TH MarchReviews 

Reply from TH March

Mar 21, 2024

Dear Olivia

Thank you for taking the time to provide some feedback on your recent experience.

At TH March, we take our data protection obligations seriously, and this is why it is standard practice that we need to be able to talk to the prospective policyholder (usually the owner or wearer of the watch) when it comes to obtaining details for a personal insurance quotation. Although we did our best to work around this by seeking permission to talk to a designated employee, the relaying of questions and answers required certainly can delay the process as happened here resulting in multiple calls.

Although our records show we returned calls when promised, we can see how it may have felt like you had spent an hour on the phone, thanks to the multiple calls that had to happen in order to complete the process.

We are sorry that it is frustrating when insurers decline to offer a quotation. This can be for many reasons, such as claim history, profession, home security or various other risk factors. As you know, jewellers recommend TH March because we specialise in arranging insurance for jewellery, and the many comments both here on Trustpilot and at reviews. io www.reviews.co.uk/company-reviews/store/thmarch.co.uk also support our reputation for our service. We work hard for this, and it can be frustrating for us too, since as a broker, there are parts of arranging insurance that remain outside of our power because they are controlled by the insurers with whom we deal. From one insurer to the next, each can have different criteria and restrictions when deciding what to underwrite or not. For example, a range of insurers may avoid certain claim histories whereas one insurer may specialise in covering those with such difficulties. Since we use one specific insurer only for specialist standalone insurance for jewellery, watches and private collections, it means that we cannot always provide good news for every person applying for insurance. Delivering this bad news can impact how a caller feels about our service; we do understand this but are nevertheless sorry that we cannot help further.

Providing quotations, guidance and the right insurance cover to people makes us happy, and we certainly do not operate to waste anyone’s time. However, customer feedback like yours is integral to our progress, and we are always trying to make the customer journey easier. We are continuously looking at how it can be possible to flag insurers’ declinature or query areas as early as possible without disrupting the quotation process. We appreciate that making all of this easier is in everyone’s interests, and we very much appreciate you taking the time to provide your comments.

We wish you the best of luck in arranging the insurance.

Kind regards

Nat at TH March

Reply from TH March

May 8, 2024

Dear Bill

We're delighted to receive your feedback about your recent experience with us at TH March. It's lovely to hear you feel we are nice people to deal with, we certainly think so! We always aim to be helpful, friendly and polite, so your kind feedback helps to support this.

Thank you for taking the time to provide this 5 star review.

Kind regards
Nat at TH March

Reply from TH March

May 8, 2024

Dear Peter

We're always striving to make it easier for our customers to arrange their insurance, so we are delighted you found it easy to do this.

Thank you very much for taking the time to provide your 5 star feedback.

Kind regards
Nat at TH March

Reply from TH March

May 8, 2024

Dear John

We are delighted to hear you found the process quick and easy for insuring your premium watch. It's good to hear your feel the pricing reasonable too.

Thank you for taking the time to provide your 5 star feedback.

Kind regards
Nat at TH March

Reply from TH March

May 8, 2024

Dear Sarah

We appreciate you taking the time to write your review on your recent "amazing" experience with TH March! This is so great to hear, and we're delighted you found the process super easy. We have passed your comments about Charlotte being absolutely amazing to her and the team, and they will be so pleased that you feel the service could not be better.

Thank you for your 5 star review.

Kind regards
Nat at TH March

Reply from TH March

May 8, 2024

Dear Barry

We are pleased you found your recent experience hassle free, and the team nice to talk to. Good to hear the job got done to your satisfaction.

Thank you for the 5 star review.

Kind regards
Nat at TH March

Reply from TH March

May 8, 2024

Dear Emily

Thank you for taking the time to provide feedback recently on your claim experience. We're delighted to see you describe it as a really easy process, with quick and informative answers to your queries. It's great to know that the team's follow up to make sure you were ok was appreciated, and that you now have your beautiful item back!

We appreciate the 5 star review.

