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MyDirect FAQS

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Introducing MetLife Auto & Home MyDirect

 

Vehicle Information

 

Enrollment and Eligibility

Driver Information

 

Coverages

Billing- General

 

Managing Your Account

Claims

 

Contact Us

 
 
 

Vehicle Information

 

The VIN is printed on the vehicle itself. The two most common places are on the driver's side dashboard (you can see it from the outside) and on the driver's side door jamb. Other places include on the steering column, radiator, engine block, and your vehicle title.

 

 

The "cost new" or original price of your vehicle is the value established by the manufacturer when the vehicle is first offered for sale. This value is used to establish the "vehicle symbol" needed to complete your quote. Please note that "cost new" is needed in absence of having the vehicle identification number (VIN). If you don't know the "cost new," you can obtain this information from various websites, including Kelley Blue Book (www.kbb.com).

 

 

Unlike a finance company or leasing company, this would be an individual or company that has no insurable interest in your vehicle but needs to be notified if the coverage on your vehicle is cancelled or if the vehicle is removed from the policy. Example - you are a Real Estate agent, and occasionally use your vehicle to take clients to visit homes. Your employer requires that you provide insurance information initially, and wants to be notified if you no longer have coverage on your business vehicle. You can add your employer as an "Other" interested party for the vehicle that you use for business.

 

 

A vehicle identification number, commonly abbreviated to VIN, is a unique 17-digit code including a serial number, used by the automotive industry to identify individual motor vehicles, towed vehicles, motorcycles, scooters and mopeds. By entering a complete 17-digit VIN, we can automatically validate the specifics of your vehicle and provide a more accurate car insurance quote, including any applicable discounts. At the time of purchase, a complete 17-digit VIN will be required.

 

 

For the state of Florida, CARCO pre-insurance inspections are required in Duval, Palm Beach, Broward, Dade, Orange, Hillsborough, and Pinellas counties, with a few exceptions. One of the exceptions applies to the purchase of a new, unused vehicle. If you purchased a brand new vehicle, you may not need to submit to a CARCO insurance inspection.

 

 

Interested parties, such as finance companies, receive notification when: any changes are made to policy coverages, if they are added or deleted, if the policy is cancelled or reinstated, or when the vehicle is deleted. Also, all claim payments will include the lease or finance company's name as payee.

Watch this video for an Auto Policy 101 on Cars under Lease or Loan

 

 

To expedite the process, we will search for the financial institution address and update your account with this required information.  However, if we cannot find the address, we will reach out to you for this information.

 

 

If your vehicle manufacturer included an anti-theft system in the vehicle at the time of production, then that information is included in the VIN and any applicable discount automatically added to your policy. However, if you added an anti-theft device after purchasing the vehicle, the following discounts are available (based on state availability):

Florida:

  • Anti-theft alarm - either activated by you or set automatically
  • Disabling device activated by you - requires a manual step to activate the device (e.g., remote)
  • Disabling device activated automatically - activates automatically when the ignition is turned off.
  • Electronic recovery device - approved recovery device that assists the police department in locating your lost vehicle.

Minnesota:

  • Anti-theft alarm or a device activated by you - requires a manual step to activate the device (e.g., remote).
  • Anti-theft device activated automatically - activates automatically when the ignition is turned off.

*OnStar does not qualify as an anti-theft device.

 

 

You may add a private passenger vehicle that is registered, co-titled or co-registered to you, your spouse, or your civil union partner, child or other relative permanently residing in your household. You may not add other types of vehicles, like trailers, antique or classic cars, motorcycles, motorhomes, recreational vehicles, golf carts, or campers.

 

 

Yes. Your insurance coverage is based on the state in which you primarily reside and use the vehicle, not the state in which the vehicle is registered. Registration requirements, however, are dictated by your state's legislature and should be complied with.

 

 

You can search for the nearest inspection site at www.carcogroup.com.

 

 

Once we receive the inspection information, we can add the coverage back to your vehicle for you, effective the date the inspection was completed. Just click on an option in the "Contact Us" section and send your request using one of the available options.

 

 

"Business use" means that you use your car for your job, such as driving to meet clients or driving to different office sites. It includes anything other than driving to a single place of work on a regular basis.

