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FAQ

Frequently Asked Questions

Auto Insurance Questions & Answers

Don't see the answer to your question? Call one of our qualified Direct representatives at 1-877-GO-DIRECT (1-877-463-4732) for assistance.

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Coverage & Policy







Coverage & Policy

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What is the least expensive auto coverage I can get?

The lowest cost coverage you can get is determined by the deductible amount, specific coverage plan and the amount of financial protection you choose. And, remember, unlike other insurance companies, we offer flexible payment options to help you manage your monthly budget regardless of the coverage you select.

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Which coverage do I need by law?

Coverage limits do vary state by state. Regardless, we at Direct Auto always make sure you get the level of coverage required by law. Also, if you need to have Comprehensive and Collision or want other optional coverages, we can provide those as well.

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How much coverage will I need?

While we offer everything you'll need, the exact plan you choose depends on your personal needs and the amount you wish to spend. But a few things to consider as you make your decision: Who will be driving your vehicles? Are you currently making payments on your car or truck? If so, Comprehensive and Collision coverage might be required by your lender. They may also require you select a specific deductable.

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How do I know if I chose the right amount of coverage?

We will make sure you have the coverage required by law to drive, but if you feel unsure at any time during the quote process, we'll be happy to help you through it. Just call one of our experienced representatives at 1-877-GO-DIRECT (1-877-463-4732), and they'll walk you through any concerns you might have.

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What if I want to change my coverage plan later?

You can always add or subtract a car or driver from your policy or make changes to your auto policy coverages by speaking with one of our friendly representatives over the phone or in person at one of our local stores. They can also help you with any other changes at that time.

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Will I need a new policy for each driver or vehicle?

No. You may simply add them to your existing policy.

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How can I add/remove a driver?

It’s simple to add or remove a driver on your existing policy. Simply log in to your account with your policy number (if you’re registering for the first time) or with your User ID and password (if you’re a returning user). Click on "Change Policy" and then select "Drivers” to add or remove a driver.

You can also contact your local agent or Customer Service and they will be happy to help you with the change.

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Direct added a driver to my policy who does not live in my household. How do I get that person removed from my policy?

You should have received a letter from Direct explaining why the driver was added to your policy and instructions on how to remove or exclude the person if applicable. If you have the letter please fill out the information in the letter and return it to Direct via one of the options below:

Via email: DirectUW@directgeneral.com
Via Fax: 877-622-7338 Attn: Underwriting
Via Mail:
Direct General
Attn: Underwriting
1281 Murfreesboro Pike
Nashville, TN 37217

If you did not receive the letter from us or have questions, please contact your local agent or Customer Service and they will be happy to help you with the change.

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Why did my premiums go up after I purchased my policy?

Direct has at least 60 days to review your application and make appropriate adjustments based on our underwriting review. There are many reasons your premiums could go up. Did you disclose all of your accidents and violations? Did you receive a discount such as Prior Insurance or Homeowners? If so, did you provide the required documentation for the discount? Are there household members that were not disclosed? These are the most common reason for a premium increase after you submit your application. When this happens, we mail you a letter that explains the reason for the increase.

If you have questions about your premium, please contact your local agent or the Customer Service Center.

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What is a policy endorsement?

An endorsement is an amendment or rider to a policy that adjusts the coverage for the individual insured or otherwise changes the general contract terms. For instance, if you decide to add Comprehensive or Collision Coverage, or add or delete a vehicle or driver after your policy was bound, you, either directly online or through your insurance agent, would make an endorsement to your policy.

After the endorsement is made, you would receive a new "Amended Declarations Page" reflecting the change(s) made.

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What is a "Declarations Page?"

The Declaration Page shows the specific policy detail for the individual insured, such as: the name and address of the insurer, the Named Insured and producing agent; the policy period, the property (vehicles) insured; the coverages, deductibles and premiums charged; other drivers and excluded drivers; policy and endorsement forms that are applicable to the policy.

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Why did my premiums go up at renewal?

There are many reasons your premiums could go up at renewal. Sometimes insurance companies have to increase their rates due to market circumstances. Other factors might be unique to you, for example: Did you have any accidents or violations since your policy was taken out or since your last renewal? Did you add any additional vehicles or drivers? Did you change your limits or deductibles on your coverage? Did you move? These are the most common reasons for an increase in your premium from your prior policy term. If you have questions about your premiums, contact your local agent or the Customer Service Center.

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Why do I not receive any calls or emails from my agent when a change has been made to my policy that I did not make?

