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We work closely with customers and insurers to settle claims quickly and fairly. We will lead you through the process every step of the way.
LMG operates under strict time deadlines for all insurers. We all want to settle your claim as quickly and as fairly as possible.
In some cases, your insurer or appointed loss adjuster needs to consider other factors before agreeing to the settlement for your jewellery loss.
LMG will keep you updated throughout your claim and if you do not hear from us then it is most likely that we are still waiting for authorisation to proceed from either your insurer or their appointed loss adjuster.
LMG is an independent company that has been employed by your insurer to gather as much information as possible regarding the details of the lost, stolen or damaged items. One of LMG's valuers would have spoken with you on the telephone and your description of the items together with any documentation, photographs and receipts would have formed the basis for this assessment of your claim’s value.
In the event that you have not been able to provide any proof of ownership confirming the value of your items, their value would have been assessed as those of a typical type and value as those generally available in the UK jewellery market.
However, if you are unhappy about any aspect of the LMG validation process please call us on 01225 788700.
LMG will advise if there is an excess for you to pay as part of your insurance claim. If so, this is a requirement stipulated by your insurer, as opposed to LMG, and MUST therefore be paid in accordance with the terms of your insurance cover.
Thank you for allowing us to see your photographs. They form an integral part of our assessment process.
So that we guarantee our ability to replace your items at the right price, our practice is to only return your photographs once we have completed the full assessment of your claim.
If, however, you particularly need your photograph(s) more quickly, please call us on 01225 788700.
LMG and our retail jewellery shop partners are determined that you are delighted with not only our service but also the quality of the replacement items.
If for any reason, you are not totally delighted with your purchases please, in the first instance, discuss your concerns with the chosen retail shop.
Whilst we have every confidence that they will do all they can to rectify matters, if you are still not totally satisfied, please call us on 01225 788700.
Yes, certainly.
Perhaps you are going on holiday or making a visit to another city?
Please look at the 'GemCard Store Loactor' page on this website and key in the postcode of where you are going to be or use the map search.
Alternatively, please call us on 01225 788700 and we will be happy to talk through alternative jewellers in other areas and to confirm this by forwarding you other lists.
LMG has a separate division, Personal Jewellery Service, which can arrange for the someone to visit you at home or to deliver selected replacement jewellery directly to you.
Please call us on 01225 788700 so that we can assist you with this tailor-made service.
Yes, we will send you a link to login to our customer portal, Claim Companion. Claim Companion will allow you to manage your claim from your smart phone, tablet or computer. If you have already been sent your logon details, you can access Claim Companion by following the link below.
Our skilled technicians will put the sparkle back into your treasured possessions. You will be delighted with the results.
Yes, completely, we use Royal Mail Special Delivery, an extremely safe and secure method of collection and delivery. All items are fully insured in both directions, with Royal Mail and LMG's own bespoke insurance policies. All parcels are opened under CCTV and items digitally photographed upon receipt at LMG.
Over the past 8 years, LMG has sent and received more than 100,000 such parcels.
We inspect the item carefully, including any specific information of the hallmark. Wherever possible we will establish the manufacturer's quality and use the purchase information along with any pre-loss valuation. Detailed measurement of the vacant setting gives us an estimated size, this is then followed up by hand selecting the replacement stone to fit the setting exactly.
Most repairs are completed within 4 weeks. It can take a little longer if the replacement gemstone is rare or must be specially cut. If an item requires complex antique restoration or making by hand, this can also add some time to the repair process.
Yes, we provide old cut gemstones and antique diamonds in keeping with your precious items.
We will send you a colour chart leaflet to identify a similar shade. We can then work closely with you to ensure and send stone to you on approval to get the colour just right.
Yes, LMG has a design service and can work with you to achieve that special one-off design.
In the unlikely event that you are not satisfied with the repair, we are happy to have the item back to re-inspect and have any alterations completed as a priority.
