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Dialdirect App FAQ's

Dialdirect Payback

What is Dialdirect Payback?

With Dialdirect Payback, you can earn cash back every single month and up to 100% of your premiums back in cash after 4 years. Here’s how: 

Dialdirect Payback Bonus  

  • Pays you up to 25% of all your premiums or your total first year’s premiums back in cash (whichever is less) after 4 years of claims-free, uninterrupted cover.

Dialdirect Monthly Payback

Automatically included in your Dialdirect policy if you have comprehensive vehicle insurance.

  • Earn up to 25% of your comprehensive vehicle insurance premiums back in cash every month, here’s how:
    • Up to 15% through your driving behaviour, which is used to calculate your Overall Drive score.
    • 5% if you add Home Contents cover to your policy.
    • 5% if you add Buildings cover to your policy.
  • No fixed devices or additional hardware is required. Just download the Dialdirect Insurance App from your relevant App store (IOS and Android) and register.

Boost your earning potential to up to 75% of your comprehensive vehicle insurance premiums for a small additional monthly fee with the Dialdirect Payback Booster.

Dialdirect Payback Booster

  • Earn up to 75% of your comprehensive vehicle insurance premiums back in cash every month, here’s how:
    • Up to 60% based on your driving behaviour, which is used to calculate your Overall Drive score.
    • 5% if you add Home Contents cover to your policy.
    • 5% if you add Buildings cover to your policy.
    • 5% by successfully completing all of these Additional activities:
      • Vehicle safety check
      • Eye test
      • Risk confirmation
      • Survey                                                

Do existing customers qualify for Dialdirect Payback?

Yes, all customers qualify for the Dialdirect Payback Bonus and those with comprehensive vehicle insurance also qualify for Dialdirect Monthly Payback.

 

What are the costs of the Dialdirect Payback Bonus and the Dialdirect Monthly Payback?

  • Dialdirect Payback Bonus: automatically included at no additional cost.
  • Dialdirect Monthly Payback: automatically included at no additional cost for customers with comprehensive vehicle insurance.
  • Dialdirect Payback Booster: optional, at a small additional monthly fee (per vehicle), for customers with comprehensive vehicle insurance.

Dialdirect Payback Bonus

What is the Dialdirect Payback Bonus?

The Dialdirect Payback Bonus is a cash payout given to customers after 4 years of claims-free, uninterrupted cover. This amount is equal to either 25% of all your premiums or your entire first year’s premiums (whichever is less). 

 

Do all claims reset my Dialdirect Payback Bonus?

No, because we’d really like to give you cash back, there are many claims that won’t reset your Dialdirect Payback Bonus. These are listed below per cover type:

  • Vehicle claims:
    • Vehicle stolen, if an approved tracking system was fitted
    • Windscreen chip repairs
  • Home Contents and Buildings claims:
    • Fire-brigade charges following a fire at the residential address
    • Rent to live elsewhere
  • Home Contents claims:
    • Garden furniture
    • Guests’ property
    • Money stolen from the customer’s home 
    • Loss of documents, coins or stamps
    • Domestic employee’s belongings
    • Belongings in a removal truck
    • Hole-in-one/Bowling full-house
    • Medical expenses
    • Veterinary expenses
  • All Premium Relief claims:
    • Retrenchment premium waiver
    • Death premium waiver
    • Total permanent disablement premium waiver

All the above claims have their own cover limits and terms and conditions. Please refer to our policy book for more information.

 

What affects my Dialdirect Payback Bonus?

  • Missed premium payments.
  • Interruptions in cover will reset the 4 year calculation period.
  • All claims except the following:
    • Vehicle claims:
      • Vehicle stolen, if an approved tracking system was fitted
      • Windscreen chip repairs
    • Home Contents and Buildings claims:
      • Fire-brigade charges following a fire at the residential address
      • Rent to live elsewhere
    • Home Contents claims:
      • Garden furniture
      • Guests’ property
      • Money stolen from the customer’s home
      • Loss of documents, coins or stamps 
      • Domestic employee’s belongings
      • Belongings in a removal truck
      • Hole-in-one/Bowling full-house
      • Medical expenses
      • Veterinary expenses
    • All Premium Relief claims:
      • Retrenchment premium waiver
      • Death premium waiver
      • Total permanent disablement premium waiver

All the above claims have their own cover limits and terms and conditions. Please refer to our policy book for more information.

 

Is the Dialdirect Payback Bonus different from the Cash Back Bonus?

No, you will still get cash back after 4 years of claims-free uninterrupted cover with the Dialdirect Payback Bonus, which was previously known as the Cash Back Bonus. The difference is that customers with comprehensive vehicle cover now also benefit from the Dialdirect Monthly Payback.

