning and came driving through my fence and landed in my yard. I've called her insurance 'Direct Auto' and filed a claim as to which their insured did not report the accident. The agent said they could still take care of me. They sent me a form to fill out and I faxed everything back to them the next day. Well, it takes them forever to reply for anything. Anyway, they came back with an offer 10 months later and I declined due to it being so little. Months went by and as I kept trying to email the person that was supposed to be helping me. Then all of a sudden, my emails were being rejected from that email. I finally spoke to someone over the phone and accepted the offer because I was fed up. They emailed me the paper to sigh to release the check, I emailed it right back in minutes. A month goes by, and I had to email the gentleman that sent me the form. He then told me the person's name that is handling it from there. I called him and left a message. The second time I called him, he called me right back and said he would have the check sent out and I should receive it in *** business days and for me to call him back in 7 days. I did just that and left him a message to which I received a call back. Anyway, now when I call his extension, I am put into a call que as the 11th caller in the que and hold time is 945 minutes. I cannot get through to the persons extension at all. I am just tossed into this call que. I am going to their corporate office in the morning because this is ridiculous. My fence looks so bad and needs to be repaired. It's been 1 year and 7 months. UNNACCEPTABLE

I am having the worst time getting in touch with my adjuster regarding the next steps to my claim. The customer service with *** Auto is terrible. They dont communicate with me at all. I have been calling them almost everyday since I processed my claim. Every time i try to reach out to my adjuster her extension says she is unavailable and to leave a message. I leave countless messages and still never get a call back regarding my claim. Every time I try calling to speak with someone that could actually help me Im waiting on hold for over 2 hours and still dont get the help Im looking for. Their representatives are rude, unprofessional, and cut me off before I can finish talking. I have given them more than enough time to process things on their end. I received a letter in the mail requesting the lien holders information so that Direct Auto can pay off the vehicle because it was deemed a total loss. I sent the information back a week ago. I still havent received any information back regarding the payoff. I havent received any information from them about my claim period. I have been leaving voicemails and requests for a call back and still nothing. I have been continuing to pay my insurance bill every month and Direct Auto is failing to do their job. Im paying them to help me and they havent been helpful at all in my case. They have been dragging their feet with my claim. I have to go up their corporate office just to get answers from them. The attached image below is a screenshot showing the extensive amount of time Im on the phone waiting to be assisted with my claim. My claim was first filed on 9/26/22. It has been over a month and Direct Auto hasnt given me much information on the overall progress of my claim. The treatment Ive been receiving from them is like they dont care about finishing my claim.

Direct Auto is very unprofessional. Their policyholders vehicle was involved in a multi car accident. The driver fled in the vehicle then ditched it around the corner, but luckily the police got the plate #. Well, I did what I was supposed to do in reporting & contacting Direct Auto (other drivers insurance who vehicle was involved) thinking that I was dealing with a somewhat decent company. Well its been 3 months since the accident and over 60 days since Direct Auto has sent me correspondence. Today I went into the office for the second time because for some strange reason you can never actually speak to someone on the phone and on hold for hours just to be sent to voicemail or disconnected. I went into the office today to get status of my claim against their policyholder and the gentleman (***) told me that their policyholder has not been returning their calls and that they are waiting on the policyholder to let them know that their vehicle was involved in an accident. Well if the policyholder will not correspond with you that should be a red flag right there. In any case Direct Auto has not been in contact with me via text, email or phone call regarding this matter and according to *** Department of Insurance, additionally, Part 919.80(b)(3) of the *** Administrative Code requires an insurer to provide a reasonable written explanation of the delay for any property damage liability claim unresolved in excess of 60 days from the date it was reported to the company. So today, while *** at the office the gentleman I told this to pretty much replied like ok, and. I requested a letter of explanation and he came out with something Im sure is already in their system with a list of reasons why they have not given my claim any attention. THIS PLACE IS A JOKE! Everyone that was in there was complaining about their lack of *** poor customer service.

