ComplaintsforJewelers Mutual Group

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sent a bill to pay around $600. I called to make the payment and the rep said it was around $1100. She was unable to tell me why. Said previous agent possibly made a mistake by charging less. Asked for supervisor. She said someone would call me but never did. This company then cancelled my coverage. I have attempted multiple times to pay my policy. I have multiple emails and letters saying my account can reactivate by paying my premium. Now I am being told my policy cant be renewed due to the high value of my jewelry although it went through underwriting and all required documentation and verification I was asked for. ******** was covered for years with zero claims on my behalf. Now they wont reissue my policy. Seems to me that they are using the missed payment as an excuse and now giving me a different reason for canceling my policy. I am asking for my account to be reinstated. Im happy to pay my premium to proceed with my coverage. They made a mistake on the billed amounts and now they cancelled my policy. I did nothing wrong. If there was a missed payment due to mistake on their end, then why are they now cancelling for a totally separate reason although I had been insured for months and years. I dont find it fair

  

  Business response

  07/01/2024

  *****, we communicated the precise details of our decision to you through a private correspondence to keep your personal details from being shared publicly. Regretfully, we are unable to reconsider or reverse our decision at this time.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jewelers Mutual has been covering a gold men's wedding band for us since 2020. The cost of gold has severely inflated over the last 4 years. However, we were not given a proper Inflation Value Adjustment, given the cost of gold. My husband's wedding band has gone missing and we are unable to replace the ring, given that we were only given a total 6% increase--although gold inflation is MUCH higher. *******'s mutual self admitted stated they have seen the majority of policies get a 10-15% **** per year, but were unable to explain why we did not receive one. I have asked for our claim to be reevaluated, but was refused. Our jeweler--who we originally purchased the ring from and have brought to for cleaning, etc--appraised our lost ring at 1500, which *******'s Mutual Ignored. We would like our ring replaced for the proper cost.

  

  Business response

  05/07/2024

  Hello *********.  

  Thank you for sharing your feedback. Jewelers Mutual offers a value-added service known as an "Insurance Value Adjustment"or ***** for our policyholders. An *** is a yearly percentage increase to a policyholders coverage limit (and consequently, a policyholders premium) that attempts to provide adequate protection in an ever-changing marketplace. We will only apply an *** at renewal, when the appraisal for a policyholders item is older than two years old. Some states, such as **********,*************, and ************, limit the amount of *** we can apply in a year; therefore, the amount of *** applied may vary based upon the location of a policyholder.  We apply the maximum *** allowable in a policyholders state to eligible items on their policy.

  
  While we do our best to estimate the amount of coverage our policyholders may need in the event of a loss, it still may not be enough. Thats why we strongly recommend our policyholders reaching out to their jeweler, even after an *** is applied, to determine their items value and add updated appraisals to their policies.
  Lastly, if an appraisal is submitted after a claim is filed, we are unable to retroactively adjust values.

  If you have any other questions regarding our policy or your experience, we welcome the opportunity to talk with you further. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a high value insurance policy.My husband stole my ring and pawned it. We began the divorce process.I reported the theft to JM, they said (to my surprise) that it could be covered and to open a claim.In the end, this was a tactic to keep my policy going longer.I sold the other high value item and cancelled the policy.There was no confirmation of the cancellation so I called back and then sent a corresponding email confirming my wishes to cancel.I received no refund of the prorated portion of my policy (despite being told I would).I followed up regularly for several weeks, but then it fell off my list (I'm busy, I figured they would send it eventually).Today, I received an email saying they were auto-deducting my full premium for the policy (next year) despite me cancelling both items over six months ago (its December, my ring was stolen in April and my other was sold in May)I have had too many touch points with JM for this to be a simple error. I have contacted them repeatedly, including again this morning.They show no remorse or intent to fix it (despite me having the evidence of cancellation in writing!)I'm not even sure how to stop them from taking more of my money even though I no longer own the jewelry, much less getting the prorated amount of the policy back that they owe.Be aware.

