TH Marchレビュー 

TH March からの回答

2023年7月18日

Dear David

We are sorry you had issues trying to obtain a quotation from us. We have not had any other similar reports of issues from anyone obtaining or going forward with quotes, so we would really appreciate being able to talk to you to establish if there is an error on the website that may need attention from our IT team.

Our quick quote facility requires inputting of both the postcode AND the value of the jewellery and or watches in order to calculate a premium, as premiums will alter according to both of these factors. As we state on the quick quote page, the premium may change according to additional information provided, and that is because when you move past quick quote to the full quotation pages, all the underwriting factors are then asked, such as age and other information about the person wearing the item and these all make a difference to the premium.

As we can’t find a record for you, we assume you only used our quick quote facility (which helps to provide an approximate indication of premium), but we’d very much appreciate being able to discuss your online journey with you to find out where we went wrong, and we’d also be able to assist you with your insurance requirements, should you still need this. You can call us on 01822 668000 or request a callback at a convenient time by emailing us at insurance@thmarch.co.uk .

Kind regards
Jo at TH March

TH March からの回答

2023年7月7日

Dear Andrew
Thank you for taking the time to provide your feedback and a 5 star review. It's great to hear you were pleased with the price, the terms and conditions, as well as our quick service. Insuring jewellery has been our area of expertise since 1887, so it is vital to us that we are able to arrange specialist insurance that suits the needs of our customers, and we're delighted you felt that we delivered in this respect.
Kind regards
Nat at THM

TH March からの回答

2023年6月2日

Dear Miss Egotanwa
We're pleased to see your 5 star rating and commenting about our great customer service and will let the team know.
Kind regards
Nat at THM

TH March からの回答

2023年5月16日

Dear Mr Inman
Thank you for taking the time to provide your 5-star feedback. It's great to hear we made the process of setting up your insurance easy for you, and you appreciated our very professional staff. The team will be pleased to see your comments.
Kind regards
Nat at THM

TH March からの回答

2023年3月27日

Dear Adele
It's great to hear you are happy with the price, process and service here at TH March! We will be sure to let Claire know you found her communication fantastic and are pleased your query was resolved straight away. Thank you for the 5 star review and for highly recommending us.
Kind regards
Nat at THM

TH March からの回答

2023年2月2日

Hi there,

We are so sorry to hear that you have had a disappointing experience with us. We would really love to put things right and resolve the issues with the photographs you have sent and would kindly ask you to contact us on 01822 668000 so we can do this for you and also discuss the insurer’s valuation requirement. As you will see from the plentiful reviews, we have many satisfied customers who can verify how one is treated during a claim. We appreciate that this will be a very busy time for you and wish you well with your imminent arrival.

Kind regards
Jo at THM

TH March からの回答

2023年1月10日

Dear Jannette
It's great to hear you found that arranging your insurance was easy and straightforward, just as it should be. Thank you for writing a 5 star review.
Kind regards
Nat at TH March

TH March からの回答

2022年12月20日

Dear Mr Williams
We're delighted to hear your first time insuring jewellery was a good experience for you, and that you found our process very clear and efficient with lots of clear explanations at each stage.
Thank you for taking the time to write a 5 star review.
Kind regards
Nat at TH March

TH March からの回答

2022年11月23日

Dear Mark
Thank you for taking the time to write a 5 star review on your insurance purchase experience with us. We try hard to make the process straightforward and are pleased you found it super quick and simple.
Kind regards
Nat at THM

TH March からの回答

2022年11月11日

Dear Paul
It's great to hear you found the process of buying your insurance and submitting the documents to us very easy. Thank you for taking the time to provide a 5 star review.
Kind regards
Nat at THM

TH March からの回答

2022年10月10日

Dear Mr Tyrrell

First of all, may we thank you for your loyal custom for 25 years. Thank you for also taking the time to provide your feedback and to speak to Claire in the team today.

We are sorry that the processes we follow have caused you unhappiness. This is quite the opposite of what we aim for.

As specialist insurance brokers, we arrange insurance for our customers using certain insurers (the “underwriters” about whom we refer in our communications). Brokers have little, if any, control over insurer’s requirements and terms and conditions they impose. It is also our role as insurance brokers to help customers when it comes to advising and guiding on insuring their items. This extends to communicating and explaining insurer’s requirements and conditions for setting up a policy with them. It is our experience - and you only need to read through the majority of reviews about us on Trustpilot - that the information insurers ask for and that we guide customers to provide makes a huge difference as to how easy the TH March claims process is. We take great pride in our claims service, as we know we help our customers swiftly, and when they really need us. Having to find all the relevant documentation at the time of a claim is usually very burdensome, and at the worst time for the customer too. This is why we continue to follow this same process of collecting all the relevant documentation when setting up the insurance rather than at the point of claim. If we are honest, we cannot say we enjoy dealing with all this paperwork either but we really do believe that it is in the best interests of the customer and that if we did not ask for certain documentation, we would not be doing our job properly.