 

 

You should follow the registration rules established in your new state.

 

 

Click on the "Contact Us" section to let us know the date that you would like to have the vehicle deleted, and we will review the request. Additional information, including proof of transfer of ownership, may be required.

 

 

You may delete any vehicle from your policy. However, keep in mind that most states require us to report insurance information. If the vehicle is registered, your state may impose penalties if the liability insurance coverage were removed.

 

 

You may delete any vehicle from your policy for any length of time. However, keep in mind that we are required to report insurance information to most states. If the vehicle is registered, your state may impose penalties if the liability insurance coverage were removed. Also, your car would be uninsured for comprehensive losses, such as theft, which could happen from storage, even if you don't drive it.

 

 

Congratulations! Click on the "Contact Us" section to let us know and we can remove the finance company information from your policy.

 

 

Click on the "Contact Us" link to let us know and we can add your finance/leasing company's name and address to your policy. It will receive confirmation of coverage and other required notifications.

 

 

You can provide confirmation in multiple ways. First, make sure that the finance/leasing company is currently listed on your policy. If not, click on the "Contact Us" section and let us know the company name and address and we will add it.

You can provide confirmation to your company by accessing the "ID Cards and Documents" page and selecting the most current version of your declarations page in the "Policy Documents" section. You can download the PDF and send it to your financial institution.

 

 

If you have not yet registered the vehicle, the state may not accept the insurance information that we send for the vehicle. Most states will hold the information for 30 days, allowing for time to register.

 

 

In some states, the effective date of your insurance coverage on a vehicle must be the same date as the registration date. If you have already registered the vehicle, but added the vehicle to your policy on another date, the state may request that the effective date of coverage is changed. If you have not added the vehicle to your policy, click on the "Contact Us" section to let us know and we will let you know if we are able to add the vehicle to your policy effective on the registration date.

 

 

There are a few reasons why our system may not accept your VIN: Vehicle years of 1981 and older are not able to be placed on a MetLife Auto Standard policy sold through MetLife Auto & Home MyDirect; VIN’s cannot contain the letters ‘i’ or ‘o’. Please try using the number 1 or 0 (zero). Some newer model vehicles may not yet appear in our system. In these situations, enter the year, make, model and cost new to add your vehicle.

 

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Driver Information

 

The Good Student Discount is available to full-time students who are unmarried and between the ages of 16 and 24, attending high school (sophomore or higher grade),university, or an accredited vocational / technical institute. To qualify for this discount, the student must maintain at least a ‘B’ average or ‘3.0’ average.

Proof is required. Submitting the proof is easy. Simply take a photo of the report card or grade transcript, copy of the Dean's list, or Honor Roll (preceding semester) and upload to your account.

 

 

Arizona - This discount is available to drivers who are 55 years of age or older. The discount is valid for a period of three years, following the successful completion of a motor vehicle accident prevention course approved by the Department of Transportation, Motor Vehicle Division. Proof is required. Submitting the proof is easy. Simply take a photo of the certificate of completion and upload to your account.

Minnesota - This discount is available to drivers who are 55 years of age or older. The discount is valid for a period of three years, following the successful completion of a motor vehicle accident prevention course approved by the Commissioner of Public Safety. Proof is required. Submitting the proof is easy. Simply take a photo of the certificate of completion and upload to your account.

Florida - This discount is available to drivers for a period of three years, following the voluntary completion of a motor vehicle accident prevention course approved by the Department of Highway Safety and Motor Vehicles. This discount will no longer apply if the insured is convicted of or pleads guilty or nolo contendere to a moving traffic violation or is found at fault for an accident. Proof is required. Submitting the proof is easy. Simply take a photo of the certificate of completion and upload to your account.

Illinois - This discount is available to listed drivers who are 55 years of age or older. The discount is valid for a period of three years, following the successful completion of National Safety Council’s Defensive Driving Course, or a driving course by the Secretary of State that is as substantive as National Safety Council’s Defensive Driving Course’s eight hour classroom safety instruction program. * This discount will not apply if the insured has had a driver’s license revoked or suspended within the previous 36 months. Also, this discount will no longer apply if the driver is convicted of a moving traffic violation or is involved in a chargeable accident. The driver will be eligible for the time remaining on the discount upon maintaining a driving record free of all accidents and moving violations for one full year. Proof is required. Submitting the proof is easy. Simply take a photo of the certificate of completion and upload to your account.

