Complaints
Customer Complaints Summary
- 310 total complaints in the last 3 years.
- 66 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been in an accident and I was not at fault. I was put in contact with an Adjuster *******, on July 1st. I spoke to her once and have been ignored since filing my claim. It is now 11 days after the last communication I have had and now nothing. I have asked for an update on my car, I have asked her to send the letter of compliance to the *** so my license isn't suspended 5 days ago. No response. It is July 11th and I haven't had a response since July 1st. I would absolutely not recommend this company for insurance, they may be cheap but its because they dont take care of their customers.
Business Response
Date: 07/21/2025
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 her claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Our Company is not affiliated in any way with National General Insurance Company. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
Date:07/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
05/02/2025 my claim was approved but when telling my dealership my adjuster was not available to help me at all. ****** company has called the adjuster multiple times and no one answer. I have called multiple times no one answer. i wanted for almost two months for somebody to contact regarding this claim no one answer not the adjuster nor the appraiser. how you gonna approve me for a claim and not contact me i am beyond ****** and hope this company root in h*** I will be filing a lawsuit as my money has been wasted on this worthless company then my adjuster label my repair as i have been in an accident when I have not talking about if i run over anything it is an accident which i never heard before. I hope god get you this company real good because yall going to get yall real soon i will be praying for yall but i will be filing my lawsuit against this company have your lawyers ready.Business Response
Date: 07/21/2025
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 claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed his BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Our Company is not affiliated in any way with National General Insurance Company. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Customer Answer
Date: 07/21/2025
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
Date:07/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Scam company.This insurance company keep increasing the premium on monthly basis and send notifications that can not be read due to technical issues.There is no way to delete payment method. As of now, there is no way to log into my account to view another new invoice they send.Its a shame that esurance sold customers to this scamBusiness Response
Date: 07/21/2025
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 claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed his BBB Complaint against the wrong company. Many insurance companies in different states have similar names. Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of California (phone: ************ or email **************** at ***************************************************************************************************. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint Against: Direct Auto Insurance Claim Number: ********** Date of Incident: 06/29/2025 Policyholder: ******* ****** Complainant: **** ******** Amount Disputed: $640.92 Im filing this complaint against Direct Auto Insurance due to their mishandling of a liability claim involving their insured, which resulted in an unfair settlement offer based on false liability assumptions.On June 29, 2025, I was involved in a motor vehicle accident in a parking lot. I was driving straight through a clearly defined through lane when Direct Autos insured made a left turn from a parking isle and struck my drivers side door with the front end of their vehicle. I filed a claim through Direct Auto and provided the police report, which includes a statement from their insured admitting he didnt see me due to a blind spot.Despite this, Direct Auto refused to accept full liability. Instead, they offered to cover only 50% of the damages, claiming both parties failed to proceed with caution simply because the accident occurred in a parking lot. That reasoning is not supported by the police report, common traffic laws, or insurance liability standards. Being in a parking lot doesnt override right-of-way rules or absolve the turning driver from their responsibility to yield.I escalated the issue to a supervisor named ******, who stood by this position and stated no further offer would be made. I was never given a valid explanation or breakdown of how 50% liability was determined. It feels like they used the parking lot setting as a blanket excuse to underpay and close the claim.This is unprofessional and misleading, and I believe its a tactic to reduce payouts rather than a fair claims process. Im attaching the police report, their settlement letter, and the repair estimate to support my case.Business Response
Date: 07/21/2025
At the request of the Complainant, Direct Auto has reviewed its previous claims decision that both drivers were responsible for the underlying loss. Direct Auto has also reviewed that materials submitted with the Complainant's BBB Complaint. After reviewing its previous claims decision on this issue of liability and the materials submitted with the Complainant's BBB Complaint, Direct Auto stands by its prior claims decision and offer of 50% to the Complainant based on his comparative negligence for failing to keep a proper lookout and to use reasonable care and caution to avoid a collision.Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Policy Number ********** Policy cancelled on 07/01/2025 and received notice shortly after stating still owe $303.91 on policy had for 1 month. Received no written policy, nothing verbally about policy terms. I feel as if being taken advantage of due to fact new driver and young adult.Business Response
Date: 07/21/2025
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 her claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a claim on my new insurance and they have yet to pay the claim at the body shop. Also, I bought a new car and they have yet to add the new car to my insurance policy.Business Response
Date: 07/17/2025
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 her claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My insurance policy keeps raising monthly which is increasing my payment every month. Everytime I call to ask for answers I never get a response. I sit on hold for minutes to hours until the phone finally hangs up after waiting. My policy went from $3083, to $3221, to now $3333. Currently looking to switch companies as I feel I am being scammed. I do not recommend this insurance provider.Business Response
Date: 07/17/2025
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 her claim against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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.Customer Answer
Date: 07/18/2025
Complaint: 23555207
I am rejecting this response because: I have uploaded proof of increased payments and proof showing I was infact a customer. This goes to show you EXACTLY how they treat clients. They lie to not accept accountability. Please avoid this car insurance company at all cost. HORRIBLE COMPANY. 0/10 I would not recommend. Just do your research on them first and you will find countless complaints And issues
Sincerely,
****** ******Business Response
Date: 07/21/2025
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 claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed his BBB Complaint against the wrong company. The documents uploaded by the Complainant verify that she has filed her complaint against the wrong company. The claim number she cites is not a claim number issued by our company. And our company is not Direct National Insurance Company which is an affiliate of Allstate Insurance Company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Our Company is not affiliated in any way with National General Insurance Company. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
Date:07/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Starting my policy I was due to pay ****** which was fair given I had a ticket I was getting handled. The month after that it jumped to ~$300 I can't load it right now because the app won't work. But as of today I cancelled the insurance because it jumped again but this time to $586.59.All because other people who don't have access to my vehicles and have there own insurances live in the house hold that is just ridiculous. Not to mention every time I got an email saying my policy has changed I wasn't even able to login into my account I was able to log on for the first time yesterday July 1st.When I logged in it didn't even have any files to download or documents to view about any policy changes.Business Response
Date: 07/14/2025
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 claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed his BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Customer Answer
Date: 07/14/2025
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
Date:07/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold an insurance policy and told that it was full coverage and included uninsured motorist coverage medical liability all sorts of things and then I got into an accident where someone hit me from behind and they told me I only had property damage insurance.......Business Response
Date: 07/14/2025
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 claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed his or her BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
Date:07/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was set to purchase a vehicle from a local dealer and signed up with Direct Auto. I made the decision to switch out the vehicle for another I decided suited me better only to have the agent tell me that they did not offer policies to food delivery gig workers, which I was given no indication was an issue before signing the contract. When I requested a cancellation and refund, she stated that a $50 cancellation fee would be charged and an additional $60.53 for "services", whatever that represents. So in all, my refund of near $126 for the first months payment is $10. Horrific customer treatment for a simple error that could happen to many of us. Pure cutthroat robbery.Business Response
Date: 07/14/2025
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 claim or complaint against one of its policyholders. In short, it appears that the Complainant has filed his BBB Complaint against the wrong company. Many insurance companies in different states have similar names. 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 ***************************************************************************************************. Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.