Phenomenal Billing and Premium Increase Efficiency, Claims Support Sold Separately

Exceptionally efficient collecting premiums ONLY, good luck trying to get a hold of them when you have a claim.

I am utterly disgusted in Dialdirect’s handling of what should have been a straightforward claim.

On the evening of 1 April 2026, during a sudden storm I hit a pothole. The following day I discovered the tyre was deflated and took the vehicle to a tyre repair shop. Upon inspection, it was confirmed that the tyre was irreparable and had to be replaced. During the replacement process, a crack in the rim was clearly visible, explaining why the new tyre could not retain air either.

I immediately logged a claim with Dialdirect and was issued a reference number and consultant name. That is where the service effectively ended.

Despite this being an urgent, safety‑related issue that has left my vehicle unusable, I have heard nothing further from Dialdirect. Multiple attempts to follow up have been futile. On 7 April, I was forced to sit on hold for almost 15 minutes, only to be disconnected without any assistance.

At present, I cannot drive my vehicle at all, yet Dialdirect has shown no urgency, no communication, and no accountability.

To add insult to injury, I received a written notification advising of a 25% premium increase effective 1 May 2026. I find it impossible to understand how such an increase can be justified when Dialdirect appears to have little to no interest in dealing with an active and urgent claim.

Efficient premium collection is clearly not matched by any meaningful claims support. For an insurer, this is not just disappointing but entirely unacceptable.

I will be reconsidering my relationship with Dialdirect and would caution others to think carefully about what happens after you need to claim.