Sky Protect Device Insurance Reviews 107

We had a problem with our Sky satellite dish and I called Sky Protect. They arranged an engineer within 48 hours, so promised me a refund of one week's premium. So far, so good. When the engineer arrived, they said that the insurance was unnecessary as Sky owns the Sky Q box, and therefore dealing with Sky Q problems comes as part of your monthly Sky subscription. Also confirmed by engineers who came next day. The only benefit of the insurance is if you add other devices to the cover, but these are probably covered by your household insurance anyway. I feel cheated that I was sold something that I did not need. I have written to seek compensation.

I've just had a letter from Sky Protect to say that my complaint about replacement laptop has not been upheld. They are not willing to replace my laptop with a similar quality.
Read the small print carefully. Basically they can offer you what they want and you have no recourse. You would probably be better saving what you'd pay in fees and put towards a repair/replacement fund.

I am not sure whether a lot of people know this but when you are paying for Sky protect you need to ask them what it covers, and why are you paying it when you don't own non of the equipmet, they will try to justify it by saying you can add upto X amount of other electronic pieces of equipment it's a con. So Sky protect covers you for
Sky boxes (that you don't own)
Remote controls ( Are cheap enough to buy)
Wireless router (that you don't own)
And your sky dish, lets be honest about that. They don't give a monkeys about that piece of equipment, because if you cancel Sky all together do they come back and take the Sky dish (It's a waste of there time to call) it is not worth there time to call back and take the dish and they can't expect you to climb up a ladder and box it up. Because how are you meant to box it up and then able to take it to the post office or to have Royal mail collect it from your home, I will be honset with you Sky why do you have so bad of ratings because you don't give a monkies

Dreadful service . Have been with Sky protect via D&G for a number of years . Price goes up every year despite no claims .£209 for current year , took on Sky Q box this year and have had problems on a regular basis . Box finally lost the will to live today and is completely dead . Tried 3 different numbers for assistance 2 of which were of no help whatsoever . Spent many minutes talking to a machine ending up with being transferred to a forum !! for advice with equipment which has total failure . Eventually spoke to a young lady after spending over 30 minutes in phone calls . She quickly agreed that my Q box was indeed dead and would send a replacement in 3 to 5 working days ! No offer of an engineer , diagnosis over the phone and it is up to me to fit the new box . I do not regard this as an adequate service for a customer of many years paying £209 for a years cover which in effect is now just phone advice . Needless to say I will not take out this paltry cover again and will seek a proper service elsewhere .In the meantime I shall chase sky for a rebate on my monthly subs for the week I will have no service .

I had arranged delivery of my replacement TV for the 21st of October due to being on holiday the week prior. I then received an email on the 14th of October stating that my order had been completed. I saw the email on Wednesday 15th due to limited service at my holiday destination.

I phoned RGB this morning and spoke to an extremely patronising man who continually talked over me & stated that he could assure me that I hadn't received an email from RGB direct advising that my order had been completed. If he had actually listened to what I was saying he could have dealt with my call efficiently. Instead, he chose to insinuate that I was either deluded or a liar.

He did finally accept that I had been sent the email due to a system error. However, this cost me a lot of time whilst on holiday with my family, trying to contact my neighbours to find out who had signed for my delivery.
17/10.In response to the reply to my Trustpilot review. If you actually were professional enough to look into my situation you would have seen that my TV did NOT get delivered on the 14th, as you will have seen from my review, the email was a system error and I am to receive the delivery on the 21st as planned. If you are going to respond, make sure you have the facts straight, a stock copy and paste response doesn't cut it

27/10/25 TV was meant to be delivered on the 21/10, took the day off work, nothing arrived. RGB direct stated that this was my fault as I didn't confirm despite speaking with 2 RGB team members who stated my delivery was scheduled for then, and knew I had taken the day off work. Spent hours on the phone rescheduling for 27/10 and booking a slot after 5pm due to the fact that I had used up my final paid day off for the previous no-show. Contacted their delivery company who then stated this slot cannot be guaranteed so had to take an unpaid day off work and reschedule for 03/11/2025. Lets see if this actually happens.

03/11/25 I take an unpaid day off to receive my TV. I am promised a delivery timeslot if 11am-3pm. I wait, this then changes to 2pm to 5pm. I received a call at 4.30pm from the delivery team informing me they will be 45 mins to an hour. I within minutes receive a text cancelling my delivery due to 'family emergency'! I call the delivery company, the call handler hangs up on me when I ask to speak to a manager!!

I have now been without a TV since 20/10/25.