In certain circumstances, Direct could make a change to your policy (see: Why did my premiums go up after binding?). Any time a change is made by the company to your policy, a letter will be sent notifying you of the change and why the change was made. Once we receive the requested documents or information, your policy could be returned to its previous status.

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How do I cancel my policy?

There are several ways you can cancel your coverage. You can go into a local store and sign a cancellation request, or handwrite a statement. (The handwritten statement should include the policy number, full name, address, date of birth, the date you need the policy cancelled, and the policyholder’s signature.) You can fax this statement to 877-622-7338. Or you can request a cancellation online by emailing Customer Service. (The email should include an explanation of your request, the policy number, full name, address, date of birth, and the date you need the policy cancelled.) We will be glad to forward your request to the correct department for processing.

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How do I reinstate my policy?

If your policy has been cancelled for more than 30 days, you will not be eligible for reinstatement. You will have to apply for a new policy.

If your policy has been cancelled for fewer that 30 days, you may be eligible to request reinstatement of your policy. Log in to your account and select “Pay with Debit or Credit Card.” You will need your policy number and date of birth to access your policy information. You will be asked to complete a Statement of No Losses on which you must certify that you have not had any auto accidents since the date of cancellation. If you have had an auto accident, you are not eligible for reinstatement. You cannot complete the Statement of No Losses. Instead you will have to apply for a new policy.

If you have not had an auto accident, you can complete and E-sign the Statement of No Losses. You will be able to make the payment that is due once you have agreed to the Statement of No Losses. Keep in mind that the reinstatement process can take anywhere from 7 to 10 days to completed. Once the policy has been reinstated, there will not be a lapse in coverage; provided that your Statement of No Loss was truthful. Please note that if we find that the Statement of No Loss is false, we will not reinstate your policy without a lapse.

You can also contact your local agent or Customer Service and they will be happy to review your policy to see if you qualify to reinstate.

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How do I reinstate policy after cancellation for Proof of Residency?

You are eligible to request reinstatement without a lapse so as long your policy has been cancelled for fewer than 30 days and you have not had an automobile accident during the period that your policy was cancelled.
To request that we reinstate your policy, you will need to:

  1. Sign a no loss statement if you are able to truthfully do so; and
  2. Pay all monies owed to us as of the date you request reinstatement.

This can be done one of three ways:

  1. In-Person - Go to any of our Direct sales offices, kiosks, or partner locations and pay in person with a credit or debit card, check, cash or money order.
  2. Online - Use our easy online payment tool to pay online with a credit or debit card or electronic check.
  3. Call - Pay with a credit or debit card by calling 1-877-GO-DIRECT (1-877-463-4732).

The reinstatement process can take 7 to 10 days, and payment of the premium does not guarantee the reinstatement of the policy.
If your policy has been canceled for more than 30 days or if you had an auto accident during that time that your policy was canceled, you will have to apply for a new policy.

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How do I reinstate policy after cancellation for Non-Payment?

You are eligible to request reinstatement without a lapse so as long your policy has been cancelled for fewer than 30 days and you have not had an automobile accident during the period that your policy was cancelled.
To request that we reinstate your policy, you will need to:

  1. Sign a no loss statement if you are able to truthfully do so; and
  2. Pay all monies owed to us as of the date you request reinstatement.

This can be done one of three ways:

  1. In-Person - Go to any of our Direct sales offices, kiosks, or partner locations and pay in person with a credit or debit card, check, cash or money order.
  2. Online - Use our easy online payment tool to pay online with a credit or debit card or electronic check.
  3. Call - Pay with a credit or debit card by calling 1-877-GO-DIRECT (1-877-463-4732).

The reinstatement process can take 7 to 10 days, and payment of the premium does not guarantee the reinstatement of the policy.
If your policy has been canceled for more than 30 days or if you had an auto accident during that time that your policy was canceled, you will have to apply for a new policy.

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What are ancillaries?

“Ancillaries” or “Ancillary products” are optional products that our agents offer and are provided companies that are not affiliated with Direct. These are separate from your auto insurance policy but typically complement it. For example, Roadside Assistance, Travel Protection Plan and Auto Protection Plan are ancillary products we offer.

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How do I add an SR22/FR44 to my policy?

An SR22 or FR44 is a form of certification that your insurance company provides to the state verifying that your have an automobile insurance policy in force that meets the necessary requirements. Many states require us to submit the SR22 or FR44 record electronically although some still accept the paper form. You must specifically ask your agent for an SR22 or FR44 (or check the appropriate box when applying online). In many states, you must also pay us an additional filing fee.

