Dialdirect Reviews 

First of all, the intermediary fee of £45 wasn't clearly disclosed on the comparison website I used. This got sprung on me on the final page of purchase after filling in several more web forms.

Secondly they alleged that I failed to disclose an accident/claim which I had correctly declared for my wife and they wanted another £65. (They wanted me to duplicate the same accident for myself on the same date, which I was not the driver!)

I emailed them proof that it was my wife's accident, not mine, but they failed to reply so I had another automated email from them chasing me up a few days later. I eventually called them to resolve. The advisor's foreign accent was so strong that he was a struggle to understand.
He eventually took the erroneous accident off the policy. Hopefully I won't have any further issues...

When our renewal came through it was alot higher than the previous year. But when I contacted them by phone they helped me through all my questions and price matched another quote. They were very efficient on the phone thankyou

I am writing this as a final warning to others and a formal record of Dial Direct’s shocking handling of my policy. Due to a technical iCloud error that blocked my outgoing emails, I missed a document request (bank statement). As soon as I realized, I acted. I am currently within the 7-day notice period (policy active until 12/05/2026), yet Dial Direct is refusing to act reasonably or fairly.
The Failures:
1. Refusal to accept documents during the notice period: Despite sending the required information while the policy is still active, Dial Direct’s "automated system" has apparently locked my account. A notice period is legally intended as a window to remedy issues; Dial Direct is using it as a countdown to financial ruin for the customer.
2. Refusal of Voluntary Cancellation: I have formally requested to cancel the policy myself (Customer Cancellation). The advisors have refused, stating they are "forcing" the insurer cancellation through. This is a blatant attempt to unfairly mark my insurance record for the next five years, which will double my future premiums.
3. Gatekeeping & Stalling: I have been denied immediate manager escalation and told a manager will call in 24–48 hours. With a cancellation deadline looming, this is a deliberate stalling tactic to ensure the "automated" process completes before a human can intervene.
4. Breach of FCA Consumer Duty: Under the 2026 Consumer Duty rules, insurers MUST "avoid foreseeable harm." Dial Direct is intentionally causing me significant financial harm by refusing a voluntary cancellation and refusing to rescind a notice when the documents have been provided.
Their customer service is a brick wall of scripts and "system limitations." They have no regard for the long-term financial impact their administrative rigidity has on their customers. If this is not resolved immediately and my policy is not recorded as "Cancelled by Customer," I will be taking my evidence and call logs directly to the Financial Ombudsman Service.

Unauthorised renewal after the car was sold - terrible service

"I sold my car and informed Dial Direct, yet they still took £229.53 from my account without authorization for a renewal. I never set up direct debit at all. Despite emailing proof of the car sale multiple times, customer service repeatedly claimed they hadn't received it and refused to guarantee a refund. They cancelled my policy but kept my money. I had to bypass their unhelpful support and file a formal dispute with my bank to get my funds back. Extremely frustrating experience and poor communication."

Found the experience straightforward and was very pleased how helpful the staff were

It was so easy to renew my policy ,the customer assistant were very polite , helpful and very patient with my request, nothing was too much 🙂, also the price were indeed excellent, many thanks to all at Dialdirect 👌👍🙏🙏

After numerous attempts elsewhere I stumbled upon Dialdirect and what a surprise. I was greeted by a very knowledgeable adviser who listened carefully to my inquiry and handled the whole experience with patience and understanding, repeating details to confirm that all facts and figures were understood. I have no hesitation in recommending Dialdirect to family and friends.

Very difficult to get through to. My car was written off not by me by my son on his own insurance its cost me £150 to leave ir my insurance goes up from 40 to £90 per month with a £25 admin fee to add my new car. Hidden unnecessary costs. Avoid!

My experience has been okay overall. The pricing is reasonable, but customer service response times could be improved. I haven’t had major issues, but there’s definitely room for better communication.”

