SBS Insurance Services Reviews - www.sbs-claims.co.uk

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4.5 / 5
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★☆☆☆☆

“Robot does not recognise laminate only carpet”

Written on: 21/04/2021 by SamuelGrant162 (1 review written)

Frustrating "robot" text that will not forward the information as I have laminate it will only deal with carp[et. POOR CUSTOMER SERVICE No phone number or email address given so I can contact them to complain… Read Full Review

Sbsinsuranceservices's Comment

Written on: 28/04/2021

We are sorry to have received your review and to hear that you have had difficulty using our automated text service, this service is offered to assist with claims and make a claim journey more swift and efficient and we are sorry to hear that it has not worked for you on this occasion.
You should have received a telephone number via this service should you not want to respond via text, apologies if this has not been received.
Unfortunately, this review site does not allow us to add phone numbers or email addresses in the comment responses that we share, but please check out our website for our contact information and we will be more than happy to assist you in handling your claim.
With kind regards,
SBS Insurance Services

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Laminateman's Comment

Written on: 30/04/2021

You missed the point completely. The "robot" does not function as it should for all customers.

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★☆☆☆☆

“Dreadful customer service and claim handling,,,”

Written on: 31/07/2020 by Ortega470 (1 review written)

Unfortunately, I cannot say anything positive about SBS Insurance Services. I have written a complaint to NFU Mutual and when our policy is due for renewal we will be considering other options. This is not what I expect from NFU Mutual. With regard to the claim, we have been offered a substandard replacement. Customer Service has been extremely poor, at times rude and bordered on obtrusive. I really hope I never have the misfortune to deal with this company ever again. … Read Full Review

Sbsinsuranceservices's Comment

Written on: 21/08/2020

SBS are sorry to hear that you have not had a good experience throughout your Insurance claim. We always strive to offer excellent customer service and we apologise that you feel that you have not received this from us on this occasion.

We would love the opportunity to discuss this matter with you further so would ask that you contact us via email or phone call directly so that we may investigate your concerns.

Many thanks,
SBS Insurance Services

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★☆☆☆☆

“Terrible ”

Written on: 13/03/2020 by Trenewydd (1 review written)

My laptop went into the company with a cracked screen. It’s been back twice as not charging and screws missing since the repair. It’s come back tonight saying it was my charger. Purchased a brand new charger and guess what it still doesn’t charge. I don’t believe a word they say and don’t feel they’re competent. I will be pursuing this with Nfu who use this company.! I’m happy to provide any details to the company and will be pursuing official complaints… Read Full Review

Sbsinsuranceservices's Response to Trenewydd's Review

Written on: 16/03/2020

We are extremely sorry to have received this email and apologise that you are still experiencing issues with your repaired device.

We have liaised with the engineer who confirmed that the unit was functional and passed the manufacturer QC tests prior to returning to you so we are sorry that there are still function problems.

We are committed to ensuring that the issue is resolved and have contacted you directly this morning to arrange to re-collect the device to resolve the matter.

We again sincerely apologise for the inconvenience that this is causing but please be assured that we will ensure that if there if is an issue with the device- even if this is intermittent- we will resolve this for you.

Kind regards,

SBS Insurance Services Ltd

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★☆☆☆☆

“Dishonest”

Written on: 30/08/2018 by 299Pugh (1 review written)

I lost a diamond from my ring after a claw got damaged.My insurance company arranged for it to be repaired through SBS. My ring came back & after 18 months the claw has come loose again. I've taken it into a local jeweler who states the original repair is the 'WORST workmanship' he has ever seen and that it has been soldered with LEAD.I have since been to a 2nd jeweler who confirms the same.I rang SBS to investigate but they are not interested and no-one will take ownership. The repair will now… Read Full Review

Sbsinsuranceservices's Comment

Written on: 31/08/2018

We are extremely sorry to have received this review and would like the opportunity to put this matter right for you and confirm some details.

We have allocated your claim and can confirm that SBS were advised by yourself that your jeweller had advised that the repair was completed in silver, not lead. We would never, ever use lead in any repair- and can confirm that the repair work that we completed was soldered in gold.

The repair was undertaken 2 years age (August 2016) and SBs offer a 12 month guarantee on all of our repairs in line with standard jewellery practice. I believe that we have already offered to re-collect your ring and review the repair as described by yourself and packaging to collect your ring was sent to you a day ago.

We have asked for a copy of your own jewellers report on this ring as we can not understand his findings based on the quality repair that we provided.

Hopefully we will be able to resolve this matter to your satisfaction based on our agreed actions.

