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Dialdirect App FAQ's

Dialdirect Payback

What are the package options available on Dialdirect Payback?

Depending on the package you chose with your policy, you either benefit from Payback, Monthly Payback or Payback Bonus. Our Dialdirect Payback is a combination of the Monthly Payback and Payback Bonus. The good news is that with the Payback and Monthly Payback packages you can choose to boost your package with our Payback Booster at an additional fee.

 

What is the Dialdirect Payback Booster?

You can boost your earning potential to up to 75% of your comprehensive car insurance premiums with it. With Payback or Monthly Payback - you can activate the Dialdirect Payback Booster at an additional monthly fee.

 

How do I pay for the Dialdirect Payback Booster?

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

 

To qualify for the Payback Booster, you must have the Payback or Monthly Payback packages.

 

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

  • If you add a new car with Booster during the month you will be charged a pro-rata Booster amount and the rewards will be calculated pro-rata from when Booster was added.
  • If you add Booster to an existing car on a policy during the month you will be charged the full premium for Booster, the rewards for the whole month will be re-calculated with Booster being included.

 

What happens if I cancel the Dialdirect Payback Booster?

  • You will be reverted to Monthly Payback without Booster. If the change is made during the month (and not at the start of the following month), the full Payback Booster fee, paid for that month, will be refunded to you and the rewards for the whole month will be re-calculated with Booster being excluded,No Payback Booster benefits will be payable for the month.

 

Who can complete the Additional activities?

You can only earn rewards on the Additional activities if you have the Booster with either Dialdirect Monthly Payback or Dialdirect Payback.  Please refer to the table below to see which activities a policyholder and regular driver can complete.

 

Additional activities
Policyholder
Regular driver

Vehicle safety check

Survey

Eye test

Risk confirmation

X

 

 

X

X

X

X

 

 

If you don’t have Payback Booster you won't be blocked from completing the activities, but you will not earn rewards from these activities.

When do I start earning on the Additional activities?

If you have selected the Dialdirect Monthly Payback or Dialdirect Payback product option with Booster, each activity is valid for 12 months. You will earn your 5% monthly when all of them are successfully completed. When an activity expires it must be completed again to continue earning.

 

Where do I complete the Additional activities and what do they cost?

  • The Survey and Risk confirmation can be done on the app/online at no extra cost.
  • The Vehicle safety check must be completed at a Tiger Wheel and Tyre, at a discounted rate for Dialdirect customers of R95.
  • The Eye Test must be done at any optometrist at your own cost and the certificate of completion must be uploaded via the app.

 

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

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

 

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

Category
Dialdirect Monthly Payback
Dialdirect Monthly Payback with Booster
Earning for additional activities:

 

1. Vehicle safety check

2. Eye test

3. Risk confirmation

4. Survey

N/A

 

 

 

 

5%

 

All activities need to be successfully completed to qualify. Each activity is valid for 12 months and must be completed again thereafter to continue earning

Dialdirect Monthly Payback

What is Dialdirect Monthly Payback?

By selecting Payback or Monthly Payback you can earn monthly pay-outs on your comprehensively insured car premium.

 

What is the Dialdirect Payback Booster?

You can boost your earning potential to up to 75% of your comprehensive car insurance premiums with it. With Payback or Monthly Payback - you can activate the Dialdirect Payback Booster at an additional monthly fee.

 

How do I pay for the Dialdirect Payback Booster?

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

 

To qualify for the Payback Booster, you must have the Payback or Monthly Payback packages.

 

What can I earn monthly with Dialdirect Monthly Payback (Without Payback Booster)?

You could earn up to 25% of your comprehensive car insurance premiums back in cash with Dialdirect Monthly Payback,

 

What can I earn monthly with Dialdirect Monthly Payback (With Payback Booster)?

By adding Payback Booster to your Monthly Payback you can boost your monthly rewards by up to 75% back in cash.

Here is a breakdown of your monthly rewards, with and without Booster.

Without Booster
With Booster
Drive right
Best 28 days of driving reward + Distance reward
15%
60%
Insure Right
+ Home Contents
5%
5%
+ Buildings
5%
5%
+ Both
10%
10%
Additional Activities
+ Additional Activities (Payback Booster only)
n/a
5%
TOTAL MONTHLY PAYBACK REWARDS
25%
75%

How do I earn rewards on Dialdirect Monthly Payback?

