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General queries

Why is a vehicle inspection necessary?

We inspect most cars before providing insurance cover to make sure that the car exists and to record all current damage. If the vehicle has any accessories fitted, these will be noted on the inspection certificate, which in turn speeds up the claim finalisation process. This inspection is conducted free of charge to you.We do not inspect cars which are insured for Third Party only, except when a vehicle is insured for third party only and the client has selected sound equipment cover to the value of R5 000 or more. 

Where do I take my vehicle for inspection?

To have your vehicle inspected you can either visit Glasfit or Easyway.

Where do I send my inspection certificate?

You can either email your inspection certificate to [email protected] or you can load the certificate yourself via your online profile.

When my vehicle is damaged in an accident, can I have it repaired at the panel beater of my choice?

Our policy stipulates that we will repair your vehicle using a supplier on our panel. Our motor body repairers guarantee their workmanship and issue a lifetime guarantee on the repairs. This allows us to constantly monitor the quality of the repairs carried out by the repairers that we work with. However, should you insist that you want your vehicle repaired by a panel beater of your choice; we will give you a cash settlement in lieu of the amount that it would have cost us to repair your vehicle. In such an event, we can obviously not guarantee the repairs of the vehicle

Why do I need to install a tracking device in my vehicle?

We strongly recommend that you install a tracking device in your vehicle because it increases the chances of recovering your vehicle if it is stolen. Because these chances are increased, your risk decreases, and this means that when you claim for a stolen vehicle your theft excess will be much lower.

Why are my children disallowed drivers on the vehicle on the policy?

There are many factors that could affect whether or not your children are disallowed drivers on your policy. These factors consist of age, vehicle type and the risk profile of your children.

Do you insure Kruger Rands?

We do not cover coins, so if the Kruger Rand is simply in its coin form it will not be covered. However, if it had been set into a piece of jewellery (pendant, bracelet etc.), it may be insured as a jewellery item.

What is the difference between the retail, trade and market value of my car?

  • Trade value: The value a dealer would give you for your car if you trade it in (depending on condition). The trade value option is not available if the vehicle is financed.
  • Retail value: The value that a consumer would pay a dealership for the car after the dealer had added their mark-up and is, therefore, the closest value to a vehicles replacement value.
  • Market value: This value is an average of the Trade value and the Retail value.

What are the different uses for my car and which one applies to me?

  • Private use: You use your vehicle for social, domestic or pleasure purposes including travel to & from work, excluding using the vehicle for business & professional purposes.
  • Business use: You use your vehicle for business, such as a sales rep.
  • Occasional Business: You use your vehicle for social, domestic or pleasure purposes, driving to & from work & for some professional or business calls, which are 10 or less times per month.
  • Car Pooling: Where you share driving & vehicles with other people more than 60% of the time.
  • Commuting: Where you drive to & from work or the train station more than 12 days out of a month.

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

  • This trip would be invalidated  because the purpose of the Dialdirect Payback programme is to encourage better driving to keep our customers safe on the road, and to pay them back for driving right. Things like switching off your location settings during a trip is not encouraged and goes against the purpose of our programme.

Why can’t I get a quote over email?

We want to make sure that when you get a Dialdirect insurance quote, it’s done right the first time. Because we want you to be certain you have the cover you need, you can get an insurance quote online and make 100% sure all your details are correct with no back-and-forth emails. Or, if you prefer, one of our experienced representatives can call you back (so you don’t waste your airtime) and help you find the option that caters to your needs best over the phone.

Why don’t you offer R0 excess?

An excess is the amount that you, as the insured person, must pay when you make a claim. It protects you and us – paying an excess discourages people from making fraudulent claims, which helps to keep everyone’s premiums lower. An excess also covers the administrative costs involved in processing a claim.

The standard excess you pay is flexible. We offer you the option to raise or lower it, depending on which suits you best. If you raise your excess it will lower your monthly premiums, and if you lower your excess your premiums will increase.

The good news is that you can sometimes get your excess back – if there is a guilty third-party involved in an accident, we’ll do our best to recover your excess from them, so you can still get back ching.

