sky protect insurance

[Sharminsultana]

I am writing to complain about the mishandling of my insurance claim. I purchased a phone on installment from Sky last year with lost and theft insurance from Sky Protect (D&G). After my phone was lost in August, it was correctly replaced. However, after losing the replacement phone on 30 April, I reported it on 1 May and had my SIM replaced. Unfortunately, Sky failed to block the IMEI and as a result, Sky Protect is refusing to process my claim. Despite multiple calls to both Sky and Sky Protect, I have received no resolution—only conflicting information. This ongoing delay is unacceptable and is infringing on my consumer rights. It is totally disappointing

[63johnw]

Hi @Sharminsultana  in case you aren't aware this isn't sky CS here and you aren't talking to sky. If you want to make a complaint use the link below. 

https://www.sky.com/help/articles/how-to-make-a-complaint

I know with some insurance companies you are limited to the amount of claims you can submit within a certain time period, not sure if this is the case with protect ?

[Sharminsultana]

Thank you for your response.

As per my insurance policy, I am entitled to two claims within a year. The issue I am facing is that Sky Protect cannot proceed with my current claim because the IMEI of the lost phone has not been blocked. However, Sky is refusing to block the IMEI since the replacement phone was not originally purchased from them.

As a result, I am stuck in the middle—Sky will not block the IMEI, and Sky Protect will not process the claim without it. No one is taking responsibility, and I am not being provided with a clear solution. This delay is extremely frustrating and is affecting my rights as a customer.

[Daniel0210]

@Sharminsultana 
If you’re not already aware the Sky Community is a customer led discussion forum where Sky customers are available to help other customers and you aren’t contacting Sky Customer Services.

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@Sharminsultana wrote:

Sky is refusing to block the IMEI since the replacement phone was not originally purchased from them.

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That is a scenario weve seen on here before even if a Sky mobile sim was in the device so submit a complaint as suggested by @63johnw 

It may also be a good idea to register any loss/theft on the Immobilise website https://www.immobilise.com