In certain states, you must pay the premium in full so that the policy is not at risk for cancelling due to nonpayment. For example, if your case number starts with a "2" or "4" in Florida, or if the SR-22 is to be filed in Georgia, your policy must be paid in full. If you already have an active policy with Direct, the existing policy must be cancelled and a new one set up, which must be paid in full. You can do this one of two ways:

  1. In-Person: Get face-to-face help with a knowledgeable agent at your nearest store location.
  2. Call: 1-877-GO-DIRECT (1-877-463-4732) to talk with an agent over the phone.
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Do I qualify for a homeowner discount?

Check with your local agent or call 1-877-GO-DIRECT (1-877-463-4732) to see if our homeowner discount is offered in your state and if you would qualify. In order to receive the discount, you'll need to submit a declaration page from your home insurance, a copy of a recent coupon/mortgage statement, or recent tax records.

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What are the qualifications for the prior insurance discount?

Check with your local agent or call 1-877-GO-DIRECT (1-877-463-4732) to see if our prior insurance discount is offered in your state and if you would qualify. In order to receive the discount, you'll need to submit acceptable proof of prior insurance as outlined below:

  • A declaration page from the prior company showing at least 6 months of coverage and with an expiration date within seven days (before or after) of the effective date of your new Direct policy. If the expiration date on the declaration page is eight or more days from the effective date of your new Direct policy, you'll need to submit additional documentation in the form of:
    • A letter of experience from the prior company verifying the policy is still inforce
      OR
    • A cancellation notice showing the date the policy was cancelled.
  • A letter from the prior company verifying the policy was inforce at least six months and did not have a lapse of more than seven days.
  • A renewal quote of which the effective date must fall within seven days (before or after) the effective date of your new Direct policy.

A cancellation notice that shows at least six months of coverage and a cancellation date within seven days (before or after) the effective date of your new Direct policy.

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What documentation is needed to show proof of residency?

To show proof of residency, you will need one of the following:

  • A utility bill showing the address of the applicant-payor within 30 days of the term effective date
  • A valid, unexpired copy of the applicant's state driver's license showing the address of the applicant
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What is the grace period for renewals?

There is no grace period for renewals. If you are within 30 days of your policy expiration date, we can renew your policy so you can retain your current policy number, but you will have a lapse in coverage. Also, once your policy expires, the renewal offer we sent you is no longer valid and your price to renew could change.

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How is my rate determined?

There are a number of factors that go into calculating your rate for auto insurance: your coverage limits and deductibles, where you live, what kind of car you drive, how your car is used, who can drive your car, your household structure, as well as information from consumer reports like your credit, MVR's, and loss history.

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How can I update my lien holder information?

Call 1-877-GO-DIRECT (1-877-463-4732) and connect to the Verification Department.

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What is a Non-Owner's Policy?

A non-owner's car insurance policy typically provides financial responsibility coverage for an individual who does not own a car but operates a vehicle that is not owned by him or a family member or otherwise needs to have proof of financial responsibility. This type of policy usually doesn’t provide physical damage coverage.

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Can I get a discount on my auto insurance based on my place of employment?

We do offer a discount to employees of our Affinity Partners. Check with your local agent or call 1-877-GO-DIRECT (1-877-463-4732) to find out if your employer is an Affinity Partner. This discount is not available in all states.

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What discounts are available?

Direct offers several discounts, including a prior insurance discount, multi-product discount, multi-car discount, homeowner discount, good student discount, safe driver discount, affinity discount, and more. Not all discounts are offered in all states. Talk to your local agent or call 1-877-GO-DIRECT (1-877-463-4732) to find out what discounts are offered in your state and if you qualify.

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If my violations age over three years old in the middle of my policy term, will my premiums automatically be adjusted?

No, your premiums will be adjusted at your next renewal.

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How can I change the status of my accident from an at-fault-accident to a not-at-fault accident?

You can either submit (1) a police report indicating the accident is not at-fault or (2) proof the other insurance company paid the claim.

All request will be reviewed by Underwriting and/or Claims prior to a change being made.

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Payment

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How can I make a payment?

We give you many easy options. You can go to any of our Direct sales offices and pay in person with a credit or debit card, check, cash or money order. Alternately, you can pay with a credit/debit card either by calling 1-877-GO-DIRECT (1-877-463-4732) or using our easy online payment tool. And you can always use the payment coupons provided through our offices and mail a check to us.

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What happens if I miss a payment?

