Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Dialdirect earns consistent praise for its call centre consultants and the ease of reviewing a policy, with Agent Quality and Customer Care (4.3) the clear standout. Named agents are singled out constantly for patience and clear explanations. The picture shifts once a motor claim is lodged; Claims Handling (3.1) and Repair and Service Provider Quality (2.5) draw the sharpest criticism around delays, silence and workmanship.
Top Strengths:
- •Agent Quality & Customer Care: Customers name individual consultants again and again, with Rahima, Sebastian Ramouthar, Raylene Pather, Zahier Abdul and Lorinda recurring as favourites. A consistent theme is patience, plain language explanations and genuine care, particularly from the retentions and policy review teams.
Replied to 98% of negative reviews
Reply time on negative reviews: 32m
TrustIndex
10
Perfect Score
Ranking
#7
in Home Insurance
Reply Time
30m
NPS Score
50
Recommended: Very Likely
Replied to 98% of negative reviews
Reply time on negative reviews: 32m
Nov '25 - Oct '26
Frequently Asked Questions About Dialdirect
What do customers say about Dialdirect?
Based on recent customer reviews, Dialdirect earns consistent praise for its call centre consultants and the ease of reviewing a policy, with Agent Quality and Customer Care (4.3) the clear standout. Named agents are singled out constantly for patience and clear explanations. The picture shifts once a motor claim is lodged; Claims Handling (3.1) and Repair and Service Provider Quality (2.5) draw the sharpest criticism around delays, silence and workmanship.
What is Dialdirect's biggest strength?
Dialdirect's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers name individual consultants again and again, with Rahima, Sebastian Ramouthar, Raylene Pather, Zahier Abdul and Lorinda recurring as favourites. A consistent theme is patience, plain language explanations and genuine care, particularly from the retentions and policy review teams.
What are the most common complaints about Dialdirect?
The most common complaint about Dialdirect, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Windscreen, tyre and rim claims move quickly, but motor and home claims frequently stall for weeks or months with customers doing all the chasing. Assessment errors, unexplained warranty caps and uncommunicated advisor handovers are recurring friction points.
How does Dialdirect compare to other Car Insurance companies?
Dialdirect scores 3.4 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3.2. Their strongest theme is Agent Service (4.4); their weakest is Repair Quality (2.6). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Is Dialdirect trustworthy?
Dialdirect has a TrustIndex of 10 out of 10 on Hellopeter, based on 2,174 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 32 min. Hellopeter has tracked Dialdirect across 11,775 total reviews. How is the TrustIndex calculated? →
Recent reviews (2,174)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Ms
I was assiates by Sebastian feom Dial Direct . He was so professional and very infomative. He assisted me with policy review and managed to.help me secure a reasonable premium . He was awesome and friendly.
1 reviews | Active since Oct 2026
Ms
I was assiates by Sebastian feom Dial Direct . He was so professional and very infomative. He assisted me with policy review and managed to.help me secure a reasonable premium . He was awesome and friendly.
1 reviews | Active since Oct 2026
I received excellent service from the Sayurane Pillay
I received excellent service from the Sayurane Pillay. He was professional, patient, and very helpful throughout the process. He took the time to explain the policy clearly, ensuring that I understood the terms, conditions, and benefits. I truly appreciate his assistance and outstanding customer service.
1 reviews | Active since Oct 2026
I received excellent service from the Sayurane Pillay
I received excellent service from the Sayurane Pillay. He was professional, patient, and very helpful throughout the process. He took the time to explain the policy clearly, ensuring that I understood the terms, conditions, and benefits. I truly appreciate his assistance and outstanding customer service.
1 reviews | Active since Jul 2022
Greetings, I had a very good experience with Michaela who assisted me
Greetings, I had a very good experience with Michaela who assisted me. She was exceptionally friendly and assisted me promptly and professionally. Thank you once again for the exceptionally good service Dial Direct
1 reviews | Active since Jul 2022
Greetings, I had a very good experience with Michaela who assisted me
Greetings, I had a very good experience with Michaela who assisted me. She was exceptionally friendly and assisted me promptly and professionally. Thank you once again for the exceptionally good service Dial Direct
1 reviews | Active since Nov 2012
No car for two weeks. No feedback
On the 8th of October I logged a claim with the *** department for my car that has an issue. I took it to an RMI approved dealer and then we waited. Every follow up was met with a comment saying I will get feedback in two days. To this day, my car is still at the dealer and NOBODY IS CALLING ME OR UPDATING ME. So why am I paying for a service that dies nothing for me and I have had no car the entire time
1 reviews | Active since Nov 2012
No car for two weeks. No feedback
On the 8th of October I logged a claim with the *** department for my car that has an issue. I took it to an RMI approved dealer and then we waited. Every follow up was met with a comment saying I will get feedback in two days. To this day, my car is still at the dealer and NOBODY IS CALLING ME OR UPDATING ME. So why am I paying for a service that dies nothing for me and I have had no car the entire time