Sky Protect Device Insurance Omdömen 

Very disappointing experience with Sky Protect – I would not recommend this service

My name is Ahmed Saad. I have been paying for Sky Protect insurance every month for more than seven months, expecting that if I ever lost or damaged my phone, I would receive the support and replacement I was paying for.

Unfortunately, after losing my phone and making a claim, I have still not received a replacement phone or a clear resolution.

What makes this even more frustrating is that I have received completely different information from different members of staff. One person told me that a replacement phone would be sent to me and that I needed to pay £75. Another person told me that this was not confirmed. I have been left not knowing what is actually happening with my claim.

I then spoke to a manager because I wanted the matter resolved. The manager told me that emails and letters would be sent to me with further information. However, I have received nothing — no email and no letter at my home address.

I have been paying for this insurance for more than seven months, but when I actually needed to use the service, I was left without my phone and without a clear answer. On top of that, the way I have been spoken to by some members of staff has been extremely disappointing and unprofessional.

I am simply asking Sky Protect for a clear and honest explanation:

* What is the actual status of my claim?
* Am I getting a replacement phone or not?
* Why was I told I needed to pay £75 if the replacement was not even confirmed?
* Where are the emails and letters that the manager promised to send?
* Why have I been paying for insurance for more than seven months without receiving a proper resolution?

I have paid my insurance every month and I expect Sky Protect to take responsibility and deal with my claim properly.

I want this matter resolved urgently and I want a clear written response, not more conflicting information from different members of staff.

We have received an email telling us we do not meet the criteria so they will no longer insure us
We asked the reason why and was told they do not have to give a reason
We have been with them for a long time with no problems
Absolutely disgusting not professional at all
I would have rated no stars but didn’t have that option
AVOID SKY PROTECT

Do not recommend them absolute rubbish they have been playing me around them and Sky mobile I’m going to end up taking legal action against them use other insurance companies they are absolute terrible my phone was lost/stolen over a month ago nearly 2 months now they replaced my previous phone and are giving me excuses both them and Sky mobile on who can block the Imei to replace my device they will make your life hell absolutely not professional what so ever also their 5 star reviews are all fake !!

UPDATE ON REVIEW-

This company is a complete scam they just reply on here to look good on their automated chat gpt responses go else where they are not professional all the 1 stars is explaining what really goes on with them they try to get the 1 stars deleted

Absolutely waste of money pay for two years then the whole system is inactive unless you paid double the amount to carry on using the equipment

I am extremely disappointed with Sky Protect and, more importantly, concerned about the way they interpret their own insurance cover.

When I originally took out my home insurance, I specifically phoned to ask about two horse saddles I wanted covered under my contents insurance. I was told that because each saddle was worth less than £2,000 (£1,900 and £1,700 respectively), they did not need to be itemised and would be covered under my existing contents policy.

At renewal, I called simply to check whether they would still be covered because I was aware that replacement prices may have increased over time. I made it clear that I wasn’t certain of the current value and still had the original purchase receipts.

To my surprise, I was then told that my saddles were no longer covered on my current policy because replacement prices might now exceed £2,000. I pointed out that this was only a possibility, not a fact, and that I had receipts proving I paid less than the itemisation threshold. I assumed they would at least be covered up to the amount I had actually paid.

After escalating the call to a manager named Daniel, I was told that I was expected to periodically check and update the replacement value of the saddles, otherwise they would not be covered. I explained that saddle prices change constantly and that expecting customers to monitor market values and report every increase is unreasonable. The policy wording refers to updating values periodically, not continuously, yet I was still told that my saddles were not covered for the remaining 25 days of my existing policy unless I immediately obtained new replacement values and paid an additional premium.

The most worrying part is that I only discovered this because I proactively called to check. Had I made a claim believing I was insured, I could potentially have been told I wasn’t covered because the market value had increased without my knowledge.

This experience has completely undermined my confidence in Sky Protect. An insurance company should provide clarity and certainty, not leave customers wondering whether items they were previously told were covered have suddenly become uninsured because of a possible increase in market value. I would urge anyone insuring valuable equipment to get every detail confirmed in writing and be very cautious about relying on verbal assurances. I certainly wont be insuring anything with them again

Had to pay £75 to replace broken phone. Rude staff. No secure way of paying. I asked for confirmation of my payment or a receipt or anything in writing and was told they don’t do that. No email confirmation of exchange even. Shockingly bad service so far.

Total scam—avoid at all costs! After 3 years of paying monthly via Direct Debit, I had to deal with an incredibly rude and ignorant agent. For a simple repair, I was told I had to pay a £75 excess fee, which was never mentioned to me before. Without any further discussion, the agent just cancelled my policy and hung up the phone on me. Complete scam

Avoid Sky Protect.
I insured a phone that later developed a fault, and the process was frustrating from the start. I was asked to pay a £75 fee before they would even explain my options. That makes no sense — why should you have to pay before knowing what you’re agreeing to?
I challenged this and asked if they could explain the options first, as it might have been quicker and easier for me to get the phone repaired locally rather than be without it for a week. The agent had to check with a team leader, who then agreed to provide the options before payment — which clearly shows their own staff aren’t aligned on the correct process.
Eventually, they offered a doorstep exchange, but even then suggested I transfer my data to another phone or laptop in the meantime, which isn’t always practical.
Overall, the process is poor, the communication is unclear, and the agents seem uninformed. I would avoid.