Ohio - This discount is *available to drivers 60 years of age or older, for a period of three years, following the voluntary completion of a motor vehicle accident prevention course approved by the Ohio State Highway Patrol. *This discount will no longer apply, if during the experience period, the driver is convicted of or pleads guilty or nolo contendere to more than one moving traffic violation or is involved in an accident for which the insured is at fault. Proof is required! Submitting the proof is easy, simply take a photo of the certificate of completion and upload to your account.

Oregon -This discount is *available to drivers that are **55 years of age or older for a period of three years following the voluntary completion of an approved motor vehicle accident prevention course approved by Department of Highway Safety and Motor Vehicles.

*If the driver is 70 years old or older at the time of completing the course the discount will apply for a period of *two years.

** This discount will not apply if there are any persons under 25 years of age who regularly operate the vehicle, or will no longer apply if the driver is convicted of or pleads guilty or nolo contendere to a moving traffic violation or is involved in an accident for which the insured is at fault.

Also, a vehicle is not eligible to receive this discount if it is classified as being used for a business. Proof is required! Submitting the proof is easy, simply take a photo of the certificate of completion and upload to your account.

Utah - This discount is *available to listed drivers that are 55 years of age or older for a period of *three years, following the voluntary and successful completion of a motor vehicle accident prevention course which complies with statutory standards (Section 31A-19a-211, Utah Code) or is approved by the Department of Public Safety.

*This discount no longer applies if the insured is convicted of or pleads guilty or nolo contendere to a moving traffic violation for which points may be assessed against the named insured’s driver’s license, except for a violation of speeding on an interstate system in Utah at less than 71 MPH with no accident resulting. Proof is required! Submitting the proof is easy, simply take a photo of the certificate of completion and upload to your account.

 

 

An SR-22 filing is required by the state as proof of financial responsibility. The state will notify drivers if they are required to file an SR-22. One reason you might need this is if you were caught driving without insurance. You will be able to request an SR-22 from MetLife Auto & Home once you complete the purchase of your policy. Simply access your MyDirect account, click on an option in the Contact Us section, and send your request using one of the available options.

 

 

Proof is not required to remove the financial responsibility filing from your policy. Just click on the "Contact Us" section and send your request using one of the available options.

 

 

All licensed drivers in the household 15 years of age and older should be listed, as well as anyone operating your vehicle on a regular basis. Drivers with learning permits should not be added except in the states of KS, MT, ND and SD.

 

 

Due to potential coverage implications, we require that spouses and domestic partners be listed on auto policies.

 

 

If your roommate has his/her own vehicle and insurance , you do not need to list him/her on your policy. Otherwise, he/she should be added as a driver.

 

 

If any of the below criteria apply, then your child should remain on our policy.

  • They return home when school is not in session
  • They use your address as their home address, permanent address, or contact address
  • They use any vehicle titled to you

Leaving the driver on your policy will ensure that coverage is in place while they are driving any of your vehicles. They will also continue to have limited coverage benefits in situations such as borrowing or renting a vehicle, or being struck as a pedestrian. In addition, you could be held liable for any damages if your child is still a minor dependent.

 

 

If your ex-spouse no longer resides in the same residence as you, and the vehicles remaining on the policy are not titled or co-titled to him/her, you can remove them from your policy.

 

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Billing - General

 

Most refunds will be issued back to you electronically, using the method with which you made the payment. For example, if you made payments by credit card, the refund would be applied to the same credit card. Occasionally, we may need to mail you a refund check in lieu of sending your refund electronically.

 

 

You may pay with your checking/savings account, debit/credit card.

 

 

We accept MasterCard, Visa, Discover and American Express credit cards. We accept debit cards branded with MasterCard or Visa logos.

 

 

The frequency of your payments can vary based on the payment option you choose. If you are paying with your checking/savings account, you can chose from the following options: pay in full, monthly, twice per month, or every other week. If you are paying with a debit/credit card, you may chose to pay in full or monthly.

 

 

Your payment will be charged to your account on the day of the month that you specify.