Many thanks,

SBS Insurance Services

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★☆☆☆☆

“Dont accept their first offer!!! and terrible delays”

Written on: 16/05/2018 by 226Peterson (1 review written)

This company was used by E-sure home insurance to assess the loss of my TV after a lightning strike. Firstly after E-sure chasing them every day they took 3 weeks to send someone out to assess the situation, during which time I had no TV. They initially offered me a voucher for £200 to replace an old for new top of the range TV that I bought for £2500 and had as a listed item on my insureance! After chasing them several more times and showing why this was unacceptable they relented and… Read Full Review

Sbsinsuranceservices's Comment

Written on: 30/05/2018

SBS are very sorry to hear that you were unhappy with the initial offer of replacement provided during your claim, and for the delays incurred.

SBS pride ourselves on our expertise within the industry and will always offer like for like replacements based on original item specifications, we are very sorry if this is not reflective of the level of service offered throughout your claim.

We would love the opportunity to allocate your specific claim details and discuss this further, please contact us directly if possible and ask to speak to our Complaints Manager so that we can do our best to get this matter resolved for you.

Kind regards,
SBS Insurance Services Ltd

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★☆☆☆☆

“Shocking customer service”

Written on: 29/11/2017 by Fedupofnonsense (1 review written)

Very dishonest in what they say, don’t care attitude , don’t call back when they say they will, blame the courier company and in all my years I have never heard such utter rubbish . Complaint made to NFU and I have stated that I’m not happy paying towards this company who fail to provide a good standard of service . Really let’s the NFU down . Time to look elsewhere . I cannot say anything positive about how my issue hasn’t been dealt with so will leave it there… Read Full Review

Sbsinsuranceservices's Response to Fedupofnonsense's Review

Written on: 01/12/2017

SBS are very concerned to read this review and would love the opportunity to discuss this matter with you to resolve your concerns.

SBS pride ourselves on our level of service and we are extremely sorry to hear that you are unhappy in this instance.

Please contact us directly so that we are able to allocate your claim and investigate this further,

Kind regards

SBS Insurance Services

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★☆☆☆☆

“Disappointed ”

Written on: 17/11/2017 by Dangelok181 (1 review written)

I have waited 18 months for closure on a small claims. . Now I have withdrawn all insurance with NFU after probably 15 years… Read Full Review

Sbsinsuranceservices's Comment

Written on: 01/12/2017

SBS are extremely sorry to have received this review and are alarmed that a claim that we have handled has taken so long to close. We pride ourselves on handling claims swiftly with minimal disruption and are extremely sorry if this was not the case with this claim.

We would love the opportunity to investigate your claim and put things right for you.

Please feel free to contact us directly via phone or email and we will look in to this matter with urgency.

Kind regards,

SBS Insurance Services

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★☆☆☆☆

“Damaged Laptop Claim”

Written on: 13/09/2017 by MRC1 (1 review written)

Laptop damaged beyond repair. Very quick collection. Quick decision. Obsolete low value replacement offered that they could not supply. Even though they could not get one they still invoiced NFU for it. After many phone calls from myself and NFU I was eventually offered a cash settlement from NFU, and it took SBS several days to pay my excess back. Cheque for settlement arrived 13.9.17. 2 1/2 weeks to sort it!… Read Full Review

Sbsinsuranceservices's Response to MRC1's Review

Written on: 14/09/2017

SBS are very sorry to hear that you have had such a bad experience in getting your claim settled, we will always look to offer current like for like replacements and produce quick and fair settlements, so we are extremely disappointed that this is not what appears to have occurred in this instance.

We would love the opportunity to discuss this further and try and put this matter right for you. Please contact us directly via our main line number as we would love the opportunity to allocate your claim details and identify what may have gone wrong here.

Please accept our sincere apologies for the service that you have received,

Kind regards,

SBS Insurance Services

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★☆☆☆☆

“Worst I've ever come across. Read Facebook reviews ”

Written on: 17/07/2017 by MrveryUnhappytothemax (1 review written)

From start to finish the most rude obnoxious inept company I've ever come across. Prerehearsed scripts from customer service that under cross-examination fall apart. Inability to keep to there words or my requests. Couldn't even leave correct telephone details on answer machine. I've only rated them 1/5 as I'm unable to rate any lower. Real rating should read 0/5. Im a retail area manager of a electronics and communications company and if my staff treated a customer the way they have treated… Read Full Review

Sbsinsuranceservices's Response to MrveryUnhappytothemax's Review

Written on: 19/07/2017

Good afternoon,

SBS are sorry to hear that you are unhappy with the service that we have provided. We have looked in to your claim and can see that it has been dealt with in line with your insurance policy. We have emailed you directly regarding the outcome of your claim and hope that this has clarified our position.

If you are still unhappy with the outcome of your claim, please refer directly to your insurer.

