Direct Auto Insurance Company review: Terrible communication

At our repair facility, we previously worked with a client insured through this company, whose vehicle was under our care for repairs. Throughout the claims process, communication with the provider was extremely challenging. Phone calls frequently went unanswered, and despite multiple voicemails left over an extended period, we often received no return calls. This made even the initial stages of securing payment unnecessarily difficult.

The initial payment was hard to collect, and obtaining supplemental funds for unquoted repairs proved even more complicated. Despite submitting invoices, reaching out to all required parties, and the client personally delivering documentation to their insurance carrier, the remaining balance was not paid for nearly five months.

During this time, the company repeatedly claimed to have no knowledge or record of requested supplements, and communication efforts were routinely dismissed or ignored. Ultimately, we were forced to notify them that we would take ownership of the vehicle due to non-payment, as the outstanding balance could not remain unresolved indefinitely. No repair business should have to resort to such measures to receive payment for completed work.

Based on this experience, we will not be accepting future claims from this insurance provider. We strongly recommend that customers review alternative options, and that other repair shops proceed with caution, as securing compensation from this company may be significantly delayed and difficult.