 

When do I get paid my Dialdirect Payback Bonus?

Every 4 years, subject to your cover remaining claims-free (except for those claims specifically excluded per section 2.2) and uninterrupted.

Check your online dashboard at dialdirect.co.za for your projected payout date.

 

How do I receive my Dialdirect Payback Bonus?

Your Payback Bonus will be paid into the account from which your premium is deducted.

Dialdirect Monthly Payback

What is Dialdirect Monthly Payback?

Dialdirect Monthly Payback consists of:

Dialdirect Monthly Payback automatically included, at no additional cost, for customers with comprehensive vehicle insurance.

Dialdirect Payback Booster optional, at a small additional monthly fee (per vehicle), for customers with comprehensive vehicle insurance.

Dialdirect Monthly Payback allows you to earn up to 25% of your comprehensive vehicle insurance premiums back in cash every month. Here's how:

  • Up to 15% through your driving behaviour, which is used to calculate your Overall Drive score.
  • 5% if you have Home Contents cover on your policy.
  • 5% if you have Buildings cover on your policy.

If you take the Dialdirect Payback Booster, you can earn up to 75% of your comprehensive vehicle insurance premiums back in cash every month. Here's how:

  • Up to 60% based on your driving behaviour, which is used to calculate your Overall Drive score.
  • 5% if you have Home Contents cover on your policy.
  • 5% if you have Buildings cover on your policy.
  • 5% by successfully completing all of these Additional activities:
    • Vehicle safety check
    • Eye test
    • Risk confirmation
    • Survey

How does Dialdirect Monthly Payback work?

Earning is really easy:

  • Have comprehensive vehicle insurance.
  • Download and register on the Dialdirect Insurance App.
  • Start driving – sensors on your smartphone monitor your driving behaviour, which is used to calculate your Trip scores and Overall Drive score. This contributes to your Monthly Payback amount – up to 15% if you have Dialdirect Monthly Payback and up to 60% if you have Dialdirect Payback Booster.
  • If you have Dialdirect Monthly Payback or Dialdirect Payback Booster, you can increase your earnings by having additional cover on your policy – 5% for Home Contents cover and 5% for Buildings cover.
  • If you have Dialdirect Payback Booster, you can further increase your earnings by another 5% by successfully completing all of these Additional activities:
    • Vehicle safety check
    • Eye test
    • Risk confirmation
    • Survey

Below is a breakdown of how your earnings would be calculated: 

Category
Automatically Included Dialdirect Monthly Payback %
Dialdirect Payback Booster
Monthly Payback %
Additional cover maximum %
10.0%
10.0%
Vehicle + Home Contents
5.0%
5.0%
Vehicle + Buildings
5.0%
5.0%
Vehicle + Home Contents + Buildings
10.0%
10.0%
Overall Drive score Maximum
15.0%
60.0%
1 Star
0.0%
5.0%
2 Stars
2.5%
7.5%
3 Stars
5.0%
12.5%
4 Stars
7.5%
25.0%
5 Stars
15.0%
60.0%
Additional activities Maximum
0.0%
5.0%
Vehicle safety check(12 months)
Survey(12 months)
Each activity is valid for 12 months and you will earn your 5% when all of them are successfully completed. When an activity expires it must be completed again to continue earning.
Eye test(12 months)
Risk confirmation(12 months)
Maximum percentage
25.0%
75.0

 

How much does Dialdirect Monthly Payback cost?

  • Dialdirect Monthly Payback: automatically included, at no additional cost, for customers with comprehensive vehicle insurance.
  • Dialdirect Payback Booster: optional, at a small additional monthly fee (per vehicle), for customers with comprehensive vehicle insurance.

How do I download the App?

  • For Apple (IOS) – visit the App store, search for the Dialdirect Insurance App and install it.
  • For Android – visit the Google Play Store, search for the Dialdirect Insurance App and install it.

 

Do I need to install any additional devices/tracking units?

No, only the smartphone App is required.

 

Who can benefit from using the Dialdirect Insurance App?

Anyone. Dialdirect customers can use the App and earn their Dialdirect Monthly Payback but anyone can use it to at least track their driving behaviour. 

 

How do I register if I am not a Dialdirect customer?

You can try the App for 15 days without registering but you will still need to accept the App terms and conditions.

If you still want to use the App after 15 days, and you're not a customer, then you will need to register and provide the following details:

  • Cell phone number
  • Email address
  • ID number
  • App password

Then link your phone to the App using the OTP (one-time password) sent to you via email or SMS.

By providing the above details and linking your phone, you unlock additional functionality including: Driver challenges, Leaderboards and Vouchering.