With Monthly Payback you now earn your rewards daily which will be paid out to you monthly.

 

Earning is really easy, here’s what you need to do

  • Have comprehensive car insurance and Monthly Payback selected as a product.
  • Download and sign-in on the Dialdirect Insurance App.
  • Start driving – we monitor your driving behaviour in order to determine your Driving Reward.
  • Add Booster to your Monthly Payback:
    • If you have added Booster to your Monthly Payback you can earn up to a whopping 60% of your comprehensive car premium each month.
    • With Booster, you can further increase your earnings by another 5% by successfully completing these Additional activities:
      • Vehicle safety check
      • Eye test
      • Risk confirmation
      • Survey
      • You can increase your earnings further by having additional cover on your policy – 5% for Home Contents cover and 5% for Buildings cover.
      • Ensure that all your month’s trips have been received within the month in question.

 

Please note that your monthly reward is determined by your best 28 days of the month and that there is no longer a minimum number of trips required, as we will begin rewarding you from the first qualifying trip.

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.

 

Please note: We cannot make payment into a credit card account. Please do not add a credit card account as the linked account for your Dialdirect Monthly Payback.

 

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.

 

Please note: We cannot make payment into a credit card account. Please do not add a credit card account as the linked account for your Dialdirect Monthly Payback.

 

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 car, it will be carried over to future months until the amount earned exceeds R10, which will then be paid to you during the next pay-out cycle.

 

Do claims impact my Dialdirect Monthly Payback?

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

 

Why would I not receive my Dialdirect Monthly Payback?

  • If the Dialdirect Monthly Payback amount was below the minimum pay-out of R10.
  • If your premium was not paid for the month.
  • If you downgraded your car cover from comprehensive to third party, fire and theft, third party only or any of the Dialdirect Bundle cover options.
  • If you cancelled your policy during the month.
  • If a regular driver is replaced on a car during the month, then only the regular driver active at the end of the month will earn rewards.
  • If you had your key services switched off the whole month, we would not have been able to calculate your daily rewards and therefore you would not qualify for a Monthly Reward.
  • If your key services were switched off for some of the days in the month, you will not earn rewards for those days.

 

If you've met the above criteria and still haven't received payment, please get in touch with us on 0861 555 580

 

Why would I be disqualified from receiving a Reward on a specific day?

  • Your key settings where not configured correctly. These key settings need to be enabled correctly on your device:
    • Location / GPS settings (All platforms)
    • Permission to use GPS (All platforms)
    • High-Accuracy/precision mode (All platforms)
    • App allowed to run in the background (Android / Huawei)
    • Activity Recognition is switched on (Android, Huawei)
    • Core in Motion is switched on. (IOS)
    • Your key settings which were incorrectly configured the previous day have not been corrected by 08:00am of the new day.
    • Your phone had no internet access / access to wi-fi for the entire day, which resulted in no data being available to determine the daily reward.

 

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

No, you need to have comprehensive car insurance to qualify for the Dialdirect Monthly Payback or Dialdirect Payback product option. In this instance you will qualify for the Dialdirect Payback Bonus product option.

 

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

The rewards you earn daily, from the time the policy starts, will be calculated on the pro-rata comprehensive car premium received for the month. You will be paid out your Payback reward back in cash monthly.

 

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

  • If you add a new car with Booster during the month you will be charged a pro-rata Booster amount and the rewards will be calculated pro-rata from when Booster was added.
  • If you add Booster to an existing car on a policy during the month you will be charged the full premium for Booster, the rewards for the whole month will be re-calculated with Booster being included.

 

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

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

 

What happens if I cancel the Dialdirect Payback Booster?

  • You will be reverted to Monthly Payback without Booster. If the change is made during the month (and not at the start of the following month), the full Payback Booster fee, paid for that month, will be refunded to you and the rewards for the whole month will be re-calculated with Booster being excluded, no Payback Booster benefits will be payable for the month.

 

What happens if I cancel my policy during the month?

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

 

What happens if I remove my only comprehensively insured car from my policy which also has my Home Contents or Building Insurance insured when I am on the Dialdirect Payback or Dialdirect Monthly Payback product?