My car caught fire on December 10, 2022 inside of a gas station, I called my insurance company Direct Auto Insurance company on 12/12/22. Ive been calling them ever since to cut a check, it wasnt until 12/28/22 did I speak to the appraiser ***; he determined from his appraisal that the damages was a total lost, and said h*** or the adjuster will give me a call after the holidays on January 3,2023. I literally had to call them with no results of them determining how much my car is worth in order for them to proceed with cutting the check! Its an absolute hold up on them cutting the check but for selfish & deceitful reasons I suppose. I just want them to cut the check so Ill no longer have to deal with them EVER again!Theyre very rude, fast talk you, so that you wont be able to ask them the questions needed! They have you on hold sometimes for 45 mins to an hour or so, just to tell you that youre going to continue to get ran around in circles like a clown at the circus. NO ANSWERS! Everything is always hurry up and wait so to speak! The sup. *** wouldnt allow me to speak to *** the complaint manager nor would she transfer me and or give me his extension. The adjuster *** and some of the other reps lie to you to get you off the phone. *** rudely interrupted me multiple times while I was trying to gain answers. Theyll stall and prolong your situation for as long as they can, then tell you they dont know when this or that will happen. Theyll make sure that your holidays are ruined. They need to be shut down immediately and indefinitely; terrible customer service! The reps act like the check is coming out of their pocket or bank account. Any other reputable company would have been cut the check knowing if my car was in a fire & that its a total lost! They play with you too much! I hope this company drowns in its own deceit!

Had a pretty bad experience Direct Auto insurance . I felt insulted the way the so called manager Fatima *** with me. It felt that they were doing a big favour on me by processing my insurance claim and they are the only people in the whole world who will be selling me auto insurance. On January 28th my car was hit parked in front of my home I guess they forgot that they are not the only only auto insurance company where they will be happy to take my business. All I was trying to do was to my car service after filing a true claim a deal which as a customer is my right but even if you guys are unable to give a deal still there is a way to do so. You dont talk in an insulting tone. You guys are not giving the vehicle to me for free that you think it is right to talk in such a way with a customer.The Business *** was boasting about her years of experience but it seemed that she might not have even 3 months of experience and the other guy the so called customer reps was dealing in such a bid manner which no one who has ever processed a claim in there entire life. I have about *** which is less than the 30 the business manager claims to have but never had seen anyone or even myself too had interacted with a customer like that. All I have to say is that anyone can process a vehicle claim but the first rule of sales is to give excellent customer service but I guess nobody bothered to tell you guys about the same. Shame on you Direct Auto Insurance if this is the level of customer service you are providing and that kind of training is imparted to your managers. Also shame on you as well for not teaching people who are representing their brand proper how to properly deal with customers. You guys should tell them to start from the basics so atleast they know what is the meaning of customer service.If the top management is like that then what is there to say about the associates?

I was involved in a hit and run accident on 11/5. Since they are close on the weekends, I had to wait until Monday morning. I filed a claim on 11/7. I was not given a claim number, so when I called for an update on 11/8, I was told there was no claim filed at all. Therefore, I re-filed a claim and received a claim no. After this point, everything has been very disorganized. I talked to a total of 3 different employees, one being my adjuster. Each of them has told me different things. During all these phones calls I was put on hold for = 1 hour and was disconnected twice.I was first told to take my car into one of their repair shops for an estimate. Once I called the repair shop they recommended (Fineline Collisions in ***), the repair shop told me that they cannot give me an estimate until they are in contact with Direct Auto. When I called them, they informed me they would need a police report first. Which was different than what I was told before. So I emailed their email provided to three times. Twice on 11/9 and once 11/10. When I asked if they received it on 11/11, my adjuster told me that it takes 24 hours to get emails. I called back on 11/14 quite overwhelmed. Ive been 9 days out with no sort of solution. When I talked to my adjuster, she told me that she just received my police report (even though I sent it days before via email) and it would take another 24 hours to process anything and that I would be contacted back on 11/16 after she talks to the appraiser. During this time, the adjuster was very condescending and dismissive. I was asking questions to make sure I am getting all the correct information. She then proceeded to rudely hang up in my face mid-question.I patiently wait on hold for over an hour, to talk to someone for less than 10 mins, and to be hung up on.It is 11/22 and I have yet to hear back from the adjuster. I have no sort of direction, solution, estimate or timeline. No more run-around. I need this rectified.

On November 2, 2022, our daughter was involved in a car accident. The other driver was at fault, not stopping at the stop sign on their street, and hitting our daughter's car, which did not have a stop sign, in the intersection. The other driver admitted fault at the scene. We filed a police report that evening, Report Number JF459876. We contacted the other driver's insurance company the next day and filed a claim, Claim Number ***. We were told we would receive a call back from the adjuster within 3 to 5 business days. We never received a callback. We subsequently called the insurance company and were kept on hold for hours, and when we did get through, we were told they were waiting to hear back from their client. Approximately 3 weeks after the accident, we received a form in the mail which we filled out and mailed back with photographs. We were also given a link to an online portal, where we also submitted photos. We made a number of follow-up phone calls and left numerous messages, and when we finally got through they said they were still waiting to hear from their client. We requested their corporate information or manager details to file a complaint and were never given that information. We emailed numerous times as well and never received a single response. On Friday, December 30th, I visited their *** office and spoke to Agent ***, and was told their client did not respond and they were denying their client coverage, but they were unable to advise us on what our next step should be. This company from start to finish failed to respond in a timely or efficient manner, left us on hold for hours, and was unable to process the claim. We have seen hundreds of complaints about this company online, all struggling with the same inefficiency and lack of responsibility. We are at a loss for what to do. Is this how it works, that if a client fails to respond, the insurance company can drop the claim without any follow-up?