Kind regards
Nat at TH March

Reply from TH March

Apr 2, 2024

Dear Nicola

We thank you for taking the time to provide your feedback on your recent claim.

The team will be delighted to hear you found the handler excellent, clear, sensible and efficient. It's great to hear the speed of your claim handling was to your satisfaction.

Thank you for the 5 star review.

Kind regards
Nat at TH March

Reply from TH March

Feb 13, 2024

Dear Pamela

We're absolutely delighted that you felt we made your claim easy and straightforward. Thanks to our relationship with the jewellery trade, spanning over a century, it helps us with achieving the hassle-free experience you mentioned in your feedback and we're glad a difficult time was able to go so smoothly for you.

Thank you for taking the time to write this 5 star review.

Kind regards
Nat at TH March

Reply from TH March

Jan 31, 2024

Dear Alice

Please allow us to apologise for your experience with us trying to obtain a quotation for your ring. The service you experienced is certainly not in keeping with the service we expect nor which we find our team delivering every day; we appreciate that in your instance it could be seen as too slow and certainly that the quotation provided to you had a restriction that did not suit your preferences. If you had had more time to digest the restrictions, we could have explained if there were other options available to you even if this meant some useful tips for going elsewhere for insurance.

Although of no consolation to you, we are not happy that we have disappointed you and this example will be used as a training exercise.

We specialise in arranging insurance for jewellery, and you’ll see from the many comments both here on Trustpilot and at reviews. io www.reviews.co.uk/company-reviews/store/thmarch.co.uk that we are there for our customers when they need us and customers report back really positive comments about our service. However as a broker, there are some things that remain outside of our power: we have to use an insurer for the insurance, and in our case we use one specialist insurer for jewellery insurance. As brokers, we have little - if any - control over insurer’s restrictions that they impose and although our team tries hard to help everyone we can, insurance is restricted by the fact that each insurer may have their own specific acceptance criteria and restrictions when deciding what to underwrite or not, and those points can be different from one insurance company to the next. For example, one insurer may specialise in covering a certain profession, whereas another might avoid it altogether. At THM, because we use one specific insurer only for specialist standalone jewellery and watch insurance, it means that we cannot always provide good news for every person applying for insurance.

Regardless, it is our job to deliver the terms and conditions to the customer when we do receive a quotation, and we should have been more sympathetic in this delivery in your case. Without wanting to use any more of your time on one hand, on the other we would like to try and apologise, so a member of the team will be calling you.

We really appreciate you taking the time to bring this issue to our attention and are sorry you have had to do so. We wish you the best in finding insurance for your ring. Should you ever need any insurance guidance or advice in future we would be happy to assist you.

Kind regards
Nat at TH March

Reply from TH March

Jan 16, 2024

Dear Nadia

It is not possible for a company to remove reviews from Trustpilot. Trustpilot remove flagged reviews that violate their guidelines for various reasons, such as being harmful or illegal, containing threats, defamation etc. They will not remove reviews simply because a business disagrees with someone’s version of events or they do not like what is being said.

Thanks to the transparency of platforms like Trustpilot, we are able to show feedback both bad and good, and people are able to see for themselves from the many submissions of feedback over the years that we are there for our customers when they need us.

We are sorry that we were unable to assist you in providing a quotation, and hope your search for insurance cover is successful.

Kind regards
Nat at TH March

Reply from TH March

Updated Jan 11, 2024

----- EDIT 11/1/2024
Dear Mrs Fletcher
Thank you for giving us the opportunity to help put things right.
We are delighted that you have now renewed your policy and trust you have received all your documentation safely. Please do not hesitate to contact us if we can be of any further assistance.
Kind regards
Nat at TH March -------

Dear Mrs Fletcher

We are truly sorry that your renewal experience this year has left you feeling no loyalty has been shown. You are a valued customer to us, and we very much appreciate your loyalty as a customer all these years. I understand my colleague has spoken to you today to apologise, and to help explain in better terms the rationale behind insurers increasing their premiums based on factors such as certain postcode areas rather than you as an individual.
However we are sorry that in delivering this message the first time around we fell short of doing this properly, and resulted in you feeling insulted. Thanks to your feedback, we have identified a training issue which we aim to resolve swiftly.