  

  Business response

  12/20/2023

  *****, our team is genuinely grateful for the chance to connect with you and discuss the situation further. We hope we were able to meet your satisfaction. If you have any further questions, please feel free to contact us.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, they have offered to give me exactly what they owed me six months ago, but they have not sent the money owed, nor offered anything for the time and energy it has taken for me to resolve this. They initially said I didn't cancel my account in writing (despite their written policy that plans could only be cancelled over the phone), but I replied with submitted several emails to the business showing my attempts to have them cancel my account in writing (even though again, I did not need to cancel in writing). 

  After engaging with this business for SIX MONTHS for the money owed, I'm thankful that they have finally acknowledge they owe the refund (after ignoring me for six months and then issuing a letter saying they were auto-deducting the next payment on the account I closed). After what I have been through with this unethical vendor, I do not trust them to actually issue the refund, I will not be satisfied until I have the actual refund.

  I will consider closing the complaint after I received MY money. I do think that they should be offering an apology and compensation for the abhorrent behavior, especially with the volume of written documents that I have to the company and how their mishandling of my account impacted me. I sent many 'warning' emails before taking it to the BBB, following up every 1-2 weeks for six months and their swift reply after finally filing a BBB complaint furthers my concern that they mistreat customers as a matter of normal business practice. They have shown no remorse for their error, despite acknowledging it was their error.

  Fraudulent business practices shouldn't be tolerated.

  
  Regards,
  
  Aryst Flowers

  

  Business response

  12/28/2023

  *****, I sent you a follow-up email containing the reference number of the check we sent out on 12/20/2023. We hope we were able to meet your satisfaction. If you have any further questions, please feel free to contact us.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to jewelers mutual to get coverage on my new ring from a previous claim in 2021 2 months after receiving my ring using all my same information from my first policy. I spoke to someone they pulled up my info seen my policy never advised me of any issues, I was advised to submit my paperwork online.I paid for coverage on my new ring 4/28/22 I normally due yearly so I was unaware that I selected coverage as a 6 month policy.. December my coverage canceled due to non payment.. I called in and got the policy rewritten for $210.00, my coverage was backdated to December, He discovered two policies then and found the most recent one to open back up/ I had no issues here!Come to July 22nd ********************************************************* a federal prison I literally went through h*** trying to get in contact with someone to look for the ring or just talk to someone. I contacted my insurance company July 24th 2023 and advised them of the lost ring Claim number 14-188949 July 27th 2023- ***** requested my ID, Police Report, Letter of what happened, Appraisal paper work.. July 27th 2023 -sent info in to ***** ****** 4th 2023- Sent ID again and my jeweler info ****** 8th 2023 - Claim was approved and was told to sent approval paper work when I was happy with the ring 8/23/23- Ring was done being made / Went to view ring // approved ring and sent approval in to *************************** 8/24/23- ***** stated my claim was being reviewed and would get back to me in 3 business days.. 8/30/23- No contact from ***** after longer than 3 days so I requested a update 9/1/23- Requested another update from ***** 9/5/23- Received an email from *************************** stating they are reviewing the claim and do not need any additional info 9/8 ***** asked for ANOTHER copy of ID 9/13 ********************* reached out asking for a in home interview 9/18 Received email stating I had no coverage due to a previous claim and my insurance was canceled and declining to rewrite coverage. I won't be covered because of no coverage and concealment of information.I never received cancellation paper work if I did I would have just went with another comp. I talked to jm several times and no mention of this and went through underwriting.. but they claim underwriting denied further coverage..They still accepted my payments.. After that email they took away my access to my portal where all the correspondence resides.. I am heartbroken! I lost ,my ring and I was sad but I was ok because I knew I was covered with my insurance I had complete faith in this company, And they went to extremes to not cover my replacement.

