Frequently Asked Questions

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 some other insurance companies, we offer flexible payment options to help you manage your monthly budget regardless of the coverage you select.

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 coverage or want other optional coverages, we can provide those as well.

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 deductible.

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.

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. You may also log into MyAccount and select "Change My Policy" from the left-hand menu to add or remove a vehicle and driver.

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

It's easy to add or remove a driver on your existing policy. Simply call 1-877-463-4732 or visit your local agent. Eligible policyholders can also make these changes in MyAccount online. Register for MyAccount (if you're registering for the first time) or log in with your User ID and password (if you're a returning user). Click on "Change My Policy" and then add or remove a driver. Your local agent or customer service representative is happy to help with changes that may not be made online.

You should have received a letter from Direct Auto 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 Auto via one of the options below:

·       Fax to 877-849-9022 (Attn: Underwriting);

·       E-mail to: service@directauto.com; or

·       by regular mail to: P.O. Box 3199 Winston Salem, NC 27102-3199

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.

Direct Auto 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.

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.

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.

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.

In certain circumstances, Direct Auto 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.

There are several ways you can cancel your coverage. You can go into a local store and sign a cancellation request or call customer service at 877-463-4732. You can also handwrite a statement. (The handwritten statement should include the policy number, full name, address, date of birth, the date you need the policy canceled, 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 canceled.) We will be glad to forward your request to the correct department for processing.

If your policy has been canceled for longer than the state's reinstatement period, you will not be eligible for reinstatement. You will have to apply for a new policy.

If your policy has been canceled for less than this period of time, you may be eligible to request reinstatement of your policy. Log into your account or the mobile app to reinstate online. 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 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. 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.

You are eligible to request reinstatement without a lapse so as long your policy has been canceled for fewer than the required number of days and you have not had an automobile accident during the period that your policy was canceled.

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;
2. Pay all monies owed to us as of the date you request reinstatement; and
3. Provide proof of residency.

This can be done one of three ways:

1. In-Person - Go to any of our Direct Auto sales offices and pay in person with a credit or debit card, check, cash or money order.
2. Online - Pay online with a credit or debit card in MyAccount or the mobile app.
3. Call - Pay with a credit or debit card by calling1-877-GO-DIRECT (1-877-463-4732). 

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

If your policy has been canceled for more than the required number of 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.

You are eligible to request reinstatement without a lapse so as long your policy has been canceled for fewer than the required number of days and you have not had an automobile accident during the period that your policy was canceled.

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 Auto sales offices and pay in person with a credit or debit card, check, cash or money order.
2. Online - Pay online with a credit or debit card or electronic check in MyAccount. 
3. Call - Pay with a credit or debit card by calling 1-877-GO-DIRECT (1-877-463-4732). 

If your policy has been canceled for more than the required number of 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.

"Ancillaries " or "Ancillary products " are optional products that our agents offer and are provided by companies that are not affiliated with Direct Auto. 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.

An SR22 or FR44 is a form of certification that your insurance company provides to the state verifying that you 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 Auto, the existing policy must be canceled 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.

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.

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 Auto policy. If the expiration date on the declaration page is eight or more days from the effective date of your new Direct Auto 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 in force
    OR
  • A cancellation notice showing the date the policy was canceled.
• A letter from the prior company verifying the policy was in force 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 Auto 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 Auto policy.

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

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.

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.

Call 1-877-GO-DIRECT (1-877-463-4732) and customer service will be glad to help. You may also visit a local agent in your neighborhood for in-person assistance.

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.

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.

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.

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

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

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

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.

If you cancel your policy before it expires, we may be entitled to keep a percentage 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. This varies by state. Please call customer service or an agent for more information or if you have questions.

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)

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

You can remove AutoPay in MyAccount by selecting "Manage AutoPay" under "Billing/Payments" in the left-hand navigation menu. If you need assistance, you may also send 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.

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

Grace periods before cancellations vary by state. The grace period will always be at least 11 days, in some cases 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 rep to find out what your grace period is.

Unfortunately, not all policies are eligible for reinstatement once canceled. 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 canceled, your policy might not be reinstated.

Refunds depend upon a number of factors. Please contact your local agent or customer service rep for refund information.

If a refund is due, the date you will receive it from the cancellation date varies. However, to help prompt delivery, please make sure that your address that we have on file is current. For refund information, pease contact your local agent or customer service rep.

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.

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

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 canceled to replace.
• LA = Policy cancels flat and insured has 10 days from date NSF is booked and policy is canceled to replace.
• MS = Policy cancels flat and insured has 10 days from date NSF is booked and policy is canceled to replace.

• Check the declaration pages or paperwork you received when you first started your policy.
• If you provided an email address when you bought your policy, reference the confirmation or welcome emails you received from Direct Auto Insurance.
• Call 1-877-GO-DIRECT and our representatives can assist you.
• Talk with your local agent. They'll be able to look it up for you.

Signed paperwork can be returned by:

• Fax to 877-849-9022 (Attn: Underwriting);
• E-mail to: service@directauto.com; or
• by regular mail to: P.O. Box 3199 Winston Salem, NC 27102-3199