 

 

Your first monthly payment will be charged to your account on the day of the month you specify, then a second time 15 days later. For example, if you selected the 10th of the month, your payment would be charged to your account on the 10th and the 25th of the month.

 

 

Your first monthly payment will be charged to your account on the day of the month you specify, then a second payment will be charged two weeks later on the same day of the week. For example, if you selected the 10th of the month, and that day was a Monday, your payment would be charged to your account that day and every other Monday after that.

 

 

An account is one or more policies associated with one customer.

 

 

Yes. To do this, go to the "Account Summary" page and select "Edit Billing." Please note that any changes to your payment option could impact the frequency of your billing.

 

 

A MetLife Auto & Home® associate must make this change. Just click on an option in the "Contact Us" section and send your request using one of the available options.

 

 

A MetLife Auto & Home associate must make this change. Just click on an option in the "Contact Us" section and send your request using one of the available options.

 

 

No. MyDirect was designed to be a digital experience, which includes automatic electronic payments. Automatic payments also help customers avoid a lapse in coverage and prevent uninsured driving.

 

 

No. Your current payment settings will automatically carry into the next term.

 

 

You can view your payment schedule on the "Billing Summary" page.

 

 

Payments are considered past due when we are unable to process your payment due to insufficient funds or inaccurate payment information (for example, an expired credit or debit card). If this happened, we would send you an e-mail that would direct you to make a one-time payment. Please note that there is typically a late fee charged depending on your state regulations.

 

 

No. However, if a late fee were charged, it would increase the amount of the current payment due. Also, depending on your payment frequency, you may be charged for more than one installment in an effort to get your policy back into good standing.

 

 

A late fee is charged when your insurance payment becomes past due. Late fee amounts vary by state.

 

 

A payment reversal fee may be charged when we were unable to process a previous payment due to insufficient funds or inaccurate payment information. Payment reversal fee amounts vary by state.

 

 

A catastrophe is an event (such as an earthquake) that causes many losses that can be linked to the same broader cause.

 

 

An earned premium is the portion of premium on a cancelled policy where coverage was available but payment had not been applied.

 

 

A payment schedule is a list of all recurring installments due within a policy term.

 

 

Payment frequency refers to how often automatic payments recur.

 

 

We can help you with that. Just click on an option in the "Contact Us" section and send your request using one of the available options.

 

 

Yes, you may make separate one-time payments at any time.

 

 

No. At this time, payroll deduction is not an available payment option for automobile policies issued through the MyDirect Auto platform.

 

 

All refunds will be held for a minimum of 10 calendar days by our processing systems from the date they are created. Typically, on the tenth day, the system initiates the refund through the bank. Please note, because the refund must pass through the banking channels, it may take up to 25 days to receive your refund.

 

 

No, paying the outstanding amount due will not automatically reinstate your policy. To reinstate, any outstanding amount due on your policy must be paid in full. Then contact us by logging in to your online account and select the ‘Live Chat’ or ‘Email Us’ option to request reinstatement and confirm you’ve had no losses since your cancellation date.

 

 

First, any outstanding amount due on your policy must be paid in full. Then contact us by logging in to your online account and select the ‘Live Chat’ or ‘Email Us’ option to request reinstatement and confirm you’ve had no losses since your cancellation date.

 

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Enrollment and Eligibility

 

This information is required in order to provide you with the most accurate comparative price and to help you avoid gaps in coverage from having chosen inadequate limits. It also helps us determine the comparable coverages for your quote. The information may be supplied from a 3rd party but can also be found within your existing insurance documents.

 

 

To protect you and avoid gaps in coverage, we have established the following effective date rules:

  • For immediate coverage, your policy start date can be as soon as the day after your quote date (e.g., quote date 1/1/15; start date is 1/2/15)
  • In order to avoid any gaps in coverage, your new policy start date should match up to your current policy's expiration date, if you have one. This date must be a date in the future.
  • Your policy start date cannot be beyond 60 days in the future.
 

 

Your social security number will be used to verify your eligibility with your employer.

 

 

We request your e-mail address so we can send you confirmation of your online quote. If you choose to purchase a policy from us, we will use this e-mail address to communicate with you. The e-mail address you provide will be kept confidential, secure, and will not be sold nor redistributed.

