**** and nightmare customer service

Dialdirect will quote you low as a new client, expect to pay a very high premium after review with no claim and the worst customer service from consultants and managers.

With the annual review and change of address, my premium went drastically up with about 50% and they refused to give me a discount after having claim free insurance with them. In April 2020 I was paying R584, in May after my review without a claim, it went up to R733 and they refused to give me a discount. I amended my address and the quote went to R1 046 and they still refused to give me a discount.

On the 9th of July when I requested for change of address, I was told that a hundred and something will be deducted from my account and I told the guy I spoke to that he should not make the changes effective immediately, he can make the changes on the 15th of July. I told him that I'm working from home full time and I don't understand why I should be paying so much money for the car to be parked at the same place, whereas when the car had unlimited movement, the insurance was cheaper. I will not even qualify for monthly cash back as I will not reach the number of trips required for me to be eligible for cashback.

He made the changes to be effective immediately and when I saw the email with documents, I sent a complaint to two managers and their customer service department. I was called by the complaints department and was advised that the service department will contact me to amend it back to where it was and they will courier the recordings I requested months ago. The changes have not been made and I have not been contacted by anyone.

When I enquired why they aren't giving me a discount, they told me that they gave me a discount in October 2019. Funny enough, this discount was given to me when they were trying to fix their mistakes in October 2019, when I amended my address back then, both my premium and excess went up.

When they were reading my terms and conditions they only read my premium and I didn't have a problem with that. When I checked my policy documents, I found out that the excess went up. I called to enquire and was told that there's a clause that says when I change my address, my excess goes up as well.

I advised the consultant that I have thoroughly read my policy documents and never came across such and he should rather give me the clause number. Instead of telling me the clause number, he rudely told me to go and read my terms and conditions.

I was later transferred to the manager called Daddy Chauke, who told me to read my documents and insisted that the clause his consultant mentioned is there, yet he could not give me the number. The conversation with Daddy didn't end well as I received the same attitude I got from his consultant.

I called Jana and found out that she was on leave and she advised that she will get another manager to contact me. I was contacted by Yugendree who admitted that the clause that the consultant and Daddy are talking about doesn't exist on my documents though there is that particular clause on their internal documents with the underwriters.

I told Yugendree that they cannot increase my excess without my knowledge and based on a hidden clause. She apologized and assured me that she was going to fix it and take it back to where it was with the same premium they quoted me. That was when they internally decided to utilize the discount benefit without even letting me know that it is going to affect me after the annual review.

I requested for my recordings, they said they will courier them, we went on lockdown and their excuse was that courier companies are not operating under level 5. Daddy boldly told me to look for another insurance if I'm not happy with them, the same manager that told me that a non existing clause does exist on my insurance terms and conditions.