Sky Protect Device Insurance Anmeldelser 

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 down 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.

What a shambles these people are. Actually, it comes across more as a very carefully designed process to prevent customers navigating the twisting layers of bureaucracy and never talking to someone that can make a decision other than fobbing you off repeatedly.

I tried to make a first claim with them after paying for 3+ years because my Ipad has developed a fault.

The ipad went away fro repair, came back with them claiming there is no fault, which of course there is, then followed weeks of messing around and not doing anything at all. Theres really no point in me going into details here. Its just a huge disgrace really. Ill be contacting the Insurance ombudsman this week to lodge a formal complaint. It wont make any difference of course, but maybe I'll feel a bit better!! haha!
Result is that I still have a broken Ipad, I've spent hours on the telephone with no joy, and I have cancelled my monthly payment to them.

One of the very worst companies I have had the displeasure of dealing with.
They are a zero star company.

Terrible, like most insurance it's not until you attempt to make a claim do you get to experience how bad the company is. Made a claim to be told device isn't covered despite having proof they accepted the IMEI number and repeated confirmation of acceptance. Over a week with no resolution, I've now paid locally to fix phone as cannot wait for their decision and instead cancelled the policy. Pointless paying insurance with no guarantee anything is covered.

Have had Sky Protect/D&G for awhile now

Sky box has stopped working rang these jokers only for Chris to terminate the call during so called security questions

Redialled to get another guy who stated my Sky box is not in circulation anymore and was discontinued awhile back so I cannot have it repaired or replaced

Thomas has such a bad attitude I don't know how you are working in customer services

Now I am being told I need to get the next model out but i need to cancel with Sky to get this new Sky box he stated he would do everything stuck on hold for over 10 minutes to be told Sky want to speak with me direct transferred to Sky ignorant woman kept interrupting when I requested a manager or complaints I was put on hold after 30 minutes the phone call has terminated by them

I am still waiting for this 11.30am call back from Sky Protect/D&G Good Customer Service no longer exists anywhere you go or any service you use no-one accepts accountalbility anymore

Companies are only intereted in how many £££'s they can extract from you and deliver disgraceful after sales

I dare you Sky Protect/D&G to try and deliver Good Customer Service as I realise it's not in your remit

Always had all my devices and appliances insured with D&G/Sky. My daughter’s personalised engraved iPad sent away working still but with water damage, was told it would be repaired and a spare part was to be ordered and then arranged for the device to be returned. Only the next day a different device was returned. According to TRS and DGSP the device was sent to apple who couldn’t repair it and sent a refurbished device instead. This came not in an apple box and scratched. After raising a complaint i have been passed from pillar to post. I raised this complaint in August and have been ignored since the start of September. I refuse to use the device as I don’t accept it and in the mean time I am still paying for the policy. Calling every week only to be told they can’t do any more but wait for a case handler to investigate? Disgusting customer service and complaints procedure, lost a very loyal customer. I will no longer be recommending them to anyone.
I completely understand sometime things cannot be repaired and my insurance did not cover it being personalised but I was told this was being repaired not replaced, had I of known they couldn’t repair it I would have taken it to a repair shop myself. It was working when I sent it away and I have had worse devices in worse condition that won’t even turn on repaired so I find it hard to believe apple themselves couldn’t fix it. I also find it strange that TRS are saying it was sent to apple when it was sent to them directly? A device sent from apple but not in an apple box?

So i have sky protect for my dish, no complaints there, i had two other devise added, one was a tv, it broke down, the choice for a replacement was not the same make but a piece of junk made mu hisense dreadful picture, i had to buy a new tv, my advice dont insure anything other than you dish and box, they dont do like fir like, just cheap replacements.

Absolute garbage, took out device insurance and spent a week back and forth with emails, jumping through hoops day after day, don't use this company, they do not follow through with their promise of insurance cover.

Please take my review as ZERO stars.
Phone was sent off to be repaired they rooted the phone and ransacked it for parts , they then installed the wrong firmware and sent it back. It had gone in for a cracked screen that yes they fixed but not with the correct part , the camera is now faulty as are the mic , speakers ( both) and the screen is unresponsive and actually locks the phone when recieving an incoming call, the dialler screen is not the correct one and they use SBE in Ashford Kent who are NOT authorised to repair Google phones and this means I'm left without warranty on my phone. Sky Protect only remedy is to send it back to the same unauthorised repair centre, I refuse to do that and I'll update this review when I can as it's now in the hands of the financial services ombudsman.

Do not touch these with a barge pole. Tried getting my TV repaired since 16th August - Booking system down etc. Managed to eventually get a repair booked for 6th September after giving full details of the intermittent fault with screen and supplying videos etc. Engineer arrived - wrong parts - I sent Equinox even a screenshot from my Television of Model and Serial Number - parts still wrong. Arranged with Engineer for the TV to be picked up and taken away for repair. Three days later received an email for Equinox stating that they DO NOT REPAIR INTERMITTENT FAULTS! Contacted D&G who stated this is not correct and will investigate with Equinox and arrange repair - THEY NEVER CONTACTED ME AGAIN. Contacted D&G again and requested to speak with Supervisor - all in a meeting and will contact me later that day - STILL CONTACT. So over a month later, still no progress with the Television Repair - diabolical service - time to contact ombudsman