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.
What does "cost new" mean?
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).
What is an "other Interested Party"?
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.
What is a VIN and how is it used?
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.
What information does the financial institution or leasing company receive when listed?
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.
What would happen if you couldn't find my finance / leasing company's address based on the company's name entered?
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.
What are the different types of anti-theft devices that provide a discount for being installed on my vehicle?
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):
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.
What types of vehicles may I add to my policy?
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.
If my collision and comprehensive coverages were deleted and I got my vehicle inspected, could I reinstate or re-add the coverage to my policy?
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.
What does "business use" mean?
"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.
Do I need to change my vehicle registration if I've moved to a different state?
You should follow the registration rules established in your new state.
May I change the deletion date of my vehicle to match the date that it was sold?
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.
May I delete a vehicle if it's not drivable, but is still registered and titled to me?
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.
May I insure my vehicle in the spring, summer and fall months and then delete it during the winter months when it is in storage?
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.
I've paid off the loan on my vehicle - how do I remove my finance company information?
Congratulations! Click on the "Contact Us" section to let us know and we can remove the finance company information from your policy.
How do I add my finance/leasing company to my 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.
How do I send my finance/leasing company confirmation of coverage on my vehicle?
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.
I've already registered my vehicle with the state, but am just now adding the vehicle to my policy. Will this be a problem?
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.
Your system will not accept my vehicle identification number (VIN)
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.
If my state requires insurance to be electronically reported to the DMV, what type of information may I need to provide?
In most situations (example: vehicle changes, policy renewal, policy cancellation), our system will automatically notify the DMV in states which require liability information to be reported. There may be situations where you receive correspondence from your state requesting verification of insurance coverage. Some states have random verifications or require you to provide verification due to a suspension, accident, if they’ve received notice that insurance has been cancelled or if there is a lapse in coverage. Please review the correspondence you receive from the state. In addition to completing any state required paperwork, you may need to correct a vehicle VIN number or correct other policy information for the company to successfully report your information. In Maryland, an FR19 must be completed to resolve a suspension. When contacting us, be sure to include the case number provided on your paperwork. In South Carolina, insureds may receive DMV notices for a FR4 Cancellation Notice, FR31 Random Verification, FR10 Accident Report or FR5 Response to Accident. When contacting us, please be sure to have the reference number from your DMV correspondence. For FR10 and FR5 notices, be sure to have your audit/reference number and the accident date.
How do I know if a driver qualifies for the Good Student Discount?
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.
Does my state have special requirements for the Accident Prevention Course Discount?
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.
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.
** 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.
Do I need to submit anything to MetLife Auto & Home in order to remove the financial responsibility filing on my policy?
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.
Who should be listed as a driver on my policy?
All licensed drivers in the household should be listed, as well as anyone operating your vehicle on a regular basis. Drivers with learning permits should not be added.
Why do I need to add my spouse or domestic partner if he/she has other insurance?
Due to potential coverage implications, we require that spouses and domestic partners be listed on auto policies.
Do I need to add my roommate to my policy?
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.
Should I remove my child as a driver who is away at school?
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.
I'm divorced. Can I remove my ex-spouse from my policy?
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.
If I am owed a refund, how would that be sent to me?
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.
How may I pay for my insurance policy?
You may pay with your checking/savings account, debit/credit card.
Which credit card(s) or debit card(s) may I use?
We accept MasterCard, Visa, Discover and American Express credit cards. We accept debit cards branded with MasterCard or Visa logos.
How often will I be charged?
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 or monthly. If you are paying with a debit/credit card, you may choose to pay in full, monthly or twice per month. Use of credit/debit card is optional. The same insurance is available regardless of the method of payment. Payments may be made by cash, check, or by credit/debit card, except in those cases where electronic payments are required, such as for policies purchased on MetLife Auto & Home MyDirectSM.
How does the monthly payment option work?
Your payment will be charged to your account on the day of the month that you specify.
How does the twice per month payment option work?
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.
How does the every other week payment option work?
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.
What does the term "account" mean?
An account is one or more policies associated with one customer.
May I change my payment method?
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 and the amount of your bill.
Why can't I change my payment method to pay in full?
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.
I have opted to pay in full but want to change to a different method. Why can't I do this?
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.
May I stop automatic payments?
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.
Do I need to update my payment settings when my policy renews?
No. Your current payment settings will automatically carry into the next term.
Where can I find details about my payment schedule?