Why do you not offer an excess waiver?

While every claim will require you to pay a standard fixed excess, there are additional excess amounts that you may need to pay, such as when someone who isn’t the regular driver of your vehicle is driving it during an accident. So, because your excess amount can depend on many other factors that are out of our control, we don’t offer an excess waiver. 

Why do I need to confirm everything again after adding my details online?

We want you to have certainty that when you make a claim one day, there won’t be any hassles because all your information is correct. That’s why we still need to verify your details over the phone once you’ve completed an online quote. 

We also do this to prevent identity theft and other kinds of fraud. This added security measure protects you and helps us give you better service.

I don’t want a tracking device. Why do I need one?

When a tracking device is installed in your car, the chances of recovering your vehicle are much greater if it’s stolen. This makes your theft risk lower, which means we can offer more affordable car insurance. It’s a win-win.

I’m covering my own vehicle. What does this have to do with my household members over 15?

We want to make sure that if you need to claim on your Vehicle Insurance, you’ve got all your bases covered. That’s why we ask for the details of all members of your household who are old enough to drive your car, even if they won’t be driving it regularly. This is because if your car is involved in an accident and a household member who is listed on our system was driving it, it could reduce your excess amount.

Why are you asking if I have medical aid when all I want to do is insure my car?

When you have medical aid, you have protected yourself against the medical risks that you may face if you’re injured in an accident. By protecting yourself against these risks, you’re lowering your risk profile, which could result in lower premiums. Anything you can do to lower your personal risk could benefit your car insurance policy.



Online policy management & website queries

Will I be able to view my policy details online without having registered?

Unfortunately this isn’t possible. For your personal security, and to protect your confidential information, we will need you to register on the website before attempting to access any of your policies online.

May I register more than once using the same customer policy number?

Unfortunately, this is not possible. You will only be able to register once using the same customer policy number.

Will I be able to register once and have access to all the policies I hold with Dialdirect using one email address?

Yes, you will be able to see all your policies on one profile.

I am having difficulty logging into the website because I forgot my password.

Simply click on the ‘Forgotten Password’ link and a temporary password will be sent to your registered email address.

What is my username?

Your username will be the email address you gave when you registered on the website. Now, if you have lost or forgotten your username or password, you just have to click on ‘Forgotten Password’ or ‘Forgotten Username’.

The system is not recognising my username, email address or my ID number, so I can’t log in.

Just check if you are using the email address that you registered with. If you have a new email address, simply call us and we will update it on our system. Then you should be able to continue as per usual.

Payback Bonus

What is a Payback Bonus and when does it pay out?

A Payback Bonus is included with your home contents and buildings policy as well as if you have comprehensive vehicle cover and chose the package option of Dialdirect Payback. It pays you up to 25% of all your premiums, or the entire first year’s premiums (whichever is less) back in cash after 4 consecutive years of continuous cover with Dialdirect, even if certain claims are made.

Can I take a loan against my Payback Bonus?

Unfortunately the submission of a claim is unpredictable so the Payback Bonus has no loan value.

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

  • This trip would be invalidated  because the purpose of the Dialdirect Payback programme is to encourage better driving to keep our customers safe on the road, and to pay them back for driving right. Things like switching off your location settings during a trip is not encouraged and goes against the purpose of our programme.

Policy related queries

Can I insure two separate addresses on one policy?

No. You would have to insure the addresses on separate policies. This is because different addresses present different risks and you would pay different premiums for each of the addresses.

What do I need to do to cancel my policy?

A Dialdirect policy allows you to cancel without any period of notice, but you can give notice to cancel on a future date. You can also give this notice of cancellation over the telephone. We will confirm the cancellation in writing.

Who can make changes to my policy?

Only you, the policyholder, are allowed to make amendments to your policy.

How do I obtain documentation for my policy?

You can either call us directly to request any documentation for your policy or you can simply go online.

Premium queries

Can my age affect my premium?

Experience has shown that driving risk reduces with age; older drivers have fewer accidents than young or new drivers. So we charge premiums according to a sliding scale, where an 18-year-old driver will pay the highest premium and the premium loading reduces over the years. If you want to know more about how the premiums scale works call us on 0860 10 60 76.

