TH March Opiniões 847

Resposta da TH March

9/01/2026

Dear Mr Allen

We thank you for your many years of custom and are sorry that you have had cause to leave a negative review. We understand your disappointment and are here to help.

Mysterious Disappearance is such broad insurance cover (being cover for items lost without explanation) that it is unusual for insurers to include this on business insurance policies, but this is one of the many benefits of arranging Jewellers’ Block insurance via TH March – and it’s good to see we have been able to support you over many years. However, being such broad cover, it also means that when claims happen insurers must be quite careful in examining the limited evidence that is available. Supporting documentation, such as stock records, and a reasonable time period for notifying insurers of the loss are essential. Without this, it makes acceptance of claims very difficult.

As brokers, we are here to help support clients when there is a claim, and when given supporting evidence we are able to approach insurers to contest when claims are declined. Please know that the team are here to support you but, as discussed, they will need your help.

Likewise, when insurers make decisions about cover and those decisions need to be challenged, we as your brokers are here to support you. Following our team’s recent conversations with you, we’re so pleased we’ve been able to help resolve matters for you to your satisfaction.

We hope that this restores your confidence in the team here at TH March.

Kind regards
Nat at TH March

Resposta da TH March

23/03/2026

Dear Lisa

Thank you very much for taking the time to write about your experience arranging insurance with the team here at TH March. We're very pleased you found it quick and easy and thank you for your 5 stars.

Kind regards
Nat at TH March

Resposta da TH March

17/12/2025

Dear ZM

We’re sorry that you have been disappointed with your insurance renewal experience and that you have since not been responsive by phone or email in order for us to help resolve this.

The personal jewellery insurance that we arrange is not auto-renewable unless a customer has specifically asked for this. Our records indicate your request to set up an auto-renewing direct debit, along with the details needed. As this was your request, we followed this.

Prior to renewal we do of course still write to our customers with a renewal invitation, and for those whose payments are automatically taken each year, we remind them of this.

We’re pleased you found the agent very helpful when you contacted us about cancelling your policy. You will see from the many reviews both here and on reviews.io that the usual experience of customers is excellent, and we take great pride in the support that our teams provide. We understand that you let the agent know that you use a different email address to the one you provided to us, and therefore did not receive your renewal reminder. Unfortunately, this was outside of our control as we can only rely on the correspondence details provided by the customer.

Had you been able to review the email to the email address you’d provided, you would have seen the reminder about your bank account being debited automatically and instruction to advise otherwise before your renewal date, together with details of the 'cooling-off' period (14 days) and the details of the premium and charges retained once the cooling off period has expired. It is highly disappointing for us that because you did not receive these communications, through no fault of ours, you have the perception that we just automatically take money without permission and are greedy.

Although we followed correct procedure in terms of the charge for post-cooling-off premium payable, we have now explained your circumstances to your insurers as we would rather you were not reluctantly staying with TH March simply because you feel you cannot cancel. In this instance, as an exception, insurers have agreed to cancel the policy back to renewal date rather than the date you advised you wished to cancel - meaning a full refund. We have written to you again and tried calling you to explain this so you can decide either way if you continue to keep your policy running or you do cancel after all.

Whatever you decide, we will of course action accordingly. We do hope that you will reconsider your impression of us - as we’ve mentioned already, so many customers feedback both here and at reviews.io about their positive experiences of our support, particularly when they need it the most such as during a claim. Doing the right thing for our customers really matters to us. We appreciate you taking the time to provide your comments.

Kind regards
Nat at TH March

Resposta da TH March

24/02/2026

Dear Peter

We were very pleased to read your review about the service from the team setting up your insurance for you. It's great to hear you confirm the processing was efficient, and the service excellent.

Thank you for your 5 star review.

Kind regards
Nat at TH March

Resposta da TH March

24/02/2026

Dear Denise

It's great to hear you think we're a great company to deal with, we do try our best to be helpful and make life easier for our customers.

We appreciate your 5 star rating.

Kind regards
Nat at TH March

Resposta da TH March

15/09/2025

We are sorry that you feel disappointed about the outcome of your claim.

Most insurance policies – no matter how specialist they are – do not cover valuables stolen whilst left unattended, particularly when left in high risk environments such as on a beach. When you purchased your March Guard jewellery insurance policy in the store, you were provided with a document called an “IPID” summarising things that are covered and not covered that explains the exclusion for items left unattended.

You will see from the reviews both here on Trustpilot and reviews.io that the usual experience of customers is excellent - particularly around hassle-free claims support and comprehensive coverage – and we take great pride in this, so are disappointed that your experience did not live up to expectations. The team work really hard on helping to achieve the right outcome when it comes to claims, and we are sorry that we were not able to help you in your circumstances.