Finally received my TV delivery after being left without one for 4 weeks.
Given a £40 refund for my trouble but doesn't even touch the sides to cover 2 wasted days of annual leave and an unpaid day off work.

I made a tv claim over the phone on 7th of Tuesday I was told they just replaced the tv next day unfortunately it was gone 4pm so I missed the deadline for next day I wasn’t bothered at that point next delivery would be Thursday 9th between 12pm to 9pm I took the day off work as no one would be home for the delivery waited and waited for nothing I called sky protect to see what is happening to find out they said to me it’s still showing dispatched and said try calling the shipping team ( they gave me the number) I called them they have zero orders from sky on their records being sent to me ? So I called sky protect back and said that apparently they have not received anything from sky protect or sky they said that they will look into it and give me a call back next day I never received that call back I had to call back again but this time to try and get this problem resolved, but just like all the other times I tried calling them I always end up with the same result or being transferred from line to line getting nowhere with next to no Information from them about the order and what’s going on I then asked to talk to the complaints team To Try and get this resolved to be rudely spoken to and not even they had a clue Then I got transferred to sky themselves with no warning to be let down by them to. Wednesday 15th of October, I called sky glass technical team I spoke to a woman. I’m unsure of her name, but she was one of the most helpful person I spoke to this whole dreadful experience and said that the Order has gone into a ghost order ? So she would cancel the previous claim down/order and then told me that I have to call sky protect back in 72 hours to redo the claim. Saturday 18th October I called in the afternoon to rebook the claim sky protect was still making excuses that the order wouldn’t go through at this point I’m getting very frustrated so I said I would call back the next day. Sunday, the 19th of October I rang. I have now been told that I’m supposed to wait for them to call me back early Monday/Tuesday what I suspect is another lie from them this claim has been going on for coming up two weeks and not even they have a clue what they’re doing neither dose sky I am paying for a service I’m not getting poor customer Service including the complaints team I am now looking at cancelling everything sky I have due to this I’m taking my business elsewhere. I would strongly recommend not taking out cover with these guys. It seems that they are trying everything to get out of me making a claim making it hard for the customers note this is my first claim through sky protect i am disgusted with the service and everything I’ve been told is a total lie.

Update this issue is still ongoing been told to wait 2 weeks for this issue to be be resolved and that I will get a phone call it has been over 2 weeks not still no phone call…..

please tell me why I pay for sky protect to say I have to pay £100 more to get my phone repaired it's a joke once my contract is up I will not be using sky again as they send you a broken phone and when you tried to get it fix they give you the run around

Changed the claims process used be able to claim online last two I’ve had to do over the phone instead of the repair being accepted straight away it now goes to claims team to decided what there going to do which can take 72 hours!!! iPad could been sent away and assessed under the old process by the time I’m going to here from claims team!!

Extremely upset with the way this company operates. They called me on a Sunday to offer me insurance for a new car and told me that I only had to make one payment for a certain amount. They promised me wonderful things. The second month I was charged the same amount again. When I called, they explained that the first payment was for activation and that there would only be one more payment. This started in August. Today I reviewed my accounts and I see that the same amount has been charged again. Now there is no one to assist me. When I call during their business hours (8 a.m. to 5 p.m.) and use the Claims phone line, if I request service in Spanish, they leave me on hold and hang up on me in less than a minute. I have already called three times, and each time I feel more and more scammed.

I have been paying for this service for years. I had my son’s iPad screen repaired months ago. He has a new one now so thought I would sell his old one. The company have checked the iPad and informed me that they have repaired the screen using a replica which is not what their policy states! I will be cancelling this - I feel robbed. AVOID!!

WOW TODAY IVE BEEN shocked,!

so today i called sky protect at around 15.18pm 05-09-2025 and spoken to a overseas call center op, who couldnt get a word ofr english right 9 times on my postcode, crazy, we pay over 300£ + on sky protect per mnth and sky uk
only to be fobbed off i was passed to a guy complaints handler wow, so rude that he asked why i wanted to make a formal complaint to which i replied overseas call handlers you could tell his shock,
so when he argued with me, why i was calling why am i paying sky potect to cover my sky q box, to get repairs done within 1-2 days , when thats rubish everytime they take 5-7 days and sky on there own, booked in repair within 4 days , i was asking why am i paying for sky protect when i was told repairs would take 1-2 days clearly not, he was rude and said is that all, i was shocked what came next
i said , look this countrys in a right mess,, and there maybe a civil war, next thing i know he shouts down the phone "ARE U FIN KIDDIN ME, " i was shocked, he said and i quoote "DONT GET ME STARTED", at this point i was livid could not believe a member of sky protects complaints team could be well wow, "LEFT", he asked me why i was phoning to complain now im writing to CEO, about this call he wouldnt even give me his name after cant think why, clearly he knew he done wrong,!

