Spoke with Lisa at Insurance to go regarding a change of phone which required a change to my policy. Lisa was extremely helpful explaining everything I needed to know including what to do should I nee... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Easy to understand phone options. Easy to find info I needed to be prepared. Quick reply. Courteous, clear , patient, respectful, efficient, effective member of staff… sorry I didn’t note her name... See more
Company replied
Emma was extremely helpful from 9 Am in the morning right through till 4pm. Sorting out the insurance claim for my son’s phone that was robbed of him the previous night. I rang Citymain nirevthem 10 t... See more
Company replied
I insure my phones with I digital .My toddler broke my Iphone 17 pro max blue, I lodged a claim via the Citymain claims portal, wich was easy seamless process. The repair centre advi... See more
Company replied
Company details
Written by the company
SPB UK is a leading provider of protection solutions, trusted by millions of customers across the UK and Europe. For over 20 years, we’ve supported people through life’s unexpected moments. Whether that’s a lost phone, accidental damage, or the need to make a claim quickly and easily. We work with some of Europe's best‑known brands to deliver insurance and service programmes that put customers first. Our focus is simple: clear communication, fair decisions, and support that makes things easy when you need it most. Every review helps us improve, and we’re committed to continually strengthening our service. Thank you for choosing SPB, we’re here to help whenever you need us.
Contact info
3000, Lakeside, North Harbour, PO9 3EN, Portsmouth, United Kingdom
- spbuk.com
4.7
Excellent
111 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very helpful 8n sorting a problem of our own making
Had an issue of our own making, sending the wrong parcel to them.
Dealt with Helen in customer service, who responded within hours and sorted the problem within 24 hours.
Very impressed.
16 January 2025
Unprompted review
Reply from SPB UK
Hi Martin,
Thank you for sharing your experience! We're glad to hear that Helen in customer service was able to resolve the issue quickly and efficiently. It's great to know that our team could assist you within 24 hours, even with a mix-up on your end. Your satisfaction is important to us, and we're here to help whenever you need it. If you have any other questions or concerns, please don't hesitate to reach out!
Kind regards
Hayley@SPB
Claimed twice for damaged phones
Claimed twice for damaged phones, no quibble on their behalf and great customer care and service both times
15 January 2025
Unprompted review
Reply from SPB UK
Hi Charlotte,
Thank you for sharing your experience! We're thrilled to hear that our customer care and service met your expectations both times you needed to claim for damaged phones. Your satisfaction is our priority, and it's great to know we could assist you without any hassle. If you need any further assistance, please feel free to reach out. We're always here to help!
Kind regards
Hayley@SPB
Highly recommended
Highly recommended, I took two weeks before I could even place a claim for a stolen/lost phone due to me experiencing a RTA which left me unconscious and in hospital with injuries that required surgery.
I was given a short time frame for my claim to be completed which if I’m to be honest I was sceptical about, but low and behold as I was explained regarding the process, requirements and time frame to completion all I can say is WOW,EXCELLENT, HELPFUL PROFESSIONAL.
It was actually a pleasure and a joy to be dealing with there great on point and extremely helpful members of staff.
SPECIAL THANKS TO KARA she really does deserve big praises, so much so that I’m actually going to miss getting to speak with her.
21 December 2024
Unprompted review
Reply from SPB UK
Hey Rahul,
Thank you for sharing your experience and for the high recommendation! We're truly sorry to hear about your accident and hope you're recovering well. It's great to know that despite the challenging circumstances, our team was able to assist you efficiently and professionally. We're especially pleased to hear about your positive interactions with Kara. We'll make sure she receives the recognition she deserves. If you need any further assistance, please don't hesitate to reach out. Thanks again for choosing us, and we wish you a speedy recovery!
Kind regards
Hayley
Absolutely fabulous service everytime I…
Absolutely fabulous service everytime I have interacted with them. Very fast claims completed with no hassle. Policy changes done in five minutes. Can't recommend them enough.