It’s a scam , be careful

Absolute joke of a company completely useless I phoned sky tech first they confirmed that the hard drive on my 2tb sky q box had packed up but they said because I had sky protect I had to speak to them direct so they could get an engineer out to replace the box the guy I spoke at sky protect said for some reason he could not book any appointments so he said he was putting me back through to sky then the phone cut off completely so I phoned them straight back and explained what had happened this time I spoke to lady who said ok il book you an engineer then said oh I’m sorry for some reason we can’t book any appointments for engineers I don’t know why sorry so I said well what do I do then because I have no tv good question she said but I’m sorry I don’t know what I can do for you this company is an absolute joke worst company ever what’s the point in having sky protect if they can’t even send out a engineer avoid this company

So had Sky Protect home insurance for the past few years and have had no claims.
The renewal has come in and they say "sorry we cannot insure you anymore"! Their excuse is they've changed underwriter to AXA and they don't insure the area, really?
What a joke of a company!

Tried calling sky protect. Re newal. Cannot get through on 0333 759 5090
So for this reason I will be moving away I think.
Terrible customer service... Not managed
Just not connecting call... 🤔📞 Useless

Held a policy for years covering TV, laptops, etc. First time I called on the insurance was when I had a problem with my Chromebook. The laptop was picked up by DOD. I chased the repair ten days later as no one from OLOGIC contacted me. They determined that it was still held in a DPD warehouse - after 10 days! I contacted them again three days later as no one contacted me to hear that DPD could not find my laptop.OLOGIC were helpless as they said this was a DPD matter!
I went through D&G complaints and SKY complaints several times. No one took responsibility. No one had sight or control of the end to end process. I’m at the mercy of a SKY investigator, a helpless OLOGIC rep and a useless DPD depot.
I intend to cancel my SKY Protect policy. In fact I am switching my SKY TV package over to BT EE TV.
I have found the SKY Protect insurance process doesn’t work. No end to end oversight. I have no confidence that I shall see a repaired or replaced laptop again.
I would hope this is a one off episode but be aware!!!

Can’t even log in to the account and kept asking me to verify my email but just taking me to log in page instead. Terrible website and useless.

I giving them a star it’s mine or this app generosity otherwise Ill give them -stars they don’t deserve it if anyone who wants to save there money time patience better to choose Anyother insurance policy bcz they will destroyed your item waste your money then refuse to take your call

Sky Protect is essentially an insurance service. You pay a premium for cover and then an excess when you claim. The positive is that you can hold a number of items under cover for a lower total cost than if they were covered individually.

The negatives are as others have noted. In my case, i made a claim and paid £75 excess for a replacement reconditioned handset which failed within 4 weeks of receipt. When I requested a further exchange I was told it would need to be sent for repair even though they had no idea what needed to be repaired or how long it would take. My complaint was not upheld and I am now seeking redress with the Financial Ombudsman Service.

I would not recommend Sky Protect which is bizarre as D&G are generally a good company as is Sky

I had the sky smart doorbell and chime sent out set it up had 100% battery went down to 20% within a matter of hours I couldn’t look at videos and if there was a power cut I had to reset the whole thing they didn’t work at all I wouldn’t touch these with a barge pole in the process of sending them back and cancelling direct debit when I rung up about this the first agent I spoke to didn’t know anything about the doorbell and chime

Just found out my home has been uninsured for a week after Sky Protect didn’t renew our policy as we no longer “met their criteria” (whatever that means). Nothing has changed with our home and have made no claims and now have been left uninsured. One email was send by them saying they weren’t renewing and because we missed an email we weren’t expecting, we have been left hanging out to dry and could have lost everything and currently are uninsured as have only found out at 11pm tonight, Disgraceful, avoid at all costs…

It is only one star rating if it could be 0 I would have given a zero.
I have tried and tried to ask about a missing laptop that was said to have been delivered to my home address but has not been delivered.
My home has 24 hour cctv and ring door bell so can prove no delivery was made.
My policy number is.
My laptop could not be repaired and they said they would replace it.
A replacement was said to have been sent from AO via DPD the drivers name being Richard.
This driver said it was handed to my self but showed a picture of a toolbox or some thing resembling one.
There was no signature or picture of parcel in our hands or home.
Sky protection now say it is being investigated by AO.
I have had to do lots of phone calls but I have just found out from my Solicitor I should only have to contact sky protect as I am their customer and until I receive the laptop delivered and signed for it is their responsibility under the consumer act 2015.
Today after 5 or 6 different calls I was passed to Adrian who when talking to my husband as I was getting upset was rude in- caring with no empathy and was getting my husband fed up with his word play and rudeness.
My Solicitor has stated he will now begin legal action in the small claims to get my laptop or value returned plus legal costs this has been going on for several weeks now and sky protection/ domestic general are blaming every one else and passing the buck.
In the mean time I and my family have no laptop and are absolutely disgusted how I am being treated.
So I would advise any customer thinking of protecting their appliances through sky protect NOT TO this company does not want to help in any way.
I will respond to how the court action goes and how much this matter will cost with court fee’s etc.
This should have all been resolved quicker.
This is the law as stated below:
Sky Protect (not AO/DPD) is responsible for a lost laptop during delivery, as they are legally liable for the item until it is delivered to your address.
Under the costumer act 2015 state Sky protect are responsible and if an investigation is going take long should issue a loan laptop without fail.
Please do not waste your hard earned money using sky protect/ Domestic general to protect your valuable devices it’s a waste of money.
Absolutely disgusting service telephone recordings of all calls are available if any one wants to hear them personally.

Annoying sending letters like government warnings is too desperate and scamming