A Note from Direct Energy on Coronavirus

COVID-19 - Online Resources

Due to government health and safety directives and/or other events beyond our control related to COVID-19, we have reduced our Call Center hours to 8am-5pm CST Monday-Friday. Please utilize the online resources below and stay safe.

We have been closely monitoring reports and guidance on COVID-19 (Coronavirus) from the Centers for Disease Control (CDC). Your safety and peace of mind are of utmost importance to us. We at Direct Energy want to let you know that we remain committed to customer service and we will be available for you, to the extent conditions allow.

Rest assured that we have taken action and our team is working diligently to maximize our ability to serve our customers, but please keep in mind that current events related to COVID-19 will impact our normal operations. Current or future government restrictions in some areas may prevent service providers from promptly responding to claims.

Online Account Manager

To save you time and give you flexibility, your Online Account Manager is available 24/7 to help you manage your account anytime, anywhere. It's your one-stop shop to make a payment, file a claim, determine if a contractor has been assigned to your claim, view contractor contact information and more.

If you are using our customer portal for the first time, you will need to follow a few simple steps to establish an online account with us. .

If you haven't already, enrolling in our Online Account Manager is quick and easy.

Upcoming Appointments

If you wish to reschedule an upcoming appointment, please contact the contractor to reschedule for a later date. As call volumes may be high, please leave a voicemail if prompted.

If you're not feeling well and already have an in-home appointment scheduled, please contact the contractor as soon as possible to reschedule your appointment for a future date.

If you have an in-home appointment with a contractor and notice the contractor showing any signs of illness, you have the right to cancel the service and reschedule your appointment for another date. Please click to send us an email with Subject: Reschedule Appt; Claim number SRO XXXXXXX so we can document what happened and address the concern right away.

If you wish to place your claim on hold until after the COVID-19 situation improves, please send us an email with Subject: Requesting claim on hold due to COVID-19; Claim number SRO XXXXXXX.

You can remove the hold at any time emailing us with Subject: Requesting HOLD Removal; Claim number SRO XXXXXXX

Contact Us

You can reach our dedicated support team by:

Where to Learn More

For additional information about COVID-19, visit the Centers for Disease Control at cdc.gov or your local health department website.

Information during this time is more critical than ever. We will continue to monitor all aspects of COVID-19 closely and pledge update this page with necessary information, as needed.

Please stay healthy, and thanks for being a Direct Energy Protection Plan customer.