Sky Protect Device Insurance Reviews 107

Absolute con! Do not waste your money.

I rang up to get my phone fixed due to damage, getting approved is a whole process in its self for them to say they would only consider a repair and I need to send my iPhone off in a “Giffy Bag” with find my iPhone off and when I asked how long to repair they couldn’t provide a time frame. All for the privilege of £75.

Who can be without their phone for an unspecified amount of time?

Seems like their processes need a big update/overhaul, or either that it is a con just for them to generate income.

Either way I cancelled my direct debit and will not be wasting my time on this insurance con.

If I’m paying for a service that service needs to be simple, this is far from it.

My direct debit got cancelled so I phoned up and spoke to them and they seem so nice and told me said they’d sorted it and I was covered. So a month later when something happened to my phone I rang up only to be told I wasn’t covered. I had tried loving in on the app but that never works (never a good sign) and the women was speaking to me like I was 10 even though it was a bad line.

Avoid at all costs, online payment app takes money but doesn't give you your policy, call centre staff unless still waiting for my money back said only way was for me to pay twice, blamed bank but I visited the bank and it's clearly sky, sly my name and nature avoid

I have been a loyal customer of Domestic & General and SKY Protect for many years, holding policies for all my appliances and laptops. Recently, my laptop was sent for repair but was ultimately written off. Despite my various efforts to get a replacement similar to my written off equipment, SKY Protect has been uncooperative in providing a replacement. Their customer service / Complaints team have been unresponsive, failing to return calls or genuinely listen to customer concerns. This experience has been deeply disappointing. SKY Protect services have been outsourced to Domestic & General but they do not want to help.

So much for helping people with disabilities. 2 weeks ago I registered an iPad for my disabled son under the assumption it would be covered if I needed to claim. He damages his iPad frequently and I needed a second one in case the first was broken when he has meltdowns. When registering the iPad I gave the details I had that I believed to be correct from the box only to find out that his mum had switched the iPad when he stayed with her. When the iPad was due to be repaired, they were unable to do so as they had received the incorrect device. Upon realising it was a different device, I tried to swap the devices on my plan only to be told no and both the agent and manager that I spoke to both compared my situation to car insurance.

They sent letter for renewal which said it I did not add devices they would cancel my policy. When I phoned they said they would cancel my policy if I did not add devices. I pay them over 200 pounds sterling p/a. What a cheek. Although I am in late 70s I told them I did not do blackmail and told them to cancel and stick it somewhere. I would have preferred to have used other
Totally words in place of the word 'somewhere' but thought that a policeman might call at my door.Totally disgusted.

Saturday was the first time I have had to ask for an engineer to visit to repair my SkyQ box. The gent I spoke to was very polite and helpful and apologized that the first available slot was Monday between 8 and 1. Impressed so far. Engineer arrived as scheduled and had the problem fixed within 30 minutes. 1st class service. Thank you and please pass on my thanks to the people involved.

A few days ago, my Mum told me that she was having issues with her Sky system. She had been without Sky for 4 days.

I reminded her that she has one of those policies where all repairs are covered and if need be, they can send an engineer round to look at your system. I think it's called Sky Protect

My Mum booked an engineer and this brilliant man called Darren came round on the Wednesday 16th April 2025.

He moved the main box from my Mum’s room to my room, and put in a booster for my Mum’s room. He also move the TV set as well. To be polite he went well over and beyond the call of duty. The standard of his work was incredible. However, this is not uncommon at my Mum’s old house another engineer has done the same thing. In fact, I have several friends who have Sky TV who tell me the same thing.

The thing is that if you have an issue with your sky system all you have to do is give them a call and 99 times of out 100 someone on the other end can sort it out for you. However, if you have someone elderly, they are only too happy to send someone round. That is because Sky has excellent customer service which is second to none.

So, the usual questions.
Are they worth the money? Good value at 10 times the price.
Would I use them again? Of course.
Would I recommend them to someone else? Yes of course. I would suggest that if you have Sky TV you get one of those policies that covers you for repairs and the like which my Mum has.