To qualify for Payback or Monthly Payback you must have a comprehensively insured car. Should you remove your comprehensively insured car, leaving your Home Contents or Building cover on risk, you will automatically be changed over to the Dialdirect Payback Bonus product. 

 

What happens if I downgrade my car cover from comprehensive to third party, fire and theft, third party only or one of the Dialdirect Bundle cover options?

 To qualify for Dialdirect Payback or Dialdirect Monthly Payback you must have a comprehensively insured car. Should you downgrade your car cover from comprehensive cover, you will automatically be changed over to the Dialdirect Payback Bonus product.

 

Distance Reward

 

What is a distance reward?

A distance reward is a Payback reward earned for driving less kilometres. The lower the kilometres driven the higher reward. See Distance table.

 

Do I get rewarded if I don’t drive in a day?

Yes, if you do not drive in a day you are rewarded for having a Drive Free Day.

 

What distance rewards can I earn each day?

Distance Driven
Without Booster %
With Booster %
0 km
0.25%
0.60%
1 - 20 km
0.15%
0.40%
21 - 45 km
0.05%
0.25%
45 km +
0.00%
0.00%

 

Driving Reward

 

What is a Driving Reward?

 

A driving reward is earned at the end of the day and is based on the overall star rating earned for all valid trips (a trip of 1km or more) completed during the day.

 

The higher the star rating the higher reward. See Driving table.

 

What rewards can I earn daily for Driving well?

Star Score
Without Booster %
With Booster %
1
0.00%
0.05%
2
0.05%
0.20%
3
0.10%
0.35%
4
0.20%
0.70%
5
0.40%
1.75%

 

What factors are considered to calculate a drive score?

When you start driving the sensors on your smartphone monitor your driving behaviour. Driving well and driving less will determine your Daily Reward. This contributes to the calculation of your Monthly Payback amount.

 

The Drive score is represented on a scale of 1 to 5 Stars (where 5 Stars = best) and uses the following Drive score factors:

  • Speeding
  • Acceleration
  • Braking
  • Cellphone use
  • Night-time driving 

 

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 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 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 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.

 

Cellphone 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 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.

 

Night-time driving

What is it?

The amount of time you spend travelling between 10pm and 5am.

How is it measured and displayed?

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

 

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

 

How does it affect my Trip scores?

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

 

Does my Daily Drive score affect my monthly premium? 

No, Your Daily Drive score does not have any impact on your monthly premium. 

 

What total rewards can I earn daily for driving well and driving less?

Star score
Distance
Drive free day
1
2
3
4
5
0 km
0.60%
-
-
-
-
-
1 - 20 km
-
0.45%
0.60%
0.75%
1.10%
2.15%
21 - 45 km
-
0.30%
0.45%
0.60%
0.95%
2.00%
45 km +
-
0.05%
0.20%
0.35%
0.70%
1.75%

 

How much can I earn in rewards monthly?

Below is a table that represents the rewards that can be earned monthly. These represent the percentage of the comprehensive car premium that can be earned.

 

Without Booster
With Booster
Drive right
Best 28 days of driving reward + Distance reward
15%
60%
Insure Right
+ Home Contents
5%
5%
+ Buildings
5%
5%
+ Both
10%
10%
Additional Activities
+ Additional Activities (Payback Booster only)
n/a
5%
TOTAL MONTHLY PAYBACK REWARDS
25%
75%

Who can complete the Additional activities?

You can only earn rewards on the Additional activities if you have the Booster with either Dialdirect Monthly Payback or Dialdirect Payback.  Please refer to the table below to see which activities a policyholder and regular driver can complete.

 

If you don’t have Payback Booster you won't be blocked from completing the activities, but you will not earn rewards from these activities.

 

When do I start earning on the Additional activities?

If you have selected the Dialdirect Monthly Payback or Dialdirect Payback product option with Booster, each activity is valid for 12 months. You will earn your 5% monthly when all of them are successfully completed. When an activity expires it must be completed again to continue earning.

 

Where do I complete the Additional activities and what do they cost?

  • The Survey and Risk confirmation can be done on the app/online at no extra cost.
  • The Vehicle safety check must be completed at a Tiger Wheel and Tyre, at a discounted rate for Dialdirect customers of R95.
  • The Eye Test must be done at any optometrist at your own cost and the certificate of completion must be uploaded via the app.