I was rear-ended on October 29, 2022. This company's insured hit me so hard my car was pushed into the car in front of me, causing severe front end damage as well. I called yesterday at 1:11 PM and spoke with a representative to give her the police report information and ALL of the driver exchange information provided on the *** police card the conversation was about *** with info on getting a tow because my car is not drivable. She transferred me to a department that had me on hold for over 2 hours and never picked up. Upon looking at their business hours the department was closed as they close at 4:00 PM. This morning I called at 8:00 AM, as soon as they opened, and I was on hold for 1.5 hours before I hung up and called the new claims department just to be able to speak with someone. I spoke with *** and she advised that she could NOT help me at all I would have to wait for a representative in a different department. NO department name, no person, she then transfers me, where I am on hold for 4 more hours. I finally hang up and call back to the new claims line and get a ***. I re-explain my situation to *** who tells me there is a towing company that can help me, I should've gotten it from her insured that rear-ended me. I explain to her that the *** has a new process and I cannot see the actual insurance card. I then ask for her to provide me with the number. *** tells me they don't have the number or know the company that this insurance company works with to tow cars to their mechanic of choice. I explain to *** that I am filing a complaint with the *** Department of Insurance and that I would like to speak with a supervisor. She transfers me to a "supervisor" where I held in line first starting at 1:00 PM at 48, by 3:25 PM this afternoon I am number 45 in line with a wait time of *** minutes. This company should NOT be accredited with the Complaintsboard.com. Their practices are unethical.

Someone attempted to steal my vehicle at about 3am the morning of 8/31/22. I filed an online claim with Direct Auto at 8:30 am on 8/31/22. After a few hours I called their number at ***, spoke w/Dalma and advised that I had filed a claim online earlier that morning. She advised to allow 24 to 48 hours for the claim to be setup. I called the same number @ 8:15am 9/1/22 and spoke with ***, whom I believe was a 3rd party answering service as he stated that he didn't have my policy information in front of him. So I filed a New Loss Report with him, he advised that it would be 24 hours or so before my claim was assigned to an adjuster. I again called @ 1:28pm on 9/1/22, spoke w/*** and explained my frustration with an undrivable vehicle and she advised that she would escalate my case to the Claims Team for a call back before the end of the day. Never heard anything from the company. On 9/2/22 @ about 12pm, I received an email from Direct Auto advising of my claim #*** and the adjuster *** handling my case and her phone number. I then called the main number listed above and dialed her direct line and received her voicemail, where I left a message explaining my frustration. No return calls to date. On Tuesday 9/6/22 @ about 9am, I called ***'s line and again no answer, left another message for a return call. Since 9/6/22, I have attempted to reach out to the main line and her direct line approx 20 times, with no answer or return call. Finally on 9/8/22, I called the main line and a representative picked up the call after being on hold for over an hour. She asked for my claim number, I provided it to her and before I could say anything else she cold transferred my call to ***'s line. The steering column and ignition are broken and exposed. I at the very least, should have been setup with an inspection by an appraiser by now. I have now contacted the *** of *** and an attorney to file a bad faith claim by end of week

My vehicle was involved in a car accident on June 10th 2022, and a claim was filed online via Magnum Insurance's website the next day on the 11th. I have full coverage so I emailed my personal insurance agent with photos and she never responded. There was no following up, so I called Magnum insurance on the 13th and was told they could not find a claim and that since I was not the driver, the person driving had to give their declaration to Direct Auto Insurance first, and I was provided with the number ***. However, every time I called the number I was left on hold until the line disconnected. Finally on the 13th after being on hold for 47 minutes an agent tells me that I need a claim number in order to have the driver leave a declaration statement. I informed her that the claim was filed on the 11th online and that my agent was also notified via email, but no one ever followed up with a claim number. She then asked for my policy number, put me on hold, and then hung up on me! After going online I was able to find another number for the company which is ***. So on June 15th, after being on hold for an hour and a half I was able to get an agent on the phone who once again told me Magnum never informed them of my claim, so I needed to file one over the phone in that moment. I provided her with all the required information including the police report number, the driver gave their declaration, and I was finally given a claim number and an adjuster (Daniella *** EXT ***) I was told my truck would be towed by their Allstar Towing company from the current tow yard that it was sitting at since the 10th and they would cover the fees for my inconvenience. It was to be towed to Fine Line Collision for an estimate, but never arrived. It is now the 20th, so I contacted Allstar Towing for the whereabouts of my truck and they say they were directed to tow it to the Insurance Auto Auction! I did not consent for my truck to be sent there nor was I informed!