  

  Business response

  09/28/2023

  ******, we communicated the precise details of our decision to you through a private correspondence to keep your personal details from being shared publicly. Regretfully, we are unable to reconsider or reverse our determination at this time.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for insurance on my ring. Upon answering the initial questions I made a "human error" in answering a question about whether or not I had an existing claim on this ring. The ring I was insured at the time did not have any damage to it. However without thinking I did have a previous claim through another insurance company years prior. Where my center stone snapped off. I got it replaced with a new diamond, but now this diamond is chipped. I went almost a year with this ring being insured through Jewelers Mutal when upon inspection at my jewelers they noticed a chip so I filed a claim. This claim was approved. On the day I went to pick out a new stone I was made aware that after 2-3 weeks my claim was now denied. I spent a couple of weeks trying to appeal the case as again...the question I answered initially was totally misunderstood and I checked the wrong box. Jewelers Mutal now says there is nothing they can do and is still denying my claim. They refunded me my yearly dues. However, they did renew my policy. So now I have a chipped diamond which again is a COMPLETELY different diamond from the previous claim and they are telling me there is nothing that can be done after I made a human error and had a total misunderstanding of the question. They are now telling me that I am committing insurance fraud.

  

  Business response

  09/27/2023

  ******, were sorry you did not receive the outcome you were hoping for regarding your jewelry claim. After further review and careful consideration, we have determined that we will not be reversing our decision. If you have additional questions, wed be happy to speak with you further.

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  First of all, my name is ***** and not ******. I do not believe they have given me a fair appeal. There is no justification to show that I maliciously answered the question wrong. All I get is ..."I am sorry". I would like to have a meeting with the entire board to prove that this was a case of purely misunderstanding a question. 
  
  Regards,
  
  *************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid my annual premium on 5/31/23. A few weeks later, got an email that my jewelry wasn't insured because I didn't pay. Sent them a message that I had renewed and then they responded on 6/20/23 that they had no record of payment. Had to send credit card statements in order to prove I paid and then they magically found my payment and reinstated my coverage only to THEN charge me again a month later. Sent an email asking why I was billed a mysterious charge when I have no auto payment set up only for them to AGAIN deny charging me. Just sent credit card statement again for investigation and had to dispute it with my credit card. This company is scamming people and fraudulent. DO NOT GIVE JEWELERS MUTUAL YOUR CREDIT CARD INFORMATION!

  

  Business response

  08/01/2023

  ******, we are grateful we had the opportunity to talk with you regarding your experience and help ease your concerns. Your feedback is greatly appreciated so we can look at areas of opportunity for improvement in our processes. We hope you are satisfied with the outcome from the call. Please let us know if you have any additional questions or concerns. 

  Customer response

  08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I lost my engagement ring and wedding band while shopping, I filed my claim and on June 2 was assigned an examiner on 6/6 at 10:35am she requested I submit several documents; I sent those within 2 hours at (12:10pm) of receiving her email and a message from their hub, I uploaded everything on the hub as EXPLICITLY requested by them on the email I got. I also got a week later a physical letter from them, so just to make sure we sent an email to them to "make sure" via our gmail on the 6/12 10:37am. It says there we should hear from them between 5-7 business days. I emailed via the Hub on 6/14 and 6/16 and haven't gotten an answer, I then email my examiner directly on 6/15, 6/17, 6/20 and I called her on 6/15 and 6/20 and have left voicemails both times and no answer. I decided I was going to call their 888 number to see if they could shine a light on what is going on. I spoke with a representative and she said she could only give me limited information as she didn't have access to my examiner's file. She tells me that apparently in their system my files were received on "JUNE 12TH" and that right now in the summer it's taking them between **** business days for claims to be processed so I just had to hang on while it got processed...Excuse me? I submitted my paperwork on the 6th like requested by my examiner on her email on the **** and I told her, I see here even the **** that I sent these and uploaded them. How is it possible that she sees these for the 12th? I know, apparently the examiner is taking the email I sent via my gmail as the "proof" not the the documents I uploaded on the **** So now she has put me several days behind on my claim being processed. Why do you even ask then for the stuff to be uploaded on your portal if you don't do anything with it? Just ask for the stuff to be sent via email to you. Why do you assign an examiner if they don't even have the courtesy to answer to their customers and tell me hey I got it on the 12th wait **** days.