Kind regards,

SBS Insurance Services

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Mrveryunhappytothemax's reply to Sbsinsuranceservices's Comment

Written on: 19/07/2017

Many thanks for your presentation rehearsed scripted reply.
Thank you for NOT sending your email dispite you stating that you have.
Great start re your reply that's 2 repeated failures yet again. Also my insurance company where at total disbelief re your report
Enough said really. Thanks for enhancing the credentials of my complaint further via your reply here.
Ladies and gentleman behold the worse company to deal with ever.
Thanks for reply.

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Sbsinsuranceservices's reply to Mrveryunhappytothemax's Comment

Written on: 19/07/2017

SBS are sorry that you are unhappy, the previous response was not in any way a scripted reply, we simply attempted to advise you of the facts surrounding your claim.

We can confirm that an email was sent to you yesterday at 3.59PM providing you with information previously requested. Please check your junk mail in case the email has been filtered there in error.

Kind regards,

SBS Insurance Services

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Mrveryunhappytothemax's reply to Sbsinsuranceservices's Comment

Written on: 19/07/2017

Thanka for your reply.
I have checked all my email folders and low and behold nothing from you. Also my insurance company has had nothing from you also so I suspect you have sent it to an incorrect email address. Hopefully non of my details where attached to this. Re the dpa.
And its quiet clear your replies are mostly scripted. All you have to do is review your Facebook review page. Have you seen the reports. Most companies would be embarrassed at the very least. Suggest you read them.
Kind regards

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★☆☆☆☆

“Really Bad Company”

Written on: 29/06/2017 by 7658sue (1 review written)

Make sure you have good photos of your jewellery. I lost an earring and paid an additional amount to have the earring replicated. It seems the jeweller SBS use, could not replicate my earring, so he just sent me a pair very similar. What I received back was a completely different pair of earrings, and SBS claim they know nothing about the "trusted jeweller" they use doing this. They have actually stated that the jeweller could not make a replica. Who uses a jeweller that cannot make… Read Full Review

Sbsinsuranceservices's Response to 7658sue's Review

Written on: 05/07/2017

Good afternoon,

SBS are very sorry to hear that you are so unhappy with the service that you have received and hope that we have now resolved all of the issues that you have mentioned.

We understand that in this instance your claim was not settled as per our usual high standards, but we hope that by refunding you your betterment payment and agreeing to have you earrings produced by your local jeweller we have manged to satisfy your concerns.

Kind regards,
SBS Insurance Services

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★☆☆☆☆

“No Reply”

Written on: 19/08/2016 by Vanessam85 (1 review written)

You send emails, you expect a reply, you should reply to the ones sent to you… Read Full Review

Sbsinsuranceservices's Comment

Written on: 19/08/2016

SBS are very sorry to have received this review, we aim to respond to all communication on the same day that we receive it. We are very sorry if this has not been the case in this instance and we would love the opportunity to put this matter right for you.

Please contact us directly so that we can allocate your claim and resolve this matter for you.

Kind regards,
SBS Insurance Services

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★☆☆☆☆

“Disappointed ”

Written on: 10/08/2016 by 380Rasmussen (1 review written)

Very unreasonable,, not helpful,, wanted to fob me off with the cheapest item,, no wear near the value of mine… Read Full Review

Sbsinsuranceservices's Comment

Written on: 10/08/2016

SBS are very sorry to have received your review as we take pride in offering like-for-like replacement items based on accurate claims validation.

Unfortunately, none of our validations are completed based on the cost of your original item- Insurance generally will not cover items based on original monetary value, but on the technical specifications of the item. We ensure that any item that we replace has at least the technical specifications of the original to ensure that you are put back in a pre-loss condition. With how technology progresses, it is common that an item that was reasonably expensive a few years ago will now cost considerably less in the current marketplace.

If you wish to discuss this matter further then please contact us directly and we will be more than happy to help you.

Kind regards,

SBS Insurance Services Ltd

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★☆☆☆☆

“Fed up ”

Written on: 08/08/2016 by GW4446 (1 review written)

I have had to chase 3 times so far to try and find out what is going on with my claim, and all I get told is I'll check and get back to you, guess what!! I have to chase again. Getting really fed up… Read Full Review

Sbsinsuranceservices's Response to GW4446's Review

Written on: 10/08/2016

SBS are very sorry to have received this review and would love the opportunity to help you further. We pride ourselves on offering exceptional customer service and are sorry to hear that you have not received our usual high standard of service on this occasion.

Please contact us directly and ask to liaise with our Complaints manager as we would love to put this matter right for you.

Kind regards,

SBS Insurance Services

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★☆☆☆☆

“Poor service”

Written on: 27/07/2016

Very slow to respond to any requests, with the onus being placed on me to chase EVERYTHING. Not recommended, and have made a very difficult situation so much worse. Incredibly disappointed… Read Full Review

Sbsinsuranceservices's Comment

Written on: 28/07/2016

SBS are extremely sorry to have received this review as we always pride ourselves on delivering excellent service without inconveniencing our customers.