June/2/2022 somebody hit my jeep, I call my insurance to ask for a tow truck never pickup the phone, next day I call them to make a claim they tell me I didnt had to make the claim if the damage is less than the $500 deductible and that I had already made the claim with the insurance, 6/17/22 *** tells me that they will not pay for my vehicle damages, I made my claim with my insurance 6/4/2022 and they send a tow truck on 9/9/2022 and ever since I have been stressed and frustrated about my vehicle my insurance has no communication with me at all, I called the agent that has my case and she was rude to me all the time but there was one time when she literally told me mam Im more interested in closing this case than you are, I asked why?! Are you tired of me I asked joking I was being sarcastic because I thought she was playing at first but she said yes Im glad you said it not me in a very rude way her name is ***, I asked if she was recording and she said yes and have a good day and hang up the phone, I called them the next day because they take hours to answer the phone and they were about to close that day so I asked to talk to her manager or a manager to let them know what kind of employee they got working there, I talked to *** I dont know her last name, she was polite and professional that day but the second time I called her she was rude as well mocking me and being loud and disrespectful just like the other agent and once again I hope a manager or someone that can tell them if they cant handle their job to look for another one can listen to those recordings because its very unprofessional that they take peoples money and we get that kind of treatment all because they dont know what to say, because they had over a month with my vehicle and the only thing they did was change a rim and fix the front bumper and they charge me $500 deductible and $220 extra for the rim, I never authorized any of that work and I still dont have a detailed

Was in an accident April 2nd 2022, against the insured of Direct Auto . He was issues and citation and deemed at fault (police report to prove): I immediately filed a claim with his insurance company (Direct Auto) they called to get a statement because they claimed I did not send it when I did twice but I brushed it off and gave my verbal statement . They said okay we will be in touch. Didnt hear anything for awhile so I called back mind you this had been weeks before I reached out concerned I hadnt heard from them . They then told me I had to get a estimate so I did I went to *** in a ***, received my estimate and sent it to them. Again they said they received nothing so I sent it again. Heard nothing for awhile so I called back they said my address on file was not matching the one I was saying for them to send me an amount they offered I said that was wrong because I have received one piece of mail from Direct Auto on April 25th. They claimed they were going to send it to me again, second time they have claimed to send it I waited weeks and did not receive anything. So I called back they said they would just email (could have done that in the first place) the amount for damages they offered was way less then what I was quoted for and estimate . They said thats because they found someone in *** to do it for cheaper. The accident did not happen in *** it happened in ***. I was told this by a man named ***. They then said they would find somewhere local to me where the accident happened for a similar price range I said that is fine . That was the last I heard from them it is now July 6th I have sent 3 follow up emails and a voicemail with no reply back. I would really just like to see some professionalism from these people and stop ignoring me and my emails and phone calls. The accident was no fault of mine I am 20 and this was my first car purchase and I am absolutely devastated because I work had for what I have

I was involved in a car accident on the 7th of September and filed an insurance claim on the same day. After one week of not hearing anything, I reached out to my insurance company direct auto insurance *** and was placed on hold for three plus hours even while being third in line, after finally speaking with an employee she informed me that I need a police report and my adjustor *** would give me a call. Another day passed and I had not heard anything from *** or direct auto so I called back and was put on hold for 5 hours to finally speak to a representative who then told me something mpletely different from the first now stating I need to inform the towing company of the pickup, and that I would have to email *** instead of him calling me as they provide me with an email address that was invalid or was not up as I received an address does not exist reply. During these four to five-hour wait times, I would get users who would pick up the phone and go straight to voicemail, or the call would just plain drop mpletely as such I ask for help from my immediate family members to try and get a hold of a representative giving them the claim number, and ext numbers I was provided that only goes to voicemail. I was then informed by my family they were yelled at and repeatedly hung up on for not being the insured on the policy, these wait times and different stories have ntinued to go on for over a week now and I have been hung up on or sent to a voicemail with no help or proper idea of what was going on. Therefore I was left to seek help from my aunt who has been throwing things like this before we sat on a three-way call (which direct auto claimed they do not do) for two hours to speak with an agent name ***, who gave me newer information not told by the first or send agent. I would like to just finish this claim to put this entire accident behind me. I would like this company to be look at for drag along and trying to stall out incidents.