Remember that if you are not a Dialdirect customer, you will not benefit from Dialdirect Payback in the form of cash back but you will unlock additional functionality including: Driver challenges, Leaderboards and Vouchering.

 

How do I register if I am a Dialdirect customer?

  • Download the Dialdirect Insurance App.
  • Provide the following details:
    • Cell phone number
    • Email address
    • ID number (optional)
    • App password
  • Accept the App terms and conditions.
  • Then link your phone to the App using the OTP (one-time password) sent to you via email or SMS.

The App will automatically identify you as a Policyholder and/or Regular driver.

 

I have already registered on a previous version of the App – do I need to register again?

You can use your existing Dialdirect online profile details to log in to the App. You will however need to provide some additional details to complete your App profile, like your App user name and your ID number.

 

If I already have an online website profile, do I need to register on the App?

You can use your existing Dialdirect online profile details to log in to the App.

You will however need to provide some additional details to complete your App profile, like your App user name and your ID number.

 

Is the App linked to the actual phone?

Yes, every phone has its own unique device ID.

 

How many phones can I link the App to?

Only one phone at a time. If you change phones you can link the App to your new phone.

 

What happens if I get a new cell phone?

Just install the App on your new phone and log in with your existing profile details. The new device ID will then be linked to your App profile.

 

What happens if I get a new cell phone number?

Simply update your number in the profile section of your online dashboard at dialdirect.co.za.

 

Who can use the Assist services?

All registered users of the app can make use of this service by calling

0860 911 911. If however you're not a Dialdirect customer, the cost of this service will be for your own account.

 

How do I pay for the Dialdirect Payback Booster?

The Dialdirect Payback Booster fee will be deducted with your monthly comprehensive vehicle insurance premium. The fee is applicable per comprehensively insured vehicle on a policy where the Dialdirect Payback Booster has been activated.

 

How is the Dialdirect Monthly Payback calculated?

An Overall Drive score at the last day of a calendar month is required to earn Dialdirect Monthly Payback. To have an Overall Drive score, a minimum of 8 valid trips (trips of at least 1km) is required in the previous 28 days. Note that the 28 day period is a "rolling" period.

You can increase your earning potential if you have Home Contents and/or Buildings cover on your policy and also by activating the Dialdirect Payback Booster and successfully completing the Additional activities. A breakdown of all your potential earnings is shown in the table below. 

Category
Automatically Included Dialdirect Monthly Payback %
Dialdirect Payback Booster Monthly Payback %
Additional cover maximum
10.0%
10.0%
Vehicle + Home Contents
5.0%
5.0%
Vehicle + Buildings
5.0%
5.0%
Vehicle + Home Contents + Building
10.0%
10.0%
Drive score maximum
15.0%
60.0%
1 Star
0.0%
5.0%
2 Stars
2.5%
7.5%
3 Stars
5.0%
12.5%
4 Stars
7.5%
25.0%
5 Stars
15.0%
60.0%
Additional activities maximum
0.0%
5.0%
Vehicle safety check (12 months)
Survey (12 months)
Each activity is valid for 12 months and you will earn your 5% when all of them are successfully completed. When an activity expires it must be completed again to continue earning.
Eye test (12 months)
Risk confirmation (12 months)
Maximum percentage
25.0%
75.0%

 

Which account is my Dialdirect Monthly Payback paid into?

This depends on whether or not you've selected a different bank account for Dialdirect Monthly Payback. In this case, payment will be made into the selected bank account. If however you do not select a different bank account, payment will be made into the same account from which the monthly premium for the relevant cover is deducted.

 

Can my Dialdirect Monthly Payback be paid into a different account to that which I use to pay my premium? 

Yes, you can contact us to add a Dialdirect Monthly Payback account.

 

When is my Dialdirect Monthly Payback paid?

It is paid into the selected bank account no later than the 10th working day of the following month.

 

What is the lowest amount that will be paid out for the Dialdirect Monthly Payback?

If the Dialdirect Monthly Payback amount for the previous month is less than R10 per vehicle, it will be carried over to future months until the amount earned exceeds R10, which will then be paid to you during the next payout cycle.

 

Do claims impact my Dialdirect Monthly Payback?

No, claims do not have an impact on your Dialdirect Monthly Payback. 

 

Will my driving behaviour be used at claims stage? 

Your driving information will not be used at claims stage without your consent. 

 

Why would I not receive my Dialdirect Monthly Payback?

  • If the Dialdirect Monthly Payback amount was below the minimum payout of R10.
  • If your premium was not paid for the month.
  • If you downgrade your vehicle cover from comprehensive to third party, fire and theft or third party only .
  • If you cancel your policy during the month.
  • If you have not completed the minimum number of valid trips required to have an Overall Drive score.