 

 

Our premiums are based, in part, on driving history, which is verified through our third party sources. Any additional tickets or accidents may have an impact to the final price.

 

 

Acknowledgement that you have read and agree with this policy is required in order to proceed with your online quote. If you do not wish to continue with your online quote and want to speak with one of our sales agents, you may contact us at 1-888-332-0460.

 

 

All insurance companies set their standards for eligible customers based on certain risk levels. Common risk criteria includes driving and claim history and vehicle characteristics. This eligibility criteria can vary from company to company. If your risk characteristics exceed company guidelines, you are not eligible for a policy through MyDirect.

 

 

You may be eligible for additional discounts because of your membership to certain associations or groups.

 

 

We use information provided by consumer reporting agencies including your driving record, claims history and credit report. Otherwise, your social security number may be used to confirm your eligibility with your employer.

 

 

Yes, if you are receiving a discount associated with your employment, then you will lose this discount if you leave your employer.

 

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Coverages

 

Yes! You may add Towing and Labor Coverage, under which roadside assistance is provided, to any vehicle on your policy. Just click on the "Edit Coverages" link on your "Account Summary" page, and add the coverage to any vehicle listed.

 

 

Yes! You can add Lease/Loan Gap Coverage to your policy, if the following criteria are met: your vehicle was made within the past 3 model years, finance company or leasing company information is included for the vehicle, and the vehicle has both collision and comprehensive coverage.

Coverage can be added by clicking on the "Edit Coverages" link on your "Account Summary" page.

 

 

If your vehicle is no longer financed or leased, there may be no requirements to carry collision or comprehensive coverage, nor to maintain higher liability limits. (You should still maintain at least the minimum liability limits required by your state). However, always consider what coverage would be best for you before reducing or deleting coverage.

 

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Managing Your Account

 

For the purpose of a new policy quote, all we need is your home address. If you would like to update your mailing address on an issued policy, access your MyDirect account, click on an option in the Contact Us section, and send your request using one of the available options.

 

 

We take security seriously. That is why this site uses a secure server. Plus your data is encrypted to help further safeguard information provided. The security and confidentiality of your information is extremely important to us. That’s why we have technical, administrative, and physical security measures in place to protect your personal information from unauthorized access and improper use. For example, the areas of our website that enable or require you to submit personal information online use encryption to protect that information. We also review our security procedures periodically to consider appropriate new technology and updated methods. But, despite our reasonable efforts, no security measure is ever perfect or impenetrable.

 

 

MyDirect (SM) is a digital platform through which you bought your policy. It includes several self-service features. This includes e-mailing your insurance documents, as well as the use of digital signatures on required forms. If you do not consent to electronic records and the use of an electronic signature, you will not be able to purchase a policy through MyDirect.

 

 

A Secondary Named Insured has the same rights and responsibilities as the main policyholder. Secondary Named Insured can authorize policy changes and verify claim details, and are listed on claim checks.

 

 

MyDirect is an entirely digital purchase and servicing insurance experience. Therefore, any forms are required to be signed electronically. If you are unable or do not want to electronically sign these documents, you will not be able to quote or purchase a policy through MyDirect.

 

 

Proof can be e-mailed to:
mydirectcustomersupport@metlife.com

You can also mail the documents to the address below:
MetLife Auto & Home(R)
PO Box 6060
Scranton PA 18505-6060

*Make sure to include your policy number in the subject line of the e-mail, or on each page that is mailed. Please allow an additional 14 days processing time for mailed items.

 

 

Your online account gives you access to all of your policy information, including coverage limits and which vehicles and drivers are covered. You can process changes to your policy, receive answers to frequently asked questions, and communicate with us via e-mail or chat session. You must set up your online account in order to access all of your necessary policy documents, including your declarations page and vehicle ID cards.

 

 

Click on the "Contact Us" section and let us know the situation and we'll write you a new policy that meets the requirements of your new state.

 

 

No - we'll notify you that an e-mail was unsuccessful via text message and by special messaging on the "Account Summary" page. To review any documents that may have been sent recently, click on the 'ID Cards and Documents' link at the "Account Summary" page.

Watch this video for instructions on how to access documents and ID cards online

 

 

MyDirect was designed to be a digital experience. All documents will be sent electronically (some exceptions and restrictions apply).