Very competitive price easy to navigate with clear layout of insurance cover. Great!

If I could give them 0 stars I would! Absolute rip off and disgraceful service!

I brought a new car nothing too extravagant and they tried to put my monthly payments from £52 up to £283. What a joke!

I cancelled and got a quote straight away and was back to paying £60.

If you're thinking of insuring with these then please think again! DO NOT DO IT! SAVE YOURSELF!

guiding through the application was very easy

Excellent Customer Service. Price is very competitive, I've been with them for 3 years and haven't had any issues. Very good company.

I took out insurance with this company, then get an email not even a month later saying they have cancelled it 2 days after they had cancelled it. They apparently cancelled it because I had put down when I passed my test wrong, which wasn't true as I wasn't even asked that question, I put down how many years I'd been driving but apparently I'd put the month in wrong which wasn't the case. They said they would reinstate it as it was their mistake but the cost of the insurance would go up slightly, it was triple what I was paying so I refused. So after they took the deposit and the first month's payment they'd cancelled it and if only had it 2 weeks!!

I was cancelling my car policy with dialdirect and going to a cheaper car insurance company, but dial direct took money from my account which was nearly double last year's premium, I contacted them and was told it would take up to seven days to receive my money back, another insurance I had and cancelled was returned almost straight away, now because they took the amount it put my account over the overdraft limit and I would incur charges, what can I do. I have contacted by phone and email they have not responded by email or by phone.

Where do I begin? I have lost four hours of my time which I shall never get back but another ten minutes writing this review won't make any difference dealing with the absolute debacle and seven different call centre advisers totally inexperienced in grasping what the issue was, my whole experienced today from dialdirect was nothing short of abysmal, it all started on the 14th of April when I wanted to change my insurance from my current vehicle to a new vehicle, all seemed to be fine having submitted the relevant vehicle details, and a small charge was due to be paid until the policy lapsed as there was only a few weeks left of on the original policy, but then it all started to fall apart? Now correct me if I'm am wrong but we are in the age of the internet and that is how most companies do business these days via online websites, emails are at the forefront of the day to day communication cause that's how we connect but dial direct appear to not to use this simple but effective way to communicate with it's customers, and that's where the problem begins, there was a small issue with a payment correction which was due to take the policy to it's end date, a credit card was lodged with dial direct on the stat of the policy and paid in full, so a payment method was in force and is usual for most insurance companies for renewal payments, a new certificate was issued to cover the vehicle for the remainder of the policy and you of expected that the payment of shall we say of under £5 was due to be taken from said credit card lodged with dialdirect, it wasn't until the 27th of April that i discovered via an email that my insurance policy had been cancelled and my vehicle was no longer insured, on top of that they wanted a £60 cancellation charge, hello dialdirect you cancelled my policy not me, this is all because they claim that this tiny adjustment payment had not been received, this is six days before the policy would have expired anyway, all because they could not be bothered to send communication by email to say you owe this small amount and despite the fact that a payment method was in force at the time, dialdirect are what i would consider as the most incompetent company I have ever had to deal with in my years of insuring vehicles, god knows what problems i would have incurred making a claim, looks like i have had a lucky escape and are pleased to be rid this disastrous company and would never ever recommend them to my worst enemy.

At the moment keep getting the same email about data required to open a new account and take out insurance. Going around in circles. There is no response to emails and goes into a black hole. Not a good start.

Before today I had never heard of this company before. But to take out insurance with them was very easy indeed. No stress, no headaches. And I made a mistake too regarding my claim history and for that they got back in touch for me to either accept the rectified mistake or have it changed. And for a company to actually refund you for your mistake. This is a first for me. So I rate this company hands down. Starting off with pure honesty. You can't get better than this. So again thank you. And I hope to be a long standing customer of yours.

Very easy to access via online.
Very good price!I recomand 200%
Very professional,all phone you need,is there to help you.
Im happy with this company.