Customer Services
Fast, Effective and Efficient Services
We recognise that our continued success relies heavily upon good relationships with our customers, together with the provision of a first-class service. Therefore, our commitment to you is to deliver a fast, effective, efficient and seamless provision of replacement jewellery and claim handling services.
Technical Knowledge
Our staff is well trained and equipped with the appropriate technical knowledge to manage customer interfaces, either by telephone or via householders visits and our staff endeavours to provide customers with suitable replacement products. Our reputation in the industry stems from the fact that we continuously aim to provide complete customer satisfaction throughout all stages of the claims handling process.
Integrity and Care
We carry out jewellery replacement services with the utmost integrity and all due care, sensitivity, and consideration for the insured, who are likely to be in a state of distress as a result of the loss of their jewellery items. Our policy is to ensure that each claim is speedily resolved with minimal disruption to the insured while delivering all agreed service levels.
Full Logging and Tracking
Our claims management system ensures that each and every claim is logged and tracked.
A report on the progress of any given claim is always available.
A report on the progress of any given claim is always available.
Accurate Assessments
Our experience suggests that 40 to 50 per cent of claims require a visit to the customer's premises. This enables us to obtain maximum proof of the validity of claims as well as an accurate assessment of the value of the individual items involved.
Detailed Claim Investigations
On receipt of a faxed or email claim notification from insurers/loss adjusters, we will endeavour to contact the insured within one hour of notification.
On receipt of any given claim, our team will carry out a detailed claim investigation. Subject to the circumstances of the claim and the value as well as your approval, a visit to the customer's premises to inspect the product and interview the customer may be required.
On receipt of any given claim, our team will carry out a detailed claim investigation. Subject to the circumstances of the claim and the value as well as your approval, a visit to the customer's premises to inspect the product and interview the customer may be required.
Nationwide Network
We provide the insured customer with a mutually convenient outlet for them to view replacement products. This is facilitated by having a nationwide network of over 1500+ associated jewellers. We can provide each insured claimant with written details of three jewellers from which to choose their replacement jewellery.
Home Visits
If the insured is in a remote area, we can arrange home visits.
Fully Guaranteed
In the unlikely event that jewellery items supplied by us become defective due to faulty design, materials, or workmanship, we will promptly and at our own expense replace the item(s) or make a full refund of the replacement price. Carriage for the return of goods will be arranged at our expense.
Complete Satisfaction
All jewellery supplied is British Hall Marked for the customer's complete satisfaction.
Accommodation for Alternative Items
We understand that customers may prefer to select alternative items, equivalent to the weight of the jewellery items originally claimed; JCP Jewellery claims are happy to accommodate in this situation.