 

 

Policies purchased through MyDirect were designed to be a self-service experience. If you would prefer to work with an agent, we would be happy to discuss our other auto products available.

To find a local agent, go to www.metlife.com and click on the 'Find a MetLife Office' link.

You can also call 1-800-422-4272 and speak to a representative.

 

 

The reason an e-mail was not delivered can vary based on your e-mail provider. Some common reasons:

  • Your e-mail inbox was full.
  • Your filter settings may flag the e-mail as junk or spam. Check the level of junk/spam e-mail protection in your e-mail preference center.
  • Your firewall may block the e-mail. Make sure that you add us to your "Safe Senders" list and/or your address book.
 

 

Check your spam or junk folders. If you find them in one of these folders, follow the process specific to your e-mail provider to add MetLife Auto & Home as an acceptable sender.

 

 

Please contact us by logging in to your online account and select the ‘Live Chat’ or ‘Email Us’ option to request cancellation. If emailing, please include the effective date for the cancellation.

 

 

Coverage will end at 12:01 a.m. on the date that you request.

 

 

Just click on the "Contact Us" section and send your request using one of the available options.

 

 

MetLife Auto & Home will not charge a fee for cancelling a policy.

 

 

Just click on the "Contact Us" section and send your request using one of the available options. We'll review your policy to determine if it's possible to correct your effective date.

 

 

  1. You will be asked to agree to the use of electronic records and signatures in the REQUEST FOR SIGNATURE pop-up. Click REVIEW DOCUMENT to continue. If you do not agree to the use of electronic records and signatures, you will be unable to proceed.
  2. The window that appears will display the documents requiring your acknowledgement, signature or initials. Click START.
  3. You will be prompted to adopt your signature. Complete the information requested and select a style as needed. Click ADOPT AND SIGN.
  4. You will need to sign each document presented to you individually in order for the signature transaction to be successfully completed.

Don't forget to click CONFIRM SIGNING to save!

 

 

Please ensure that your device meets these minimum standards for electronic signature: Screen resolution: [add bullet] 1024 x 768 minimum [add bullet] Supported browsers include: Chrome (40+), Firefox (35+), Internet Explorer (9+), Safari (7+) [add bullet] Supported operating systems include: Windows XP, Windows Vista, Windows 7 & 8 and MAC OS-X .

 

 

Please ensure your device meets these minimum standards: Screen resolution: 1024 x 768 minimum; Supported browsers include: Chrome (40+), Firefox (35+), Internet Explorer (9+), Safari (7+); Supported operating systems include: Windows XP, Windows Vista, Windows 7 & 8 , and MAC OS-X.

 

 

Once you reach a certain point within the quote process, you will be unable to return to a prior page. You have the option to finish the quote and then make changes after the policy is issued, or you can start a new quote.

 

 

No, we will automatically renew your policy as long as your premium is paid to date. However, if you don’t want your policy to renew, please contact us by logging in to your online account and select the ‘Live Chat’ or ‘Email Us’ option to request cancellation.

 

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Claims

 

We're sorry you are having difficulty with your claim entry. We are happy to assist. Please call us at 1-800-854-6011 and we will help you file your claim.

 

 

Per the terms of your policy, you must notify us promptly of any incident regarding the property we insure. Prompt reporting of your claim allows us the opportunity to investigate the details and protect you. For your reference, your policy states the following: "You or someone on your behalf must notify us as soon as possible of any loss. We may require notification in writing. The notification should include as many details as possible, including:

  1. the names and addresses of drivers, injured persons and witnesses;
  2. the time and place of the loss; and
  3. all details and circumstances of the loss."

Watch this video for instructions on how to file a claim online

 

 

Your policy may include coverage for emergencies such as this if you carry optional towing reimbursement coverage on your policy. Simply report a new claim and select 'Reimbursement for towing or roadside service' as the loss type, then follow instructions on how to send your bill in for review and potential reimbursement. However, if the tow was due to an auto accident or comprehensive claim you do not need to carry optional towing reimbursement on your policy, and you do not need to file a separate tow claim. Simply submit your bill under your collision or comprehensive auto claim.

