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.
Lisa was very easy to talk to and…
Lisa was very easy to talk to and explained everything easily.
April 24, 2026
Unprompted review
Reply from SPB UK
Thank you for your kind feedback. We’re delighted to hear that Lisa was easy to talk to and took the time to explain everything clearly. Providing friendly, straightforward support is very important to us, and we’ll be sure to pass your comments on to her.
Kind regards
The Customer Care Team
The phone was answered promptly by…
The phone was answered promptly by Lisa, who was very professional, friendly and helpful. Not having the normal long wait on the phone, and several layers of AI to go through was a pleasurable experience, and it was very easy to arrange my insurance
April 13, 2026
Unprompted review
Reply from SPB UK
Hi Tim,
Thank you for such a thoughtful review!
We’re really pleased to hear that Lisa was professional, friendly and helpful, and that your call was answered promptly. It’s great to know you appreciated speaking directly to a real person and found arranging your insurance quick and easy. We’ll be sure to pass your kind comments on to Lisa — she’ll be delighted. Thanks again for taking the time to share your experience.
Kind regards
The Customer Care Team
Excellent custmer service,given all the…
Excellent custmer service,given all the options for new policy.
April 10, 2026
Unprompted review
Reply from SPB UK
Hi Paul,
Thank you for your review! We’re delighted to hear that you received excellent customer service and that our team clearly explained all the options available for your new policy. Making sure customers feel informed and supported is really important to us.
Thanks again for choosing us.
Kind regards,
The Customer Support Team
Fair and understanding approach
Unfortunately lost my mobile phone whilst visiting South Wales. I contacted the claims assessors at SPB UK who took details of my incident and advised me of future action required. The lady I spoke to, Kara, was personable and efficient.
Having difficulties obtaining one of the necessary proofs for my claim, George, a claims advisor patiently talked me through alternative actions to satisfy the process.
From start to finish the people at SPB UK were knowledgeable, kind, patient and a real credit to their company.
I hope I don’t ever need to make another claim but it is comforting to know that I will be dealt with in an understanding and fair way if I do.
March 27, 2026
Unprompted review
Reply from SPB UK
Thank you so much for taking the time to share your experience. We're very sorry to hear that you lost your phone during your trip to South Wales, but we’re really pleased that Kara and George were able to support you through the claims process.
It’s wonderful to hear that Kara’s personable and efficient approach made a difficult situation a little easier, and that George could guide you patiently through the alternative documentation options. We’re incredibly proud of our team, and your feedback is a great reminder of the care and professionalism they bring to every customer interaction.
We completely understand that making a claim is something no one ever wants to do, and we appreciate your kind words about feeling reassured should you ever need our help again. Rest assured, we’ll always do our best to support you with understanding and fairness.
Thank you again for your thoughtful review — it means a lot to us.
The SPB UK Team
Kind regards
Hayley
Excellent efficient but chatty service…
Excellent efficient but chatty service from Lisa. None of the stuffy scripted stuff - such a nice change! Thank you. Still a shame your online renewal doesn't work.)
March 25, 2026
Unprompted review
Reply from SPB UK
Hi Katy,
Thank you so much for your lovely feedback, Katy. We’re delighted to hear that Lisa provided such an efficient and friendly service — we’ll make sure your kind words reach her! We’re sorry to hear you experienced issues with the online renewal, and we’re looking into this to make sure it works more smoothly in future. Thanks again for taking the time to share your experience.
Kind regards
Hayley
Friendly & Helpful
Very quick and easy to make changes to existing policies via the phone - Lisa was really friendly and helpful today and made the process really easy. Thank you!
March 18, 2026
Unprompted review
Reply from SPB UK
Hi Steff,
Thank you for your kind review. We're delighted to hear that making changes to your policy was quick and straightforward, and that Lisa provided such friendly and helpful support. We’ll be sure to pass your feedback on to her. If you need anything else, our team is always here to help.
Kind regards
Hayley
Reply from SPB UK
Hey Hayla,
Thank you for taking the time to leave this review. We’re really pleased to hear you found our communication clear and our team friendly and helpful. It’s great to know we delivered the service you expected. If you need anything in the future, we’re always here to assist.