We will always endeavour to take ownership of a policyholders claim in order to conclude matters as swiftly and efficiently as possible.

We are very sorry to hear that the service that you have received in this instance was not up to our usual high standard, and we would love the opportunity to assist you further and resolve any issues that you have.

Please contact us directly so that we can allocate your details and do our best to help you.

Kind regards,

SBS Insurance Services Ltd

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★☆☆☆☆

“rude and patronising”

Written on: 24/04/2016 by AlexisTimmons (1 review written)

She needs to learn how to talk to customers… Read Full Review

Sbsinsuranceservices's Comment

Written on: 03/05/2016

SBS are very sorry to have received this review as we pride ourselves on offering excellent customer service.

We would very much like the opportunity to discuss this matter further with you and to resolve any issues that you have with the service you have received.

Please contact us directly via phone or email and we will be very happy to help.

Kind regards,

SBS Insurance Services Ltd.

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★☆☆☆☆

“Laptop not even picked up yet!”

Written on: 05/02/2016 by TaliyahBender (1 review written)

Having reported an issue last week, I arranged for my damaged laptop to be collected from the computer shop where it was. Two days ago, I sent an email asking for an update - no reply. I have now phoned them only to find that the laptop hadn't even been collected yet. The case is ongoing but the service so far has been appalling… Read Full Review

Sbsinsuranceservices's Comment

Written on: 18/04/2016

SBS are very sorry to hear that you experienced issues with your claim which subsequently caused delays.

We hope that your claim was settled accordingly and apologise that you experienced these issues- this is not the standard that SBS strive to achieve and we pride ourselves in handling claims swiftly and efficiently.

Please feel free to contact us directly so that we can allocate your claim and discuss this further, we would love the opportunity to resolve any issues and ensure that you were satisfied in the end. Many thanks, SBS Insurance Services.

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★☆☆☆☆

“Really really unhappy- it's seems after the trauma of...”

Written on: 14/08/2015 by Valk2015 (1 review written)

Really really unhappy- it's seems after the trauma of a small fire I have to go through more and do the insurance companies work at 87 years old… Read Full Review

Sbsinsuranceservices's Response to Valk2015's Review

Written on: 30/10/2015

SBS are extremely sorry to have read this review and we would love the opportunity to discuss this complaint withy you in detail.

We would always ensure that we would deal with matters such as this as swiftly as possible to ensure that you are put back in to a pre-loss condition as quickly as possible and with minimal fuss.

As I can not allocate your claim on the system with the information provided, we would be very grateful if could contact us directly or email us so that we may respond as a matter of urgency.

Kind regards,

SBS Insurance Services

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★☆☆☆☆

“Damaged laptop - nobino cares!!”

Written on: 13/07/2015 by 427Ortega (1 review written)

Poor communication resulting in the customer spending far too much time trying to get a below average service… Read Full Review

Sbsinsuranceservices's Comment

Written on: 30/10/2015

SBS are extremely sorry that you have not been happy with our service on this occasion, we pride ourselves in providing the very best customer service and would love the opportunity to discuss this matter with you.

Please contact our office or send us an email with your direct details and we will respond as a matter of urgency.

Kind regards,

SBS Insurance Services

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★☆☆☆☆

“Not Impressed”

Written on: 30/04/2015 by edwinschofield (1 review written)

Really not impressed since I had the first contact about the replacement of my tools. Lack of communication and I have had to continually chase and get a different story each time from a different person each time "to many cook" and all that. There is absolutely nothing to like about this service. This has been going on since February and the matter will not be resolved until mid May, and I had to chase yet again to find that out… Read Full Review

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★☆☆☆☆

“7 months wait to settle so far”

Written on: 29/03/2015 by xiMcKenna149 (1 review written)

To replace a set of Ping golf clubs and bag should be very simple , but not with SBS. They are still trying to settle with odd clubs and a different bag. Absolutely appalling… Read Full Review

Sbsinsuranceservices's Comment

Written on: 02/04/2015

SBS are extremely sorry to hear that you are experiencing issues with getting your claim settled and would love to get this matter resolved for you as quickly as possible. SBS pride ourselves on our service and it is very unusual and extremely unfortunate to hear that you are unhappy with the level of service that you have received.

In order for us to look in to your claim as a matter of urgency, please either call our main line or email us and ask for Charlotte- unfortunately I can not allocate your details to contact you directly from your review.

We look forward to hearing from you at your earliest convenience and having the opportunity to resolve this matter to your satisfaction.

Kind regards,

SBS Insurance Services

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