Brilliant service. New Sky Q box received in less than 24 hours. Covered laptop too, sent off for repair, it was eventually written off. Replaced it with a £1700 laptop. This is well worth 10 quid a month.

Absolutely disgusting company I would never want to use them again horrible. Complaints department is a joke

BEWARE!!! Scammed system -
I wanna give it minus 5 stars

If you wanna get your items fixed please get it done through your device original company.

I sent my phone for repair while they replaced it with some refurbished rubbish

When asking for it back the straight up denied giving it. I called the repair company on the Wednesday and they said they have the phone still as they scrap their items on a Thursday/Friday. They told me only the insurance company can ask for it back. I begged and pleaded i even offered to return the refurbished rubbish while they said they can’t do anything when they were the only ones with the power to send it back. They complaint team were just repeating their so called policy (fine print) in other words ‘were the owners now’ and they choose not to get your device back, not even if it meant a lot. I sent my phone to get revived instead they took it away forever. Despite a day left to take action. I requested to speak to tge manager and they outright rejected. Never again opting for this cheap protection. I’d rather pay more money getting my device fixed by tge manufacturer at least they would have the decency to return my device.

BTW the only resolution i got was an email containing policy information which is equivalent to nothing.

I may forgive, but will never forget yourself

No one should experience that rubbish. Protect yourself from this because if you don’t they steal the ownership of your device.

Sky TV is good but this Protect is nonsense. Protect yourself from this sick mess. The fine print hides the fact they take ownership.

If you wanna have full ownership don’t get this cheap service
Date of experience: 23 July 2025

We contacted them about tv replacement and they literally took ages to even get a resolution sorted they tried to close our file saying the issue was intermittent but we sent them a video and yet they still closed the file until we contacted them. Really bad company and really bad service. Anyone looking to go with this company don’t because they’re not there to help they’re there to receive your money and that’s about it. Would never go with them even if they offer me it for free.

I’ve now received four replacement iPhones through my Sky Protect insurance (via Domestic & General and Bamboo Distribution), and not a single one has met acceptable quality standards.

The most recent device I received had:
• Visible scratches on the frame
• A dented screen corner
• Only 86% battery health with over 530 charge cycles

To make matters worse, the DPD courier refused to allow inspection before signing, leaving me stuck with another subpar phone.

I’ve tried reaching out via email multiple times and received no proper resolution or escalation, despite following all procedures. This has now become a serious failure in service and quality control.

All I am asking for is:
• A genuinely functional replacement
• A device from a different supplier (not Bamboo)
• One with at least 90% battery health and no cosmetic or hardware faults

I’ve remained patient throughout this entire process, but after four failed attempts, I’m left with no choice but to raise this publicly. I would appreciate urgent attention to this issue and a proper resolution — not another recycled, worn-out device.

I am writing to express my serious concern regarding a recent replacement iPhone I received from your company. The device you sent me is blacklisted, and its IMEI is reported as stolen.

I have been contacting your support team for a week now, but the issue remains unresolved. I am still waiting for a proper replacement device that is fully functional and not reported as stolen.

Please treat this matter as urgent. I expect a prompt solution, either by sending me a legitimate replacement device

I have had my policy for a few years. In that time I have had 5 xbox controllers replaced and cash value paid into my bank within 3 days for 2 laptops and 1 surface pro. Unfortunately where I live they couldn't send a replacement but on all 3 occasions the cash value was as expected.
All claims were fast and staff excellent.

Value for money is great.

I don't cover our mobiles but the service is almost identical to the majority of other mobile insurance providers so be aware you maybe without a phone for a while. If your not happy with that then there are other providers but will charge much more.

Do not use!! They pass you from pillar to post. Replaced my iPhone with a refurbished that had someone else’s data still on it. Eventually swapped it again for one with a faulty battery that only lasted 3 months! Phoned up and was told I’m out of my 90 day warranty. Tried to put in a complaint and kept getting deliberately cut off and told to phone different departments etc. An awful company which I can’t believe Sky even associate with.

I had a 3 Month Free Trial of Sky Protect Device Cover. Due to current financial constraints I am unable to continue with the cover and called to cancel. The Advisor did offer to reduce the price but I am not in a position to take up the offer. I would have given 5 stars but the Advisor said an email would be sent advising of the cancellation which to date I have not received so unsure if it has actually been cancelled.