Dialdirect
Verified Business
|4.7|2,163 Reviews (last 12 months)|Responds in 16m
Dialdirect
Verified Business
|4.7
2,163 Reviews (last 12 months)
Responds in 16m
Scores reflect the Overall AI Score for each category
Dialdirect
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.
Replied to 98% of negative reviews
Reply time on negative reviews: 38m
TrustIndex
10
Perfect Score
Ranking
#6
in Home Insurance
Reply Time
16m
NPS Score
51
Recommended: Very Likely
Replied to 98% of negative reviews
Reply time on negative reviews: 38m
Oct '25 - Sep '26
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.
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.
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 Sept 2023
I am happy with the service from dial direct, thank you so much.
1 reviews | Active since Sept 2023
I am happy with the service from dial direct, thank you so much.
1 reviews | Active since Jun 2025
The agent at Dialdirect was very efficient and solved my query promptly
1 reviews | Active since Jun 2025
The agent at Dialdirect was very efficient and solved my query promptly
1 reviews | Active since Oct 2019
I got a great from Gabrielle Kistadu in uploading my claim on the mobile app. She took me step by step through the whole process after I have been struggling from some tmi to load my claim
1 reviews | Active since Oct 2019
I got a great from Gabrielle Kistadu in uploading my claim on the mobile app. She took me step by step through the whole process after I have been struggling from some tmi to load my claim
1 reviews | Active since Feb 2025
I would like to give Aidan a 5☆ rating for assisting me with my claim. He was very calm, friendly, and helpful regarding my request. He explained everything clearly! Thank you very much!
1 reviews | Active since Feb 2025
I would like to give Aidan a 5☆ rating for assisting me with my claim. He was very calm, friendly, and helpful regarding my request. He explained everything clearly! Thank you very much!
1 reviews | Active since Dec 2021
Mennen Bloem from Dialdirect was of great assistance with the problem I had. He was quick and provided precise and useful information.
1 reviews | Active since Oct 2016
Siphokazi helped me very well and made sure i understand everything she explains to me
1 reviews | Active since Oct 2016
Siphokazi helped me very well and made sure i understand everything she explains to me
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.
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? →
Dialdirect has a TrustIndex of 10 out of 10 on Hellopeter, based on 2,163 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 38 min. Hellopeter has tracked Dialdirect across 11,646 total reviews. How is the TrustIndex calculated? →