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march Customer Product Information
 

This insurance is optional and will meet the demands and needs of a UK resident requiring insurance for jewellery or watches in the United Kingdom, Channel Islands and Isle of Man plus up to 30 consecutive days elsewhere in the world any one trip.

The insurance is administered by T H March & Co. Limited, Hare Park House, Yelverton Business Park, Yelverton, Devon, PL20 7LS, and they are authorised and regulated by the Financial Conduct Authority (FCA). This may be checked on the Financial Services Register on the FCA’s website.

In the unlikely event that you may wish to make a complaint, this should be directed to T H March. The complaints procedure is detailed in your insurance documentation.

It is important you read the certificate as this details the terms, conditions and any restrictions in cover.

Click here to download the insurance product information document (PDF)

 
 
 
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Protection your jewellery deserves
march Add theft, damage & loss Insurance from T H March

The insurance value is higher than our selling price and is the estimated replacement cost if our Diamond Heaven discount were no longer available at the time of a claim.

1 year cover for £62.73 inclusive of IPT

3 year cover for £114.74 inclusive of IPT

Our UK customers can insure their purchase with MarchGuard cover from T H March, providers of specialist jewellery and watch insurance since 1887.

Main Policy Benefits
  • No excess on claims
  • Simple and easy to arrange
  • Accidental loss*
  • Accidental damage*
  • Theft cover*
  • Worldwide cover (up to 30 consecutive days abroad)
  • All claims are processed through Diamond Heaven (repair or replacement)
  • For 3 year policies, protection is included against price inflation on replacement items (see certificate terms for details)

* Subject to terms and conditions of the policy

Click here to view / download the insurance product information document (PDF)
Click here to view / download the full policy wording document (PDF)

Please be aware:
  • This insurance is for UK residents only
  • There is no cover for wear and tear
  • There is no cover for items left in unattended baggage or in an unattended vehicle
  • There is no cover for any free gifts or accessories that may have come with the purchase
  • There is a 14-day cooling off period
  • This insurance is NOT renewable after the initial term
  • The policy wording provides full details of cover and exclusions and you are requested to read this.

Important notice: Whilst many home insurance policies may cover certain pieces of jewellery or watches we would advise all customers to check their policies closely. Certain household policies have restrictions on watch and jewellery cover, and may include limitations such as, no accidental damage cover, no cover outside of the home or cover for holidays abroad. They may also restrict your choice of jeweller for repair or replacement. In the event of a household insurance claim, you may be expected to pay an policy excess and any claims made may affect your future premiums.

Complaints Policy

How we deal with your complaints

This complaints process will be used if you purchased a product or service from us and you’re not happy with the outcome. This includes:

Making your complaint

If you want to make a complaint, you should contact the Diamond Heaven store directly and let them know your concerns.

If your complaint is about an online purchase, please contact us on [email protected] or call us on 0121 200 1300.

Aggressive behaviour

It can be stressful to make a complaint and we appreciate things get frustrating when they don’t go right, but we won’t accept poor treatment of our staff while dealing with your complaint, including:

  • Aggressive behaviour
  • Abusive language
  • Unreasonable demands – like demanding that someone talks to you immediately or that you must speak to a specific person

If you behave this way, we may end the conversation or ask you to leave the store. If, despite warnings, you continue this behaviour we might limit our communication with you to email or letter only.

Solving the problem informally

Diamond Heaven might offer to talk through your problem informally instead of starting the formal complaint process. Talking through your problem might be quicker and less stressful.

If you don’t want to talk informally or it doesn’t help, Diamond Heaven will deal with your problem as a formal complaint.

Step 1: Your local Diamond Heaven investigates your complaint

A store manager will investigate your complaint. If your complaint is about the Diamond Heaven store manager or your complaint involves them, the company will appoint an alternative manager to investigate instead.

The appointed person will send you a formal reply. You'll usually get the reply within 6-8 weeks. They’ll let you know if it’s going to take longer.

Step 2: Ask for the complaint to be reviewed

If you’re not happy with the response to your complaint, you can ask for this to be reviewed by our complaints team.

The details of how to ask for a review will be outlined in the response to your complaint – you should ask within 4 weeks of getting the response.

When you ask for a review, explain which parts of the investigation or response you’re not happy with.

How we review your complaint

Our complaints team review the complaint investigation to check that:

  • Your complaint was investigated properly
  • The response covered all the issues you raised
  • The response was fair and reasonable

Our complaints team will usually finish its review and tell you their decision within 8 weeks of getting your request for a review.

Step 3: Alternative dispute resolution

If you’re still not happy after our review, you can ask the National Association of Jewellers (NAJ) to look at your complaint. The NAJ are separate and independent to Diamond Heaven and will attempt to mediate a satisfactory outcome.

The NAJ’s decision is the final stage of Diamond Heaven’s complaint process.

If you are unhappy with how the complaint was handled, you can contact the Finanical Ombudsman by following this link.

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