Pathetic Service from Dialdirect

I find it weird how quick it is to respond to a review yet it is so difficult to respond to an emergency.

You are also quick to take your monthly premium yet your service is quite pathetic.

I will have to pay to sort this out on my own and cancel my insurance with you. I cannot allow another night for people to sleep without a door on the building.

Unfortunately, after logging the claim through the app, I received absolutely no assistance or feedback from Dialdirect. I had to personally follow up by making two separate phone calls to your call centre — one lasting approximately 20 minutes and another lasting around 14 minutes — only to be informed that a claims advisor would contact me within the next 24 hours. At no point during these calls was I offered any meaningful assistance or guidance regarding the urgent security situation at my property.

It was only after I posted a review on HelloPeter expressing my concerns that I received any form of response from Dialdirect, and that response came within minutes of the review being posted. This raises serious concerns about the level of service provided to paying clients unless the issue becomes public.

When I contacted Dialdirect again to ask what immediate assistance could be provided, I was informed that the only option available was for a security guard to be sent to the property overnight and the following day until the claim could be processed. When I arrived home later, I found the security guard standing outside my property. There was no suitable place for the guard to sit or take shelter throughout the night. Dialdirect is aware that my property does not have a garage, yet the security company indicated they believed the guard would be able to sit in one. Due to the impracticality of the situation, I had to contact the security company myself and request that they collect the guard.

I was also informed that the excess on my claim is R2,450. Replacing the broken glass alone will cost significantly less than this amount. Dialdirect further advised that if the repair cost is lower than the excess, the claim would be rejected. I find it highly concerning that Dialdirect is willing to incur the cost of sending a security guard but cannot assist with replacing the broken glass that caused the issue in the first place.

What is even more disappointing is that despite the urgency of the situation, no claims advisor has contacted me to provide guidance, support, or a clear way forward.

On Friday, 6 March 2026, I also received an email from Dialdirect which states that they
have received a request from me to withdraw the claim and they have closed the matter on their side. I am not sure who sent this request but it was not me. The communication has been simple emails stating that I should read the contents of my policies and know what is covered. I am paying for Building Insurance. I know what is covered and what is not.

As a client who has consistently paid my insurance premiums, I expected a far higher level of service and support when I needed it most.

This experience has left me feeling that Dialdirect shows very little concern for its policyholders once a claim needs to be processed.