You can view your payment schedule on the ‘Billing Summary’ page. Select ‘Payments’ at the top of the page. Scroll down and then click on the ‘View More’ option to see payment schedule details.
What if my insurance payment became past due?
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.
Would a late payment increase the amount due for future payments?
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.
Why was I charged a late fee?
A late fee is charged when your insurance payment becomes past due. Late fee amounts vary by state.
What is a payment reversal fee?
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.
What does the term 'catastrophe' mean?
A catastrophe is an event (such as an earthquake) that causes many losses that can be linked to the same broader cause.
What does the term 'earned premium' mean?
Earned premium is outstanding premium from a cancelled policy where coverage was provided, but payment had not been collected.
What does the term 'payment schedule' mean?
A payment schedule is a list of all recurring installments due within a policy term.
What does the term 'payment frequency' mean?
Payment frequency refers to how often automatic payments recur.
How do I change the date when my automatic payments will occur?
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.
May I make additional electronic payments beyond the required payment schedule I've selected?
Yes, you may make separate one-time payments at any time. To make a one-time payment, go to your on-line account and select ‘Make a Payment’.
Is payroll deduction available for automobile policies on MyDirect Auto?
No. At this time, payroll deduction is not an available payment option for automobile policies issued through the MyDirect Auto platform.
What is the expected time frame of my refund?
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.
I am using Internet Explorer and am unable to make a payment?
If you are using IE7 or IE8, you will need to update your Internet Explorer version in order to make a payment. You can download the latest version of Internet Explorer at: Microsoft.com/windows/internet-explorer
My payment through my credit card did not go through. What could cause it not to be successful?
The information listed with your card issuer may not match exactly with how you entered your information on your policy (for example name and address). If the information does not match, the payment may be declined. Also, if your card number or expiration date has changed, it must be updated in our records for the payment to be successful.
I am unable to submit my claim due to system issues.
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.
Should I report my claim even if I have damage below my deductible or don't plan to make a 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:
the names and addresses of drivers, injured persons and witnesses;
the time and place of the loss; and
all details and circumstances of the loss."
I paid out of pocket for a tow to a shop when I had a disablement (flat tire, lock out, emergency situation involving a breakdown). Can I be reimbursed for this?
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.
I paid out of pocket for a tow from the scene of the accident. Can I be reimbursed for this?
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.
If I don't have all the accident details or supporting documents, can I still file a claim?
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.
I just bought a new car and was involved in an accident the same day. Is there coverage for my loss?
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.
Will my rates increase if I file this claim?
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.
Can I close/withdraw my claim after speaking with a claim representative?
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.
What is a deductible?
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.
If I'm not at fault, will I have to pay my deductible?
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.
Should I report my accident to police or file an accident report?
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.
If I rent a car, what is covered?
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.
If I make a mistake while filing the claim, can I return to the previous page?
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.
If I didn't take photos at the scene should I go back and take photos?
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.
Can I file a claim if I am an injured passenger in a vehicle I do not own?
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.
What if an unknown vehicle hit my car and left the scene, should I still file a claim?
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.
What happens if someone not named on my policy was driving my car?
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.
I think my vehicle is totaled, how can I know for sure?
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.
The tow truck driver said my vehicle is a total loss (or I believe my vehicle is a total loss). What should I do?
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.
What happens if my car is never recovered by police?
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.
My vehicle was towed from the scene of the accident. What should I do?
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).
My vehicle was towed from the scene, but I don't know where it was towed to. What should I do?
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.
My car is not drivable and I need a rental car. How can I get a rental 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.
What is equipment failure?
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.
My car is not drivable, but I don't want to rent a car. Can I submit receipts for my train, taxi, or bus ride?
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.
How can I file a claim for damage to my personal property (phone, CDs, clothing, laptop, etc.)?
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.
How long will it take to resolve my claim?
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.
Who pays if my repairs cost more than my estimate?
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.
There is very little damage to my car. Am I required to repair my car after filing my claim?
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.
What happens if my stolen vehicle is found by police?
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.
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.
Do you offer lease/loan gap coverage?
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.
I've paid off the loan on my vehicle - am I required to carry the same coverage?
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.
What if I want my mail to go to a different address or P.O. Box?
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.
Is this a secure site?
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.
What is an "Secondary Named Insured?"
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.
How do I send proof for a discount if I’m unable to upload it to my account?
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.
I've moved to a new state. How do I update my address to reflect my new state?