Kind regards
Hayley@SPB
Excellent service
Excellent service, Charlie was an incredible, I wish all customer service was this good.
February 25, 2026
Unprompted review
Reply from SPB UK
Thank you for sharing your feedback. We’re delighted to hear that Charlie provided such excellent service and made a great impression. We’ll be sure to pass on your kind words to him and the team. If you need any further support in the future, we’re always here to help.
Kind regards
Hayley
Iphone 17 pro Max 1 Tb
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 advised the phone was beyond cosmetic repair. They then sent me a replacement device via DPD which didnt arrive due to technical difficulties with DPD.
Citymain then sent a second replacement which arrived on 10th Fec 2026.
To my amazement it was a brend new device!
The customer service was excellent , agent were very helpful and were happy to answer questions, thanks to Kara and Helen, for all your help.
I have been insuring my devices with Citymain for a number of years, all I can say it the company is excellent, and I would recommend them to anyone looking to ensure their devices.
Best Regards
Khaled
February 10, 2026
Unprompted review
Reply from SPB UK
Thank you, Khaled, for taking the time to share such a detailed review. We’re delighted to hear the claims process was straightforward and that our team—especially Kara and Helen—were able to support you throughout. It’s great to know your replacement device arrived safely and that you’re pleased with the outcome. We truly appreciate your continued trust over the years and your recommendation means a lot to us. If you ever need anything in the future, we’re always here to help.
Kind regards
Hayley
My experience today was excellent
My experience today was excellent. Emma helped me put my claim through for my mobile phone and we’re so patient thank you, Emma.X
February 3, 2026
Unprompted review
Reply from SPB UK
Hi Sally,
Thank you for sharing your lovely feedback. We're so pleased to hear your experience was excellent and that Emma was able to support you through your claim with patience and care. We'll be sure to pass on your kind words to her. If you need any further assistance, our team is always here to help.
Kind regards
Hayley
Customer support listened to my case…
Customer support listened to my case and provided the support I needed. Very happy with the service, thank you.
January 28, 2026
Unprompted review
Reply from SPB UK
Hi Kate,
Thank you for taking the time to share your feedback. We’re really pleased to hear that our customer support team were able to listen to your case and provide the help you needed. It's great to know you’re happy with the service received. If you ever need further support, we’re here to help.
Kind regards
Hayley
Friendly & thorough service
I emailed to update my policy due to getting a new phone. Lisa rang me following my email to make sure I knew all my options before updating my policy. She explained everything very clearly & was very friendly. Would highly recommend ⭐️⭐️⭐️⭐️⭐️
January 20, 2026
Unprompted review
Reply from SPB UK
Hi Theresa,
Thank you so much for your fantastic review! We’re delighted to hear that Lisa was able to help you update your policy and took the time to walk you through all your options. It’s great to know you found everything clearly explained and appreciated her friendly approach.
We’ll be sure to pass on your kind words — they’ll mean a lot to her.
Thanks again for recommending us and for choosing us
It was easy to transfer my iPhone…easy
It was easy to transfer my iPhone insurance to my new device
January 8, 2026
Unprompted review
Reply from SPB UK
Hi Janet,
Thank you for your feedback. We’re really glad to hear that transferring your iPhone insurance to your new device was quick and easy. Making updates simple and hassle‑free is important to us, and we appreciate you taking the time to share your experience.
Kind regards
Hayley
Very helpful
Very helpful, always answer very quickly and resolve any issues promptly
January 10, 2026
Unprompted review
Reply from SPB UK
Hi Amy,
Thank you for your feedback. We’re really pleased to hear that you’ve found our team helpful and quick to respond, and that any issues have been resolved promptly. Providing reliable, efficient support is something we take seriously, and we truly appreciate you taking the time to share your experience.
Kind regards
Hayley
Change to insurance policy
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 need further help. Excellent service. 🙂.
January 7, 2026
Unprompted review
Reply from SPB UK
Hi Lynda,
Thank you for sharing your experience. We’re delighted to hear that Lisa was able to guide you through your policy change so clearly and helpfully. It’s great to know you felt fully supported and knew exactly what to do if you needed anything further. We really appreciate your kind words and are glad the service felt excellent.
