Customer services

Services

Jewellery & Watch Insurance

Premier Care from the UK’s leading specialist warranty provider Domestic & General Insurance PLC.

We Understand What's Precious To You

H.Samuel is one of the UK and Ireland's leading jewellers. As part of our unrivalled services, Premier Care gives you peace of mind knowing that your valuable item is protected wherever you are in the world (limits and exclusions apply).

Unlimited Claims For Your Most Treasured Belongings*

Whether your item is broken, accidentally damaged or stolen, Premier Care from H.Samuel is here to put things right. You won’t pay any excess and can claim as many times as you need*. Please note that while a watch is still within its manufacturer’s guarantee, the policy will take care of theft and accidental damage only.

*Please refer to the Terms & Conditions for information on valid claims and the claims procedure.

When A Repair Is Not An Option

We will always try and repair your item first, but sometimes things simply can’t be fixed. And what if it gets stolen? In either case, for valid claims we will replace your item with an identical model. On those occasions where this isn’t possible we will make every effort to offer you a suitable replacement. Once your product is replaced, your policy will end immediately.

The Benefits Of Premier Care

Available for a total of 2, 3 or 5 years, depending on the price of your item at the time of purchase

  • Accidental damage
  • Mechanical breakdown (for watches)
  • Worldwide cover
  • Theft with force or break in
  • Your item repaired or replaced
  • No excess
  • Unlimited repairs

Where To Buy

Premier Care is available in most H.Samuel stores.

Please contact our customer services for more information.

Telephone Number: 0800 458 1065*

E-mail: customer.services@hsamuel.co.uk

* Calls are free from all phones, whether mobile or landline. Opening hours: 9am - 5.30pm Monday to Friday, 9am to 1.00pm Saturdays.

Main Exclusions

  • Wear and tear
  • Theft without force, including pickpocketing
  • Loss of the item
  • Breakdown covered by another gaurantee or warranty

For a full list of benefits and exclusions please pick up the platinum care leaflet in store

Cooling Off Period

If you change your mind, the cooling off period for Premier Care is 30 days from the day of purchase. If you cancel during this period, we will refund any premium paid.

How To Cancel

For details of how to cancel your policy, please refer to the terms and conditions in your leaflet.

Making A Claim

Visit your nearest store where one of our professional members of staff will be pleased to help you. You will need to bring the leaflet handed to you when you took out the policy, your item (unless stolen) and your till receipt(s) for both your policy and item.

If your item has been stolen, you will need to report the theft to the police to obtain a unique crime reference number before making your claim. Please note that you must claim within 30 days of an incident.

Customer Services

For Premier Care customer services: call 0800 597 8622, write to Domestic & General at Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP or email by clicking on ‘contact us’ on their website: www.domesticandgeneral.com

Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays).

If you wish to complain or you are unhappy with any aspect of this policy, please contact Domestic & General Insurance PLC’s customer services team (see details above).

If you have any feedback please contact us on 0800 458 1065, write to customer.services@hsamuel.co.uk or to Customer Services, Signet Trading Limited, Hunters Road, Hockley, Birmingham. B19 1DS.

If you are not satisfied you can ask the Financial Ombudsman Service (FOS) to review your case. They can be contacted at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, or by email at: complaint.info@financial-ombudsman.org.uk

Referral of your complaint to the FOS does not affect your right to take legal proceedings.

Company Information

This Policy is provided by Domestic & General Insurance PLC. Registered in England and Wales. Company No. 485850 Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS. Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number 202111). The address and details of their authorisation can be checked on the FCA website (https://register.fca.org.uk) or by contacting the FCA on 0800 111 6768.

Signet Trading Limited. Registered in England & Wales. Company No. 03768979. Registered Office: Imperial Place 3, Maxwell Road, Borehamwood WD6 1JN

Signet Trading Limited trading as H.Samuel.