Great service, what i like the best is everything was well thought out having break down and all the other extra things that was in place mean I did not have to search elsewhere
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Review summary
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With more features included as standard compared to rivals on the comparison websites and the so called cheapest ones , not on comparison sites . Dial Direct was considerably cheaper and also includ... See more
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I previously wrote a 1 star review for this company after they were unable to underwrite a new vehicle on my insurance policy which had six months remaining. Following this Dial Direct contacted me to... See more
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I've only just obtained insurance with Daildirect. However, so far I'm impressed with their customer service. And the ease in which I was able to purchase purchase the policy.
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Company details
Written by the company
Dial Direct has helped more than 1 million customers with their car, van, home, and life insurance needs. Partnering with leading insurers, we find policies designed to suit your individual needs and requirements with a range of optional additional products. Our fully trained staff are on hand and just a phone call away ready to offer information to our customers to help make an informed choice on the products and services they need. Offering immediate insurance cover whether you buy online or over the phone, Dial Direct can help with your insurance needs.
Contact info
Fusion House, Katharine Way, Bretton, PE3 8BG, Peterborough, United Kingdom
- 0344 412 2137
- socialresponders@bglgroup.co.uk
- www.dialdirect.co.uk
4.1
Great
26K reviews
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Disgraceful Service – Bullying Tactics and Unjustified Price Increase
AVOID, AVOID AVOID!!!
What can I say – absolutely appalling experience.
Back in March, a completely false claim was made against my insurance. The third-party insurer requested an independent inspection of my car, which I fully cooperated with. This was carried out at the end of April, and the report supported my version of events. After that, I heard nothing further until June.
Despite the underwriters closing the case, Direct Dial still decided to increase my premium by £50. Not only that, but they gave me just one working day to resolve the issue before automatically taking the money from my card.
When I tried to push back, I was effectively threatened: either let the payment go through or face an additional £25 admin fee and potential policy cancellation. With my policy being less than 5 months old, they clearly know customers are in a difficult position and take full advantage of it.
There was zero empathy, no accountability, and no willingness to listen. The message was clear: they hold the power, and if you don’t like it, that’s your problem.
Ironically, when I spoke directly to the underwriters, they were excellent – helpful, professional, and fair. Unfortunately, the same cannot be said for Direct Dial.
This company operates with what feels like bullying tactics and shows no real care for its customers. Everything seems fine until you actually need them to step up – and when that happens, you’re on your own.
They have lost my business for good, along with many others I will be advising to stay well clear.
Avoid at all costs.
20 June 2026
Unprompted review
Reply from Dialdirect
Hi Tony,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience and appreciate how frustrating this situation must have been, particularly after cooperating fully with the investigation and believing the matter had been resolved.
We understand your concerns regarding the premium adjustment and the short timeframe provided to respond. Please note that as your broker, we are required to act on instructions provided by the insurer and underwriter regarding policy terms, premiums, and any changes arising from claims notifications or ongoing investigations. However, we are sorry that the reasons for the adjustment and the options available to you were not communicated in a way that left you feeling informed and supported.
It is particularly disappointing to hear that you felt there was a lack of empathy during your interactions with us. We strive to treat all customers fairly and respectfully, and we regret that this was not reflected in your experience.
We would be happy to review what happened if you send your policy details to us at socialresponders@bglgroup.co.uk.
Vicky
Reply from Dialdirect
Hi Mary,
Thank you for your 5 star review and feedback. It's great to hear that you found getting your car insurance uncomplicated and easy.
Leanne
What a farse of a Company.
What a farse of a Company.
After taking over M&S. Never received renewal quote. Cannot logon to my Account. Told to set up new account, which would not linkup to new account. Tried quoting £150 over other trusted Companies.
No wonder M&S got out if this is who they were dealing with.
Cancelled Policy. Never to return.
20 June 2026
Unprompted review
Reply from Dialdirect
Hi David,
Thank you for sharing your honest feedback, and we are sorry for the hassle you faced. It sounds incredibly frustrating to deal with missing quotes, login errors, and pricing that did not match up. We completely understand why you chose to cancel.
This is definitely not the smooth transition or service we want to give our customers. We really appreciate you flagging these system errors so we can work on fixing them.
We hope you have a much better experience with your new provider. We wish you all the best for the future.
Leanne
Reply from Dialdirect
Hi Zana,
Thank you for your 5 star review and feedback. It's great to hear you had such a positive experience with us.
Leanne
I can't believe.
I can't believe after contacting Dial Direct to change my policy to a new vehicle (which was to expensive) so I asked to cancel. The following month Dial Direct took out another payment.
I phoned them and was told I had to cancel through another department (all in the same office on the same system)
Plus now a month later I will be charged a cancellation fee on top of the monthly payment I made for a car I don't own. It's a total rip off. As a pensioner with a disabled wife money is very tight and companies like this are doing this kind of thing with impunity.
It's disgraceful.
19 June 2026
Unprompted review
Reply from Dialdirect
Hello Dennis,
Thank you for taking the time to share your feedback!
We're sorry to hear about your experience and understand how frustrating this situation has been, especially when you're trying to manage costs carefully.
We appreciate that the cancellation process and subsequent payment have caused concern. Our aim is always to make policy changes and cancellations as clear and straightforward as possible, and we're disappointed to hear that this wasn't your experience.
We'd like the opportunity to look into the details of your policy and review what happened. Please email your policy details over to us at socialresponders@bglgroup.co.uk so we can investigate and ensure your concerns are fully addressed.