In the unlikely event that you are not satisfied with the repair, we are happy to have the item back to re-inspect and have any alterations completed as a priority.
Yes, LMG oversees the repair of most prestige watch brands, utilising the original manufacturer, where possible, and ensuring the brand integrity.
Enjoy the choice of shopping with style through our comprehensive website, or a more personalised home visit with one of our expert jewellery consultants.
LMG utilises Royal Mail Special Delivery, which is extremely reliable and fully insured. The jewellery can be delivered to your home or place of work.
LMG supplies a vast array of product from a simple gold chain to intricate hand-made bespoke pieces; delivery can take up to 8 weeks, but for more standard items, generally between 4 and 6.
You can return the item(s) within a 30 day period for any reason. If you wish to return an item(s) please call LMG and we will arrange for a pre-paid Special Delivery envelope to be sent to you immediately.
All jewellery with a value over £500 is accompanied by a comprehensive valuation detailing the description and specification of the piece along with an image. These details are kept on our secure database in case of a future claim, but in line with GDPR rules and regulations.
Yes, for items of a bespoke nature and upon request. LMG utilises the latest jewellery design software to produce an extremely realistic image of your item. This can then be sent to you for your approval to ensure that the item is as required prior to its manufacture.
The easy and convenient way for you to select your replacement jewellery from over 1,200 high street retailers at a time that suits you.
Yes, in as many shops as you wish.
If you do not spend the full value of your GemCard in any one shop, the reduced balance will be available to spend immediately.
GemCards expire 12 months after issue. However, if you need more time, and after a necessary security check, GemCards can be extended for a further period of 12 months. Call 01225 788700 if you wish to extend your GemCard.
This is at the discretion of the individual shop that you have selected. Prior to your purchase, please explain that you wish to use a GemCard for your jewellery purchase. If the shop is accepting a GemCard as payment, they are entitled to sell the item at the non-sale price.
Your GemCard can be used online at www.personaljewelleryservice.com. Unfortunately, no other retailers are able to accept the GemCard online at this time. However, you can use your in store at GemCard at over 1200 locations nationally which you can access at our shop locator.
If your items have been valued on a second-hand basis, we would expect you to be able to replace with suitable goods in LMG's contracted jewellers that stock second-hand items.
In some cases, shops may be unable to accept the GemCard for purchases of particular second-hand items, and should this be the case, please contact us on 01225 788700 for advice.
Yes, with your permission, as obviously the policy may be in your name but the jewellery may have been owned by others within your household.
No. The GemCard is valid only for purchases in our network of contracted stores.
Insurers prefer to settle claims with appropriate replacement goods rather than cash. This is how they are best able to return their customers to the position they were in before the incidence of loss. However, in some circumstances insurers will consider cash settlements, but such cash settlements may be for a reduced financial value.
No. The assessed value of your claim has been set at UK High Street prices and as such is VAT inclusive. However, if you would like to purchase your replacement goods abroad, please call 01225 788700 so that we can arrange an alternative purchase mechanism, which reflects differing overseas prices.
LMG has contracts with over 1,200 stores nationwide (both national chain stores and local independents), which gives you a vast choice of replacement options. They all offer the highest standards of customer care and all jewellery is supplied with a 12 month guarantee.
If you choose a non-contracted shop, LMG cannot guarantee these aspects. We therefore strongly recommend that you check out the merchandise and the prices on offer in the contracted shops before deciding on any alternative.
However if you still want to select your replacement jewellery in a particular shop that is currently not on our list, please call 01225 788700 so that we can check whether this can be arranged.
GemCards are valid for branded jewellery and watches, however there may a small number of brands for which some retailers are unable to accept GemCards. If you are unsure, please contact us to check prior to visiting your chosen store.
Unfortunately GemCards are not valid for purchases of Rolex watches. If your claim was for a Rolex watch you will receive an alternative settlement to the GemCard.
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