We're committed to resolving your concerns promptly and fairly
At InsureDirect LLC, we strive to provide excellent service to all our customers. However, we understand that sometimes issues may arise. We take all complaints seriously and are committed to resolving them quickly, fairly, and professionally.
This page outlines our complaint handling process and provides information about additional resources available to you if you are not satisfied with our response.
If you have a complaint about our services, we encourage you to contact us directly first. We are committed to resolving issues at the earliest opportunity.
We will acknowledge receipt of your complaint within 2 business days and provide you with a reference number for tracking purposes.
We will thoroughly investigate your complaint, which may include reviewing records, speaking with relevant staff members, and gathering additional information from you if needed.
We aim to provide a substantive response to your complaint within 15 business days. For complex matters, we will keep you informed of our progress and provide an estimated resolution timeframe.
Our response will explain our findings, any actions we will take, and the reasoning behind our decision. If we are unable to resolve your complaint to your satisfaction, we will inform you of additional options available to you.
Concerns about customer service, response times, or communication
Questions about quotes, policy terms, coverage, or pricing
Issues related to billing, payments, refunds, or fees
Concerns about claims handling or carrier communication
Concerns about data privacy, security, or unauthorized access
Any other issues or concerns about our services
If you are not satisfied with our response to your complaint, or if you prefer to file a complaint directly with the state regulator, you may contact the North Carolina Department of Insurance.
North Carolina Department of Insurance · 1201 Mail Service Center · Raleigh, NC 27699-1201
Phone: (919) 807-6750 | Toll-Free: (855) 647-6167
Website: www.ncdoi.gov
The NAIC provides consumer information and can help you find your state insurance department.
Visit NAIC Consumer Resources →You may also file a complaint with the Better Business Bureau.
File BBB Complaint →To help us investigate and resolve your complaint as quickly as possible, please include the following information when you contact us:
The more detail you provide, the faster we can investigate and respond. All complaint information is treated confidentially and used solely for the purpose of resolving your concern.
North Carolina provides strong consumer protections for insurance buyers. As a policyholder or insurance applicant in NC, you have the right to:
InsureDirect LLC d/b/a AssureArc is licensed by the NC Department of Insurance (License #3004145347, NPN: 22167766) and is subject to NCDOI oversight. We take our regulatory obligations seriously and are committed to upholding the consumer protection standards established by NC law.
We will treat your complaint seriously and handle it fairly and objectively
We will keep you informed throughout the complaint resolution process
We will use complaints as an opportunity to improve our services
We will not retaliate against you for filing a complaint
We will maintain confidentiality of your complaint information