Why does my premium increase every year even though the value of my car depreciates?

You are not only covered for the theft of your vehicle but also for the repair of your vehicle. The cost of repairing your vehicle and parts used increase every year, so your premium unfortunately has to increase in line with these costs. Dialdirect does, however, take the depreciating value of your vehicle into account when reviewing your premium.

Is it true that my marital status can affect my premium?

Yes. We have found that married or co-habiting policy holders pose a lower risk than single or divorced people do. This is possibly because single people often go out, are on the road more, and leave their residences empty more often.

If I cannot afford my premium this month, can I pay double next month?

Sometimes, not often though you may find it difficult to meet the premium payments on the first working day of the month. In order to assist you if you do find yourself in this position, Dialdirect can set aside a “Special Deduction” on a date which is more convenient. However, if the premium is not received by this date, you will have no cover for that period for which the premium was due and the policy will lapse. This means that, although the contract is still in force, there is no cover for that period. If we do not receive payment for that month, you unfortunately do not have cover.

What factors are taken into account in determining what premium I pay?

At Dialdirect, numerous things are taken into account, for example, the make and model of your motor vehicle, where you live, where your vehicle is kept at night, who the driver of the vehicle is, what purpose your vehicle is used for, and your previous claims history. Because your premium is calculated on these facts, amongst others, it is very important that you are honest when answering these and any other questions. If you are not sure about an answer, rather tell the consultant this and get back to them later. It is important to be honest in your dealings with your insurer or broker, including when you claim. Fraud costs the insurance industry millions every year and in turn costs you, the honest consumer, in increased premiums. Remember fraud ranges from things like claiming for a leather jacket you never had in the first place after a burglary, to claiming for a car that was allegedly hijacked when in fact it was actually sold. Fraud can also lead to a criminal record as most insurers prosecute customers who have committed fraud.

Am I entitled to a pro rata refund if I cancel my policy in the middle of the month?

Our policies are payable monthly and you pay for cover a month in advance. We are therefore not able to refund you if you cancel the policy during the course of a month.

Can I pay my premium annually?

Unfortunately, we do not accept any annual payments?

Why am I charged a penalty fee if my initial deduction was not successful?

The penalty fee is charged as Dialdirect had to re-submit your premium payment and incurred additional bank charges.

When do I have my policy annual review?

Your policy review will be done every year on the anniversary of when your policy started.

If I have questions about my policy annual review, who can I speak to?

You can discuss your review with our customer care department.


What is an excess?

An excess is the amount you have to pay in the event of a loss and is the uninsured portion of your loss. The excess serves to prevent customers from submitting minor claims as well as fraudulent claims and assists in keeping premiums down. Let’s use motor excess as an example. When you submit a claim you will have to pay an excess, irrelevant of who was to blame for the accident. It is important to read your policy documentation regarding excesses as there may sometimes be additional excesses depending on the facts of your claim, e.g. who was driving your vehicle at the time of the loss. In most cases we offer a flat excess as opposed to an excess that is a percentage of your loss. We will also do our best to try and recover your excess from a guilty third party even though there is no legal obligation for us to do so. This is a service Dialdirect offers to customers at no extra charge.

 How can I reduce my excess?

You can definitely reduce your excess. The way to do this is by increasing your premium. You can also reduce your premium by increasing your excess.

Why do I have to pay an excess if I was not at fault?

An excess is payable whenever a claim is submitted and is the first payment that needs to be made in the event of a claim – regardless of whether you are guilty or not. The administrative cost of a claim is the same, regardless of who is at fault. If you are not at fault, you can claim the amount back from the other party. Unfortunately, this can take a long time, especially if the guilty party isn’t insured. Our legal recoveries department will do their utmost to recover your excess, at no extra charge.

Why is an additional excess payable if someone else drives my vehicle? 

Premiums are based on the details of the most regular driver only. We provide cover for someone else to drive the vehicle occasionally without increasing the premium, but with an additional excess payable in case of a claim.