23 December 2024
Unprompted review
Reply from SPB UK
Hey Mark,
Thank you for your fantastic feedback! We're thrilled to hear that you've consistently had a fabulous experience with our service. It's great to know that our team has been able to handle your claims quickly and without hassle, and that policy changes have been completed in just five minutes. Your high recommendation means a lot to us. If you need any further assistance, please don't hesitate to reach out. Thanks for choosing us!
Kind regards
Hayley
Great insurance company
The company came back to me with the resolution of my claim and they sorted out very quickly and effectively
Much appreciated
18 December 2024
Unprompted review
Reply from SPB UK
Dear Mr More,
Thank you for your feedback, we apologise for any inconvenience caused.
I have passed your claim to one of our Customer Service agents and they will be in contact with you today.
We appreciate your patience and cooperation as we work towards a resolution, and we sincerely apologise for any inconvenience you've faced.
Kind Regards,
Leone
Very helpful & kind service
Very helpful & kind service. Would recommend to anyone.
18 December 2024
Unprompted review
Reply from SPB UK
Thank you so much for your kind words! We're thrilled to hear that you found our service helpful and kind. Your recommendation means a lot to us. If there's anything else we can assist you with, please don't hesitate to reach out. Have a wonderful day! 😊
Kind regards
Hayley@SPB
Easy to get hold of
Easy to get hold of. Helped with my enquiry and good customer service.
17 December 2024
Unprompted review
Reply from SPB UK
Hey Richard,
Thank you for your kind words! We're delighted to hear that you found it easy to reach us and that we could assist with your enquiry. Providing good customer service is our top priority, so it's wonderful to know we met your expectations. If you need any further help, please don't hesitate to contact us again!
Kind regards
Hayley
we were very impressed with the speed…
we were very impressed with the speed of dealing with our claim - very straight forward.
12 December 2024
Unprompted review
Reply from SPB UK
Hi Glenn,
Thank you for your kind words! We're thrilled to hear that you were impressed with the speed and straightforward nature of our claims process. Providing efficient and hassle-free service is our top priority. If you have any further questions or need assistance in the future, please don't hesitate to reach out. We're here to help!
Kind regards
Hayley
This company are 5 stars
This company are 5 stars.
Customer services staff are very knowledgeable and efficient.
I wanted to transfer my 3 policies over to a single gadget policy which was cheaper. I also needed to put in a claim for my daughters broken phone and it was so simple and stress free.
11 December 2024
Unprompted review
Reply from SPB UK
Hi Angela,
Thank you so much for your wonderful review! We're thrilled to hear that you had a 5-star experience with our company. It's great to know that our customer service staff were able to assist you efficiently and knowledgeably. We're glad the process of transferring your policies and claiming for your daughter's broken phone was simple and stress-free. If you need any further assistance, please don't hesitate to reach out!
Kind regards
Hayley@SPB
Insure and Go are perfect
Insure and Go are perfect. I would definitely recommend them.
10 December 2024
Unprompted review
Reply from SPB UK
Thank you for your positive feedback! We're thrilled to hear that you had a great experience. Your recommendation means a lot to us, and we're glad we could meet your expectations. If you have any more feedback or need assistance in the future, feel free to reach out. Safe travels! 🌟
Kind regards
Hayley
The claims handling team were great and the portal is really easy to use
The claims handling team were great, and the claims portal is easy to use. They were able to bar my phone and instruct me on how to get the right evidence. My claim was reviewed and resolved within an hour - and a replacement was sent the same day. Stuart/Stewart in particular was super helpful. Thanks!