Thank you for your patience.

Kind regards
Nat at TH March

Reply from TH March

Nov 24, 2023

Hi, Thank you so much for your lovely review. We are very pleased to hear that you found us to be efficient, quick and easy.

Kind regards
Joanna at TH March

Reply from TH March

Nov 20, 2023

Thank you for your lovely review, we are pleased that you found us to be quick and efficient!

Kind regards
Joanna at TH March

Reply from TH March

Nov 2, 2023

Dear Josh

We appreciate you taking the time to provide your comments, and we’re pleased to hear your feedback about our helpful staff and your confidence in the great coverage we can arrange.

You have mentioned that you were unhappy about price increases, however we wanted to follow up to help explain why this is not the case.

As insurance brokers specialising in jewellery and watch insurance, we’ve been able to arrange bespoke standalone insurance for jewellery and watches however with it being a specialist area we do this through one (experienced and expert) insurer only. The insurers set the rates, meaning we as the brokers have little control over this. However, we are always listening to customer feedback and having discussions with our insurance partners to ensure that the product meets our customers’ needs and this does include feedback on insurance premiums.

It’s also worth explaining that each year a percentage increase (index linking) is applied to the value shown (sum insured) on your insurance, to try and provide some form of inflation protection for jewellery and watch items. Along with the increase in how much your item is covered for – the sum insured - this increases the annual premium accordingly and sometimes this annual premium increase is mistaken by the customer for a rating increase. However usually the rating has stayed exactly the same and we can confirm that was the case for you – no rating increases. It’s also possible for customers to decline to have their item values increased each year, which in your case would have left your premium exactly the same as previous years since there were no factors (things like claims, change of address or insurer rating increases) that would have affected your premium.

Although we try to explain about index linking increases of jewellery and watch values to all our personal jewellery insurance customers, it is disappointing when we cannot quite get this right. We are sorry that in this instance that appears to be the case, and we would be very happy to have a chat with you about this further. If there is any assistance we can offer, please do not hesitate to contact us. In the meantime, please allow us to thank you for providing your feedback. This is important to us to assist in any improvement of our service.

Kind regards

Joanna

Reply from TH March

Sep 21, 2023

Dear Leisa-Michelle

Thank you very much for your 4 star review and feedback. We're pleased you found the cover easy to sort out and sorry you feel it's expensive. Hopefully by looking at all the positive comments here and on reviews.co.uk from customers who've experienced claims you can feel confident the premium is worth the peace of mind and the knowledge that we will be there for you when you need us.

We're constantly looking at how we can make our customers happier, and comments like yours both positive and constructive do assist in improvement of our service, so we thank you for that.

Kind regards
Nat at THM

Reply from TH March

Sep 21, 2023

Dear Alexandra

We are very grateful for your 5 star review. It's great to hear you came to us as a recommendation and that you were happy with our straightforward online process. We're pleased you now have your peace of mind your precious item is insured.

Kind regards
Nat at THM

Reply from TH March

Aug 14, 2023

Dear Warrem
We appreciate your feedback on your recent experience buying your insurance through TH March. It's so great to hear you calling the online experience great, and we're pleased you felt it was simple and easy to use. We're always listening to customer feedback to try and make the online experience as simple and slick as we can, so we're always delighted to hear when customers compliment it in this way.
Kind regards
Nat at THM

Reply from TH March

Aug 14, 2023

Dear Mr Mulholland
Thank you for kindly taking the time to email us and to write this 5 star review about our service. It's fantastic to hear you think that we are great, and we're pleased you found the process easy too.
Kind regards
Nat at THM

Reply from TH March

Aug 14, 2023

Dear Mr Marshall
It's great to hear you were impressed with our quality and that you found the process seamless.
Many thanks for taking the time to write a 5 star review.
Kind regards
Nat at THM