1 reviews | Active since Aug 2020
Dialdirect’s False Advertising and Poor Service on BetterCar Value
I am deeply disappointed with Dialdirect’s handling of my claim and the misleading information surrounding their BetterCar Value option.
When I took this add-on, I was told (and their website confirms):
“If your vehicle is written off due to an accident, BetterCar will pay you out or replace it with an equivalent model that is one year newer. If your car does not have a newer model, we will pay out 15% more than the retail value of the car.”
In June, I switched my policy to include BetterCar Value because I wanted better protection in case of an accident. Unfortunately, my car was recently written off, and the experience with Dialdirect has been nothing short of frustrating. 1. Misrepresentation: Instead of being offered a model one year newer, I was told I would only receive the same model year (2021) or a payout of just R12,000 as the “difference.” This payout is insufficient to secure a newer model and is not in line with their policy. 2. Lack of Transparency: Dialdirect has failed to explain how the R12,000 was calculated. This calculation is not outlined on their website or policy documents, and the promised 15% payout above retail value is now being ignored. 3. Terrible Communication: I have had to repeatedly contact Dialdirect for updates because their app is non-functional and does not provide any meaningful claim status. Furthermore, I was told to stop posting on social media about my concerns—something I find highly unprofessional and dismissive. 4. Delayed Resolution: I urgently need a replacement vehicle to return to work, yet the process is being unnecessarily delayed, and I feel like I am being sent from pillar to post with no clear answers or solutions.
Dialdirect, I trusted your product based on the promises made in your marketing and policy documents. What I have experienced instead is misleading advertising and an unwillingness to honor your commitments.
I demand that Dialdirect: • Provide a replacement vehicle that is one year newer as per the BetterCar Value terms; or • Pay out the promised 15% above retail value in a manner that is transparent and fair.
This experience has left me feeling ****med. I will continue to escalate this issue to the Ombudsman for Short-Term Insurance if necessary. Customers deserve honesty and transparency, not to fight for what was promised.
Sincerely, Dumazile Chauke
We acknowledge receipt of your complaint and apologize for any inconveniences caused to you.
Our team will be in contact with you to discuss your concerns and this matter will be escalated to the relevant department as soon as possible.
We appreciate your patience and understanding.
Kind regards,
The Dialdirect Team
We acknowledge receipt of your complaint and apologize for any inconveniences caused to you.
Our team will be in contact with you to discuss your concerns and this matter will be escalated to the relevant department as soon as possible.
We appreciate your patience and understanding.
Kind regards,
The Dialdirect Team
• The settlement amount for my car.
• The amount offered under the BetterCar Value option.
• A breakdown of how these amounts were calculated, with reference to the relevant clauses in my policy. Instead, all figures and details have been shared verbally, leaving me with nothing to refer back to or verify. When I ask for clarity, I am often told, “We’ve explained this to you already,” and then passed on to someone else. This approach is dismissive and unhelpful. If this SMS and link to a dispute portal are what you meant by “we’ll be in touch,” then I am very disappointed. I had hoped for meaningful assistance and a resolution, not another impersonal and vague response. Dialdirect, please provide the transparency and support that your customers deserve. I need:
1. A formal document detailing my settlement, including how the BetterCar Value payout was calculated.
2. Clear answers and accountability regarding my concerns. This situation has been unnecessarily frustrating and disappointing. I look forward to your immediate action. Kind regards, Dumazile Chauke
• The settlement amount for my car.
• The amount offered under the BetterCar Value option.
• A breakdown of how these amounts were calculated, with reference to the relevant clauses in my policy. Instead, all figures and details have been shared verbally, leaving me with nothing to refer back to or verify. When I ask for clarity, I am often told, “We’ve explained this to you already,” and then passed on to someone else. This approach is dismissive and unhelpful. If this SMS and link to a dispute portal are what you meant by “we’ll be in touch,” then I am very disappointed. I had hoped for meaningful assistance and a resolution, not another impersonal and vague response. Dialdirect, please provide the transparency and support that your customers deserve. I need:
1. A formal document detailing my settlement, including how the BetterCar Value payout was calculated.
2. Clear answers and accountability regarding my concerns. This situation has been unnecessarily frustrating and disappointing. I look forward to your immediate action. Kind regards, Dumazile Chauke