9 December 2024
Unprompted review
Reply from SPB UK
Thank you for sharing your experience! We're delighted to hear that our claims handling team and portal made the process smooth for you. It's fantastic that your claim was resolved so quickly and that you received a replacement the same day. We'll be sure to pass on your kind words to Stuart/Stewart. If you need any further assistance, don't hesitate to reach out. We're here to help! 😊
Kind regards
Hayley
Really Helpful
I could not find my proof of purchase for my son's phone so I thought I wasn't going to be able to get his phone fixed. I was also going to cancel the policy as I thought there was not point as I had no proof of purchase. Charli phoned me out of the blue and said they would fix the phone as I been witht the company for over 2 years. Happy and relieved is not the word. Insurance policy renewed, and a happy son as his phone is getting fixed. Thank you Charli.
6 December 2024
Unprompted review
Reply from SPB UK
Thank you for sharing your story! We're so glad to hear that Charli was able to assist you and turn a stressful situation into a positive experience. It's wonderful that your son's phone is getting fixed and that you're happy with our service. Your loyalty over the past two years means a lot to us. If you need any further assistance, please don't hesitate to reach out. We're always here to help! 😊📱
Kind regards
Hayley
Most helpful
Most helpful, explained all options open to me and even called back so sensitive infoprmation wasn't passed whiles walking down the street, called back exactly when arranged
6 December 2024
Unprompted review
Reply from SPB UK
Thank you for your feedback! We're pleased to hear that our team was able to provide clear explanations and accommodate your needs by calling back at a convenient time. Ensuring your sensitive information is handled securely is a top priority for us. If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help! 😊📞
Kind regards
Hayley
Great company to work alongside
We have worked alongside SPB as a supplier for 10+ years. The team are proactive, forward thinking, positive and customer focused.
It is a pleasure to work alongside SPB and we would not hesitate to recommend their services.
28 November 2024
Unprompted review
Reply from SPB UK
Thank you, Mark Bryan, for your wonderful feedback! We're thrilled to hear about your positive experience working with SPB over the past decade. It's fantastic to know that our team's proactive, forward-thinking, and customer-focused approach has made such a positive impact. We truly value our partnership and appreciate your recommendation. Looking forward to many more successful years together! 😊
Kind regards
Hayley@SPB
Amazing company to deal with
Amazing company to deal with! Very professional and efficient. Our business have been partners with them for a number of years and will continue to work with them for many more!
13 November 2024
Unprompted review
Reply from SPB UK
Thank you for your fantastic feedback! We're delighted to hear that you've had such a positive experience with our company. It's wonderful to know that our professionalism and efficiency have made a lasting impression. We truly value our long-term partnership and look forward to many more successful years together! 😊
Kind regards
Hayley@SPB
SPB - Insurance as it should be
Having worked alongside SPB as a strategic partner and repairer for a number of years I cannot speak highly enough of the team at SPB, their professionalism and knowledge really is a breath of fresh air in a crowded industry. Liaising directly with Leone, Darren and others on a daily basis allows us to keep communication flowing and achieving timescales for our stakeholders and clients alike. SPB come highly recommended, for an efficient and streamlined claims process look no further.
12 November 2024
Unprompted review
Reply from SPB UK
Thank you for your glowing review! We're thrilled to hear about your positive experience working with SPB as a strategic partner and repairer. It's wonderful to know that our team's professionalism and knowledge have stood out in the industry. We appreciate your kind words about Leone, Darren, and the rest of the team, and we're glad that our communication and efficiency have met your expectations. Your recommendation means a lot to us, and we look forward to continuing our successful partnership! 😊
Kind regards
Hayley@SPB
Working on behalf of SPB UK as a…
Working on behalf of SPB UK as a supplier has been great, the attention to detail in the slick effortless structure allows us to grow and work to meet all needs for their customers/claims. i have personally dealt with Leone, Darren and Carl who have been a detrimental part of ensuring all KPI's are met as well as quality in the work that is ultimately delivered to the end user. When things seem to go wrong the team are very prompt to flag and assist in resolving them with as little effect on the customer as possible. i would highly recommend the team and can only thank them for all the support with all queries and issues we have had.
