SBS Insurance Services is one of the top multi-commodity claims handling businesses in the UK – combining technology and innovative solutions, with real in-house expertise, supported by a UK-wide field force of technical specialists. Our Award Winning service extends across ‘all contents’ – flooring, furniture, jewellery, electricals, and leisure.
We replace everything from flooring, carpets and furniture to jewellery. From electrical items through to sports and leisure equipment; from tools to gardening gear and lawnmowers. Our services include Validation, Inspections, FNOL Screening, Claims Fulfillment, and Fraud Prevention.
We are appointed by most of the UK’s largest insurance companies to provide replacement household contents to their customers quickly and conveniently. We provide UK-wide coverage of accredited and vetted specialist engineers and technicians. Our network providers are managed remotely through our claims platform, receiving electronic claim instructions via Handheld Devices, Apps and Portals.
We may be requested by your insurer to collect a policy excess payment on their behalf. You will be notified prior to the dispatch of any items if we are required to collect a payment from you with regards to repaired or replaced items. Excess payments can be made using credit/debit card (excluding American Express).
Once our specialist Product Replacement Team have all the required information, our software will determine an appropriate replacement as per the terms of your insurance policy. We will contact you to discuss the items we have selected and ensure that this meets with your approval. On acceptance, we will arrange for the items or your chosen form of settlement, to be dispatched to you either from our distribution center or directly from the supplier or manufacturer.
Where your claim is for an item that has been lost or stolen, we may require you to submit evidence of this in the form of a police crime reference number. Additionally, we may ask you to provide proof of ownership of the items by means of either: original receipts, bank/credit card statements or purchase agreements. Our Claims Handling Team will advise you of any information which is required.
Wherever possible our manufacturer accredited engineers will attempt to repair your item using genuine parts. However, if parts are not available or it is simply not economical to complete a repair, We will utilise our validation software in order to determine an appropriate, like for like replacement, as per the terms of your insurance policy.
If the nature of your claim is for items accidentally damaged, we may potentially need to arrange for the inspection of the items at our Customer Center prior to resolution of your claim, depending on the type of item that has been damaged. Alternatively we may make an appointment for an engineer to visit your home. It is important that you retain and store all items safely until we complete this process. We are required by your insurer to report on any damage, therefore should we be unable to inspect the items, it may affect the outcome of your claim.
Under the terms of your insurance policy we are instructed to replace items on a â€œlike for likeâ€ basis and not by price. Accordingly, any offer we make to you will be determined by the features and specifications of the items claimed for. This is based on the current market equivalent for products of a similar and/or same quality and specification and not the original cost of the item. Market trends and manufacturer production can mean that the most suitable and equivalent replacement is not necessarily within the same product range or brand.
Once you have accepted the replacement items we are unable to accept returns unless they are damaged / faulty.
In the unlikely event that you receive a damaged or faulty item, it is important you contact us promptly within 24 hours of delivery so we can resolve the matter with the supplier / courier involved. Each supplier has a different process for handling damaged /faulty items and our Claims Handling Team will guide you through the returns process. Please do not return any item to us before you have spoken with our Claims Handling Team as we may be able to resolve your issue via telephone. If you suspect that a package has been damaged in transit we would recommend delivery is refused or to sign for the item and indicate it is unchecked.
All repairs conducted come with a standard 3 month warranty. This warranty covers both labour and any parts used. In the unlikely event that you do experience issues with the repair, please contact us promptly. We may be able to provide technical support by phone, alternatively we may be required to arrange a collection of the item to investigate further.
All replacement products hold a 12 month manufacturer’s warranty. The first 28 days are directly with the supplier of the product. In the unlikely event that you believe a product has developed a fault, it is important that you contact us promptly to allow us to notify the supplier and ask them to investigate. The supplier may be able to provide support over the phone or may need to arrange a collection and/or inspection of the item. After 28 days all warranty queries should be directed to the product manufacturer. We have compiled details of the manufacturer contact details below.
Yes, you don’t have to accept the equivalent replacement offered, you may select an alternative item. However, where the cost of the alternative is greater than the cost of the item offered, you will be required to pay the difference. Please note some restrictions may apply.