If you've met the above criteria and still haven't received payment, please get in touch with us:

 

If I don't have comprehensive vehicle insurance but do have Home Contents and Buildings cover, will I be able to earn Monthly Payback?

No, you need to have comprehensive vehicle insurance, be registered on the App and have an Overall Drive score at the last day of a calendar month in order to benefit from Dialdirect Monthly Payback.

 

What happens if I take out a policy during the month?

Your Dialdirect Monthly Payback amount is calculated on the premium received for the month; in this instance you will receive Payback on the pro rata risk premium paid.

 

What happens if I activate the Dialdirect Payback Booster during the month?

If this is for a new policy and/or a new vehicle:

You will only pay a pro rata fee for adding the Dialdirect Payback Booster during the course of a month. Similarly, your payout will be calculated based on the pro rata vehicle risk premium paid for the month. 

If you have an existing policy:

You will pay the full amount for the Dialdirect Payback Booster and your payout will be calculated based on the full vehicle risk premium paid.

 

What happens to my Dialdirect Monthly Payback if I change my vehicle during the month?

Your Dialdirect Monthly Payback calculation will take into account all comprehensive vehicle insurance premiums received during that month. 

 

What happens if I cancel the Dialdirect Payback Booster?

  • You will be reverted back to Dialdirect Monthly Payback. If the change is made during the month (and not at the start of the following month), the full Dialdirect Payback Booster fee, paid for that month, will be refunded to you.
  • No Dialdirect Payback Booster benefits will be payable for the month.

 

What happens if I cancel my policy during the month?

  • If you have the Dialdirect Payback Booster, the fee paid for that month will be refunded to you.
  • No Dialdirect Monthly Payback benefits will be payable for the month. However any outstanding, below the threshold, Payback amounts will be paid to you.

 

What happens if I remove a comprehensive vehicle from my policy during the month?

  • If you have the Dialdirect Payback Booster, the fee for that month will be refunded to you.
  • No Dialdirect Monthly Payback benefits will be payable for the month. However any outstanding, below the threshold, Payback amounts will be paid to you.

 

What happens if I downgrade my cover from comprehensive to third party, fire and theft or third party only?

  • If you had activated the Dialdirect Payback Booster, the full fee paid for that month will be refunded to you.
  • No Dialdirect Monthly Payback benefits will be payable for the month. However any outstanding, below the threshold, Payback amounts will be paid to you.

 

What is the Trip score and Overall Drive score?

Trip score:

  • A Trip score displays after every valid trip. If the trip was not valid then no Trip score is displayed on the App. A valid trip is defined as a trip of at least 1km.

Overall Drive score:

  • The Overall Drive score is only calculated and displayed on the App if you have had 8 valid trips in the previous 28 days. The 28 day period is a "rolling 28 days" which means that a you could "lose" and "regain" your Overall Drive score, depending on whether you have met the minimum 8 valid trip requirement in the previous 28 days.
  • The Overall Drive score is used to calculate your Monthly Payback amount – if you do not have an Overall Drive score on the last day of the calendar month then you would not receive Monthly Payback for that month.

Both valid Trip scores and the Overall Drive score are represented on a scale of 1 to 5 Stars (where 5 Stars = best) and  uses the following  Drive score  factors:

  • Distance
  • Speeding
  • Acceleration
  • Braking
  • Route risk index
  • Cell phone use
  • Nighttime driving 

 

How is each of the Drive score factors determined, measured and/or displayed?

Distance

What is it?

The total distance travelledin a trip.

How is it measured?

This factor is measured as the distance from where the trip starts to where the trip ends, as recorded on the App and is displayed in kilometres.

How does it affect my Trip and Overall Drive scores?

The further you travel, the higher your exposure to risk on the road and therefore the greater the negative effect this factor has on your Drive score.

Speeding

What is it?

Travelling above the legal speed limit.

How is it measured and displayed?

Speeding is measured as the ratio of time spent above the legal speed limit in relation to the total trip time and is displayed as a percentage.

How does it affect my Trip and Overall Drive scores?

The higher your speeding ratio, the more negatively your score is impacted.

Acceleration

What is it?

How quickly you increase in speed.

How is it measured and displayed?

While speeding refers to your overall speed, acceleration events are measured as the number of rapid increases in speed during a trip.

To test your acceleration, place a flat smooth object, such as a book, on your passenger seat. If the book slides backwards, this is likely an acceleration event.

How does it affect my Trip and Overall Drive scores?

