SBS Insurance Reviews 

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.

Amy was super helpful, clear and efficient about having my claim processed and a solution provided. It all happened in one day from claim being logged to settlement option given. Top customer service!

Vicki Telford was amazing!

I received my engagement ring back today as the diamond had fallen out. An amazing job, so perfect and she was always helpful and kind and quick to respond. A faultless service.

Absolutely wonderful service. My claim handler (Claire Ingram) was absolutely brilliant. She dealt with my claim with the utmost professionalism and efficiency. From making my claim on the Monday - it was resolved by the next day. I think this is the best service I’ve had in many a year. Thank you Claire (ins claim no 884828)

I was very pleased with the friendly and efficient way SBS recently handled a claim for me. They were easy to contact and deal with, kept me updated and finalised my claim in a timely manner.

My claim was dealt with very efficiently and with a fair settlement. There was no haggling, options were given to me and my points were listened to. A very smooth process!

Nice efficient lady start to finish. Never questioned or doubted me. Great service

The Claims handler was so helpful, his instructions/explanations were so clear. Kurt was very thorough and the turnaround time was within a few hours. My replacement laptop will be arriving today. He responded so quickly and was so polite. A first rate customer service.
Thank you NFU for your quick response too! God bless you.

I am insured with Direct Line insurance and they put me in contact with a jewellery valuation company to deal with my claim for some jewellery I lost on holiday in Greece last week. A lady called Vicky Telford dealt with my claim and she was absolutely fantastic. I am a widow and in my seventies. She was friendly and patient and very efficient. My claim was dealt with very quickly within days. I am very happy with the excellent service I received from Vicky Telford and would recommend her company SBS claims and Direct Line both.

We had a nightmare with our ceiling collapsing and causing a lot of damage but my case handlerJacob Newman was understanding and efficient. Communication was excellent and after all the drama it was quickly resolved. Thank you 🙏

AMAZING! fast, friendly and very honest pricing! … we wouldn’t go anywhere else. The gentleman explained step by step what work they were carrying out and explained why it was needed. Just fantastic service from phone call to work carried out. Look no further than this brilliant company!

Millie Newton dealt with my claim(501553226) for the accidental damage to a leather sofa. The whole experience was great, I was kept informed of the progress of my claim and a home visit to inspect the damage carried out swiftly. I then had the choice to repair the damage or accept a financial settlement. Really good service from this company. Stephanie Ingram

Had to make a claim for a lost engagement ring, from contacting our Insurance company to dealing with SBS it has been so straightforward and the staff have been so helpful and supportive, a big Thank You.
882533

Amy dealt with my claim in a very professional and efficient manner. She used her in depth knowledge of my insurer and my policy to ensure that my claim was settled in the most satisfactory way possible. Thank you!