Sky Protect Device Insurance Anmeldelser 

i have a d&g policy through sky protect which i had to make a claim through today but d&g are awful. i have a broken sky glass tv and under there policy they can either replace or give a cash settlement they cannot replace the tv as there is a problem with there system and skys so i asked if they would write the tv off and give a cash settlement which they refuse. i have asked them why on earth do they need skys system to sort out an insurance issue as my contract is with D&G not sky, the tv is paid off and there is no outstanding finance on it so the tv is free and clear so has nothing to do with sky. i have offered them the statement to show the tv is paid off and offered photo evidence of the broken tv but they wont budge they just say its not out problem its skys and sky tell me no its domestic and generals as they are the insurer. i have been on multiple calls for over 5 hours and i have got know where with either company. i have been through every one of domestic and generals terms and conditions and policy details and they have failed to deliver on every policy detail. please think about it carefully when you sign up with this company as they will not do what the policy state they do.

This was my email response to the auto-renewal advice received from skyprotect.com:
I do not wish to renew my insurance policy.
Do your executives live on this earth, or are they from another planet called the STUPIDVERSE?
How else do they believe loyalty to your company and no claims means one's premium should be quadrupled!!!!!
And I received this in response:
I have been into your policy and declined your renewal as requested. Your current policy will expire 07/03/2026 23:59. A confirmation email will be issued shortly.
If you wish to accept it later down the line this is still possible, and if you have any questions please don't hesitate to reach out.
Was there anything else that you required assistance with today?

I called sky protect to add an item in my home insurance to be told the item was too high of value and that they now have to cancel my insurance giving me 14 days to sort elsewhere. I explained I wanted to keep the insurance and would insure the item on a stand alone basis, to which they said I couldn't and was cancelling my insurance. I have had none stop calls pestering me to verify my details to cancel. Yet they were the ones suggested the cancellation. I have now been threatened with saying they will put a marker against my credit for unpaid direct debit yet they have cancelled my policy so why should I pay a direct debit. Absolute joke of a company. Also cancelled my other sky products

Trying to email domestic general sky protect for a new claim as our phonesc are out of action keep getting the other company run by sky same name as domestic general sky protect.
Very frustration info@ isnt being replied from for a few days tried complaints@ this no reply as yet

After paying for years, it turns out that their service is awful. I tried to make a claim for my wife's IPhone after being with them for years and parring with 500 plus. When you go to their website skyprotect.com and try to manage your account most the important information is missing. It just say iphone, windows laptop and tv. When I tried to claim, it turned out it was a phone we'd parted with years ago. But we'd missed this detail as the information they hold and show are different. How can you manage an account with no information, hindsight is a wonderful thing. I appreciate that they're correct about the phone not being covered. But my disappointment is in the complete lack of manging your policy online is poor. Also when I spoke to the claims person, I asked which laptop or tv, of which they have no details. So the quality of management and their records are shocking. Add that to being sold something from sky, to find out it's a poor company like domestic and general who deal with the whole thing. Sky clearly don't care about these problems or how badly D&G represent them. Avoid, avoid, avoid.

I have been a Sky customer since 1999, and I can say Sky Protect is the worse experience I have had. The various cameras,leak sensors, etc. gave up the ghost after a few months, quite expensive against other insurance quotes.
The last straw for me was last November the heating element in my immersion heater appeared to be on the blink and kept tripping. I put in a claim on November 30th, as I write this, on Feb 10th,I am still waiting for an engineer to contact me. My cover finished in mid Dec.
I have rung Sky a few times, but all I get is a very long wait on the phone, so gave up, or I was told, just before Christmas, when I managed to speak to a very disinterested Customer Service member that "someone will ring within two hours to arrange a visit".That never happened.
I am now going to have to ring around to get someone to come and have a look and to rectify the problem.
My advice is " don't". Stay clear of Sky Protect Insurance, because they neither protect,or insure. Very disappointing