The number of acceleration events per kilometre of distance travelled is calculated using the total number of acceleration events in a trip.

The higher this figure, the more negatively your score is impacted.

Braking

What is it?

How quickly you decrease in speed.

How is it measured and displayed?

Braking events are measured as the number of sudden decreases in speed over a short period of time.

To test your braking, place a flat smooth object, such as a book, on your passenger seat. If the book slides forward, this is likely a braking event.

How does it affect my Trip and Overall Drive scores?

The number of braking events per kilometre of distance travelled is calculated using the total number of braking events in a trip. The higher this figure, the more negatively your score is impacted.

Route risk index

What is it?

A personalised measure of your risk exposure on the route travelled.

How is it measured and displayed?

A combination of factors is used, such as road congestion and time spent at a slow rolling speed (less than 3.2km/h) or standstill. The proportion of time exposed to risk is then expressed as a percentage of your total trip time. It is displayed using index categories of Low, Medium, High, Very High and Extreme.

How does it affect my Trip and Overall Drive scores?

The higher the index, the more negatively your score is impacted.

Cell phone use

What is it?

Engagement with your cell phone while driving.

How is it measured and displayed?

Using the sensors in your smartphone, the level of intensity of engagement with your phone is measured. This intensity measure is displayed using index categories of Low, Medium, High, Very High and Extreme.

How does it affect my Trip and Overall Drive scores?

The more you physically engage, and the extent to which you engage with your cell phone while driving, the worse your score. Remember it's not safe to engage with your cell phone while driving so rather put it in a safe and stable place e.g. a fixed holster and do not use it until you are stationary. Also, keep in mind that passengers engaging with your phone would also impact your score.

Nighttime driving

What is it?

The amount of time you spend travelling at night.

How is it measured and displayed?

A ratio is calculated of the amount of travel time that took place during nighttime hours versus that of daytime hours and is reflected as a percentage.

Nighttime hours are those between 10pm and 5am. Based on historic risk data, this time period has shown the most number of risk-related incidents.

How does it affect my Trip and Overall Drive scores?

The higher this figure, the more negatively your score is impacted. 

 

Does my Overall Drive score affect my monthly premium? 

No, the Overall Drive score does not have any impact on your monthly premium. 

 

How do i start a trip?

The app will automatically detect once you have started driving, so you dont have to do anything to track your trip.

 

What happens if I forget to stop my trip?

The auto stop function should stop your trip. The app will automatically detect when you have stopped driving and will save your trip details

 

Is there a minimum trip distance required to calculate my Drive score per trip?

Yes, there is a minimum distance of 1km required for a trip to qualify as valid. Scores will only reflect if the trip was deemed valid per the distance hurdle.

 

Is there a minimum distance required to calculate my Overall Drive score? 

No, not directly. The minimum distance only applies on a per trip basis. The Overall Drive score is the average of valid Trip scores over the previous 28 days. In order for any trip to count as a valid trip, the minimum distance criteria of 1km must be met.

 

Is there a minimum number of trips required to calculate my Overall Drive score?

Yes, a minimum of 8 valid trips, in a 28 day rolling period, is required to calculate an Overall Drive score.

Remember that the Overall Drive score used to calculate your Dialdirect Monthly Payback is calculated on the last day of the calendar month, using the rolling average of the previous 28 days and you must have tracked at least 8 valid trips during this 28 day period.

 

Do I need data on my phone?

  • First time App users will need a data or WiFi connection to register on the App and update all their App information.
  • If you've already registered, you will require data or a WiFi connection to update the App newsfeed and performance information. This information will not update without an active data or WiFi connection.
  • For tracking trips, data is not required as it only uses the phone's GPS signal however to see a trip summary after a completed trip, a data or WiFi connection will be required. If this is not available, the trip information will be stored on the phone until the trip data can be synced either via data or WiFi depending on your upload settings.

 

Is my trip automatically uploaded?

Yes, it's uploaded either via data or WiFi, which can be selected in your settings on the App.

 

What happens to my trip data if I don't have a WiFi connection?

If you have selected the WiFi trip upload option, the trip data will be stored on your phone until you have WiFi signal again, after which the trip data will be uploaded and cleared from your phone.

 

What happens if I run out of data?

Trips can still be tracked using your phone's GPS signal. But other App information like the newsfeed, performance information and trip summaries will not be updated until data has been loaded again or a WiFi connection is established.

 

Is it possible for my phone to not have sufficient memory/storage to save my trip?

Yes, but it is very unlikely. Trip file sizes are optimised to be kept as small as possible so they take up the minimum amount of space. The file size is roughly 50kb per 10 minutes on the road and trip files are removed from the phone's memory once the trip is uploaded. 

