TH March - Sevenoaks Office Reviews 4

Reply from TH March - Sevenoaks Office

Apr 28, 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

Reply from TH March - Sevenoaks Office

Jul 31, 2024

Dear Gareth

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

We are sorry that we had cause to cancel your policy due to the watch being purchased from a friend. It can be frustrating for us as a broker, as 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.

In this case, insurers will not cover watches when they have been purchased from a friend as opposed to a reputable jeweller or dealer. 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 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. 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.

Kind regards
Jo at TH March

Reply from TH March - Sevenoaks Office

Oct 10, 2022

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

Reply from TH March - Sevenoaks Office

Apr 29, 2022

Dear Genette
Wow, what a lovely thing to say about us - that we are the best you have ever dealt with. Other than knowing we were able to be there to help when you needed us, we could not ask for more! We are pleased that you think the service is"amazing" and that you felt informed throughout your claim experience.
Thank you for taking the time to review us and thank you for your loyalty all these years.
Kind regards
Nat at THM