SANFORD, FLORIDA -- Thursday, 4/14/16 Isiah ** (driving a 1995 Toyota Corolla insured by Direct General) hit my boat and trailer that I was hauling on I-4 in Sanford, FL. Florida Highway Patrol responded. I had to pay to have my boat towed to my house. The next day, a Direct General representative called to say I would be contacted by the claim representative assigned to my claim on how to proceed after an estimator evaluated the damage. I received the following email: "Please forward estimate and photographs for the boat and trailer. Thank you. Markesha **"
This is the only written correspondence I ever received. Other than her email address being **, you would not know who sent this email - it lacks the most basic company info (name, address, phone #, etc). Totally unprofessional. I went into detective mode and got the information myself. I got on the internet and found a toll-free number to report a claim for Direct General (because you WILL talk to a REAL person if you call to REPORT a claim). The phone representative was very helpful. He gave me Markesha's phone number, her supervisor's name and phone number and the fax number to fax info to and a mailing address also.
This was after numerous email requests to Markesha ALL went unanswered. Markesha absolutely NEVER answers her phone and I never received any callbacks when I left messages. Her supervisor, Rebecca **, did answer her phone and she put me on the phone with Markesha, who informed me that I would have to take the boat and trailer and get estimates (as they do not insure boats and have no idea how to estimate damage).
After the hassle of hauling the damaged boat and trailer to 2 shops (and paying the high marine labor rate) for an estimate, I sent all the paperwork to Markesha and heard nothing. The single email is the only contact I have had from them - all other contact is me trying to engage them. Last weekend (July 9th), I called Ms. ** again and was told that the claim was denied due to a "garaging issue". Mr. ** driver's license address is Danville, VA. His car tag is VA and his Direct General Policy number is VAPD-**. All of his info shows state of Virginia.
Direct General says he either lied or moved and failed to inform them. (I have yet to receive any correspondence to verify this info.) I asked them how they could verify (no actual response), but my insurance representative says they access license plate reader info (BIG BROTHER). Since Florida is the vacation capital of the world, I fail to see how your car being there would indicate you live there rather than you are just visiting or on vacation. This did not seem to be an issue when they were taking his premiums.
Is there anything I can do? Is this legal? Direct General actually caused me to incur additional expense (estimates) and never had any intentions of paying this claim (the email with NO contact info is proof of that). When I complained to Ms. ** that Markesha had NEVER replied to any of my emails - her response was "We do not do business by email because it can be hacked. We only do business by phone." Really? So I get one email with no phone numbers at all. I am waiting until I receive a denial letter from Direct General to file a complaint with the insurance commissioner in Florida and Virginia (if I can). WHAT A SCAM!!!
MELBOURNE, FLORIDA -- About three weeks ago, I called Direct to inquire about a Name-Non-Owner type of auto insurance policy because I am trying to drive with Uber since I currently do not own a car. Uber can provide you a car and their insurance works in correspondence with yours. I was told that a Name-Non-Owner policy is the correct policy for ride sharing services like Uber. This agent at this Direct office said he could write a Name-Non-Owner, but told me that it wouldn't cover my passengers, and that I could be sued if I had an accident and my passengers were seriously injured.
Today, as I write this review, I logged into Uber, and they provide insurance to their drivers and their passengers. This agent told me I would need a business policy along with a business license. That's not true. I probably won't go here.
I have been with Direct a little over a year. I pay $278 each month for my insurance (since I am a new driver). I was rear-ended on 11/27/2016, the police report listed the other party/driver (GEICO) at fault. My car was totaled. When I called Direct and asked for help on what the procedure/protocol is for cars being totaled I was told "You are not the one at fault so there is nothing we can do." They provided very little help but they made sure to withdraw their payment even after the accident (for a car I no longer had).
I had to fight GEICO myself and even turned to the BBB and Dept. of Insurance for help. I'm sure others have had great experience but for paying almost $300 PER MONTH then you treat a loyal customer like that. NOPE. I'm switching!
DAYTONA BEACH, FLORIDA -- They have horrible customer service, support and knowledge of business. When you ask a question, you are redirected at least 3 times or on hold for at least 45 minutes. If you need to cancel a policy for any reason, it will take days and repeated requests. After giving them all the information they ask for, they continually ask you to verify the information. It seems like a never ending cycle of nonsense. I feel like I am dealing with a kindergarten class.
FT. WALTON BEACH, FLORIDA -- My grandson had an accident in his car for which I co-signed. He lives in Florida and I'm in Texas. Direct General, his insurance company, was very helpful in making the claim process as painless as possible. Marisa **, the agent with whom I was most in contact, was excellent in keeping me informed as to the process and progression of the claim. Now I have to work with the finance company and GAP insurance company. If they are as helpful and easy to work with as Direct General, then I will be a happy customer.
NASHVILLE, TENNESSEE -- I'm having serious issues with this company since September 27, 2015. My car flooded on that date. I reported the claim. They sent a rude adjuster out, Clifton **, who is not a certified mechanic. He told me the problem with my car was timing issues which was very untrue. Even I knew that and I'm certainly not a mechanic. The company was made aware on many occasions about his unprofessionalism but did not care. I took my car to the nearest Honda dealer, I left it there 7 whole days for the insurance company to go look at it and told them they said my engine is knocking due to the water damages. They sent no one out to look at it.