This has to be the most unprofessional insurance company. Their client ( my neighbor) crashed into my parked car on 8/16/22. Today is 8/24/22 a week later and no one reached out to me regarding repairs or rental for my vehicle. Ive been patient waiting on them to reach out to me. And finally around the afternoon of 8/22 I started calling them and reaching out for four hours and no progress. On Tuesday I had gained a little more information about the claim from the tow truck driver that hauled my neighbors car. I continued to reach out to them and being put on hold for hours at a time. I finally got through to her adjuster *** who was extremely rude and brief. Her solution was basically for me to file a new claim, and to continue to put me back on hold for hours till they closed. So I finally reached out to *** left him a voice mail and waited on him to call me. I was reaching out to him today on hold for an hour just to get sent to his voicemail. Then *** finally calls. I asked him why havent they reached out to me and what needs to be done so I can move forward in getting my vehicle to the body shop. All he gives me is excuses. I tell him that Ive never had such a bad experience dealing with any insurance company my entire life and he asks oh how many insurance companies have you dealt with? How unprofessional and disgusting of him to even ask me that. Him knowing that his client hit my vehicle that was parked. It went from them not having a copy of police report to them not having my information, and not even bothering to gather my information so we can move forward. He was trying to end the phone conversation with out getting my information and I asked him doesnt he need my information since that was one of his many excuses for incompetence. So I ask for his email so I dont have to have to be put on hold for hours he says he doesnt have one. Then I ask for his supervisor extension he refused to give it to me and hung up on me.

On February 5th 2022, I was rear ended in the drive thru by one of Direct Autos insured customers. I filed a claim through them the same day. They sent out their appraiser to do my vehicle damage estimate the following day. He came out and took pictures with his cellphone in heavy rainy conditions. I was provided a rental on February 23rd, after my vehicle had been dropped off for repairs at ***. On Feb 28th I called Autonation for an update on my vehicle, and due to their negligence my car had not even been inspected by them yet. I decided to pick up my vehicle and have it repaired at a more competent location. I informed Direct Auto about what had occurred and requested an extension on my rental. My adjuster *** explained to me that his supervisor said I could not receive an extension until my vehicle had been dropped off and parts had been ordered at the new location. He insured me that I would I be provided a new rental or a daily loss of usestipend. On March 9th, my vehicle parts had been ordered and I had to drop my car off at the *** on March 14th. I called *** for two days and left voicemails in order to get a rental, with no response so I emailed him. His only response to my email was him asking for my claim number and the number to the collision center. On March 16th, *** informed me over the phone that he was not able to offer me a rental because the system would not allow him to. Instead, I would have to pay for my own rental and then I would be reimbursed. Ive tried many times to contact his supervisor regarding this issue to no avail and *** has not emailed/called me back in regards to me trying to get this issue resolved amicably. During this process, I was lied to and treated very condescendingly by ***. I requested a new adjuster but my request was not granted. I dont trust this company enough to believe they will reimburse me.

I got rear-ended by one of the drivers My Direct Auto insures on 7/26/22. It was 100% the other driver's fault, they admitted such which is on the official police report, I have photos/video footage of the state police trooper removing the other driver's license plate from my car's bumper. It has been almost two months, and I have heard NOTHING, and unlike legit insurance agencies, this one is only open M-F, 8-4. They sent paperwork for me to fill out and mail back, which I did. They asked me to e-mail photos, which I did. They said I could not speak with the assigned adjuster (***) until these things happened. Both of those requests were completed immediately, and I even have a confirmation e-mail from *** stating this. She asked me for a copy of the police report, which I paid to receive, even though that should be the job of the insurance agency, and e-mailed the pdf right away and have confirmation, again from ***, that it was received.Yet even after leaving a voicemail message for *** himself, when I was finally able to get through, he has never once contacted me nor returned my calls/inquiries. So I called last week and asked if I could be switched to a different adjuster because *** is unresponsive. She, in a rude tone of voice, told me they cannot change adjusters once a claim is created and offered to transfer me to his desk. I said, "No, because I know he's not going to answer nor return my call, so I would prefer to talk to a manager." She said she'd transfer to his "Desk Manager" (I don't remember his name). Surprise, surprise, that call went to voicemail as well. I, once again, left a long-winded message going over all the details and asked to be contacted within 24 hours. It's now been over two weeks, and no returned calls from either party.When you check their reviews on *** they've received a solid 1-star average, so I am submitting this not only for myself but for everyone that is/has been scammed by them!