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.
Will documents be mailed to me through the USPS if e-mails are not delivered successfully?
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
May I have certain documents mailed to me versus being electronically sent?
MyDirect was designed to be a digital experience. All documents will be sent electronically (some exceptions and restrictions apply).
Why were the e-mails that you sent not able to be delivered to my e-mail address?
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.
My e-mail address is correct. What do I need to do to ensure my e-mails are successfully delivered?
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.
How do I cancel my policy?
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.
If I cancelled my policy, when would coverage end?
Coverage will end at 12:01 a.m. on the date that you request.
May I change the cancellation date if I requested the wrong date?
Just click on the "Contact Us" section and send your request using one of the available options.
Is there a penalty for cancelling my policy?
MetLife Auto & Home will not charge a fee for cancelling a policy.
What are the minimum device standards for using the digital portal?
Minimum screen resolution is 1024 x 768. Supported operating systems include: Windows XP, Windows VISTA, Window 7 & 8 and MAC OS-X.
Are there special browser requirements or settings to access this site?
I am having difficulty accessing your site, what could be the reason?
Using a compatible browser, access the site at mydirect.metlife.com and enter the username and password you created for your account. Be sure to clear your device’s cache and cookies. If you continue to encounter an issue, contact us and include your username, operating system, browser, time you accessed the site and error message, if applicable
To clear cookies on Chrome -- Do one of the following:
From the “Menu” button in the upper-right corner of the Chrome window, choose “More Tools” > “Clear browsing data…“
Press “CTRL” + “Shift” + “Delete” keys in Windows or Linux, or “Command” + “Shift” + “Delete” keys on MacOS.
To clear cookies on Safari 8.0 - 10.0 (Mac) - Clearing Cache and Cookies
Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences.
In the window that appears, click the Privacy tab. Click the button Remove All Website Data....
Click Remove Now in the pop up window that appears.
I forgot my username or password.
Click on the Forgot Username/Password link to reset your password. You will receive an email with the verification code. The email will be sent to the address entered when you registered your policy. You can also contact us by phone at 1-866-363-8669.
I am having difficulty making a payment.
Be sure your name, address and account/card number match exactly with your financial institutions records. You can update your information by clicking on Edit Your Recurring Payment Settings. After updating, try again to make your payment. If you continue to encounter an issue, contact us and include your username, operating system, browser, time you accessed the site and error message, if applicable.
I am making a change to my policy and received the message “Change Effective Date is within the Renewal Time Period”.
We are in the process of renewing your policy. During this time, please contact us at email@example.com 1-800-295-7781, option 2, with the details of your change and we will be happy to update your policy. You will be able to make changes yourself once your policy renews.
What is the definition of Coverage extended to another driver?
Coverage extends to any licensed driver operating your vehicle, within the scope of your or your relative's permission, unless a named driver exclusion were in place for such individual. See the policy for details.
What is the definition of Coverage extended to rental vehicles?
Your liability and property damage coverage extends to non-owned autos, as defined in the policy. See the policy for details.
What is the definition of Collision?
Collision means the contact of your vehicle with another object, vehicle, or road bed. This includes overturning of the vehicle. See the policy for details.
What is the definition of Comprehensive?
Comprehensive Coverage insures incidents, such as fire, theft, vandalism, and glass breakage. See the policy for details.
What is the definition of Uninsured Motorist?
Uninsured Motorist Coverage provides coverage to the insured and the insured's passengers for losses resulting from 3rd party drivers who are not insured or who do not have a self-insurer bond, whose policies are under the legally mandated limit, whose insurers fall insolvent or deny the claim, or when the other driver cannot be identified, such as in a hit and run, and as otherwise defined by the policy. See the policy for details.
What is the definition of Underinsured Motorist?
Underinsured Motorist Coverage provides coverage to the insured and the insured's passengers for losses resulting from 3rd party drivers who are under insured, as defined in the policy, meaning when a person has bodily injury liability insurance or a bond, but the limits are less than the amount the person is legally entitled to recover. See the policy for details.
What is the definition of Medical Expense?
Medical Expense Coverage provides coverage for the reasonable expenses incurred for necessary medical services, as a result of a loss, while occupying a covered vehicle or if struck while a pedestrian, of course, in accordance with the terms of your policy. See the policy for details.
Disclaimer for Definitions
In the event of a conflict between these definitions and the policy issued to you, the terms and conditions of the policy prevails.