 

What happens if I run out of data during my trip?

The trip will still be tracked using your GPS signal as data is not required for trip tracking. You will however only receive a trip summary once your trip data has been synced when you have a data or a WiFi connection. 

 

Over what period is my Overall Drive score calculated? 

The Overall Drive score is based on your driving behaviour for the last 28 days. Remember an Overall Drive score will only reflect if you have completed at least 8 valid trips in a 28 day rolling period.

 

What if I have one or two bad trips? 

This should have minimal effect as a 28 day rolling average, of at least 8 trips, is used to calculate your Overall Drive score and Monthly Payback.

 

Will I still have a Trip score if I am driving someone else's car?

Yes, if it was a valid trip (of at least 1km). Remember the Trip score is based on your driving behaviour and not the vehicle you are driving. As long as you have your phone with you, your driving will be tracked. It will still only be deemed a valid trip if it is more than 1km. 

 

What happens to my Trip score if I am the passenger?

Unless you classify a trip as a passenger trip, it will affect your Overall Drive score (if it is a valid trip).

You have up to 4 hours after a trip to make this selection. However, trips taken on the last day of the month must be classified as a passenger trip by midnight.

 

What must I do if a trip is captured when I was not travelling in a car? E.g. Driving a golf cart, cycling, on a train.

To ensure that this does not affect your Overall Drive score, classify it as a passenger trip.

 

If someone else is driving my car, do they need to use the App?

No, Trip scores are based on your driving behaviour only.

 

How much does the Overall Drive score contribute to my Dialdirect Monthly Payback?

_
Automatically included with comprehensive vehicle cover
Comprehensive vehicles with Dialdirect Payback Booster
Driver score Maximum
15.0%
60.0%
1 Star
0.0%
5.0%
2 Stars
2.5%
7.5%
3 Stars
5.0%
12.5%
4 Stars
7.5%
25.0%
5 Stars
15.0%
60.0%

 

If I also have Home Contents and/or  Buildings cover on my policy, how much does this contribute to my Dialdirect Monthly Payback?

_
Automatically included with comprehensive vehicle cover
Comprehensive vehicles with Dialdirect Payback Booster
Additional cover Maximum
10.0%
10.0%
Vehicle + Home Contents
5.0%
5.0%
Vehicle + Buildings
5.0%
5.0%
Vehicle + Home Contents + Buildings
10.0%
10.0%

 *You need an Overall Drive score at the last day of a calendar month in order to earn these additional cover benefits.

 

How much do the Additional activities contribute to my Dialdirect Monthly Payback?

_
Automatically included with comprehensive vehicle cover
Comprehensive vehicles with Dialdirect Payback Booster
Additional activities
0.0%
5.0%
Vehicle safety check (12 Months)
N/A
Survey (12 Months)
Eye test (12 Months)
Each activity is valid for 12 months and you will earn your 5% when all of them are completed. When an activity expires it must be completed again to continue earning.
Risk confirmation (12 Months)

*You need an Overall Drive score as at the last day of a calendar month in order to earn these additional cover benefits

What operating system does my phone require? 

  • For Apple devices, the App requires iOS version 8.1 and above.
  • For Android devices, the App requires Android 4.4 “KitKat” and above. 

In which App stores can I find the Dialdirect Insurance App? 

The App is available in the following App stores:

  • Google Play Store –  available in all countries
  • Apple App Store – available in South Africa, United States and United Kingdom

Why can I not find the Dialdirect Insurance App in the Apple App Store or Google Play Store?

Please ensure that you are using the correct operating system. For Apple devices, iOS version 8.1 and above is required and for Android devices, Android 4.4 “KitKat” and above is required.

The App is available in the following App stores:

  • Google Play Store –  available in all countries
  • Apple App Store – available in South Africa, United States and United Kingdom

What happens if I do not have a smartphone and/or it is unable to support the required operating system?

You will unfortunately not be able to download the Dialdirect Insurance App and benefit from Monthly Payback if you do not have an Apple phone able to support at least IOS version 8.1 or Android phone able to support at least 4.4 KitKat. You will however still qualify to earn the Payback Bonus.

 

How do I update the Dialdirect Insurance App?

To install or update the Dialdirect Insurance App, visit your relevant App store – Apple App store for IOS devices and Google Play Store for Android devices.

What are the minimum phones specs required? 

  • Your phone must have the relevant operating system i.e. iOS version 8.1 and above for Apple devices and 4.4 "KitKat" and above for Android.
  • It must be GPS enabled for tracking trips.

 

How do I know what specs my phone has?

You can google this information, check your device manual or contact the device manufacturer. 

