Dialdirect Reviews 

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

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.

Extremely disappointing experience with Dial Direct following the theft of our vehicle.

Four weeks later we are still awaiting settlement on a total-loss claim, and communication throughout has been extremely poor.

Speaking to a ‘real person’ has been frustratingly difficult, updates are limited, and we have spent far too much time chasing for information ourselves.

At a time when customers are already stressed and inconvenienced, the lack of proactive communication and support has made the situation far worse.

Would not recommend based on our experience. Interestingly my partner was with a Aviva who settled with 11 days. Mine only just finalised and my son is still waiting! Nobody up to date and nobody know anything!

Very easy to get my car insurance

I received an email from Dial Direct about an alleged renewal, even though I have no policy with them. Their tone is pushy, key information is buried, and the absence of a clear opt‑out route is non‑compliant with FCA expectations around fair, clear and not misleading communication.
The tone implies I'm already on board and they keep calling it a renewal, but I have never held a Dial Direct policy. The parent company, BISL, only have my details because M&S Insurance outsourced administration to them. What they have sent is NOT a renewal. It is an unsolicited new‑business offer dressed up as a renewal, but charging significantly more than if I'd come to them as a new customer (poor practice).
There is no existing policy with them:
• no contractual relationship;
• no prior consent;
• no prior agreement to auto‑renew; and
• no legal basis to treat me as an existing customer.
That is not a renewal, it is "inertia-selling", and seems to be misrepresentation of the nature of Dial Direct's product and under FCA communications must not be misleading.

Dial Direct's email say the price is “in the booklet”, not good enough, FCA guidance expects the renewal premium to be prominently displayed.
Aggressive framing — “We’ll automatically renew your policy for you” without immediately explaining how to stop it is manipulative.
No opt‑out instructions in the email, they must clearly state how to decline renewal. Hiding it in a booklet is not acceptable.

The "booklet" attached claims cancellation is phone‑only, even though they attempted to lock me in by email. I’ve emailed both their contact address and their complaints team to opt out. Email opt‑out should be automatic when email is the method they use to renew.

Everything they have done falls short of the FCA requirement for communications to be fair, clear and not misleading (ICOBS 2.2.2R). The renewal price was also 11.77% higher than the new‑customer prices for the same BISL brands, which raises concerns under the FCA’s General Insurance Pricing Practices rules. Very poor transparency.

UPDATE - Dial Direct took less than an hour to reply here, telling me to contact a social media email address. Still waiting for them to acknowledge email instructing them not to proceed with the so-called renewal.

Easy to use and clear
Good price too

Friendly costumer service easy to set up would recommend to a friend