How do I submit a claim? 

You can submit a claim by phoning our Claims Department or you can submit your claim online.

What happens to my Payback Bonus if I claim? 

It is important to note that there are claims that will affect your Payback Bonus, which will be forfeited and reset to accumulate over the next four consecutive years.

If someone drives my vehicle without my consent and is involved in an accident, will you still pay my claim?

Yes, provided that you lay a criminal charge against that person with the police, within 48 hours. You may not withdraw the charge.

Can someone else submit a claim on my behalf?

Only the policyholder can submit claims against a policy. This ensures security and confidentiality of all personal information.

Why do I need to specify items on my Home Contents Insurance? Why can’t I just add a total amount?

When it comes to Home Contents Insurance, we like to be thorough so that come claim-time, you’re certain of your cover with us. That’s why we require a list of all of your home contents along with their values so we can make sure you have the correct amount of cover for your valuables – not too little and not too much. If you should lose the valuables in your home, you’ll know exactly what needs to be replaced and we’ll know exactly how much to pay you out for each item.

Having a list of specified home contents also protects us from fraud, which benefits everyone as this helps to keep premiums lower.

How long do I have to submit a claim?

You have 30 days from the date that you become aware of the incident to submit a claim.

Personal loans

What are the loan repayment terms?

Repayment terms for a Telesure Brand Personal Loan are from 12 months to 5 years (60 months) and based on the Loan Options table below.

Loan Amount + Initiation fee R5 000 + R649.65
12 Months
Total Repayable
R7 656
24 Months
Total Repayable
R9 667
36 Months
Total Repayable
R11 747
48 Months
Total Repayable
R13 893
60 Months
Total Repayable
R16 101
Loan Amount + Initiation fee R20 000 + R1 207.50 
12 Months
Total Repayable
R2 205
R26 458
24 Months
Total Repayable
R1 322
R31 729
36 Months
Total Repayable
R1 035
R37 255
48 Months
Total Repayable
R43 029
60 Months
Total Repayable
R49 038
Loan Amount + Initiation fee R40 000 + R1 207.50 
12 Months
Total Repayable
R4 219
R50 629
24 Months
Total Repayable
R2 504
R60 089
36 Months
Total Repayable
R1 946
R70 047
48 Months
Total Repayable
R1 677
R80 485
60 Months
Total Repayable
R1 523
R91 380
Loan Amount + Initiation fee R60 000 + R1 207.50 
12 Months
Total Repayable
R6 233
R74 800
24 Months
Total Repayable
R3 685
R88 449
36 Months
Total Repayable
R2 857
R102 839
48 Months
Total Repayable
R2 457
R117 941
60 Months
Total Repayable
R2 229
R133 722
Loan Amount + Initiation fee R80 000 + R1 207.50 
12 Months
Total Repayable
R8 248
R98 970
24 Months
Total Repayable
R4 867
R116 810
36 Months
Total Repayable
R3 768
R135 630
48 Months
Total Repayable
R3 237
R155 397
60 Months
Total Repayable
R2 934
R176 064
Loan Amount + Initiation fee R100 000 + R1 207.50 
12 Months
Total Repayable
R10 262
R123 141
24 Months
Total Repayable
R6 049
R145 170
36 Months
Total Repayable
R4 678
R168 422
48 Months
Total Repayable
R4 018
R192 853
60 Months
Total Repayable
R3 640
R218 406

Will my loan repayments be affected by interest rate fluctuations?

No. The interest rate on your loan will be fixed at our current interest rate for your full loan term, so your repayments will never increase, even if the interest rate goes up.

Can I choose how I make my repayments?

For your convenience, your repayments will be deducted by debit order from the bank account into which your salary is paid every month.

How can I protect my family?

Every Telesure Brand Loan includes our Personal Protection Plan, which settles your outstanding loan balance in the event of your death, permanent disability or certain dread diseases. It also provides limited cover in the event of temporary disability and should you be retrenched, a once-off payment equal to six instalments will be paid out to you. Of course, you're free to substitute the plan with a policy of your choice, providing the cover offered is equivalent.