Independent Auto Insurance Reviews

Canadian Direct Insurance Auto Insurance Reviews

(6 reviews)
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Category: Call Center
(2.6 out of 5 stars)
Customer Service:
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terrible service

(1.0 out of 5 stars)
by jkutev May 20, 2017
...Hi CDI, on Thursday I had a follow up call on my email below. The manager was really glad to advise me that CDI will make a “BIG EXCEPTION” for me and drop my currently increased premium back to 0%?? I thought that this is sort of joke, but she was serious!? When I asked her how is that possible since I just opened the claim, but CDI never paid a penny for my repair since it was all paid by Impark, the reply was that this is your typical CDI policy. Then I asked her why my claim was opened as me being in-fault? The reply was again: that this is your typical CDI policy. Finally, she disclosed that the claims rep who took my claim should have been advising me that if Impark accept the fault, I would be in no-fault. Obviously, the rep wasn’t trained properly or just didn’t care or probably again: that was your typical CDI policy. Because I could see it is much easier for CDI to just put me in fault and increase my policy – more $$ coming your way. So just to summarize: 1. I am with CDI for over than 15 years insuring house and several cars – to me this is a loyal customer 2. I never ever had a claim all those years 3. The first claim I had was my front bumper damaged on impark lot a month ago 4. I sent a full set up pictures showing what cause the damage 5. Your claims rep took all of the info, open the claim but never advised me that I shall contact impark and check if they will accept the fault. 6. Instated she just put me “in fault” regardless the pictures clearly indicating otherwise 7. I decided to check with impark myself and they surely accepted the fault – it was so obvious just looking at the pictures! 8. Impark pay the full repair and my car was fixed. 9. When I emailed the claim rep asking her why she put me in fault she replied quite arrogant and ignorant – see her email below 10. Finally, CDI didn’t pay a penny!! 11. Regardless CDI still increases my premium because CDI opened a claim. And all of your employee are hiding behind the words: that this is your typical CDI policy. Wow, it looks like CDI became worse than the government-owned ICBC. This is so SAD! No surprised your reviews are going drastically low at 2 stars currently but majority of your FORMER clients are giving you ONE star only !! Be sure that my other review is to follow, unfortunately my rating will be 0 (zero) stars And I am aware that CDI have been purchased by Belairdirect, but reading the vast majority of those 1 star reviews – your problems started long time ago. Unfortunately, I wasn’t aware before last month of your so poor services and customer treatment. Now I know and will make sure everybody else is aware!...
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We pay their own mistakes

(2.5 out of 5 stars)
by John Feb 12, 2016
...I have used this insurance for past 10+ years in Alberta without too big an issue however for the recent two years their services have come down drastically, the agents' poor knowledge on their own rules are appalling. One of my four policies with them was screwed up so badly and they cancelled my policy by mistake and without informing me - we drove without a valid insurance. When I found out and challenged them, they simply stated it was an error, and reinstated my policy on the same day, then charged my credit card. The other times, one agent quoted me the premium and charged my credit card, but merely 20 days later another agent called me and said I needed to pay extra $1050 because they had calculation error. Now Belair Insurance has taken over this company, it is a total mess now during the transition - they could not even tell me what my policies are! I called their customer services trying to complain, they put me on hold for 30 minutes. I hang up and came here to complain. If they don’t care about their own customers, perhaps it is time for customers to dump them...
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Terrible Customer Service

(1.0 out of 5 stars)
by Tara T. Jan 06, 2016
...I didn't have any problems with Canadian Direct Insurance until I tried to pay my premiums up for the whole year instead of monthly debit, I gave my payment details over the phone and they just never took the payment, so I followed it up and then took the wrong amount and cancelled one of our policies in the mean time. I had wrong information from almost every person I spoke to and the last time I spoke to them one lady said that they are going to start monthly debits again and she transferred me to another lady who said they wouldn't debit my account ?!?! They acknowledged fault the whole way and when I asked if there would be any recompense for all the mistakes or if this is just how they treat their customers they said they would get back to me and never did, SHOCKING customer service! Their cheaper premiums are not worth the hassle!!...
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CDI phone services sucks

(3.5 out of 5 stars)
by long wait times on phone Mar 13, 2015
...virtually every time I call CDI I am on hold for an inordinate amount of time. They are always "experiencing higher than normal call volumes". They should really take a lesson from Shaw Cablesystems and have a call back system where you do not lose your place in line. The only option currently available is for a call back within 24 hours and based on my experience this is hit and miss. Will say that once you reach the customer service reps the service is very good...
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Not a good experience

(1.0 out of 5 stars)
by Frustrated Jul 01, 2014
...I went with them because they were the cheapest, but not by much. Sometimes, you get what you pay for. I got auto insurance from them a year ago, and made the unfortunate decision to pay by credit card. Apparently, if you elect to do this they will not renew your policy automatically the next year, even though the credit card is still good. I was unaware of this factoid, but more importantly I was not told this, and I know I wasn't because when I do renegotiate insurance of any kind I keep detailed notes in a word document. To be fair, I did receive an e-mail 2 days before my insurance was due to expire, but I didn't read it carefully assuming that it was the typical friendly notice that it's coming due, and that if I did nothing it would it has for the past 28 years I've been driving! I ignored it, which was my fault but...they CANCELLED my insurance without telling me! I was eventually informed 2 weeks later via a snail-mail letter that I've been without insurance for the entire time. No phone call, no further e-mail, and if I had been in an accident or even pulled over it would have been at least a 10K fine! Some of the above is attributable to me in part, though I think it should be illegal to cancel auto insurance without telling a customer, given the legal ramifications in Alberta. However, trying to regain the insurance was a nightmare. I called 7 times, was place on hold repeatedly for unreasonably long periods of time, tried to use their callback feature twice and actually spoke to no less than 4 people, of which only one was helpful (he was awesome). All others passed the buck and stated that it wasn't their department, and couldn't (wouldn't) help. The bottom line is this: customer service is absolutely horrible for the most part. I feel they are understaffed and undertrained. God help you if you actually need some help with something more pressing, like an accident claim. After two days of trying, I gave up and went with a competing insurance wait time and much, much easier...
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(5.0 out of 5 stars)
by MathewS May 28, 2012
...when I need a question answered they are available by phone(no waiting in a queue) and are helpful...
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