 

How much data does the driver tracking portion of the App use?

Your phone uses GPS tracking while you are driving to capture the trip information.

Uploading of the trip can be set to upload via WiFi or data, the trip size is approximately 50kb per 10 minutes on the road, depending on the number of events captured for the trip.

 

Will the App drain my battery? 

The App has approximately the same battery usage as map or navigation Apps while recording trips. When using any other App functionality, it will not be higher than any other typical App. 

 

What happens if my phone dies during a trip?

Nothing will be recorded, as your trip was still in progress and not recorded for scoring. This is the same way that any other App works if your phone dies while using it. 

 

What happens to my personal information and who do you share it with?

It is stored on secure servers. Only relevant information will be shared with our Dialdirect Payback partners in order to calculate your Trip and Overall Drive scores, Dialdirect Payback earnings and Vouchers. We will not rent, sell, or share your personal information with third parties without your consent, except where we are legally obliged to do so. Please refer to Dialdirect Privacy Terms and Conditions and the Dialdirect Payback Terms and Conditions on our website for more information.

 

Can I get a copy of my driving data?

The driving data gathered is used to calculate your Trip and Overall Drive scores and is presented in an easy-to-read format on the App. We do not supply raw data.

 

Is it safe to use the App while driving?

Yes, we recommend using auto start and auto stop for trip tracking however if you choose to use manual start and manual stop, make sure you are stationary. The App will run in the background while you are using other Apps or while making and receiving calls.  The App will also continue to work even if your phone goes into screen lock mode.  Some phones may shut down if too many Apps are open at the same time. 

 

Where do I position my phone when driving?

On a flat, stable surface where the phone will not move around. For the best results that most accurately reflect your driving behaviour, use an in-car cradle or place the phone in a stable and safe position. Remember it is not only unsafe to engage with your phone when driving but will also negatively impact your Trip and Overall Drive scores.

 

Who can complete the Additional activities?

Additional activities
Policyholder
Regular driver
Vehicle safety check
X
X
Survey
X
Eye test
X
Risk confirmation
X

 

When do I start earning on the Additional activities?

Each activity is valid for 12 months and you will earn your 5% when all of them are successfully completed. When an activity expires it must be completed again to continue earning.

 

How often do I need to complete the Additional activities?

Every 12 months.

 

Is there an extra cost for the Additional activities?

  • Vehicle safety check and Eye test – costs are for your own account. See App for prices and/or additional details.
  • Survey and Risk confirmation – no cost to you.

 

Where do I complete the Additional activities?

All information about the completion of your Additional activities can be found in the Monthly Payback section of the App, in the Vehicle Checklist section.

 

What happens to my Additional activities if I cancel my Dialdirect  Payback Booster? 

These activities will no longer count towards your Dialdirect Monthly Payback amount. If you decide to add the Dialdirect Payback Booster back onto your comprehensively insured vehicle, any valid activities will become active again but expired activities will need to be completed again.

 

How do I know if I have received a Voucher?

You will be notified on the news feed section of the app.

 

How do I earn a Voucher?

Vouchers are earned by completing certain tasks, activities, competitions and campaigns. See the App for more information.

 

What is the value of the Vouchers?

It depends on the Voucher task or specific campaign or competition, details of which can be found on the App. 

 

How do I redeem a Voucher?

  • A list of Voucher partners is provided on the App.
  • Once a partner has been selected, a digital Voucher code will be provided on the App.
  • Instructions, terms and conditions will differ per partner and are available on the App.

How long is a Voucher valid for?

  • The time period in which a Voucher partner needs to be selected will appear in newsfeed section of the App.
  • Once a Voucher partner is selected, the specific validity dates per partner will apply. See App for details.

 

Can my voucher be re-issued?

Vouchers cannot be re-issued and are not transferrable.

 

Who can create a Driver challenge?

  • Non-Dialdirect customers who have registered on the app.
  • Dialdirect customers – both policyholders and regular drivers.

 

How do I create a Driver challenge?

  • Choose a Driver challenge name and description.
  • Invite participants from your contacts (SMS/email), Facebook or via an In-App invite. 
  • Choose a start and end date.

Please note that a challenge can only be scheduled to begin the day after it was created.

 

How many people can I invite to a Driver challenge?

As many as you like, there is no limit to the number of people you can invite.

 

Can I invite people who don't have the App?

Yes, but they will need to download and register on the App before they can participate. 

 

When does a Driver challenge start?

  • On the date chosen by the challenge creator, subject to at least one invitee participating.
  • Please note that a challenge can only be scheduled to begin the day after it was created.

 

Can I join a Driver challenge once it has started?