ABSOLUTELY RUBBISH I HAD A FLOOD AND THEY SAY AS THE LAMINATE FLOOR HAS GOT BEEDING ROUND IT IS BUILDING NOT CONTENT INSURANCE ABSOLUTELY MADNESS AND THE SAME IF THE FLOORING IS UNDER THE SKIRTING BOARD ITS ALSO BUILDING INSURANCE JOKERS

My insurance claim took around 2 weeks. I had to chase, but all in all, it turned out really well. Sky, D&G and both third-party repairs and fulfilment were really good. They respond to emails quickly (email is best) and are pretty efficient. I was very negative at first because my previous insurance was with my bank, which used 'Assurant', which is absolutely dreadful, and it left me extremely wary of device insurance.
I would recommend Sky especially if you're relying on your bank's insurance (they all use the same one).
Just don't expect a new phone the next day. Make provisions; always have a cheap spare phone (which I did not do!)

Poor Sky/D&G I gave them hell, but they were actually brilliant.
So thanks Guys (and apologies for being so manic) 🫣!

Awful equipment. Not all of it worked from day 1. Doorbell signal was very poor despite the chime being on the opposite side of the front door so as close as it could have been. Battery needed recharging every few days. Phone support and they told me to do an update which didn’t work and actually made it worse. Then my insurance was due up and they said they no longer do the protect insurance so all my equipment will stop working. Not that much of it worked to begin with, but it’s still annoying. I wouldn’t have wasted money on it for the past year and would have gone with another provider had I known the issues there would be. Now have to buy a new video doorbell and have gone with a different provider for the insurance. Very disappointing.

Stacey from product replacement team has literally saved me after trying to sort my phone issue for 6 weeks this lady actually went above and beyond thank you beyond words.
For listening to me.

Great responded to my email straight away . Very helpful .i couldn’t ask for better customer service

Rang sky protect on the 3/1/26 as my sky glass tv hdmi port was broken.
5/1/26 - they delivered a replacement tv. The delivery drivers didnt have the equipment to take my tv stand off. So they opened the new box to find a broken tv. I refused delivery as thats my right to.
The same day i logged a complaint with sky protect and order another tv.
The 1st call handler didnt have a clue 2nd still no clue. 3rd told me i needed to take the tv off its stand and have it boxed up with 2 people to help me. None of which i was told when i ordered the replacement plus sky take the box when they deliver a glass tv as they set it up so i dont even have a box.
4th call handler wouldnt listen.
5th call handler said sky have to have the undelivered tv in their hands before i get a new 1 wait for a call back.
6/1/26 no call back so i called to see if theyd received the tv. No they hadnt.
7/1/26 i ring to order a new tv surley theyd got it by now no they hadnt theres an issue with IT they need to mark it as recieved well see if we can waiver it. If youve not signed or taken delivery we then have it. But we suggest you complain..
Ring complains phone number to be cut off.
Send facebook a msg on there explaining the issue.
9pm i.get a phone call back sorry well sorted it out and ring you back tomorrow.
8/1/26
No phone call back
9/1/26 really sorry well order you a new tv for tomorrow and well compansate you ok
10/1/26- wait in all day no tv
Email received at 4pm we cant deliver the tv. Email us back.
Email them back its out of stock.
Ring up the complaints team.oh its down to the weather which was fine at both the depo (my friends live nearby and hes a bus driver) and where i live.
Well ring you tomorrow. I threaten to cancel my sky account.
11/1/26
Phone call ill try and get you 1 for tomorrow. Trouble getting through to sky protect. Ill ring you back. Rings back i cant get you 1 for tomorrow theres a problem with it and its been marked as not received the undelivered tv so we cant order a new 1 so i dont know when this will get sorted. I explained ive had 3 different stories. I just want a tv and to speak to someone higher up so i can explain the context of the problem and why im so fustrated annoyed and disapointed. I feel like cancelling because its not worth the stress.

Later on in evening i get an email we are cancelling your sky tv this will effect your credit rating and youll still be charged.

Not once did i cancel i expressed my fustration that is all.
None of team seem to know what theyre doing.
And its still not resolved. I write the review to warn other customers off the lack of empathy compassion snd realisation of how stressful it has been dont bother ordering sky protect. Id of been better off with my house insurance covering it.

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!!