In the event that you miss a payment, we'll send you a notice and provide you additional time to make your payment. If you still are unable to make the payment due, we are required to cancel your coverage. However, in some cases we can reinstate your coverage, even after your policy cancels. Insurance cancellation procedures are governed by state law.

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What happens if I cancel my policy before it expires?

If you cancel your policy before it expires, we may be entitled to keep a percentage (typically 10%) of the unearned premium (UEP). This is often referred to as short rating. In states where short rating is not allowed, your UEP will be pro-rated. If you chose a payment plan, you may be subject to a cancellation fee if your policy cancels. Please call customer service or an agent for more information or if you have questions.

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Why is there a fee when I make a payment?

There are certain administrative and overhead costs associated with handling installment payments. (Examples include cost of materials for notices and receipts, equipment, postage, security, and additional labor for processing installments)

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Why can't I change the due date of my payment in the middle of the policy?

You can do this (if your first payment has not yet been made – generally the account has been in place less than 31 days). Your account must be current and pay any differences between the pay plans original down payment. Further, your payment can not be moved more than 31 days out without an additional payment due. Contact Customer Service for assistance.

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How can I stop recurring payments?

You can do this by sending an email to Customer Support. Explain your request in the email and include your auto policy number, full name, address, date of birth, and last 4 digits of the credit card or bank account number used to set up recurring payments. You need to allow 14 days for your request to be processed and completed. So please note that if you make a request to stop your recurring payment plan within 14 days of your next due date, that installment may still be automatically charged to/debited from your account.

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If a payment is made after I cancel my policy, will it be refunded?

If the payment has created a credit balance on your account, you will receive a refund.

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My payment is past due. How many days do I have before my policy cancels?

Grace periods before cancellations vary by state. The grace period will always be at least 11 days, in some case more. We will send a notice after a payment is due that gives these specifics. You can also contact your local agent or Customer Service to find out what your grace period is.

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If my policy is cancelled and I make my payment today, why are you telling me I must wait 7 to 10 days for my policy to be reinstated?

Unfortunately, not all policies are eligible for reinstatement once cancelled. There are many reasons why we may elect not to reinstate a policy and due to the number and complexity of those reasons, it takes time to research the facts and circumstances of each request for reinstatement. The 7 to 10 day period allows us the time to conduct that research. For example, we will do a claims review and if we find that a claim occurred during the time your policy was cancelled, your policy might not be reinstated.

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Will I receive a refund on my account if I cancel now?

Refunds depend upon a number of factors such as:

  • If you cancel your policy before it expires, we may be entitled to keep a percentage (typically 10%) of the unearned premium (UEP). This is often referred to as short rating. (In states where short rating is not allowed, your UEP will be pro-rated.)
  • Depending on the payment plan, you could be subject to a cancellation fee
  • Our low down payments and liberal installment terms can sometimes mean that no refund is due because the earned premium and other charges equals or exceeds the amount you have paid us.

If the credit for unearned premium is higher than the balance on your account, you will receive a refund.

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How quickly will I receive a refund after cancelling my policy?

If a refund is due, you will receive it within 30 days of the cancellation. To help prompt delivery, please make sure that your address that we have on file is current.

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Why did you deposit my NSF check again?

Our bank automatically re-deposits NSF checks because statistics show that redeposit of returned items reduces dishonored items by 50%. By obtaining a successful presentment we can help policyholders avoid nonpayment cancellations.

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Why hasn't my recurring payment been taken out of my account yet?

A recurring payment request takes up to at least 10 business days for processing.

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What happens if my down payment check bounces? (nonsufficient funds/NSF)

In all states, a policy will cancel flat (back to the effective date) upon the return of an NSF check with a few exceptions:

  • FL = Policy cancels flat and insured has 15 days from date NSF is booked and policy cancelled to replace.
  • LA = Policy cancels flat and insured has 10 days from date NSF is booked and policy is cancelled to replace.
  • MS = Policy cancels flat and insured has 10 days from date NSF is booked and policy is cancelled to replace.
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Customer Service & Account Help

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I had a really great experience in my local Direct Auto store! Can I leave a review for that agent or store?

Thank you! We strive to offer you the honest, sincere, and fair service you deserve at all times. To leave your local store or agent feedback, simple search for the store on our local pages and click on "Tell Us About Your Visit."

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I'm disappointed in my service. How can I get help with a complaint?

We're sorry that you did not receive the honest, sincere, and fair service you deserve. Please let us know how we can improve our service by leaving a detailed account of your complaint or suggestion in our review form. Provide your phone number or email and one of our account representatives will promptly follow-up with you.

