SBS Insurance Reviews 

Fatima was very friendly and helpful, and dealt with my claim in a timely and professional manner.

Spoke to Klara at SBS about my claim for a lost hearing aid, extremely helpful and talked me through the process, very professional,
All sorted within a couple of days. Full marks

SBS dealt with my ring claim repair. The service was amazing from start to finish. I was given a direct contact of Melanie Rochester who contacted me as soon as my insurance company had referred the case. Melanie kept me informed throughout the process answering questions straight away.
The ring was repaired and returned with a really quick turn around. The ring is back to its former glory and I couldn't be more happy. Thank you 🙂

Very thorough. Made the process very easy and professional. Dry happy with the service received.

Great service claim very quickly resolved, and an actual person easily contacted on the phone.

This is a company that treats traumatic times with calm, helpful professionalism. My wife had lost an expensive piece of jewelry and was very upset at the loss. SBS, in the form of Joseph, were sympathetic and eased us through the claims process.

very quick to call and deal with our claim. very friendly and got on with sorting everything for us

Superb service from start to finish on my claim (873623). All the claim handlers I spoke to were magnificent - friendly, efficient, polite and just throughly good. It's heartwarming to get such great treatment, especially from a financial services company.

So, well done Pav, Stu, Conor, Paul Chalice, Milly, Jake R, and Ethan.

Thank you.

Claim reference: 879454

After losing an item of huge sentimental value, I contacted my insurers on Saturday afternoon to begin a claim without any expectation for such a swift and positive outcome. I was contacted on Monday morning by Claire Ingram at SBS to discuss the item I had lost (also spoke to her colleague Ben Randall when I called back) and by Tuesday morning my claim was approved for settlement. I had a reference number, a direct phone number and named contacts; no long list of automated options but actual people who instantly accessed my claim and didn’t need me to repeat the details every time.

While no amount of money can compensate me for the sentimental value, the care and compassion shown by Claire and Ben have made the loss a little less painful. They were both professional and sympathetic, courteous and compassionate, I can’t praise them highly enough for their service and support.

Pleased with outcome from beginning of claim to the finish. I could speak with the claims assessor and could arrange a convenient time to visit. He gave some good advice and brought carpet samples. The carpet fitters were booked. The team arrived fitted and cleaned up. Very pleased.

I felt very awkward about this situation; however, the service that SBS provided was excellent. Joseph Tranter was amazing to deal with. He kept me up to date with the process and was very courteous and understanding throughout.

What a wonderful experience I had with Amy, great comms and handled my claim brilliantly. Couldn’t ask for more. Thank you Amy you are a credit to SPS.

SBS - HALIFAX CLAIM UPDATE 1.

SBS reference number is: 864647

SBS were polite and professional whenever they could speak to me — but the DSAR from Halifax shows SBS were blocked by Halifax from contacting me at all.

That meant SBS couldn’t gather information, couldn’t check specifications, and couldn’t advise me properly.

That’s not SBS’s fault, but they should have stood firm and refused to proceed without direct customer contact.

The DSAR also shows SBS did not perform a true valuation.

They matched my Dell G15 5521 Special Edition — the only Special Edition gaming laptop Dell has ever made — to a basic Dell G15 5530 with none of the SE‑class engineering - They told Halifax it's faster by 3% at best on the CPU side, but missed out the 240Hz 3ms IPS panel now only found on Asus Scars.

No mention of the 12 zone RGB now only found on 7-12k Titans, that's why matches have to be spot on and why SBS is out of their league, no offense to them. Honest, they are just not experts in this field, but it sure saves insurers money if customers are clueless!

No 12‑zone RGB, no Alienware FX lighting controller, weaker cooling, lower wattage, and a completely different performance tier. This was not a like‑for‑like assessment.

SBS’s incorrect match produced a default £1,100 BER figure. Halifax then uplifted this to £3,000 using a limit that does not exist anywhere in my policy. The correct replacement, based on the actual specifications, was an £11,400 ASUS ROG SCAR 18.