Kind regards
Hayley
Outstanding customer service
Outstanding customer service - a rarity these days!
Thank you Lisa for your exemplary customer service and genuine interest in my enquiry!
December 29, 2025
Unprompted review
Reply from SPB UK
Hi Sonia,
Thank you for your wonderful feedback. We’re delighted to hear that Lisa provided such exemplary service and took a genuine interest in your enquiry. Outstanding customer care is something we strive for every day, so your comments mean a great deal to the team. We truly appreciate you taking the time to share your experience.
Kind regards
Hayley
Device details change
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.
Insurance changed Quinn’s easily.
Documents emailed immediately. Thank you
December 29, 2025
Unprompted review
Reply from SPB UK
Hi Becky,
Thank you for sharing such thoughtful feedback. We’re really pleased to hear that the phone options were easy to understand and that you could quickly find the information you needed. It’s great to know our team member provided a courteous, clear, patient and efficient service — even if you didn’t catch her name, your kind words will mean a lot to the whole team. We’re also glad the insurance change was handled smoothly and that your documents arrived straight away. Thank you for taking the time to share your experience.
Kind regards
Hayley
The way this firm operate is criminal
The way this firm operate is criminal. Replacement MacBook Pro Machine was not like for like. It was a Frankenstein machine slopped together with old 3rd party parts including a 255 cycle count battery and 3rd party screen without even the Apple logo. This was all after an ongoing unresolved complaint regarding their claim portal packaging instructions which clearly stated if packaged correctly the machine would be covered in transit. The machine was then subsequently lost in the mail temporarily during which time they informed me the machine was not covered which caused and entire week of stress and anguish including multiple complaints and hours of writing and researching to try and find my laptop in the royal mail’ system. This was a Clear violation of the terms of the posting and packing instructions that I was provided.
After filing a complaint and supplying evidence they slyly corrected the claims portal packaging instructions to reflect the no cover in Transit clause. Luckily I screenshotted every step of the way so I have evidence. I will continue to fight this firm until the just outcome is reached. I recommend you learn by my mistakes and, just don’t deal with them - save yourself the stress!
December 7, 2025
Unprompted review
Reply from SPB UK
Dear Mr O’Toole,
Thank you for taking the time to leave your review.
It’s always disappointing to hear when customers feel the service received is far from excellent. We have reviewed your particular claim and can see your claim was approved the same day you reported the incident. The device was posted into our repair centre following a brief delay by Royal Mail. The terms and conditions are clear on what is not covered and whilst the device is in transit is one exclusion. Hence why we are clear on how you should post the device in. Due to the age of the device and damage sustained it was deemed beyond economical repair. A replacement device was dispatched as per the terms and conditions of your policy.
We can also confirm that nothing has changed in our claims reporting journey or the subsequent instructions when preparing any device for it to be sent to a repairer.
It is concerning that you believed the replacement device was a Frankenstein device and confirm the Apple logo was not present on your original device and this was something Apple removed some years ago. The battery life and cycle count would also be very similar to those of your original device based on it’s age.
Kind regards
Hayley
Very friendly
Very friendly, helpful and clear process to update my insurance.
December 6, 2025
Unprompted review
Reply from SPB UK
Thank you for your wonderful feedback! We’re delighted to hear that you found the process clear and that our team was friendly and helpful throughout. Making updates to your insurance should always feel straightforward, and we’re glad we could provide that experience for you.
Kind regards
Hayley@SPB
The Customer Service…
The Customer Service lady I spoke with on the phone was extremely helpful and friendly. Throughout the process she was very thorough and made sure everything was accurate and understood. Many thanks for the excellent service Insurance2go and making my overall call experience very pleasant and straightforward.
December 6, 2025
Unprompted review
Reply from SPB UK
Thank you for taking the time to share such thoughtful feedback! We’re delighted to hear that our customer service team provided you with a friendly, thorough, and supportive experience. Accuracy and clarity are very important to us, and it’s wonderful to know that everything was handled smoothly. We truly appreciate your kind words and look forward to continuing to provide excellent service whenever you need us.
Kind regards
Hayley@SPB
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