TH March - London Office Reviews 5

Reply from TH March - London Office

Dec 17, 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

Reply from TH March - London Office

Apr 7, 2022

Dear David
No doubt our team explained a lot of this to you already, so it may not be of comfort - the fact that we are insurance brokers, with access to only one market when it comes to insuring jewellery and watches on their own. This means that from time to time when underwriters find that a customer’s information doesn’t match the criteria that fits into what they need to underwrite, they will be unable to quote, and we’re not able to help further with standalone insurance. We do try and provide guidance on other possible options, such as specialist home insurance, but if you'd like further guidance, do get in touch again. It is the nature of the business that different insurers follow their own different criteria when designing their products, setting their rates and underwriting rules. Although it might not be of comfort, we wanted to reiterate this to you, and to say that we do understand why it’s frustrating to not be able to get the insurance quotation for which you are looking and are sorry we cannot help you.
We wish you luck in your continuing search.
Kind regards
Nat at THM

Reply from TH March - London Office

Dec 31, 2021

We are sorry to learn you did not receive either of your renewal notices in the post. Due to the policy having lapsed no claim can be submitted and you are unable to make a claim. Your comments have been forwarded to the necessary departments. We understand that a member of the team has tried to contact you this morning and left a message on your voicemail to discuss your comments further.

Kind Regards
THM