Kind regards
Nat at TH March

Resposta da TH March

24/02/2026

Dear Elaine

We're delighted to read you found the insurance purchase process via our website easy. It's good to hear you are satisfied with the premiums quoted too.

Thank you for your 5 star rating.

Kind regards
Nat at TH March

Resposta da TH March

25/09/2025

Thank you for taking the time to write about your experience of obtaining a quotation and setting up your insurance with TH March. We're so pleased to read that you could not be happier with the service, and that Joanna's extremely helpful and informative approach was a very positive experience for you - to the point of being a 5 star score in your opinion!

Kind regards
Nat at TH March

Resposta da TH March

27/06/2025

Dear Aiden

We’re sorry that you and your fiancée were disappointed that underwriters were not able to provide a quotation for your engagement ring.

Often the team member on the phone is not provided with a reason for personal jewellery insurance underwriters being unable to offer a quotation, therefore there is usually no confirmation to the customer of why a quotation was not provided. However, I can say that not offering a quote can be because of all manner of details such as occupation, convictions, security, value or types of items, or even missing important information to name a few, and insurers will also be looking at covering the “risk” as a whole picture, including details on the partner sharing a home with the applicant and even sometimes public information about applicants or businesses that is revealed when underwriters may conduct background checks.

There can be various reasons that one insurer will not offer to insure someone, compared to another insurer who can accommodate or specialise in certain criteria. Our team are usually excellent at coming up with solutions where they can, and I can see that they made some suggestions of alternative insurance firms to try. I hope that this was of some help and you have been able to successfully insure your item.

I can also see that although they did attempt to call back immediately when asked, as you couldn’t take the call it meant another one had to be scheduled in and on that next occasion they fell short of their usual high standards. I am very sorry to hear that and will be looking into the reasons for their delayed callback. Our personal jewellery insurance team offer various channels including email, live chat, online forms, as well as phone, and open and close later than the rest of the business in order to try and accommodate those working 9 – 5. We do like to monitor demand beyond those hours too, and occasionally have changed opening times when this has been warranted, so we thank you for your feedback about preferring alternative opening times.

Likewise, we are grateful for your feedback about the website, and as we are constantly looking at ways to improve the online journey, we will take what you have said into account. As you will see from most of the feedback both here and at reviews.io, the usual experience of customers is excellent - particularly for those who need us during a claim - so we are disappointed that your experience trying to obtain a quotation did not live up to expectations.

Sorry that we were not able to help you on this occasion.

Kind regards

Nat at TH March

Resposta da TH March

23/05/2025

Dear Laura

We appreciate you taking the time to write about your experience with the team here at TH March. Thank you for the 5 stars for the quick, efficient, friendly service!

Kind regards
Nat at TH March

Resposta da TH March

22/05/2025

Dear Mrs Noble

Thank you for taking the time to write a review of your insurance purchase experience at TH March. We continue to work hard to make the online service as easy as possible for our customers to use, so we are delighted you have given this and our service a glowing 5 stars!

Kind regards
Nat at TH March

Resposta da TH March

28/04/2025

Dear Jane

Thank you so much for taking the time to write about your recent claim experience. We're absolutely delighted to hear that the team here at TH March made life easy for you in what are usually difficult circumstances. It's pleasing to hear that you felt that your tradesman, the loss adjuster and our team worked together efficiently for you so that all ended well.

We appreciate your 5 star review.

Kind regards
Nat at TH March

Resposta da TH March

28/04/2025

Dear Barby

It was a pleasure to read your feedback on your experience with our claims team recently. We're delighted to hear you felt we made it extremely easy for you, regardless of your distance and situation at the time. Thank you for commending our very helpful and efficient team, and for the 5 star review.

Kind regards
Nat at TH March

Resposta da TH March

28/04/2025

Dear Maggie

We wanted to thank you for taking the time to write about your recent experience with the team at TH March. We're so pleased you feel that the personal attention is what makes the TH March experience so great, and it's good to hear you appreciated the helpful and human approach.

Kind regards
Nat at TH March

Resposta da TH March

15/04/2025

Dear Elizabeth

We appreciate you taking the time to provide your 5 star feedback and are delighted with your comment about the team's excellent service.

Kind regards
Nat at TH March

Resposta da TH March

15/04/2025

Dear Susan

We are grateful for your feedback about the service here at TH March. It's always great to hear examples of our team's proactive service, and we're delighted that this has made for an easier experience for you.

Thank you for your 5 star feedback.

Kind regards
Nat at TH March