COVID-19: Customer update

We’re currently experiencing a high volume of calls into our contact centre and whilst we are doing our very best to maintain service levels, we ask that you only call our contact centre if absolutely necessary so we can keep our phone lines available  for vulnerable customers and those who don’t have access to online services.

If you need to check any details or make a change to your policy, please  log in to your Self-Service Centre. It will be much quicker for you to make changes to your policy online at the moment. Once logged in, you can also use our Webchat service which is available Monday- Saturday 8am-6pm and Sunday 10am-4pm to make changes, accept or decline your renewal or if you need to let us know about a claim. To log in, please click here.

We also have some other information that may be useful. Click here to read our FAQ’s, and information on what we are doing to support key workers can be found here.

Fraud Prevention Measures

Our measures against fraud

We take every step we can against people trying to commit fraud. Fraudulent activity can lead to everyone else having to pay higher premiums whilst the fraudsters benefit.

Here at Dial Direct our customers come first which is why we look into potential frauds in detail to make sure fraudsters aren’t profiting from the system at everyone’s expense.

What steps do we take?

To make our investigations as effective as possible we gather data from a wide range of industry-wide sources. These include other businesses, police forces and other law enforcement bodies. Once we have collected this data we use state-of-the-art technology to cross-reference it with our internal databases and other external data sources, and by liaising with insurers to check information that might look suspicious.

You may recognise some of the fraud prevention steps we take from when you last purchased insurance. When you provided personal details, your no claims discount and information about any previous claims you’ve had, these all go through a checking process to help us identify you as one of our valued customers and not a fraudster.   

Why do we go to all the trouble?

Fraud is something that might have a negative effect on our customers, so we’re committed to fighting against it. It’s as simple as that.

Verifying applications

Because we check all the information and data we receive it is important you provide information that is accurate and disclose everything necessary. Supplying inaccurate information might result in your insurance not being valid and hinder any future insurance purchases.

Proof of No Claims Discount

No Claims Discount documents are an integral part of purchasing insurance. Documents provided to prove No Claims Discounts are all verified and any fraudulent or fake documents will invalidate a policy.

Claims checking

We go through every claim in detail so that the few people who try to place a fraudulent claim don’t benefit and you don’t have to pay the price as a result.

Our processes for verifying claims are carried out at various stages, including before and after payment.

What prior claims do I need to disclose?

If you or anyone else named on your vehicle insurance policy have made a claim for damage, loss or liability in the last 5 years (including windscreen replacements), you must tell us. You need to inform us about any claims for loss, liability or damage made on your car or van insurance policy made by you or another driver named on your policy in the past 5 years. This includes any windscreen replacements that have been claimed for. You also need to inform us if your car or van was damaged but you didn’t make a claim.

We have these checks in place to help stop fraudulent activity but also to try and make sure you won’t be disappointed if you make a claim. Not disclosing a past claim could mean your insurance isn’t valid and result in its cost increasing or cancellation.

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