12 November 2024
Unprompted review
Reply from SPB UK
Thank you for your detailed and positive feedback! We're delighted to hear that working with SPB UK has been a great experience for you. It's fantastic to know that our attention to detail and efficient structure have supported your growth and helped meet customer needs. We appreciate your kind words about Leone, Darren, and Carl, and their dedication to ensuring quality and meeting KPIs. We're also glad to hear that our team has been prompt in resolving any issues with minimal impact on customers. Your recommendation means a lot to us, and we look forward to continuing our successful partnership! 😊
Kind regards
Hayley@SPB
I have been paying 10£/month for almost…
I have been paying 10£/month for almost 2 years for my insurance and now that I need it they are asking me 100£ to cover the cost associated to repairing my phone. this means I have been paying almost 240£ for no reason. I asked to cancel my policy ASAP as there is no point keep giving money to these people. really disappointed, stay away from these people.
29 August 2024
Unprompted review
Reply from SPB UK
Dear Domenico,
Thank you for your feedback. We understand your frustration and apologise for any inconvenience caused.
The £100 is the excess payment that was selected when you took out the insurance policy. This excess is a standard part of the policy terms and conditions, which helps keep your monthly premiums lower.
We value your business and are here to assist you. If you have any further questions or need assistance with your policy, please don’t hesitate to contact our customer service team.
Kind regards
Hayley@SPB
Truly awful!!! Avoid!!!
Truly awful!!!
They stated my laptop would be returned to me within 7 working days. It was not, so I’ve been without my computer for almost 3 weeks.
They didn’t even look at my laptop for 3-4 days (according to the online tracker) and then took several days to order and receive the parts.
Spoke to customer service 3 times to find out what was going on, all said they’d follow up and contact me, of which, only 1 actually did.
Now I’ve got it back, they have installed Windows 10, despite the fact I purchased the computer with Windows 11 pre-installed! Now, Microsoft won’t let me install Windows 11 for some unknown reason!!! The main app I require will only work with Windows 11. This has caused me so much chaos. I wish I’d gone with another company.
9 October 2023
Unprompted review
Reply from SPB UK
Dear Ross,
We sincerely apologise for the inconvenience you've faced throughout the repair process, and we deeply regret the frustration and disruption this has caused. Your experience does not meet the standards we strive to uphold, and we appreciate your candid feedback, as it helps us identify areas for improvement.
We understand the importance of timely service and effective communication, and it's clear that we fell short in meeting your expectations. We acknowledge the delay in the return of your laptop and the miscommunication regarding the operating system reinstall.
To address your concerns and make amends, we are committed to taking the following steps:
Investigation and Resolution: We will conduct a thorough review of the entire repair process to identify the specific issues that led to the delays and miscommunication.
Operating System Correction: We understand the critical need for Windows 11 on your laptop. Our technical team will work promptly to resolve the Windows 11 installation issue and ensure your laptop operates as per your original specifications.
Improved Communication: We will implement measures to enhance our communication processes to ensure that customers are kept informed about the status of their repairs throughout the entire service journey.
We value your feedback and are committed to learning from this experience to prevent similar issues in the future.
Once again, we sincerely apologise for the inconvenience caused and appreciate your patience as we work to resolve this matter to your satisfaction.
Kind regards
Hayley@SPBUK
Steer well clear of this company
Steer well clear of this company. It has come to light they have been taking a monthly premium for a phone insurance I cancelled over 4 years ago. They are refusing to refund me.
I should of noticed the payments being debited but sadly I didnt. However it's not there money but they don't want to know.
DO NOT USE THEM - Insure 2 go underwritten by SPB UK.
27 September 2023
Unprompted review
Reply from SPB UK
Dear Rebecca,
We sincerely apologise for the inconvenience and frustration you've experienced regarding the unauthorised monthly premium deductions for a phone insurance policy that was cancelled over four years ago. We appreciate you bringing this matter to our attention, and we want to assure you that we take this issue very seriously.
We understand the impact this situation has had on you, and we are committed to rectifying it as swiftly as possible.
Kind regards
Hayley@SPBUK
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