Watch this video for instructions on how to file a claim online

 

 

Since the tow was due to an auto accident, you do not need to file a separate tow claim if you carry the appropriate collision or comprehensive coverage. Simply submit your bill under your auto claim. If you do not carry the collision or comprehensive damage on your policy that would typically cover your claim, but you do carry optional towing reimbursement coverage, you can submit the claim by filing a claim online under the towing reimbursement loss type.

 

 

You may continue filing a claim online even if you are missing all the details or supporting documents. Your claims consultant will contact you to obtain more details following your claim submission.

 

 

Go ahead and report the claim, using the 'Other' field for the vehicle involved. After we receive your report, your Claims Consultant will review your policy for available coverage and contact you with more information. We will need to secure a copy of the bill of sale or invoice to validate the date of purchase. In many situations, there is a grace period for adding new vehicles.

 

 

Filing a claim will not necessarily result in increased rates. Several factors are considered when rating your policy (including your driving record, claim history, claim payments, etc.). If your rate is affected as a result of this claim, you will receive notification of your new policy and policy premium approximately 30 days prior to your renewal date. If you have questions at that time, you may reach out to us in the "Contact Us" section to identify the reasons for the changes to your policy.

 

 

Yes, you may choose not to proceed with your Collision or Comprehensive claim. However, if you are responsible for damage to another person's property, your claim will remain open pending final resolution. After we finish the investigation, payment may be made to the third party for their damaged property, depending on state regulatory requirements and liability laws.

 

 

Your deductible represents a shared risk between you and MetLife; it is an amount you agreed to be financially responsible for at the time you purchased your policy. After an accident, your deductible will be "deducted" from your estimate or from any payment made to you under applicable coverage. For example, if the damage to your car is $7500 and your "Collision" deductible is $500, MetLife will pay you $7000. You will only be financially responsible for the other $500 at the time of repair.

 

 

Regardless of fault, you agree to be financially responsible for your deductible. However, if the facts gathered during the investigation of your claim indicate you are not at fault for the accident, we will attempt to recover all damages paid (including your deductible) from the at-fault party (if known). If we collect your deductible we will return it to you. If we are not successful in recovering your damages, you may attempt recovery on your own. 

 

 

Reporting your accident to police and filing an accident report is typically required by law whenever there are damages (to property or people). If you are not certain whether or not your loss should be reported to police, contact your local police department (do not dial 911) and inquire directly with them.

 

 

Coverage for your rental car is subject to your daily and/or per claim limit. For example: if you've purchased "substitute transportation" coverage for $40 per day/$1200 per claim, MetLife will pay up to $40 per day, not to exceed $1200 per claim. The cost of gas, mileage, or additional coverage is not covered. If you are in an accident where someone else is at fault, and you do not carry substitute transportation insurance with us, you typically can present a claim to the other party's insurance company or independent party for out of pocket expenses incurred.

 

 

Yes, if you make a mistake, that's not a problem. Simply navigate back to the prior page using the backward arrow on the upper left corner of the page.

 

 

While scene photos are very helpful in a claims investigation, there is no need to return to the scene to take photos. Your Claim Consultant will utilize other investigative tools to help obtain scene photos and other pertinent evidence.

 

 

Yes. You may file a claim if you were an injured passenger in a vehicle you do not own. Your Claims Consultant will review your policy for coverage and explain the claim process to you.

Watch this video for instructions on how to file a claim online

 

 

Yes, per the terms of your policy, you must notify us promptly of any damage to the property we insure. While you may not know who is responsible for the damage to your vehicle, it is important to report all losses to us so that we can properly investigate the claim to protect you.

Watch this video for instructions on how to file a claim online

 

 

When you file your claim, be sure to identify the person who was driving. After we receive your claim report, your Claim Consultant will review your policy for available coverage and contact you and potentially the driver for more claim detail. We will then notify you if there is a coverage issue.

 

 

A vehicle is generally considered a "total loss" when the damage is too extensive to allow for safe repair, the cost to repair exceeds the value of the car, or the damage is so severe that state regulations mandate declaring the vehicle a total loss. Your Claim Consultant will notify you as soon as possible if we deem your vehicle a total loss.

