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
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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
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Do not use SPB UK
Do not use SPB UK, my phone was stolen when on holiday, and they are flat out refusing to pay out on the insurance even though I have not breached any of the guidelines.
If you hold a credit card with your bank, you can upgrade your account and with Loyyds phone insurance is included. DO NOT USE SPB.
15 September 2023
Unprompted review
Reply from SPB UK
Dear Jamie,
Thank you for bringing your concerns to our attention regarding the recent incident involving the loss of your phone during your holiday. We sincerely regret any inconvenience you've faced and appreciate your feedback.
In order to better assist you, we would like to understand the details of your claim more thoroughly. It's possible that there might be some miscommunication or missing information that has led to the current situation.
To expedite the resolution process, could you please provide us with the following details:
• Your policy information.
• Any supporting evidence or documentation related to the incident.
• A brief summary of the circumstances surrounding the loss of your phone.
Our commitment is to provide timely and fair assistance to all our customers. We understand the importance of reliable insurance coverage during unforeseen events, and we want to ensure that your case is thoroughly reviewed.
You can share this information directly with our customer service team.
We appreciate your patience and cooperation in this matter and look forward to resolving it to your satisfaction.
Kind regards
Hayley@SPBUK
Couldn't have asked for more
So pleased with how this company dealt with my claim. Had my phone stolen abroad and then flew home the next day, so was concerned I wouldn't have the sufficient documents to claim i.e. Police report docs etc. But the claims process was made so easy - uploaded the documents I had, and they requested more and luckily I was able to provide what was needed. I then had to make a contribution payment to cover the cost of my phone, which was so easy to do. My replacement phone was then sent within 2 days. I then had an issue in that I was sent a black phone rather than the silver I had (i know this sounds silly and superficial but it was a brand new phone so i wanted to make sure I had the one I wanted hahah!). Simply sent them an email, and they advised to send my phone back and they will send a silver one. Within the next few days, I had my silver replacement.
Cannot speak highly enough, everyone I dealt with was professional, friendly, helpful and knew exactly how to deal with my issues. So rare in an insurance company. So thankful and will definitely be insuring my phone with this company every time I travel from now on :)
11 July 2023
Unprompted review
Reply from SPB UK
Hi Kitty,
Thank you so much for taking the time to share your experience with us! We're delighted to hear that we were able to assist you efficiently throughout the entire claims process. Your feedback about the ease of uploading documents and the flexibility in accommodating additional requirements is truly appreciated.
We understand that the colour of your phone matters, and we're glad we could address that with a quick resolution. Your satisfaction is our priority, and it's fantastic to know that our team's professionalism, friendliness, and helpfulness stood out to you.
We look forward to being your go-to choice for phone insurance on your future travels. If you ever have more questions or need assistance, please don't hesitate to reach out. Safe travels, and thank you for choosing us!
Kind regards
Hayley@SPBUK
Don’t go anyone this insurance avoid I…
Don’t go anyone this insurance avoid I got bad experience
18 January 2023
Unprompted review
Reply from SPB UK
Dear Rajeevathanan,
We're truly sorry to learn about your negative experience, and we appreciate you taking the time to share your feedback. We understand that a poor experience with our insurance services can be frustrating, and we genuinely apologise for any inconvenience you've encountered.
Our team takes customer feedback seriously, and we're committed to understanding the specifics of your situation to address and rectify the issues. To better assist you, we would appreciate additional details about the concerns you faced, such as your policy number or any specific incidents that led to your dissatisfaction.
Our goal is to provide a positive experience for all our customers, and we regret that we fell short in your case. Please be assured that we are actively working to improve our services based on the feedback we receive.
Once again, we apologise for any inconvenience you've faced, and we thank you for bringing this to our attention.
Kind regards
Hayley@SPBUK
Avoid these thieves
Avoid these thieves. Happy to take my money every month but somehow on the sly my excess charge went up from.£25 to £75 making it not worth it at all for the price of my phone. Never ever again, horrendous.
20 October 2022
Unprompted review
Reply from SPB UK
Dear Jen,
We're genuinely sorry to hear about your dissatisfaction and the concerns regarding the change in excess charges. We understand that unexpected increases can be frustrating, and we sincerely apologise for any inconvenience this has caused.
Our team takes customer feedback seriously, and we are actively investigating the details surrounding the adjustment in your excess charge. We strive to be transparent with our customers, and we regret if there was any confusion or lack of communication regarding this change.
To assist you further and address your concerns, we kindly ask for additional information such as your policy number or any specific incidents related to the change in excess charges. Our aim is to resolve this matter promptly and ensure that you have a clear understanding of your policy terms.
Kind regards
Hayley@SPBUK
No gadget cover whatsoever
Their gadget insurance literally doesn't cover anything and they are unfortunately linked to a lot of other insurance companies so you don't see the reviews until after a bad experience. Not worth anyone's time or money. Really bad business practice
11 August 2022
Unprompted review
Reply from SPB UK
Dear Aimee,
We sincerely apologise for the disappointment you've experienced with our gadget insurance, and we appreciate you sharing your concerns. We understand that having comprehensive coverage is crucial, and we regret if our current offerings did not meet your expectations.
Your feedback is invaluable, and we take it seriously. We're committed to improving our services and addressing any shortcomings in our coverage. We want to understand the specifics of your experience, and if possible, we kindly request additional information such as your policy details or any specific incidents you encountered.
We acknowledge the importance of transparency, and we're actively working on providing clearer information about our coverage to our customers. We understand the frustration of discovering reviews after a negative experience, and we are taking steps to enhance the visibility of our customer feedback.