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How do I change my address information?

You can change your contact information, re-print your policy documents, renew your policy, and even add a vehicle or driver by logging into your account. Login into your account now or click on "Your Account in the top right hand corner of this screen. As always, feel free to give us a call at 1-877-463-4732 if you need any help at all.

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How do I renew my policy?

You can renew your policy online by logging in to your account with your policy number (if you’re registering for the first time) or with your User ID (if you’re a returning user). Then select “Renew Policy,” from your available options. You can also give us a call at 1-877-463-4732 at your convenience! Keep in mind, you could qualify for a renewal discount of up to 20% on your insurance premium if you’ve had no policy lapse in the prior 12 months and you renew your policy within 7 to 10 days of the policy expiration date. (Renewal period varies by state and Renewal discount not available in VA.)

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How do I file an auto or life insurance claim?

Filing an auto or life insurance claim is easy, simply call 1-800-403-1077 and select option 1. Please report claims as soon as possible.

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How do I report a Roadside Assistance claim?

To report a Roadside Assistance claim, dial 1-877-GO-DIRECT and press 1 for existing customer with a claim and then press 1 again for Roadside Assistance.

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How do I check the status of my claim?

Give our claims team a call at 1-800-403-1077 and select option 0.

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I have been locked out of my online account. How do I reset or unlock it?

Because of our company’s privacy policy, we do not have access to our customers’ user ID, password, or security questions to reset or unlock an account. You may re-register by going to My Account, select “Register For Access, " and re-register by creating a new user ID, password, and security questions. This will allow you to log in to your account.

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How can I change my address online?

If your policy and billing accounts are current (i.e. it has not expired or canceled, or is pending a request for reinstatement), you may process this change directly through your online account. After logging in, go to “Account Summary” and click on” Change Policy.” From there, you can update this information under “Address Information.”

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Where do I find the E-Sign portal?

You can access the E-Sign portal in the header menu of our website, right above “Find a Store” or you can Access the E-Sign portal here.

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Where do I send my signed paperwork when I purchased my policy by phone?

Signed paperwork can be returned by:

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Do I have to be a customer to use the DirectDrive app?

No, anyone can use the DirectDrive App. Direct policyholders, however, have access to additional features of the DirectDrive App, including using the app to pay their Direct premium payments, and access their electronic insurance ID card.

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Why do you need my social security number for a quote?

We ask for your social security number so that we can provide the most accurate pricing possible by verifying your identity and obtaining your insurance score (which is partly based on your past credit history). This information is kept secure, and unlike other insurance companies, your credit history will not disqualify you for coverage.

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What is a Notice of Cancellation (NOC)?

If you are paying your premiums under an installment bill plan, a Notice of Cancellation (NOC) is the notice your insurance company will mail to you (and your lienholder if applicable) if your payment is not received by your due date. The NOC warns you that your policy will cancel on a specific date in the future (typically 10-15 days from the date the NOC is mailed) unless you make the required payment in time.

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What is Cancellation Confirmation Notice?

A Cancellation Confirmation is a notice that we mail to the you (and your lienholder if applicable) after your policy actually cancels.

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What is a Request for Reinstatement?

A Request for Reinstatement is the means by which a policyholder asks the insurance company to restore a cancelled policy without a lapse in coverage so that it will be as if the cancellation did not take place. Reinstatements are subject to terms, conditions, and approval and will only be considered if the policyholder can truthfully certify that s/he has had no accidents within the cancelled period and if s/he brings his/her account current.

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What is a Memorandum of Addendum?

A Memorandum of Addendum (“MOA”) is a document that shows a changes that have been made to the policyholder’s installment plan. This typically occurs if your policy is uprated during the underwriting period or after you have made an endorsement to your policy.

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What is a No Loss Statement?

No Loss Statement also known as a Statement of No Losses, is a document on which, you certify that you have not had an accident or loss during your cancel period. A truthful No Loss Statement is a condition precedent to granting a Request for Reinstatement.

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What is the difference in a Pro-Rate Cancellation and a Short-Rate Cancellation?

A Pro-Rate (or pro-rata) Cancellation is a non-penalty method of calculating the return premium. A Short-Rate Cancellation is a penalty method of calculating the return premium, which is typically 10% of the unearned premium.

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What is an Acquisition Charge?

An Acquisition Charge or “Set Up Fee” is a fee that an insurer is allowed to charge a policyholder who elects to pay his premiums in installments. The fee is intended to offset the additional costs associated with administering payment plans. This charge is fully earned and not refundable.

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