I can assure you that Darren, like all the Sky engineers and the real James Bond, has a Goldeneye for detail and like all his colleagues you’ll be left shaken but not stirred.

I have been a Sky customer for over 20 years, and have had my Sky Protect policy for over a decade. I called them up over a week ago to inform them that one of my additional items (a TV) included on the policy had broken down. After waiting patiently up until today, I decided enough was enough, as I hadn't heard from them. I spoke with an agent who then put me through to another department. I was then informed they were going to send me an email with some details on the TVs that are currently available. Again, I waited for a while, and no email.

I called them back with the prospect of cancelling the policy. I was then told the details they are holding on my file are incorrect i.e. phone no. and email address. I believe that to be utter rubbish, as I have recently spoken with them and have given them my up-to-date details. They then responded by reading out my old email address, and promised me a new TV. I was buttered up and told what a "great" customer I am.

I stuck to my guns and cancelled the policy with plans of purchasing a new TV. I feel I have not been treated well and fairly. I am not allowing them to mess me around.

My advice is to well and truly avoid them. It seems as this is nothing but an elaborate SCAM.

Not happy at all!

Another thing, if it was possible to rate them with zero stars, believe me I would.

I have had sky for approx 26 years, Sky protect rang me 2 weeks ago to tell me I had to add another item or my insurance would be cancelled. That's when the trouble started. Firstly they did not take the payment, then I was told the payment date had been changed without my knowledge, then they took the payment from the wrong account, I was then told my account had been locked and they could not change the payment date. 8 phone calls later still no change, transferred to complaints dept who hung up on me without giving me a chance to tell them the problem. The second time in the line of 8 calls I had such an ignorant man who shouted me down all the time. They have now taken a payment on the wrong date, and a week later they tried to take another one. I have been trying to sort this out since 15th March - 28th March. I have had enough and I have cancelled this insurance. 1 star is too good for them, they deserve none.

I have only had the protect a month. I had other people/friends to help but they unfortunately could not get the door bell pairing to work
In the meantime I tried to contacted them via phone which was very frustrating lost count how many times when I did get through to a human most off them was unapproachable, they were very rude and kept passing me to someone else and then put the phone down on me, quite a lot, and e mails. they did send an engineer, but he has not even had any training on the protect engineer he did say the doorbell was faulty the engineer was a very polite, helpful. the engineer tried ringing sky, but sky put the phone on the engineer as well. the saga continues

They don’t even deserve a single star for their impatient and unhelpful customer support. Instead of providing a proper resolution, they lack the internal communication necessary to handle claims efficiently. They seem to have excessive authority in deciding whether a customer is genuine or abusive, yet they fail to justify how supportive they really are—because in my experience, they aren’t.

I lost my device on February 27th and reported it immediately. They blocked the lost device and approved my claim, but the representative never confirmed whether I had received an approval email. Clearly, they lack attention to detail, and their management doesn’t seem to monitor their performance—there’s no feedback form after conversations, which speaks volumes.

After waiting three working days, I followed up on my claim, only to be told that I hadn't responded to an email requesting proof of purchase/usage. The issue? I never received the email. Upon further questioning, I discovered they had the wrong email address on file—an error on their end, not mine. This mistake led to unnecessary delays and frustration. Once they corrected my email address, I contacted them 7-8 times every 12 hours, only to be told the same thing: "Your case is with the claims team, and we can't do anything except add a note." Now, I have to wait until Monday because the claims team only operates Monday to Friday, 9 AM to 5 PM.

It’s frustrating that they have the power to judge customers but lack an efficient internal communication system. As a customer, I chose Sky Protect for device insurance, expecting seamless service—not excuses about which team handles what or how long things take. Did they ever explain their internal processes over the past 12-14 months? No. I trusted them blindly, and now I regret it. Why does Sky Protect ignore the fundamental principle of teamwork in their offices?