 

 

If you believe your vehicle is a total loss and is incurring charges at a storage facility, we want to help you move it to a safe, storage free lot as soon as possible to protect you from unnecessary out of pocket expenses. Please contact your Claim Consultant after you file your claim and provide the location of the vehicle to get the process started. You should also gather your personal belongings from your vehicle, and provide a verbal or written release of the vehicle to MetLife Auto & Home so that we can move the vehicle after we speak with you. Important: If you do not have Collision or Comprehensive coverage you must arrange to move your vehicle from the storage facility (or dispose of your vehicle) at your own expense. Doing so promptly may help you minimize out of pocket expenses. Your Claim Consultant can assist you with this.

 

 

If your vehicle is stolen and not recovered by the police after a reasonable time, we will consider your vehicle a total loss. This includes utilizing available supports/market data to determine the value of your car and contacting you with an offer. We will determine the value of your vehicle using market data and contact you with an offer.

 

 

If your vehicle was towed from the scene you should make immediate arrangements to move your vehicle to a repair facility (if repairable) or contact MetLife to assist you in moving your vehicle to a non-storage facility (if totaled) in order to prevent/minimize out of pocket expenses. If you carry the applicable comprehensive or collision coverage on your vehicle and you don't know if your vehicle is totaled, your Claim Consultant will assist you. If you do not have Collision coverage and you suspect your vehicle is totaled, you must make arrangements, at your expense, to move or dispose of your vehicle in order to prevent/minimize out of pocket expenses (including storage bills). Be sure to gather your personal belongings (including your plates where permitted by state).

 

 

If your vehicle was towed from the scene, be sure to contact your Claims Consultant immediately. If the police were at the scene and ordered the tow, you can contact them for assistance in locating your vehicle using the local non-emergency police department number. You may have also received a tow slip at the scene to help you identify the responding tow company, if so, they should be able to help you locate your car.

 

 

If you carry optional rental coverage (aka substitute transportation coverage) on your policy, MetLife Auto & Home is happy to assist you in obtaining a rental car while your car is being repaired. Once you submit your claim on the MyDirect website, your Claim Consultant can help you with reserving a rental car.

 

 

Equipment failure is generally characterized as equipment that stops working or stops working appropriately. Examples include engine failure or misfire, circuit, or brake failure, etc. If you suspect equipment failure you should note this when reporting your claim so that we can properly investigate the cause.

 

 

If you carry optional rental car reimbursement (aka substitute transportation coverage) and choose not to rent a car opting for an alternative form of transportation (such as trains, buses, taxi cabs) you may submit your receipt for reimbursement. Substitute transportation reimbursement is subject to your daily and/or per claim limit. For example: if you've purchased "substitute transportation" coverage for $40 per day/$1200 per claim, MetLife Auto & Home will pay up to $40 per day, not to exceed $1200 per claim for the expenses you incur while using public transportation if adequately documented.

 

 

Most personal property is not covered under your personal auto policy. However, if you are not "at-fault" for the accident and know who is, you may be able to file a claim under their personal auto policy.

 

 

Because each claim is unique, the length of time it takes to resolve each claim may vary. However, our Claim Consultants are experienced professionals who will work with you to expedite your claim and have it resolved efficiently. You can help by providing us with as much information as possible about the accident when filing your claim on the MyDirect website.

 

 

You should always bring your estimate to your repair facility for review. We will work with your repair facility to resolve any differences in our estimates. It is our commitment to put your vehicle back to the condition it was in prior to the loss and we will work with your chosen repair facility to do so.

 

 

Due to possible hidden damage and potential safety concerns, it is always best to repair your car following a Collision. However, as the owner of the vehicle, you may choose not to. When making your decision consider whether or not you have a lienholder on your car. Most lienholders require you to maintain the condition of the car and make immediate repairs after a collision. Also consider the safety of your car after an impact. Finally, if you choose not to repair your vehicle, please remember that future claims with damage to the same area may be compromised; including denial of the claim or depreciation of the value.

 

 

Be sure to notify your Claim Consultant immediately upon notice of recovery by the police. Your Claim Consultant will arrange to have the vehicle inspected for damage and expedite the processing of your claim. If we have already paid for the total loss of your vehicle we will not typically return the vehicle to you and you will not be responsible for returning the total loss settlement to us.

 

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