It is our responsibility to explain to you this rationale above for requiring documentation at this stage, and we are sorry that we appear to have fallen short in this respect. We appreciate it is unusual for insurance companies to ask for this paperwork at this stage and perhaps we did not get this message across to you well enough in our calls and emails.

We are sorry that we caused you to feel insulted by the service. Although “inundated” with emails and calls, we really did try hard to communicate with you, talking to you every day last week and responding to your communications same day. It truly is only our intention to provide you with the best service as an insurance broker, guiding and advising you on managing your risk and insuring your valuable items.

We are pleased that you have arranged insurance for your items, and should you ever need any insurance guidance or advice in future we would be happy to assist you.

Kind regards
Nat at TH March

TH March からの回答

2022年9月26日

Dear Charlotte

Thank you for taking the time to write a 5-star review about your experience arranging insurance through TH March. We are delighted you found the process quick and feel that the premium is reasonable.

Kind regards
Nat at THM

TH March からの回答

2022年9月5日

Dear Elliot

Thank you for taking the time to leave your comments. We understand that our communications back and forth and between you and the jeweller over the last 30 working days must be quite frustrating when all you wish to do is arrange protection for your watch. We hope that we can gain your trust once more so that you appreciate that this is our objective in this too, to protect our customers’ precious items. The policies we arrange for personal jewellery and watches are to replace items on a like for like basis. It appears from our records that we have assumed matters are straightforward in that as a second hand item would be replaced with a second hand item, underwriters will need a valuation on that basis and also that proof of purchase/ownership would be needed so that if you ever needed to make a claim this would be hassle-free. We are sorry we have got these assumptions wrong and we have not met your expectations in this matter. We try and explain underwriters' requirements in various formats, including over the phone and in writing. Our recent communications indicated you understood the underwriter's requirements and were happy with this, so we are very sorry that you feel otherwise and that there is such a misunderstanding over what documentation is needed to insure your watch. As insurance brokers, we do not and cannot provide valuations, however we think what you are referring to receiving on 1st September was the confirmation from us in direct relation to the receipt you had provided 14 working days prior to confirm the lower value you showed on your receipt. In this correspondence we reiterate again what underwriters need in order to protect your item properly so that in the event of a claim, matters can be straightforward. However, we are evidently not delivering the message from underwriters clearly enough. Therefore, one of the team will call today to try and help explain. We are sorry we have made you feel this way, and to have caused any frustrations in our attempts to help you. We hope we can help resolve all of this for you, so that you can have your peace of mind that your watch is fully insured.

Kind regards
Nat at THM

TH March からの回答

2022年8月23日

Dear Adele
We are very sorry, it does sound like you have not had the best experience setting up your policy and for that we must apologise. It looks like from our records we have tried to contact your partner by email and telephone but despite numerous attempts we have not been able to speak. Unfortunately we can not make unlimited attempts to contact people, however we can see why in your case this is frustrating because you did try and call us yesterday and were unsuccessful. You kindly left a message for us which would be picked up once it had reached the top of the queue today. One of the team will be responding to your voicemail today. We would love to be able to help you, and hope there is some way we can reassure you we are here to support you.
Kind regards
Nat at THM

TH March からの回答

2022年8月22日

Thank you for taking the time to write a review on your experience of buying personal jewellery insurance through us. We are very pleased you found our online service really easy.
Kind regards
Nat at THM

TH March からの回答

2022年8月11日

Hi Mark,
Thank you for your feedback and we are sorry to learn of your experience. We would like the opportunity to discuss this with you so we may understand what has gone wrong, so please call us on 01822 668000 or send us an email to marchplus@thmarch.co.uk making reference to your Trustpilot review in the subject line.
Thank you
Joanna at THM

TH March からの回答

2022年8月22日

Dear Mollie
It's really important to us that customers find our systems easy, so it is great to hear you find the website easy to use. We are pleased that you feel that the team's responses are always quick too. Thank you for taking the time to write a 5-star review about your experience with us.
Kind regards
Nat at THM

TH March からの回答

2022年8月5日

Dear Adam
We're very happy to hear you chose us after your research. You've made the right choice, and it's good to know that you already feel reassured and protected by your purchase. It's great to hear you found the website purchase and follow up process easy to follow and the premium suitable too.
Kind regards
Nat at THM

TH March からの回答

2022年8月2日

Dear Peter
Thank you very much for taking the time to tell us about your experience with TH March. We're glad you found the insurance purchase process easy, quick and efficient.
Kind regards
Nat at THM

TH March からの回答

2022年8月1日

Dear Tristan
Thank you for kindly taking the time to write a 5 star review about your experience making a claim on your insurance through TH March. We're delighted you found the customer service excellent and that your engagement ring got repaired to your satisfaction.
Kind regards
Nat at THM