The Claim Process

Consumer Duty

We strictly adhere to consumer duty. These rules require SBS to consider the needs, characteristics and objectives of our customers – including those with characteristics of vulnerability – and how they behave, at every stage of the customer journey. As well as acting to deliver good customer outcomes, SBS will understand and evidence whether those outcomes are being met.

What we need from you

In order to process your claim we will need details of the incident and the items involved. This may include model numbers, IMEI, proof of purchase, photographs and police reports for stolen items. Please have all this information to hand when making contact in order to streamline the claims process, if you cannot locate the information your handler can assist.

For some items that need to be repaired we may require passwords and login credentials, this can be arranged with your handler.  

Our commitments

Personal claims handler

Empathy and commitment

Self-serve solutions

Quick turn around

Efficient outcomes


Claim settlement is dependant on the item and circumstances you are claiming under, some items may require inspections, however, on average we close/settle a claim within 3-5 days.

You can manage your claim by logging into our online portal on the right of this screen, or if you have received a text you can proceed through our automated service.

You can either email us directly on info@sbs-claims.co.uk or go to our Trustpilot page

Vouchers are usually sent as emails or text messages depending on suppliers, and can sometimes take up to 24 hours to issue. If you have not received your voucher within 48 hours please contact us directly with your claim references to hand.

This will happen at a pre-arranged time that is convenient for yourself. When booking you will be given a list of date options to choose from and you will receive a text a few hours before your collection/inspection is due to take place. Should you need to change your date or time please let us know in advance so not to cause any further delays to your claim.

In order to fulfil your claim you will be asked to provide proof of ownership of the claimed item. We usually accept paper or digital receipts, or on exception other documentation that can prove ownership.

When possible we will always try to repair your item. Sometimes this is not economically feasible, in these instances we will offer you a replacement, and where the model no longer exists we will offer the best like-for-like replacement available.

Delivery times can vary depending on the item being ordered but we aim to get your delivery to you within 2-5 days.

If your replacement item is faulty or not as described you may be able to return it. Please contact your SBS claims handler immediately.