“You ignored professional benchmark data showing the Dell 5521 SE’s 99th‑percentile gaming performance, and you failed to recognise that the SE uses a rare inverted‑motherboard cooling architecture only found in £9,000–£15,000 over‑engineered laptops. This proves you misclassified the device’s engineering tier and performance class. A like‑for‑like replacement must match the thermal envelope, motherboard architecture, and 99th‑percentile performance — which only the 2025 Scar 18 5090 does.”

DELL even told the world they made a massive loss on the 5521 SE, which is why they are so rare on the secondhand market.

The worst offence and something other SBS clients must watch in the future.

None of the critical correspondence from 14 April — including my SKU request, retailer request, engineering‑tier challenge, panel‑class challenge, thermal‑envelope challenge, RGB chassis requirement, performance‑class challenge, or the valuation‑methodology challenge — appears anywhere in the DSAR. SBS also omitted all internal discussions relating to the uplift from £999 to £2,700, and all internal notes regarding the service tag and the intact box tag. These omissions constitute a failure to provide personal data used in decision‑making, which is a breach of UK GDPR Article 15.

**FOR CLARITY, THE DELL SERVICE TAG WAS C33KYR3.
THE LAPTOP TAG HAD RUBBED OFF, BUT THE ORIGINAL DELL BOX (WHICH SBS CONFIRMED THEY RECEIVED) HAD THE INTACT SERVICE TAG CLEARLY VISIBLE.
THIS TAG DOES NOT APPEAR ANYWHERE IN THE DSAR, AND SBS DID NOT REFERENCE OR USE IT DURING VALUATION.
OTHER SBS CLIENTS SHOULD BE AWARE THAT CRITICAL IDENTIFYING INFORMATION MAY NOT BE USED EVEN WHEN PROVIDED.**

**EITHER SBS DID NOT SEND THE SERVICE TAG TO HALIFAX, OR HALIFAX RECEIVED IT AND FAILED TO DISCLOSE IT IN THE DSAR.
BOTH OUTCOMES ARE PROCEDURAL BREACHES.**

AND THIS MUST NOW BE ANSWERED BY SBS -but they wont dare on here, but matters not as it will be forwarded and esclated to FOS soon!

SBS are fulfilment contractors — not valuers, not engineers, and not loss adjusters. For high‑value electronics, customers should insist on a licensed loss adjuster, because fulfilment partners are not equipped to assess rare or specialist devices.

SBS were very polite, then went silent, refused to communicate — but the process was fundamentally broken, and the Halifax insurance DSAR proves it.
1 star.

Vicki Telford was my contact, and I found her to be amazing. My skills on a keyboard are not good, and as I am not far off 80 years of age, I have no desire to improve them! She was so knowledgeable and extremely helpful from start to finish. A credit to your company, and also a good sense of humour. My sincere thanks for guiding me through the process.

This was a nice, calm process. Fatima was very professional and was a great help to me.

"I had such a great experience thanks to Shelley from SBS—she was brilliant, friendly, and incredibly helpful the whole way through. She took the time to answer all my questions, kept everything moving smoothly, and made the entire claim process so simple and hassle-free; I honestly couldn’t have asked for better support."Thank you very much ☺️

872581. Katie Cox and the team have been brilliant. I acciddntly damaged my ring and put a claim in. Katie contacted me and solved my problem. With emails keeping me updated. I have now received my ring back

We used SBS insurance as our tv got accidentally broken. I must say it was stress and hassle free! I was on the phone with Paige for 12 minutes and in that time we’d exchanged emails with photo evidence and she had concluded our tv needed replacing. Within the hour after the call, I received our voucher to go buy our new tv. All round the whole process was brilliant.

Excellent service - from start to finish. Responsive, knowledgeable and super efficient. Thank you Rachel Drayton-Chana and the team!

Paige called me this morning to discuss a claim I had made and she was absolutely brilliant.
Caring, conscientious, did absolutely everything she said she would.
All concluded without delay or concern on my behalf.
She also followed up very promptly on a couple of post Conversation queries I had.
Terrific old fashioned outstanding service.