Kind regards
Hayley@SPBUK
I had very negative
I had very negative, stressful experience using spb, they took ages to response, wasted my time asking me to collect evidence after evidence like receipt of mobile purchase; shopping done of the day of incident etc; police report was not enough etc in the end they just stated that they can not replace my mobile. I felt that they were unprofessional and would not advice any one to use them if they want to insure their phone. It was easier to join, that’s where they should ask questions about the phone and if incident happens they make it so difficult that every point you feel like to give up.
26 November 2021
Unprompted review
Reply from SPB UK
We sincerely apologize for the negative and stressful experience you've encountered during your interaction with SPB. Your feedback is incredibly important to us, and we regret any inconvenience or frustration caused by the handling of your claim.
We understand your concerns and are actively investigating the issues you've raised. We acknowledge the need for a smoother and more efficient claims process and are committed to making the necessary improvements. Your experience does not align with the level of professionalism and service we aim to provide, and for that, we sincerely apologise.
To better assist you and address the specific challenges you faced, we kindly ask for additional details such as your claim reference number or any specific incidents that caused dissatisfaction. This information will help us thoroughly investigate your case and work towards a resolution.
Once again, we apologise for any inconvenience you've faced, and we appreciate your understanding as we strive to improve our services.
Kind regards
Hayley@SPBUK
Avoid this company at all costs
Avoid this company at all costs
they will just take your money and you will never get a claim back
I will be taking legal action against this company, they are thieves.
waste of time and energy dealing with them.
very very very very very disappointing
please do not go with them
they cancelled my claim without ant notice or reason
They will try everything to avoid you and delay your claim and at the end of it , they will close your case without any reason or explanation.
8 November 2021
Unprompted review
Reply from SPB UK
Dear Mehdi,
We sincerely apologise for the frustration and inconvenience you've experienced with our services. Your feedback is deeply concerning, and we understand the importance of addressing your concerns promptly and effectively.
We take your comments seriously and are actively investigating the issues you've raised. We are committed to resolving this matter and would appreciate any additional information you can provide, such as your policy details or specific incidents related to the cancellation of your claim.
Once again, we sincerely apologise for any distress caused, and we appreciate your patience and cooperation as we work towards a resolution.
Kind regards
Hayley@SPBUK
Bad repair broke my phone.. avoid!
Bad repair broke my phone. SPB UK are refusing to fix their mistake or replace my phone. 100% would avoid. Over a week and I'm still waiting for a reply.
19 August 2021
Unprompted review
Reply from SPB UK
Dear Mark,
We sincerely apologise for the distress and inconvenience caused by the negative experience you've had with our repair service. Your feedback is of utmost importance to us, and we understand the urgency of resolving this matter.
We are actively looking into the situation to understand the details of the repair and the subsequent issues you've faced. We apologize for any delay in our response and assure you that we are working to address your concerns promptly.
To expedite the resolution process, we kindly ask for additional information such as your claim reference number or any specific incidents related to the repair. This information will help us investigate the matter thoroughly and provide you with a satisfactory resolution.
We appreciate your patience and cooperation as we work towards a resolution, and we sincerely apologise for any inconvenience you've faced.
Kind regards
Hayley@SPBUK
Bought an insurance policy for both…
Bought an insurance policy for both phones, SPB didn't receive my DD Mandate so they cancelled my policy, I called several times, got policy reinstated only to leave one phone off the policy, spoke to different people everytime having to regale my whole scenario, kept going around in circles only to have someone NEW contact to say they never received my payment! I wasted so much sorting this! Totally incompetent, inept, unprofessional and completely untrustworthy, AVOID AT ALL COSTS!!!
16 April 2021
Unprompted review
Reply from SPB UK
Dear Guy,
We sincerely apologise for the frustrating experience you've had with our insurance service, and we understand the inconvenience this has caused. Your feedback is essential, and we regret falling short of your expectations.
We are actively investigating the issues you've raised to understand the root cause of the problems you've encountered. We acknowledge the importance of a seamless and efficient insurance process, and we are committed to addressing and rectifying these concerns.
To assist us in resolving your case more effectively, we kindly ask for additional details such as your policy number or any specific incidents related to the payment and policy cancellation. This information will help us conduct a thorough investigation and expedite the resolution process.
Once again, we sincerely apologise for any inconvenience you've faced, and we appreciate your patience and cooperation as we work towards a resolution.
Kind regards
Hayley@SPBUK
Avoid at all cost
I have purchased a phone insurance with Insurance2go, due to the huge number of positive reviews on Trust pilot.
Unfortunately City main and Spbuk are the underwriters for Insurance2Go. They are absolutely awful. Try to avoid at all costs.
I have lost my iPhone 8 plus at the beginning of September and they have sent me a used one with the display damaged and full of dents. Here I am on the last day of September still without my phone replaced.
Very poor customer service.
30 September 2019
Unprompted review
Reply from SPB UK
Dear James,
We're truly sorry to hear about the difficulties you've faced with your phone insurance and the service provided by our underwriters. We understand the importance of having a reliable and efficient insurance service, and we apologise for falling short of your expectations.
To assist us in addressing your concerns more effectively, could you please provide additional information such as your policy number or any specific details about your interactions with our customer service team? This information will help us expedite the resolution process.
Once again, we apologise for any inconvenience you've faced, and we appreciate your understanding as we work towards a resolution.
Kind regards
Hayley@SPBUK
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