Simply don't bother! Now been without my laptop for a month. Took 3 weeks to agree a sensible replacement having been offered numerous options with half the disk and ram plus non-convertible compared to what I had insured. Then they still delivered the wrong one which didn't match agreed spec. Now taken a week via 3 different teams with no answer to what they are going to do about it. Appalling service.

I have just had a conversation with the rudest man. I called, as recently found out that they no longer send out engineers for breakdowns on SKY + HD boxes but instead offer you £65. They say that I should change to sky Q. Tried that months ago but was told they couldn’t access my dish! I’ve been with sky about 26 years, live in the same house had dish replacements in the past but now cannot access it???? Spoke to a guy named Barry, explained my situation and asked how long they had been taking my payment but knew they would not be willing to come out to repair my box. He said it was insured they’d give me £65 to TRY to find an engineer, and I had two tv’s covered which I only did because I wanted my sky protection !!! He was so rude! said I was talking over him when in reality he was talking over me!

Our satellite signal went down, rang sky, the earliest they could come out and fix the problem was in 11 days, As we had sky protect insurance with domestic and general we were put through to them, the man said they get the engineer out within 24hours (sun-fri) but as we had already booked the engineer he could not book one, so told us to cancel that appointment and ring back the next day, (which we did,) to be told that the earliest date they would come out was in 10 days time!!! So someone was lying. We have now cancelled the insurance with them. It is not worth wasting your money with them, as the man on the second call not helpful at all.

I’ve had the cover for five years. Recently received a letter from them saying as I have not added additional devices they will cancel my policy. I telephoned them explaining I didn’t need to add additional devices and was told it was their policy to end cover if I only had sky equipment coverage. This is ridiculous. And why after five years is this suddenly a mandatory requirement? I’ve cancelled the policy and will get covered elsewhere.

They prey on vunerable old people. My wife’s mother has Alzheimer’s and manages her affairs as she has POA.

She found three unnecessary insurance products by monthly Direct Debit which were not needed. My wife called Sky DGI and after a lot of hassle got them cancelled. A couple of months later the director debit appeared on the bank account again. Turns out a sales person they had called the mother again and convinced her to agree to Insurance again.

My wife called Sky again and they apologised and cancelled the Direct Debit and acknowledged that her they knew she was vulnerable.

And guess what! They’ve just done it again!!!

This company DGI are crooks. How Sky is being represented by them is beyond me.

My wife has instructed the bank to block the direct debit from DGI. (Yes you can do this)

And has written to the FOS Ombudsmen, the OPG and the IPO.

Do not take out insurance with these scumbags. And if you are experiencing similar follow the above.

Damaged phone was replaced with a phone in worse condition. Pay monthly and then had to pay a £75 excess to receive a worse phone and although not major it was also the wrong colour. Apparently can only offer a previously owned and repaired phone. “New” phone that was received had <90% battery life and a damaged screen but according to the repair company this is grade A.
The second star is for the customer service agents as there has been no issue with them.

I bought Sky Protect insurance to cover my SKY HD+ boxes. Tried to use it when one of the boxes developed a fault. Turns out that the HD+ box is not covered! Even though it says that they are on my contract. Offered a free upgrade to SKY Q which would only cost me another £70?

Terrible customer service.

I recently signed up to sky protect device insurance. All seemed to be going well but when I began using the app, an error message kept popping up. I contacted customer services and informed them of the issue. The person I spoke to said the app was nothing to do with them and believed it was out sourced to a 3rd party. I asked who I could speak to to rectify the issue as there’s an apparent problem with their app. I was told to check the website and see if there is a link on there to contact customer services. I was a bit surprised for the lack of helpfulness as not the slightest bit of customer care shown. I was simply fobbed off.

I did check the website as advised and no matter what part of the site I went to - all the customer services came back to the original number I dialled.

They had no interest in the fact that there may have been a problem with their own app or to help me rectify the issue. Absolutely abysmal customer service and I shall be cancelling!

Having seen other reviews on here, it seems the service is full of problems and I note the downtime lack of any sky representative responding to the issues raised by people on this forum, which perhaps is another demonstration of their lack of customer care.