Customer Services

Customer services

Services

Jewellery & watch insurance

Premier care from Assurant General Insurance Limited. H.Samuel are agents for Assurant General Insurance Limited. The insurance service to protect your precious purchase.

All part of the service as the UK's leading jeweller, we want to ensure that you have years of enjoyment from your purchases at H.Samuel. As part of our superior service, we also offer you the choice of taking out PremierCare insurance.

Taking the option to purchase PremierCare ensures that the items you purchase from H.Samuel are protected in the event that they need to be repaired or replaced due to accidental damage, theft, robbery or as a result of standard peril such as damage or destruction caused by storm flood or fire. In addition, watches are covered for breakdown after the expiry of the manufacturers' guarantee.

The cover provides repair or replacement of your insured items. If we can repair the insured item to restore it back to its original condition, we will. However, if we are unable to repair it or, if the item has been stolen, we will provide a like for like replacement. If the original item is no longer available, we will provide you with a replacement item up to the original purchase price.

Depending on the insured goods full selling price, at time of purchase, goods can be covered for 2, 3 or 5 years. * Full terms and conditions available in-store.

Benefits of PremierCare

  • Comprehensive insurance cover protecting your purchase in the event that it is accidentally damaged, stolen or in the case of watches, breaks down after the manufacturers' guarantee has expired
  • Replacement or repair from any H.Samuel store
  • Like for like replacement where possible
  • Worldwide cover for your insured goods
  • No excess to pay in the event of a claim

Main Exclusions

  • Damage caused by general wear and tear, denting and scratching
  • If the item is stolen from a motor vehicle, unless the vehicle is locked at all points of access and all the security systems are activated and the insured item is concealed out of sight in the locked boot or locked glove compartment
  • If a theft is not accompanied by signs of force being used to enter or leave
  • If the insured goods have been lost or mysteriously disappeared

Cooling off period

If you change your mind, the policy can be cancelled within the first 30 days of cover. During this period a full refund of cover** will be given provided no claims have been made and the certificate is returned to the store. * Charge for cover is the total amount payable by you in relation to this insurance.

Making a Claim

If you need to make a claim simply call into any H.Samuel store with the damaged item (where applicable), your certificate and your original till receipt. H.Samuel staff will be happy to assist you.

Administration and arrangement services agreement

H.Samuel will provide you with services in relation to arranging and administering this insurance including undertaking to assisting you in the making of any claim including valuing your claim, advising you in respect of the claims process and dealing with Assurant General Insurance Limited on your behalf. In consideration of H.Samuel providing the services to you, it will be entitled to charge you a fee. This fee is payable to H.Samuel in addition to the premium due to Assurant General Insurance Limited under your insurance contract.

Customer Care

Although H.Samuel and the insurer, Assurant General Insurance Limited, set ourselves high standards, if we do not meet your expectations and you are dissatisfied in some way we would like to know. In the first instance, please contact: The Customer Services Manager, H.Samuel, Hunters Road, Hockley, Birmingham, B19 1DS. Telephone: 0800 458 1065* or email: customer.services@hsamuel.co.uk.
* Calls charged at local rate. May be recorded.
If your complaint is regarding the policy or a claim against the policy, then please contact: The Complaints Dept, Assurant General Insurance Limited at 117-119, Whitby Road, Slough, Berkshire, SL1 3DR. Telephone: 0844 871 1248 or email: uk.complaints@assurant.com. On receipt of your complaint the insurer will provide you with full details of the complaints procedure including contact details for the Financial Ombudsman Service who can review your case should you remain dissatisfied.

Data Protection

H.Samuel is a member of Signet Trading Limited group of companies. Signet Trading Limited and Assurant General Insurance Limited are committed to maintaining the personal data that you provide in accordance with the requirements of data protection legislation. Full details of the protection and use of your personal data is contained in the certificate of insurance. This document is freely available, prior to purchase, from any H.Samuel store. PremierCare is underwritten and administered by Assurant General Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735. You can check this on the Financial Services Register at www.fca.org.uk/register or by calling 0800 111 6768.

Deposits

A deposit can secure that special item for someone you love.
Please ask in-store for details.