MyAccount FAQs

Looking to make changes to your policy, make a routine payment, or something else related to MyAccount and just don't know where to start? Look no further. We've answered some of the most frequently asked account questions below. If you still need assistance, please feel free to give us a call at 1-877-GO-DIRECT.

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Policy Help


Claim Help

How do I access MyAccount?
If you've already set up your online account, simply log into MyAccount with your username and password. If you are a new online user and have not set up your account yet, register with your policy number, last name and birth date and choose a username and password following the character requirements. Once logged in, use the left-side navigation menu to access each menu item.

Where in MyAccount can I find my policy information?
Select "Policy Information" from the left-hand navigation menu to review coverages, coverage limits, vehicles, drivers, and additional products like roadside assistance.

How do I access my proof of insurance?
Select "ID Cards" from the left-hand navigation menu in MyAccount to have your cards emailed, faxed, or mailed to you. Emailed or faxed ID cards typically arrive in less than 15 minutes. You can also find your proof of insurance card in your "Initial Policy Documents" under "Policy Information." Open it up to print and you're all set!

How do I make a payment?
Ready to pay your bill? Select "Billing and Payments" from the left-hand navigation menu in MyAccount to make a payment, view your previous payments, and add a payment method. If you prefer, give us a call at 1-877-463-4732, visit a store near you, Quick Pay without logging in, or download our mobile app. Have your policy number on hand to help submit your payment quicker.

Do I have to make separate payments for all my policies?
If you purchased multiple policies or products, you'll need to create a new account for each policy. Therefore, you will need to make separate payments in each account. Simply log into your accounts for each policy and select "Billing/Payments" to make your payment.

Why don't I see all my policies in my MyAccount?
We are happy to provide you with multiple products and services! If you have more than one policy with us, be sure to register each policy with a unique login to view each one. With separate accounts, you can easily manage each policy as needed!

How do I add or delete a vehicle on my policy?
It's easy to add or delete a vehicle on your existing policy. Click on "Change My Policy" from the left-hand menu in MyAccount. Then enter your request details to add or remove a vehicle along with the date you want the changes to apply. As always, feel free to give us a call at 1-877-463-4732 if you need help with your policy.

How do I renew my policy?
You cannot renew your policy from MyAccount at this time. However, you can give us a call at 1-877-463-4732 or visit a local store at your convenience to renew with one of our agents! 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. Renewal discount not available in VA.)

Where can I find my policy status?
You can find your policy status on your policy information card from the "Dashboard," or under "Policy Information." From there, you can see if your policy is active, expired, or canceled. For more information regarding your policy status or for questions on whether you have coverage under your insurance policy, please call us at 1-877-463-4732 to talk to a friendly agent. Please note that a payment made after a policy has cancelled or expired will not extend coverage.

How do I file an auto or life insurance claim?
Filing an auto or life Insurance claim is easy! When logged into MyAccount, select "Claims Center" from the left-hand navigation menu and then click "Report a Claim" to complete our convenient online claims reporting process. Or call 1-800-403-1077 to get started by phone. You can also get answers about a new or existing claim 24/7 via our virtual assistant or from a live agent Monday through Friday from 8 am to 8 pm EST. For all insurance claims, please report the accident as soon as possible.

How do I check on the status of my claim?
You can review a claim in progress or check the status of an existing claim in MyAccount by visiting the "Claims Center" from the left-hand navigation menu. You can also call your assigned claim representative directly Monday through Friday from 8 am to 5 pm local time via the phone number they provided to you. If you need their contact information, call us at 1-800-403-1077 or chat with our virtual assistant anytime.

Why do I sometimes get a message to call customer service?
There are certain changes that, at this time, can only be made through a customer service agent. Please call 1-877-463-4732 or visit one of our local stores to have a friendly agent assist you.

Can I change my policy in MyAccount?
Not all policies are eligible to be updated online. On most eligible policies, you can change some aspects of your policy such as the coverage limits, the name of the driver(s), and the vehicle information. Eligible policyholders can click on "Change My Policy" from the left-hand navigation menu to enter your request details.

How do I edit my vehicle usage?
Changes to your mileage must be made through a customer service agent. Please call 1-877-463-4732 or visit one of our local stores to have a friendly agent assist you.

How do I edit my lienholder?
You cannot edit your lienholder in MyAccount. Please call 1-877-463-4732 or visit one of our local stores to have a friendly agent assist you.