Thanks Laura
Scammers
Scammers, was with them for a year, allowed the policy to auto-renew, price had gone up but was still reasonable. However, they didn’t contact me to update payment card details (which had expired), and upon first payment failure added a £20 payment failure charge.
Phoned them, as soon as I received the first email from them, though to India. Suggested they remove the charge or cancel the policy, to which they would not remove the charge and wanted to impose an even larger fee for cancelling the policy!
Regards
Darren
18 June 2026
Unprompted review
Reply from Dialdirect
Hi Darren,
Thank you for your feedback. We're sorry to hear that you were unhappy with your renewal experience.
When a policy is set to auto-renew, it remains the policyholder's responsibility to ensure that payment details are up to date. If a payment fails, charges may be applied in line with the policy terms and conditions agreed to at the start of the policy.
We appreciate that unexpected fees can be frustrating, and we're sorry that we were unable to reach a resolution that met your expectations.
If you would like us to take another look at this for you to make sure the correct process was followed, please send your policy details to us at socialresponders@bglgroup.co.uk.
Vicky
Disappointing customer service.
We needed to cancel our policy as we are taking the vehicle off the road with a SORN. The representative had such a strong accent, it was impossible to understand what she was saying, despite being asked to repeat. Also, even though it was the day of renewal, she tried to charge us an "arrangement" fee for cancelling. Eventually she waived the fee after our displeasure. I asked to be transferred to a supervisor, but that didn't happen, even after several minutes on hold. Will not be using this company again. Dreadful customer service.
18 June 2026
Unprompted review
Reply from Dialdirect
Hi Andrew,
Thank you for your feedback. We're sorry to hear that you were dissatisfied with your experience when contacting us to cancel your policy.
We appreciate how frustrating it can be when communication is difficult, and we're sorry to hear that you experienced challenges understanding our representative. We also apologise that your request to speak with a supervisor was not handled as expected.
With regard to the arrangement fee, if a policy has been left to renew, an arrangement fee is applied as outlined within the renewal offer documentation. This fee helps cover the costs associated with arranging the policy. We understand that fees can be frustrating, particularly when circumstances change and a policy is no longer required.
We appreciate you taking the time to share your experience, and your comments will be passed on to the relevant teams for review as we continue to improve our service.
Vicky
I forgot about a no fault of mine car…
I forgot about a no fault of mine car accident 3 years previous when I filled my forms in they gave me a quote took my money then said they had found out about the no fault and my claim had gone up by £43.34 too late to take the next cheapest quote penny pinching cnts shan't be renewing even if they are cheaper
18 June 2026
Reply from Dialdirect
Hi Kevin,
Thank you for taking the time to share your feedback. I am very sorry for the frustration and disappointment this situation has caused.
I understand how frustrating it is to face an unexpected price increase after you have paid, especially for an incident that was not your fault. We check central claims records to ensure policy details are correct, but I completely appreciate that the timing of this has left you feeling let down.
We will be in touch with you to see how we can help.
Leanne
Sensible prices
Sensible prices , cover options favourable, ease of navigation through on line cover purchase,
11 June 2026
Reply from Dialdirect
Hi,
Thank you for your 5 star review and feedback. We are delighted to hear that you found our prices sensible and our cover options favourable. It is also great to know that navigating our online purchase journey was easy for you.
Leanne
Handled extra question re fixed penalty…
Handled extra question re fixed penalty very well
3 June 2026
Reply from Dialdirect
Hi Phil,
Thank you for your 5 star review and feedback. It's great to hear we were able to answer your questions well.
Leanne
Reply from Dialdirect
Hi James,
It's great to hear you received good service from our team!
Rachael
Customer service is great very helpfull…
Customer service is great very helpfull great clear advise
12 June 2026
Reply from Dialdirect
Hi,
Thank you for taking the time to leave us your five-star review!
Vicky
Reply from Dialdirect
Hello John,
Thank you for your great 5 star review. Welcome to Dial Direct!
Rachel
Reply from Dialdirect
Hi Paul,
It's great to hear we offered you a competitive price!
Thanks, Rachael
Reply from Dialdirect
Hi Mary,
It's great to hear you found the website easy to follow!
Kirsty
Getting insurance was easy process and…
Getting insurance was easy process and easy payment
3 June 2026
Reply from Dialdirect
Hi Neill,
Thanks for your 5 star review. I'm glad you found the process really easy to use!
Tahara
I found they were a lot cheaper,the…
I found they were a lot cheaper,the person on the phone was very helpful, they were excellent,asked for the insurance to be sent to me by post,came within 4days, excellent service.thank you.
10 June 2026
Reply from Dialdirect
Hi Martin,
Thank you so much for leaving such a lovely review.
We are delighted to hear that we saved you money and that our team was so helpful. It is great to know your paperwork arrived by post in just four days, exactly when you needed it.
Tahara
Car Insurance
Very simple to register and explanations given plus very competitive price.
8 June 2026
Reply from Dialdirect
Hi Ritchie,
It's fantastic to hear you found it simple registering for insurance with ourselves!
Kirsty
Wery nais,good
10 June 2026
Reply from Dialdirect
Hi Valentina,
Thank you for your 5 star review and feedback!
Kirsty
Dial direct is great on price
Dial direct is great on price
Excellent customer service so polite & most helpful
5 June 2026
Reply from Dialdirect
Hi Sue,
Thank you for the great 5 star review! We're pleased to hear you found our customer service excellent!
Kirsty
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