Complaint Review: Direct General Auto Insurance

To whom it may concern BBB I am having a problem with my Auto Insurance company Direct Auto,

my Car was broken into Dec 06, 2019 my sun roof was cracked open and will not shut, the door panel clips were broken, and the panel was half way hanging the Drivers door was ajar.

A closed lock appeared on my dashboard, when I went to start the car, it did not crank, it just made and air noise.

At this time a police report was done, on Monday the 9th 2019 at this time I had the Chevrolet dealer come to my home and pick the car up for the repair work.

The next day I Contacted the Direct Auto to inform them that the car had been picked up by Gordon Chevrolet for repair.

At this time I found out my claim was under investigation, the investigators name is Karen Getz, she started questioning me about the claim.

She asked me who was in my household, I told her my Daughter, I gave her name and who her insurance company was

Then I was told why did I not add her to the policy when I got the Insurance?

I exclaimed to the investigator that she moved in to help me move out at this time I was relocating to a new home.

Karen began asking me dates for which my daughter moved in?

I thought this to be unusual for a claim.

I was questioned on why I changed my policy to full coverage in oct 2019? I was in an accident with a prior policy with this company, at this time I found out my car did not have full coverage, my car is still financed through Gm motors it should have had full coverage I was paying over 200.00 a month it was supposed to have had it,

Karen basically began to talk loud and not hear anything I had to say, she stated that the adjuster, went to the Chevrolet dealer where my car was, she said the adjuster told her my car looked like it had Not been driven for a while and it looked like someone had been doing work on it, she said the adjuster had to jump the car off to get it started, she stated that the adjuster told her I was having starter problems.

This is untrue, The Chevy dealer saw the lock on the dashboard and told me that someone had used a foreign object in the ignition causing the car to lock down, this is why my car wont crank, it has nothing to do with my Starter.

Karen stated to me what I said happened did not add up to what the adjuster saw. “Wow”

Karen from the beginning of the conversation I felt she was looking for a reason not to pay for the policy, by first attacking me on why my daughter was not on the policy

She began asking me about a prior policy with them, the one for which I was involved in a small fender bender, the accident for which I found at that time, that I did not have full coverage with this company.

I explained from the beginning, this was a financed car.

Everything the investigator Karen Getz asked for I sent her verification of.

1.  Pictures of car after the brake in

2.  The Date my daughter moved in,

3.   storage information,

4.  driver’s license showing address change,

5.   Proof of updated payment to Gm Finance

6.  I had to give them the name of the last place I had and oil change

7.   I had to send Karen the auto repair shop information, on the replacement of my transmission.

This company had no problem with excepting my 234.32 monthly payments, but they are not trying to pay for what happened to my car.

Karen stated she did not believe me and that my story did not add up, until they received all requested information.

They will not pay for the claim.

I sent in all requested docs. my car has been in the shop almost two weeks, I called this company after the required information was sent in and no response, No call back

Now my calls go directly to Karen’s voicemail

Looking at all the BBB reports, for 2019 alone is alarming

this company should be investigated for Fraud, and scamming Customer’s

This company is trying not to honor a valid claim, my car was broken into and they don’t want to honor the repair cost.