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.
Top Strengths:
- •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.
Replied to 98% of negative reviews
Reply time on negative reviews: 38m
TrustIndex
10
Perfect Score
Ranking
#6
in Home Insurance
Reply Time
18m
NPS Score
51
Recommended: Very Likely
Replied to 98% of negative reviews
Reply time on negative reviews: 38m
Oct '25 - Sep '26
Frequently Asked Questions About Dialdirect
What do customers say about Dialdirect?
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.
What is Dialdirect's biggest strength?
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.
What are the most common complaints about Dialdirect?
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.
How does Dialdirect compare to other Car Insurance companies?
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? →
Is Dialdirect trustworthy?
Dialdirect has a TrustIndex of 10 out of 10 on Hellopeter, based on 2,171 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 38 min. Hellopeter has tracked Dialdirect across 11,659 total reviews. How is the TrustIndex calculated? →
Recent reviews (2,171)
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 Oct 2018
Spam calls 2-3 times every week day
I have never in my life dealt with this company, but they somehow got my number and do not stop spam calling, 2 - 3 times a day every weekday. I have asked them several times to stop. And they do, for a few days and then start again looping like this. CRAZY.
1 reviews | Active since Oct 2018
Spam calls 2-3 times every week day
I have never in my life dealt with this company, but they somehow got my number and do not stop spam calling, 2 - 3 times a day every weekday. I have asked them several times to stop. And they do, for a few days and then start again looping like this. CRAZY.
1 reviews | Active since Sept 2026
The staff today helped me and answer the question which I was asked and he also confirmed with st...
The staff today helped me and answer the question which I was asked and he also confirmed with starpenbeat to make sure I have received collected sevice
1 reviews | Active since Sept 2026
The staff today helped me and answer the question which I was asked and he also confirmed with st...
The staff today helped me and answer the question which I was asked and he also confirmed with starpenbeat to make sure I have received collected sevice
1 reviews | Active since Jun 2026
The Consult Was Perspective and Try All Means To Lower My Premium and Access Although The Offer W...
The Consult Was Perspective and Try All Means To Lower My Premium and Access Although The Offer Was Not Within My Limits of The Budget Thus I Could Take It As It Was Difficult For Manage It. She Was Very Helpful and Much Appreciated.
1 reviews | Active since Jun 2026
The Consult Was Perspective and Try All Means To Lower My Premium and Access Although The Offer W...
The Consult Was Perspective and Try All Means To Lower My Premium and Access Although The Offer Was Not Within My Limits of The Budget Thus I Could Take It As It Was Difficult For Manage It. She Was Very Helpful and Much Appreciated.
1 reviews | Active since Sept 2026
Vino is professional, very helpful, extremely accommodating, and was able to process everything d...
Vino is professional, very helpful, extremely accommodating, and was able to process everything despite me not having all the relevant details. Patience on another level! Thank you
1 reviews | Active since Sept 2026
Vino is professional, very helpful, extremely accommodating, and was able to process everything d...
Vino is professional, very helpful, extremely accommodating, and was able to process everything despite me not having all the relevant details. Patience on another level! Thank you
1 reviews | Active since May 2016
Excess
I took up one of the Value added services from Dial Direct, my problem is, with their tyre and rim it’s quite unclear what happens in a claim, the last time I tried claimimg the lady said I must oay excess of R300 minimum, for a tyre puncture……fortunately it was not a puncture but the garage had under inflated my tyre, so when I called back to cancel the claim I spoke to a guy, he said there was no excess payable for tyre punctures, I even checked on the policy,it doesn’t speak of excess instead it says “We will cover the cost of tyre repairs, limited to 6 events a year…that goes for balancing limited to 1 event, now today my wife tried to claim,she was told that story of paying R300 again, so I called in to find out if there’s excess or not, the lady was honest enough to say she’s not sure,she will find out and revert back to me…..how can Dial Direct say excess is R300 for puncture repair when their policy book say they cover the cost, even worse puncture repair is R100 at most puncture repair….the R300 to repair a puncture makes no sense at all
1 reviews | Active since May 2016
Excess
I took up one of the Value added services from Dial Direct, my problem is, with their tyre and rim it’s quite unclear what happens in a claim, the last time I tried claimimg the lady said I must oay excess of R300 minimum, for a tyre puncture……fortunately it was not a puncture but the garage had under inflated my tyre, so when I called back to cancel the claim I spoke to a guy, he said there was no excess payable for tyre punctures, I even checked on the policy,it doesn’t speak of excess instead it says “We will cover the cost of tyre repairs, limited to 6 events a year…that goes for balancing limited to 1 event, now today my wife tried to claim,she was told that story of paying R300 again, so I called in to find out if there’s excess or not, the lady was honest enough to say she’s not sure,she will find out and revert back to me…..how can Dial Direct say excess is R300 for puncture repair when their policy book say they cover the cost, even worse puncture repair is R100 at most puncture repair….the R300 to repair a puncture makes no sense at all