SBS Insurance Reviews 

The total experience with SBS was fantastic. Amy from the claims team handled my case and was very helpful, efficient , knowledgeable and had everything sorted in honestly no more than 5 minutes. I can not recommend this company enough absolutely amazing.

We returned from a weekend away to find that we had been burgled and my wife's jewellery items had been taken. Our jewellery claim was passed to SBS under claims number 886178 with Fatima as our assessor. The information we needed to provide seemed quite daunting but Fatima reassured us that she would help us through out the process. Once we submitted the relevant information Fatima was quickly on the case and our claim was resolved in only 4 working days. We are both thankful to Fatima for all she did for us, very helpful and friendly during this difficult time.

My claim 884701 was processed by Fatima, who was lovely. She was so kind understanding, I had lost my Mothers engagement ring which was brought for her in 1939, I received it when she passed away and have had it for 51 years this year, the sentimental value cannot be replaced. And Fatima was very patient with me, no rushing for me to decide what I wanted to do. I cannot thank her or your company enough. She is a very special person. Her service to me was outstanding. Thank you.

My claim handler was Paige Steadman, And i must say she handled the claim very efficiently and quickly was kept informed throughout, The whole process was sorted in just over a week and there part has been completed to my satisfaction
Thank you Paige and the SBS team.

Chloe was so helpful; despite our claim initially being handled incorrectly, she quickly sorted it all out and ordered us a replacement car seat to be delivered the next day. I felt really listened to and reassured that SBS prioritise parent's views and children's safety. Thank you!

Amy from SBS insurance dealt with my claim in a totally professional way whilst maintaining a friendly and helpful manner. The matter was resolved very speedily and I would completely recommend this company.

Excellent service & very quick.
Great customer relations with Pav.

Vicki Telford ,was a great help my claim .

Claim No 885149- Fatima.
Excellent service from Fatima, she handled our claim very professionally and explained everthing in detail, she communicated every detail with us at the times she promised.
Thank you Fatima for your very caring attitude, which helped us considerably, with this very stressful situation, we would have given her 10 stars if we could.
Thank You.
Doreen Broxup.

Fatima was efficient and very helpful, She dealt the the process quickly and with sympathy. The service and solution were speedy and effective. Claim 885960

I had an excellent experience with Amy from SBS. She communicated clearly throughout the entire process, making everything easy to understand. Amy took the time to listen and understand my individual circumstances, showing genuine empathy and professionalism. She made a great effort to find the best possible resolution and kept me informed every step of the way. Her dedication, patience, and customer-focused approach made a stressful situation much easier to deal with. Thank you, Amy, for your outstanding support.

Amy deserves all the credit as best customer service I've received to date.

Amy is friendly, professional and explains everything clearly. She has a lovely telephone manner and made me feel at ease. Thank you Amy for making my claim experience comfortable.

My claim was dealt with efficiently by Vicky Telford, all sorted in a week i am well impressed by the service I received.

Following a loss of jewellery, my insurers directed us to SBS. A lady by the name of Fatima took all our details and very quickly assessed the claim and made us a very fair offer within 2 working days.
Excellent customer service.
Extremely professional and very friendly.

If I could give zero stars, I would.
Almost a year after our family home was destroyed by fire, our claim with SBS is still not settled.
SBS were appointed by our insurer to deal with our electrical items and carpets.
Instead of helping us rebuild our lives after losing everything, they have turned what should have been a straightforward part of our claim into months of unnecessary stress, uncertainty and financial hardship.
The most frustrating part has been having to continually prove our own claim.
SBS questioned the existence, descriptions and valuations of numerous items.
We were forced to spend countless hours searching through years of family photographs to prove what we owned. Those photographs clearly demonstrated that a number of SBS's item descriptions, valuations and records were simply wrong.

No family who has already lost everything in a house fire should have to prove ownership of their own belongings using old family photographs.
Throughout the claim we were repeatedly told there had only ever been one BER list.
That wasn't true.
Following a Subject Access Request, the documents showed there had been multiple BER lists throughout the claim, each containing different information. Items appeared, disappeared, descriptions changed and records were inconsistent, despite us repeatedly raising concerns.

We also found ourselves caught in the middle between SBS and our insurer.
SBS advised they were waiting on information from the insurer before they could progress our claim.
Yet emails from our insurer clearly stated that the information had already been sent to SBS.
As customers, we were left trying to establish who was actually telling us the truth while our claim simply stood still.

The handling of our carpets has been equally disappointing.
The main contractor rebuilding our home described the reinstatement as being completed to a "high quality" specification throughout the property.
Yet SBS classified our replacement carpets as budget.
That simply doesn't make sense.
You cannot describe the restoration of a family home as "high quality" while valuing one of the biggest finishes throughout the entire house at budget level.

Communication has been almost non-existent.
Our emails to Kurt regarding our carpets and other outstanding issues have gone unanswered.
One of SBS's own members of staff actually advised us to submit a formal complaint because they recognised how poorly things had been handled and even assisted us in raising it.
Despite following the complaints procedure exactly as requested, SBS failed to issue a Final Response within the required complaint timescale.

Almost a year later, our house is approaching completion and we still don't know exactly where we stand.
We've had to start buying expensive household items ourselves because we simply cannot wait any longer. We still don't know exactly what SBS are replacing, what remains outstanding or when this claim will finally end.
That uncertainty has placed a huge financial strain on our family at a time when we should have been concentrating on moving back into our home.

This entire experience has left us mentally and emotionally exhausted.
Losing your home in a fire is traumatic enough.
The company appointed to help shouldn't become another battle.
We have genuinely tried everything to resolve this directly with SBS. We have provided photographs, receipts, evidence and responded to every request made of us. We've corrected inaccurate records, chased responses and given every opportunity for matters to be resolved.
Despite all of that, we are still nowhere near a conclusion.

We have now reached the point where we have lost confidence that SBS are either willing or able to resolve our claim fairly. After months of unanswered emails, inaccurate inventories, contradictory information and a complaints process that has failed to deliver a resolution, we have reluctantly decided that we will now be referring the matter to the Financial Ombudsman Service.
We never wanted it to come to this.
We simply wanted our home, our possessions and our lives put back together after a devastating fire.
Instead, we've been left fighting every step of the way.
If your insurance company proposes appointing SBS to handle your electrical or carpet claim, I would strongly encourage you to politely ask whether another supplier can be used.
No family deserves to go through what we've experienced.
UPDATE
Recived a call from Kurt who promised that he had a new list and would get it sorted early this week as well as awarding compensation for the terrible service.
Insurance company now have the new list to review, phoned this morning requesting a copy for ourselves to review - REFUSED by Lauren, still the terrible service continues

Absolutely exceptional service from start to finish, extremely fast resolution to my claim and the lovely polite and helpful helpful gentleman called Michael was brilliant, thank you !

Ame got my claim sorted for me and a settlement value agreed in 11 minutes. She was extremely knowledgably on products and how to get things done. I was in expert hands which settled my nerves on making a claim in the first place. Highly recommended and how I wish there were there were more Ame's in the world

Very quick and professional service provided. Was able to provide a solution to my broken tv. However, choice did not differ to that offered by Lloyds.

Claire made a very stressful claim so much easier. Not only was the claim handled with extreme efficiency & speed but compassion for our loss. So grateful to SBS & thank you Claire.

My case handler Katie was amazing very professional but above all empathetic she dealt with my claim swiftly and without any issue. I only wish all insurance companies were like this.