Dialdirect Reviews 

After writing a review of this company about their methods and several phone and email contacts this company is still taking monthly payments from my account, I would like to know how many times I have to ask them to cancel and be refunded the payments they are taking from my bank account.
This is very shoddy service especially after they reached out to me via their Social responders for information, which I sent them after my last review
I am very disappointed, I'm a pensioner with very limited resources a disabled wife and this is disgraceful behaviour.

As a pensioner with hearing problems I found the chat line extremely helpful and my purchase went through with no problems.

Asked to cancel my insurance with this company and they failed to cancel the policy, then they have the cheek to charge £60 for the pleasure. When sending proof of the conversation they said it was invalid. Avoid avoid avoid

Great customer service, very simple and very quick

Very poor.
Charge very high fees if you dont get money in on time for a DD.
They give you false information and state they take DDs 2days prior to the date.
Initial call and the chap didnt even know what the FCA was.....
When I asked to log a complaint, they said it was logged but they wouldnt uphold it. I think its the FCA that make that statement not them.
My policy renews in less than 1 month and they would rather screw you over with a £20 late payment charge than retain a customer.
Will never deal with again

Quick response, easy to follow paperwork and helpful on the phone

I have tried to contact a representative by phone on a number of occasions, the first time I kept being put on hold midway through a conversation, the second time, the person I spoke to was confused about my query and was unable to provide an answer.
I've tried to use the chatbot but it keeps re-directing me to standard responses.
Eventually I decided to write a letter as there is no email address provided, but the postal address has been removed.
Terrible service!

The first year was excellent value for specialist van insurance. I then changed vehicles from a rare Mini Cooper Clubvan — with only around 350 left in the UK at the time — to a standard Vauxhall Combo in dull grey.

I paid the administration charge for changing the vehicle, which felt a little high, but I accepted it because I thought staying with the same insurer would be easier.

Unfortunately, I did not realise I had selected automatic renewal. In the second year, my premium increased from £350 to £925.

When I questioned the enormous increase, I was told it could be due to factors such as parts being difficult to find. This made little sense, considering the Vauxhall Combo was named International Van of the Year in 2019 and is a common commercial vehicle.

The call centre could not properly answer any of my questions and simply repeated scripted responses.

I have now cancelled the policy and obtained equivalent cover elsewhere for around £400. I had to pay a cancellation charge, which I accept, but I cannot believe a company operates with this kind of second-year renewal price increase.

My advice would be to use them for the cheap introductory price, carefully check the automatic renewal settings, and then shop around before the second year.

If I could give this company -100 stars I would! I have now called 4 times for over 3hrs and countless emails, wrong information given, left hand not knowing what the right is doing and their systems are atrocious.

To say that I feel like they don’t give a crap would be an understatement, and all this to get a simple email to show the amount they have charged me for cancellation and an admin charge…. I need to note that my car was written off in a non fault collision where I was injured…. And I have no car to insure but I still need to pay £100 to cancel the policy… so want that email!

No notes on my case so basically they lie, supervisors awful…… South Africa team is a joke, I pray that get through to the uk when I do call because at least then I they have an idea what is going on!

Complained 3 times in a year! No one is bothered !!! Disgusting!

I wouldnt use this cowboy outfit if they paid me a million pound! Disgraceful!!!!!!!!

Customer service director should be ashamed of themselves!

UPDATE
Which Complaint Kirsty? The one from 13 months ago or the two from the last well?

I have called again this morning twice, got cut off and South African team, asked to be put through to the Uk team, now on my 4th call to South Africa as they keep putting me through to South Africa…….

Now been on for 30 minutes…. I just want an email to show the cancellation fee and admin fee!

Absolute joke!!!!

Tried to get through to the specific complaints team on your advised phone number….. guess what takes me through to South Africa who to be honest don’t know their arse from their elbow!!!

I am not being listened too, you don’t care and your customer service is the worst I have come across!

PS I am still on hold!!!

Hour later………. Still on hold trying to get someone to send me that email!

They have raised a ticket! Be the third one!

Ps still on hold

Still on hold 90 minutes still no further! Said they would send a copy in the post! I said no because I don’t need proof of the policy payments I need proof of the cancellation and admin fees!

Told your customer service person I will sit on the phone allllll day until that email is in my inbox…..

Looking at the car insurance cover on offer was excellent. I found the whole experience 5*,

Very good experience

Fast service response, And easy to set up policy.

awful customer service, rude and unhelpful.

Absolutely terrible customer service. Spoke to multiple agents and they still could not give me a clear response. Response on the chat was incredibly slow. The agent on the telephone line was not very polite. None of the agents are knowledgable, service very poor. Awful company. I do not recommend.

Easy to filling, great cheapest price and I will to say greatly appreciate to them

We all get greatly fustrated when calling customer services, but this experience was truly different. Rusila was amazing helping us towards resolving an error of our own making. Our issues required her to call us back the next day. She was patient, understanding and detailed. She is simply one in a million.

All seems fine until you need to cancel. The cost for me to run the policy for the next 7 and bit months? £71.25. The cost me to to cancel the policy, through a very convoluted calculation which includes a cancellation fee of £60 and a share of the £45 ISF fee they don't cancel, guess what, it comes to £71.25. Ridiculous.

Edited to add: they explained the cancellation fee calculation (they cap it at the same amount as the remaining annual premium) and on request they cancelled a large portion of it, down to £19. The cancellation fees are in their terms, will teach me to read the terms clearly!

I am having such a nightmare with them, went to do a change of car, insurance doubled, asked for a manager or supervisor said they would call back within 48hours, they didn't. I needed insurance so had to go with another company. I went to their chat box, emailed no response, then threatening letters 3 together. I rang them spoke to customer services said he would put me through to complaint team waiting 18 minutes then cut off. Since more threats. This has been the worst experience and customer service and I am now speaking to the ombudsman as I have proof of all.

Excellent service . The was very helpful. Took time to explain.