 

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

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

 

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

Category
Dialdirect Monthly Payback
Dialdirect Monthly Payback with Booster
Earning for additional activities:

 

1. Vehicle safety check

2. Eye test

3. Risk confirmation

4. Survey

N/A

 

 

 

 

5%

 

All activities need to be successfully completed to qualify. Each activity is valid for 12 months and must be completed again thereafter to continue earning

 

Over what period are my rewards calculated? 

Your rewards are based on your driving score and distance reward for your best 28 days of the month.

 

Trip details

How do I start a trip?

The app will automatically detect once you have started driving, so you don’t have to do anything to track your trip, provided all the necessary Key Services have been switched on.

 

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.

 

You can’t stop your trip manually, as this will invalidate it. 

 

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 number of trips required to calculate my daily drive score?

No, there is no limit to the number of trips required. You start earning Payback from your first qualified trip.

 

What if I have one or two bad trips? 

This should have minimal effect as your rewards are based on your best 28 days of your Driving score and Distance reward.

 

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 (driving well and driving less) and not the car you are driving. As long as you have your phone with you, your driving will be tracked.

 

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

Unless you classify a trip as a passenger trip, it will affect your Drive score and Distance reward (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 Drive score or Distance Reward, 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.

Dialdirect Payback Bonus

What is Dialdirect Payback Bonus?  

This package 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.

 

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 premiums.
  • Interruptions in cover will reset the 4-year calculation period.
  • All claims except the ones mentioned above.

 

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) and uninterrupted.

 

Check your online dashboard at dialdirect.co.za for your projected pay-out 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 App

How do I download the app?

Visit your App Store, search for the Dialdirect Insurance App and install it on your device:

  • For Apple (IOS) – visit the App store
  • For Android – visit the Google Play Store
  • For Huawei – visit the Huawei App Gallery

  

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

No, only the Dialdirect Insurance App is required.

 

Who can benefit from using the Dialdirect Insurance App?

Dialdirect customers can use the app to track their driving and earn their Dialdirect Monthly Payback. The app gives them insights into how they can improve their driving and therefore be safer on the roads and earn more Monthly Payback. However, anyone, even if you are not a Dialdirect customer, can use it to track their driving behaviour, but to take part in the Payback program they would need to become a Dialdirect customer.  You can also use the app to get SOS assistance in case of an emergency, update your policy details, view your payments, download your documents, add new household members to your policy and more.

 

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

If you are not a customer, then you will need to register and provide the following details:

  • Cell phone number
  • Email address
  • ID number
  • Name

 

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

 

Although non-Dialdirect customers will not benefit from receiving cash back for driving right, by providing the above details and linking your phone, you will unlock additional functionality including Driver challenges, Leaderboards and Vouchering.

 

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

No, you will however need to provide your ID number to sign into your existing profile.

 

 

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

No, you do not need to re-register, you can use your existing Dialdirect online profile details to log in to the app. You will however need to provide your ID number to sign into your existing profile.

 

How many phones can I link the app to?

You can use the app on any number of devices.

 

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?

If you have a new number and the same device, simply update your number in the profile section of your online dashboard at dialdirect.co.za, or on the app. 

 

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 on your own account.

 

What can I do on the App?

This depends on whether you are a Dialdirect customer or not and whether or not you have registered. Below is a breakdown of all the different types of users and the functionality available to each:

App functions
Policy holder
Regular driver (as noted on the policy)
Not a customer (signed in on the app)
Earn and view Dialdirect Monthly Payback or Dialdirect Payback Booster
Yes
Yes
No
Tracking driving behaviour
Yes
Yes
Yes
View Payback Rewards
Yes
Yes
No
National and Provincial Leader board Scores
Yes
Yes
Yes
Create Driver challenges
Yes
Yes
Yes
Earn Vouchers
Yes
Yes
No
Access Assist services
Yes
Yes
Yes – at an additional cost
Additional Activity: Vehicle safety check
Yes
Yes
No
Additional Activity: Survey
Yes, where the policy holder is also a regular driver
Yes
No
Additional Activity: Risk confirmation
Yes, where the policy holder is also a regular driver
Yes
No
Additional Activity: Eye test
Yes, where the policy holder is also a regular driver
Yes
No
Buy Dialdirect Payback Booster
Yes
Yes, where the policy holder is also a regular driver
No
Policy management
Yes
Yes, where the policy holder is also a regular driver
N/A
Get a quote
No
No
Yes

 

 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 and sign-in. This will ensure that all key services are configured correctly. You can then close the app again and it will run in the background.

