Dialdirect Reviews 

Absolutely appalling experience with Dial Direct.

On 16 May 2026, I arranged a car insurance policy with Dial Direct (Policy No. 139268383 01) which was due to start on 30 May 2026. The agreed premium was approximately £73 per month.

On 20 May, I was contacted by Dial Direct and told that my premium would increase to around £150 per month because I had allegedly failed to disclose a claim. I explained that I had never made a claim. The incident they were referring to was simply a notification made to my previous insurer regarding a minor scratch. No claim was made by me, no claim was made by the third party, and the third party compensated me directly. I informed my insurer only because I am legally required to report incidents.

Despite explaining this, Dial Direct insisted on increasing the premium. As I was still within the cooling-off period and the policy had not yet started, I requested cancellation and a full refund on 22 May.

I was told the refund would be processed within 6–7 days.

When I called again on 28 May because I had not received the money, a customer service representative told me that the refund had been issued on 22 May and that I should receive it within a few more days.

I called again on 5 June as the money was still not in my account. This time, I was told something completely different: that the refund had actually been issued on 28 May and that their system showed the transfer as completed. I asked the representative to verify my bank details, and she confirmed they were correct.

So which version is true?

• On 28 May I was told the refund had been issued on 22 May and was simply taking time to arrive.
• On 5 June I was told the refund had actually been issued on 28 May.

The contradictory information from different representatives is unacceptable. My policy never started, I cancelled within the cooling-off period, yet I am still chasing money that should have been refunded weeks ago.

The lack of consistency, poor communication, and delays in returning customer funds have caused unnecessary stress and wasted a significant amount of my time.

Based on my experience, I would strongly advise potential customers to think carefully before taking out a policy with Dial Direct. If you value clear communication and efficient customer service, you may wish to consider other insurers.

Very competitive insurance quote. Excellent service so easy ,totally hassle free. Got the cover i need at a great price. 👍

Very easy to deal with very good deal

Terrible service, terrible customer service and just general all round incompetence.

Asking for photo driving licence front back, v5 5 pages, proof of employment, utility bills, none of this you need nor do I have to provide

Very greatest

Very cooperative, does not have to wait long to talk over the phone.

Title: WARNING: Avoid AXA and Dial Direct at all costs If You Want Your Genuine Claim Paid
Be warned: If you are hit by a driver who happens to share the same underwriter (AXA), you may find yourself completely abandoned.
My parked car was hit in a designated bay. The other driver admitted 100% liability in writing. Because AXA underwrites my policy through Dial Direct AND insures the guilty party, both companies completely refused to handle my clear-cut, non-fault claim. One manager outright admitted they couldn't legally refuse it, only for another manager to call back and issue a total refusal anyway.
They looked for every technical loophole possible to avoid paying out, refusing to assist in resolving the issue, and actively blocking me from using the legal expenses cover that I paid for.
Dial Direct hides behind AXA, and AXA protects its own bottom line instead of the paying customer. I have the emails and recorded phone calls to prove this entire ordeal. This matter has been formally escalated to the Financial Ombudsman Service (FOS), the FCA, and the ICO for a full investigation into their claims-handling practices.
Do not trust AXA or Dial Direct to protect you when it matters. If both parties are on their books, expect zero help. Avoid them at all costs.

3 weeks to get broken windscreen replaced.
After an absolute hassle trying to get a replacement windscreen organised their preferred provider has given me an appointment 3 weeks away, no mention of courtesy car or apology. I do not think this is acceptable to pay for insurance to get this kind of service. Absolute joke

An awful company who renewed my insurance with out emailing to say that they would do so and then charge £25 to cancel said insurance.

Don't normally take to review sites but here we are. Initially very happy with the ease of setting up the car insurance, helpful, website user friendly, good communication. Very pleased, until... I tried to amend the insurance to a new car and they wanted a ludicrous amount of money to do this, consisting of payment up front to the end of the policy, admin fees etc. Tried to cancel the policy, they refused to send final statement of account, are wanting another month's fee and asking for nearly £100 in total to cancel. There seems to be a lot of hidden, or not made overly clear, fees. The best bit, I asked a question in the chat regarding the latest payment and the customer service rep just ended the chat. Such a shame, it all started out so promising. Would not use again and would not recommend.

My policy was easy enough to set up online. It was clear and easily understood and meets my present needs, it was considerably cheaper than my renewal quote for the same cover. I have used them before several years ago so was confident in the process.
However as with all insurance companies the acid test comes when a claim has to be made. Since I have not needed to make a claim to date I cannot comment on how that will go. I am however confident it would go well should I ever be unfortunate enough to do so.

I normally stay with the same car insurance. I am pleased that I didn't as I found dial
direct better and cheaper. Thank you.

Payment taken on a renewal that I cancelled 5 days earlier. Waiting a week so far for refund that has still not arrived and after speaking to 3 customer service people. pathetic

Long story short... Decided to take out car insurance with dial direct, received a message within a few days saying that they're putting the price of my policy up and have taken my no claims cover off, I contacted them a few times and ended up with different reasons for this decision, simply told them I don't accept the new policy with the new price etc and that I wish to cancel, they wanted £60 cancellation fee even though I technically didn't have a policy with them, that ended up getting wiped and I was offered £50 & then a following £45 for their "mistakes". The policy has now been canceled down but they'd like another month's payment plus a fee on top so they're now chasing me down for £100 and threatening debt collectors if I don't pay it, I've contacted them numerous times, one minute it's with the debt collectors and out of their hands, the next minute they're chasing it and saying it will be going to the debt collectors, so who knows, I'm unsure how this is happening on a policy I rejected?! But I'm getting nowhere with the company so I'm currently in contact with the ombudsman.
Do Not Use This Company (Read The Reviews!)

Very professional, thank you for your service.

Great to deal with easiest address change

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.