Rude Mr. ** called them and was very nasty with them over the phone. He called me a liar and the Honda dealer. The insurance company denied my claim at that point. Mr. ** never included in his report that the car was there. I had to tell them. Then they said my claim was back under review. The insurance company requested for me to take the car back and let the dealer tear it down, they was gonna send someone to look at it (they never did), and lied to me because no one never went to look at it. They denied my claim again.
I tried filing this claim through my extended warranty, Fidelity. They sent an adjuster to look at my car while it was still torn down. That adjust denied the claim due to water in the motor which caused the damages. Now my car has been at the Honda dealer, turned down for almost 25 days with an estimated total of $6800 to be fixed and I'm stuck with paying insurance and a car note with no car.
If this is unprofessional on behalf of this company, I don't know what is. I have all my proof including recordings of them telling me they would fix my car. Now I have to deal with legal proceedings to get my car fix which is an unknown amount of time. I would advise this company to not be allowed to sell insurance again as of today.
TAMPA, FLORIDA -- Their client hit me, almost flipped my truck and busted my rim and flatted my tire on top of other damages. Then the cowards runs with a bumper missing! A few days later, I heard he was caught and I could pick up police report to get info. So then I got the info of his insurance. I submitted a claim. They took days to estimate my damages and then tells me the customer had a different story and that he did not hit and run (mind you he went to jail). They told me their client told them no he didn't hit and run and it was my fault. I asked if I could fax the report they said no.
Days later, I called again and someone else told me yes I can fax it and I did and for three days straight. I called to make sure they got the fax and of course they said it's still processing. But then, I called the fourth day and the supervisor said if they didn't get it by now it's not coming. I emailed it to Stephanie ** and she forwarded it to Nia ** and of course he gave me the runaround and told me he had to call his client to confirm this. His client already lied about hit and run and it being my fault, so why would they call him and believe anything he has to say? They said looking at the pics they can tell it's his fault but did they send my check?? Nope!!!
I'm still waiting so far 3 weeks and nothing, no check, no status, nothing. Every day I call, I'm told it's still processing and no one knows anything there. I was told it's still pending police report (which it's not). I was told it's pending interview with their client (and it's not). I was told they are still reviewing police report (and it's not).
Moral of the story, I'm still driving on a spare tire and I can't ride on highways and if you get these crooks to be your insurance carrier then you suck, you should never put anyone under this stress. Their biggest mistake is not knowing my dad is the judge of civil lawsuits and he deals with these types of cases and he will make sure I get my money!!!
NASHVILLE, TENNESSEE -- I recently just started with them about a month ago. They already are canceling my policy, due to supposedly at fault accidents. I called the dept of Homeland Security to verify with them if I had any and they stated no. I called once again. Direct spoke to multiple reps and every single time the story changed. The last person I spoke to states that they are actually canceling my policy due to NOT AT fault accidents that THEY ARE at "high risk" having me with their company.
Therefore since I'm a safe driver, but have been hit in multiple occasions they don't want to take care of anything, or even be involved. So if you want a insurance company that does not or will not protect you at the time of an accident you came to the right place, because clearly THEY DON'T CARE ABOUT YOU!
On March 6, 2015, I was involved in a car accident with one of their policy holders. I contacted Direct General about the accident the same day. They did not contact me in regards to this matter. So I contacted them a month later to see what was going on and why haven't anyone from the insurance company called me. They gave me the person who was supposed to contact me, but never did.
The adjuster who contacted me wasn't showing any empathy at all. By having impact and damage to the front of my truck the transfer case went out and the truck was not driveable. I explained this to the adjuster in a so-called recorded conversation. They sent someone finally and he did even look under the car to check the transfer case. So, I contacted the adjuster again because it wasn't fixed. So I ended up eating the cost to that but here come the rental car issues.
Last week contacted them again in regards to reimbursement to me for the rental car. I had the rental car people fax over all rental agreement information and out of it I only received a check for $331.00 out $1400.00 was charge to my credit card for the length I had the rental. Today I called, and again spoke with the agent and was treated unfairly and derogatory remarks were said before they hung up in my face. This is the ABSOLUTE WORST insurance company to have and to have a collision their policy holder. Now, I will have to get a lawyer to retrieve the remaining of my funds so that I can pay the credit company.
NASHVILLE, TENNESSEE -- Beware... This is a horrible company. I had a simple claim. They had me send a video and pictures. Then I could never get anyone to return my call. Then I received a check in the mail for $1300. I thought that was not right, so I sent car to shop for estimate and it was $4200. After not being able to get a return call I contacted their VP of customer service. Initially he helped me, but then after re-evaluating the car they totaled it.
How does it go from $1,300 all the way to $12,800? It has been 9 weeks now and this still has not been finalized and I do not have a car (the rental ran out) and they are still charging me premiums. BTW now the VP of customer service is not returning my calls.