International Student Facing Claim Rejection by Sky Protect – Need Guidance

[KV7]

Hi everyone,

I hope you're all doing well.

I urgently need advice regarding an issue with my Sky Mobile insurance claim. I’m an international student in the UK, and last month I travelled to home country due to the loss of my grandmother. Unfortunately, I lost my phone at a railway station while returning to the UK.

Here’s a quick timeline:

• 6 March: Purchased phone

• 9 March: Received and activated SIM

• 10 March: Travelled to Abroad (no usage during this period)

• 2 April: Phone lost

• 4 April: Returned to the UK and immediately reported and blocked the device/SIM

I’ve submitted a claim through Sky Protect (Domestic & General), but it keeps getting rejected. They are asking for “proof of usage” between 9 March and 2 April. However, I didn’t use the phone during that time (no calls, roaming, or top-ups), which is clearly reflected in my Sky account and bill. The only activity shown is a single test call to check SIM activation.

Sky Mobile advises me to submit the same bill and account screenshots, but the insurance team keeps rejecting them as insufficient.

Has anyone faced a similar issue or can suggest what I should do next? Any guidance would really help.

Thank you in advance.
Regards, 
KV

[LJB-C]

Hi there @KV7, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[KV7]

I wanted to let you know that I still have not received any private chat message yet. I have been waiting for the support team to contact me, but so far there has been no response.

I am quite disappointed, as I did not expect this level of service from Sky. I bought the phone with a lot of trust and hope, and I am only trying to get proper support with my claim.

Could you please check this again and help escalate it as soon as possible?

Thank you.

[Daniel0210]

@KV7 

You need to be patient. It has already been escalated by staff. 

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[KV7]

Hi Daniel,
I have already shared the and responded on blue /red speech bubble. but i haven't received any message yet. I'm more concern about for claim now. 

[Daniel0210]

@KV7 

As already stated replies from Sky aren’t instant so you’ll need to check the chat thread periodically. The agents will be juggling multiple chats at any one time. 

[KV7]

@Daniel0210 

I do understand that agents may be busy handling multiple chats, but every customer is important.

As customers, we buy these products with trust and hope. When we do not receive a response or update on time, it naturally feels disappointing and frustrating.

That is exactly how I feel at the moment. I am still waiting for support regarding my issue, and I would really appreciate a timely response and proper assistance.

[Daniel0210]

@KV7 

You will have to wait for the next response. As customers we can't hurry it up and I doubt this will be sorted in one day anyway. 

[KV7]

Yeah!! I Know It will take time. I rasied the complaint on 4th April 2026. today is 16th I don't Know how much time it will take more......

[Daniel0210]

---

@KV7 wrote:

• 6 March: Purchased phone

• 9 March: Received and activated SIM

• 10 March: Travelled to Abroad (no usage during this period)

• 2 April: Phone lost

• 4 April: Returned to the UK and immediately reported and blocked the device/SIM

---

@KV7 

Your first post contains a time,ine of events. At no point have you stated you've made a complaint. Once an official complaint has been raised Sky have up to 8 weeks to resolve it before you can request a deadlock letter allowing you to take it further. 

I can't see a valid reason for a complaint within the very scant information you have posted here. If Sky or Domestic and General feel your claim doesn't meet certain standards they will give you there reasoning. 

[TimmyBGood]

@KV7 

Perhaps be aware that a complaint to Sky about a customer service experience has to be separate to one specifically about an insurance issue because insurance is a heavily regulated market with different oversight.