Dialdirect Reviews 26,038

My telephone queries were dealt with in a helpful manner making my application easier.
I requested printed copies of insurance information which were delivered within days.
Really good service.

I wanted to change my car from a Golf GTI to a Mazda 2. I was told this could not be done, no reason given. Talking to their call centre in South Africa is pointless. A noisy environment with people who don't really speak English and anyway can only do what their computer lets them. I cancelled the insurance, and for this I was charged £50.05. Avoid!

very fast, very cheap, great service, saved money

Was involved in a car accident. My vehicle was written off, 3rd party company have resolved there bit and paid me out and close the case and I have tried on many occasions to explain to dial direct I don’t have the vehicle and financially can’t afford to pay the direct debts as I DONT HAVE THE CAR but yet I have told I still have to pay! What a rubbish company & service. No help or support provided. DONT USE DAIL DIRECT! This company is absolutely terrible. The few times I have rang in the customers service team just dont care and just keep putting you on hold with no explanation. What happened to listening to the customers concerns and trying to help.

I have had insurance with dial direct for nearly a year now, I was involved in a none fault accident. Trying to sort this out is proving to be an absolute nightmare one person tells u one thing then someone else denies it,I've been on the phone for a continues 2 days and will be another one today. No one knows what they are actually doing with the claim passed it on to Tom and Harry playing musical telephones, people put u on hold then transfer u to another department with no explanation. No one will actually take ownership of there job 98% of them are incompetent

If I'm being totally honest, it was so quick, easy & stress free to get insured with Dial Direct i actually thought that it was a scam! TBH, it's just the quickest and easiest insurance policy that i have ever set up without even speaking to anyone! But I didn't know that it included breakdown cover and they are so honest, I told them that I have 8 years NCD,but they contacted me to say that I have 9 years so my monthly payment was £84 but now they have reduced it to £70 a month! They could have said nothing about it and i wouldn't have known about it? So,I'm very impressed with them,they seem like a good company to use.

Very realible and understandable and easy process

I will not be renewing with Dialdirect. I went with them out of loyalty but felt the compliment had not been reciprocated; My subscription renewed automatically, however during the course of the previous year my debit card had been renewed. This information was not automatically updated on their site so they needed to contact me for payment, which I immediately attended to. I was charged £20 extra for this incident. I felt like going elsewhere but was informed I would be liable to a £60 penalty for leaving.
I challenged this but have not heard back.

I found the website from the Internet. The sign up was easy and it was a good premium. The policy has everything I needed. Great value.

I’m new. So far so good

Great easy service at very good price

First of all, the intermediary fee of £45 wasn't clearly disclosed on the comparison website I used. This got sprung on me on the final page of purchase after filling in several more web forms.

Secondly they alleged that I failed to disclose an accident/claim which I had correctly declared for my wife and they wanted another £65. (They wanted me to duplicate the same accident for myself on the same date, which I was not the driver!)

I emailed them proof that it was my wife's accident, not mine, but they failed to reply so I had another automated email from them chasing me up a few days later. I eventually called them to resolve. The advisor's foreign accent was so strong that he was a struggle to understand.
He eventually took the erroneous accident off the policy. Hopefully I won't have any further issues...

When our renewal came through it was alot higher than the previous year. But when I contacted them by phone they helped me through all my questions and price matched another quote. They were very efficient on the phone thankyou

I am writing this as a final warning to others and a formal record of Dial Direct’s shocking handling of my policy. Due to a technical iCloud error that blocked my outgoing emails, I missed a document request (bank statement). As soon as I realized, I acted. I am currently within the 7-day notice period (policy active until 12/05/2026), yet Dial Direct is refusing to act reasonably or fairly.
The Failures:
1. Refusal to accept documents during the notice period: Despite sending the required information while the policy is still active, Dial Direct’s "automated system" has apparently locked my account. A notice period is legally intended as a window to remedy issues; Dial Direct is using it as a countdown to financial ruin for the customer.
2. Refusal of Voluntary Cancellation: I have formally requested to cancel the policy myself (Customer Cancellation). The advisors have refused, stating they are "forcing" the insurer cancellation through. This is a blatant attempt to unfairly mark my insurance record for the next five years, which will double my future premiums.
3. Gatekeeping & Stalling: I have been denied immediate manager escalation and told a manager will call in 24–48 hours. With a cancellation deadline looming, this is a deliberate stalling tactic to ensure the "automated" process completes before a human can intervene.
4. Breach of FCA Consumer Duty: Under the 2026 Consumer Duty rules, insurers MUST "avoid foreseeable harm." Dial Direct is intentionally causing me significant financial harm by refusing a voluntary cancellation and refusing to rescind a notice when the documents have been provided.
Their customer service is a brick wall of scripts and "system limitations." They have no regard for the long-term financial impact their administrative rigidity has on their customers. If this is not resolved immediately and my policy is not recorded as "Cancelled by Customer," I will be taking my evidence and call logs directly to the Financial Ombudsman Service.

Unauthorised renewal after the car was sold - terrible service

"I sold my car and informed Dial Direct, yet they still took £229.53 from my account without authorization for a renewal. I never set up direct debit at all. Despite emailing proof of the car sale multiple times, customer service repeatedly claimed they hadn't received it and refused to guarantee a refund. They cancelled my policy but kept my money. I had to bypass their unhelpful support and file a formal dispute with my bank to get my funds back. Extremely frustrating experience and poor communication."

Found the experience straightforward and was very pleased how helpful the staff were

It was so easy to renew my policy ,the customer assistant were very polite , helpful and very patient with my request, nothing was too much 🙂, also the price were indeed excellent, many thanks to all at Dialdirect 👌👍🙏🙏

After numerous attempts elsewhere I stumbled upon Dialdirect and what a surprise. I was greeted by a very knowledgeable adviser who listened carefully to my inquiry and handled the whole experience with patience and understanding, repeating details to confirm that all facts and figures were understood. I have no hesitation in recommending Dialdirect to family and friends.

Very difficult to get through to. My car was written off not by me by my son on his own insurance its cost me £150 to leave ir my insurance goes up from 40 to £90 per month with a £25 admin fee to add my new car. Hidden unnecessary costs. Avoid!