Review Time
I discovered a fantastic offer online, but the platform had trouble processing my payment. Fortunately, I was quickly connected with a representative who further lowered the price. Their assistance was incredibly helpful.
I faced the worst customer support imaginable. After spending over two hours on the phone, I still couldn't get a clear answer. I was shuffled between various departments, only to be told repeatedly that I needed to contact someone else or my insurer, which meant I had to wait in the call queue again and repeat my issue. They sent letters indicating an unexpected charge of £141 without any explanation. When I inquired about it, nobody could clarify why it was applied initially. After more than two hours, I was informed that the charge would not be deducted anymore, but again, no explanation was provided. The representative didn’t listen, acted dismissively, and left me on hold for long stretches. I requested to speak to a manager but was told that management was handling my case without any direct communication. Overall, it was a deeply frustrating experience marked by poor communication and a lack of transparency. Based on this experience, I would not recommend them.
I encountered the worst customer support I have ever faced. I spent over two hours on the phone, yet I struggled to receive a clear answer. I was repeatedly transferred between departments, only to be told I needed to talk to someone else or reach out to my insurer — which led to being placed back in the queue and having to explain my situation from scratch. They sent letters indicating an additional charge of £141 without any explanation. When I called to inquire, no one could clearly articulate why this fee was applied. After more than two hours, I was informed that the £141 would not be deducted, but once again, there was no clarity on why the charge was initially imposed or why it was removed. The representative didn’t listen to my concerns, acted as if they had all the answers, and kept me on hold for extended periods. I even requested to speak with a manager. I was placed on hold, only for the same representative to return and inform me that “management is handling my case,” but I could not speak to them directly. Overall, it was extremely frustrating, with poor communication and a significant lack of transparency. Based on my experience, I cannot recommend this service.
I took out insurance with the company after switching from a provider I had for ten years, attracted by the pricing and extras. However, after a serious accident caused by another driver, I faced significant issues. I was hospitalized for a week, and my family reported the claim on my behalf. Two weeks later, I called for an update and was told there was no claim because I supposedly stated I didn’t want to pursue one while unconscious. My car is written off, and I have serious injuries, yet I was treated rudely. I was also told my claim was sent to another entity, but they said it was returned to the company. No one has contacted the Police for necessary details. It’s been two weeks with no progress or communication. Is this how customers are treated, especially those involved in serious accidents? I’m now home, just days before Christmas, feeling completely stuck. If I don’t hear from them soon, I will escalate this to the financial ombudsman. The service has been utterly disgraceful when I needed support the most, causing me immense stress during my recovery.
I obtained insurance with the company after moving from a provider I had for ten years. The pricing was appealing along with some good extras. However, after a serious accident where I was hit head-on and hospitalized, I faced major issues. My family reported the claim since I was unable to. Now, two weeks later, I called for an update and was told by multiple representatives that there was no claim because I supposedly said I didn’t want to pursue one. How could that be possible while I was unconscious? With my car written off and serious injuries, I was treated rudely and told I didn’t want to claim. I was informed my claim was sent to another entity, but they said it was returned to the company. No one has contacted the Police for necessary details. How is it that two weeks have passed without any action? Is this how customers are treated, especially those involved in serious accidents? I’m now home, just days before Christmas, feeling abandoned and blamed. If I could, I would not choose this company again. Don’t be misled by attractive prices and perks. If I don’t receive contact soon, I will escalate this issue to the financial ombudsman. This service has been utterly unacceptable during a time when I needed help the most.
If I could rate lower, I would. The service has been shocking. I submitted proof from my previous insurer as requested, but they never acknowledged receipt. The number of times I’ve had to reach out and go in circles is absurd. I regret choosing them now. I’m eager to see how they handle my complaint, as I will escalate this to the ombudsman.
In September, I purchased a comprehensive policy with a no claims bonus included. After my car failed its MOT due to severe corrosion, I had to SORN it. When I called for cancellation, I was informed of a £60 cancellation fee and an additional £71.82 to secure my no claims bonus, which I found unclear. I won't use them again.
I pay for insurance to protect my car and passengers in case of an accident, yet all they did was look for a reason to deny my legitimate claim. They did not assist me in resolving the issue they used to avoid handling my non-fault claim. I will report this to the ombudsman for their unlawful refusal and lack of support. I cannot even access the legal services I paid for as they denied the non-fault claim. Do not trust this company.
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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. See more
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