 

What happens if I switch off my GPS location setting during a trip?

You would be disqualified from earning rewards for that day. In order to earn rewards, you would need to ensure your key services are switched on at all times. The purpose of the Dialdirect Payback programme is to encourage better driving behaviour to keep our customers safe on the road, and to pay them back for driving well and driving less.

 

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 performance information. This information will not update without mobile 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, mobile data or a 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.
  • You will require mobile data or a WiFi connection at least once every day in order to upload your daily trips and update your daily reward.
  • All daily trips and daily rewards need to be updated by the last day of the month for them to count towards your month’s Payback reward.

 

Is my trip automatically uploaded?

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

 

You can check if your trip was recorded by signing into the App to view your last trip.

 

You will have 4 hours to indicate if you were the driver or a passenger of that trip. If the trip was selected as a passenger, it will not count towards your Driving Reward nor your Distance Reward.

 

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

If you have selected the WiFi only 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.

 

You will require a data or a WiFi connection at least once every day in order to upload your daily trips and update your daily reward.

All daily trips and daily rewards need to be updated by the last day of the month for them to count towards your month’s reward.

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 performance information and trip summaries will not be updated until data has been loaded again or a WiFi connection is established.

You will require a data or a WiFi connection at least once every day in order to upload your daily trips and update your daily reward.

All daily trips and daily rewards need to be updated by the last day of the month for them to count towards your month’s reward.

 

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. 

You will require a data or a WiFi connection at least once every day in order to upload your daily trips and update your daily reward.

All daily trips and daily rewards need to be updated by the last day of the month for them to count towards your month’s reward.

 

 

Why has my trip not been captured/trip missing?

  • General checks:
    • Check that you are connected to the internet via mobile data or WiFi.
    • If your phone is in battery saver mode, your trip may not be tracked.
    • Check that your Key Services are correct.
    • 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 all key services are configured correctly. 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 or 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 your Phone Settings
  2. Select Battery
  3. Select Launch
  4. Find the Dialdirect Insurance App and switch it to Manual (Auto-launch, Secondary launch and Run in Background should all be enabled)
  5. Go to Memory/Storage Settings
  6. Select Storage Cleaner
  7. Select Details
  8. Find the Dialdirect Insurance App and deselect it.

 

If trips are still not being tracked after 24 to 48 hours, get in touch with us on 0861 555 580

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.

 

What operating system does my phone require? 

  • For Apple devices, the App requires iOS version 9.0 and above.
  • For Android devices, the App requires Android 5.1 “Lollipop” 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
  • Huawei App Gallery

 

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 9.0 and above is required and for Android devices, Android 5.1 “Lollipop” 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
  • Huawei App Gallery

 

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 9.0 or Android phone able to support at least 5.1 “Lollipop”. If you chose to include Payback Bonus in your policy, you will still qualify to earn this even if you don’t have a device that supports our app.

 

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 or Huawei App Gallery for Android devices.

What are the minimum phones specs required? 

  • Your phone must have the relevant operating system i.e. iOS version 9.0 and above for Apple devices and 5.1 “Lollipop” and above for Android.
  • It must be GPS enabled for tracking trips.
  • The app will be available and downloadable from your App Sore or App Gallery.

 

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 switches off 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 switched off 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 Drive scores and is presented in an easy-to-read format on the app. We do not supply raw data.

 

Is it safe to leave your app running in the background while driving?

Yes, we recommend using auto start for trip tracking however if you choose to use manual start, 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?

Position your phone on a flat, stable surface where the phone will not move around while driving. 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 Drive scores.

 

Why has my car disappeared from the Vehicle Payback section on the app? 

This could happen for the following reasons:

  • You have cancelled/downgraded your comprehensive car 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.

 

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.

Vouchers and Challenges

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 can be found on the app. 

 

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 have 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.