No, once a Driver challenge has begun, no additional invitees can join.

 

Can I create more than one Driver challenge?

Yes, there is no limit to the number of challenges you can create. 

 

Can I participate in more than one Driver challenge at a time?

Yes, you can participate in multiple Driver challenges at the same time.

 

Why has my trip not been captured/trip missing?

  • General checks:
    • Check that you are connected to the internet via data or WiFi.
    • Check that your WiFi is on.
    • If your phone is in battery saver mode, your trip may not be tracked.
    • Check that your Location Services are on.
    • Remember that there may be a delay between trip tracking and uploading and display on the App.
    • Open the App every now and then to check that your trips are still being tracked.
    • Whenever you update the App, please open it once it has downloaded. This will ensure that the tracking functionality is activated. You can then close the App again and it will run in the background.
    • Restart your GPS by switching off your location services for at least 10 seconds before turning on again.
    • Access your location settings and check that the location mode/accuracy level is set to high. Note: the location of settings and naming conventions may differ between devices.

  • Additional IOS troubleshooting:
    • From the IOS setting screen, select the Dialdirect Insurance App and enable App access to the Motion and Fitness functionality.
    • From the IOS setting screen, select the Dialdirect Insurance App and enable cellular data. 

  • Additional Android troubleshooting (screens may differ between makes and models):
    • From the Android setting screen, select the Dialdirect Insurance App. Check that there are no restrictions selected for cellular data access.
    • From the Android setting screen, select the Dialdirect Insurance App. Check that there are no restrictions selected for background data access. 

              

  • Additional troubleshooting – Samsung S8 and Huawei phones

    Samsung S8: 

    1. Go to Settings
    2. Click on Device Maintenance
    3. Click on Battery
    4. Scroll down and click on Unmonitored App
    5. Click on Add Apps
    6. Choose Dialdirect Insurance App

    Huawei phones:

    1. Go to Settings
    2. Click on Advanced Settings
    3. Click on Battery Manager
    4. Click on Protect Apps
    5. Select Dialdirect Insurance App and click the toggle to allow background activity
  • If trips are still not being tracked after 24 to 48 hours, get in touch with us: 
  • Tel: 0861 555 580 (select the option for online and App support)
  • Email: policyservices@dialdirect.co.za 
  • Chat with us via the Dialdirect Insurance App or online at dialdirect.co.za

 

Is the App compatible with the Apple Watch? 

Yes, while there is no Apple Watch specific App, iPhone App notifications that have been enabled on your phone will appear on your Apple Watch.

 

Why is the status of the items on my Vehicle Payback Checklist not updating on the App? 

It may take up to 15 minutes for the Vehicle Payback Checklist to update when making changes to your Payback Booster status, additional cover items (Buildings cover and Home Content cover) and  completing Additional activities (Survey, Risk confirmation, Vehicle safety check and Eye test). Please note that the Vehicle safety check may take longer to update as our partner needs additional time to capture the information. 

 

Why is my vehicle reflecting twice in the Vehicle Payback section on the App? 

This may happen temporarily when changing the address of the comprehensively insured vehicle. This is because a new policy is generated on our system and will only update, in the App, at midnight on the day on which the change was made. 

 

Why has my vehicle disappeared from the Vehicle Payback section on the App? 

This could happen for the following reasons:

  • You have cancelled/downgraded your comprehensive vehicle cover and are no longer able  to earn Monthly Payback.
  • You have cancelled your cover effective from the first day of the next calendar month. Please note that in this instance, you would still qualify to earn Monthly Payback for the previous month.

 

If I do not have the Payback Booster, can I complete the Additional activities? 

You won't be blocked from completing the activities but there will be no benefit to you unless you have activated the Payback Booster. 

 

I am a Regular driver but the App is not identifying me as such. What must I do? 

If you are a Regular driver but not the Policyholder, in rare cases, we may not identify you as the Regular driver if we have not captured your ID number. If this happens, please ask the Policyholder to add your ID number to the policy details. This can be done online or by calling us. 

 

How accurate is smartphone based telematics using a smartphone to track driving? 

Smartphone based telematics is extremely accurate. In the event that the occasional trip is not tracked, this should have minimal impact on the Overall Drive score used to calculate your Monthly Payback as we use a minimum of 8 valid trips in a 28 day rolling period.

Remember that to qualify for Monthly Payback you need to have an Overall Drive score at the last day of the calendar month, which means you need to have at least 8 valid trips at this date.

 

I updated the Dialdirect Insurance App and now my trips have stopped recording. What should I do?

Whenever you update the App, please open it once it has downloaded. This will ensure that the tracking functionality is activated. You can then close the App again and it will run in the background.