  

  Business response

  06/21/2023

  Hello - We strive to provide the best possible care for our customers. We apologies you did not have a good experience and will provide coaching to our team to ensure this does not happen again. 

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally insured jewelry through Jewlers Mutual group. However I switched providers and decided to cancel my insurance with Jewlers mutual. I sent an email last June informing them to please cancel my policy. Come last week and I got an email stating that my policy is renewing. I emailed Jewlers Mutual and immediately informed them to please honor my request from last year to cancel my policy and refund me any money they might have charged me. Today I got another email about how inflation has changed the coverage amount for my policy. My policy number is 24-1362048

  

  Business response

  06/01/2023

  We appreciate the feedback regarding your experience, *****, and we're grateful we had the chance to connect. We have since canceled your policy and have expedited your refund. If you have any other questions please do not hesitate to reach out. Thank you for the opportunity to serve you.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/27/2023 I filed a claim against my policy due to a robbery that occurred while I was traveling back home from a business meeting. I called the police and made a report and then I called my insurance company the next day. I notified them of the pieces of jewelry that was stolen which was my dads ring he gave me before he passed away, my wedding ring, and my movado watch. Upon filing the claim, I waited 30 days before I called to check upon my claim was notified that I needed to speak with an investigator..hmmm. RED FLAG TO ME. Ok, so sure scheduled the call. Spoke with the investigator 2 weeks ago and now they are saying I need to speak with a detectiveAt this particular point Im thinking this company is a complete ripoff. You have the police report, you have the appraisals, and now you are questioning my claim with all these unnecessary steps because you, as an insurance company, dont want to pay for my jewelry that was insured. From the looks of it seems I may have to get a lawyer involved with the negligent handling of my claim on this insurance company part. Definitely RUN AWAY FROM THIS COMPANY!

  

  Business response

  04/14/2023

  *****, thank you for sharing your feedback regarding your claim experience. Due to the nature of the loss we assigned an independent adjuster to meet with you to gather information including a copy of the police report. On Monday, April 10, 2023 we received the adjuster's second report and we are in the process of reviewing it. Once the review is complete, we will be able to determine next steps in the claim investigation. We will contact you next week and appreciate your patience. If you have any additional questions in the meantime, please feel free to contact us.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In reference to claim number 14-177578 placed with Jewelers Mutual. On the date of 3/8/23 I was at the beach with a couple of my friends playing a game of volleyball I lost my engagement ring. I filed a police report on that date and I didnt receive a finalized copy of the report until about 3-5 days later, when I did, I submitted the document to my claim adjuster and she replied with a email requesting that I send in a couple more documents and asked that I wait 5-7 days for a response. On the 7th day when I didnt receive a response from my adjuster, I emailed her yet another email as well as contacted her via the online communication hub and I also called and left her a voicemail with my name and my contact number to reach me at. I havent heard anything from this adjuster as of this date. *** contacted the Jeweler that *** requested to have my ring replaced by and asked them have anyone from Jewelers mutual reached out to them on my behalf and was told No. Im extremely frustrated with this process and all Ive been asking for is communication in this matter and Ive been getting the opposite of that.

  

  Business response

  03/28/2023

  Hi ********. Thank you for sharing your feedback regarding your experience. We apologize for the communication issues. We attempted to call you but the phone number provided is not working and we were not able to leave a voice mail message. If you could please provide information on the best way to reach you we look forward to reconnecting with you regarding your claim. Thank you.

  Customer response

  03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  Yes an attempt was made to connect yesterday 3/27/23, not sure why the business couldnt leave a voicemail? With that being said when trying to reconnect via phone it was after hours, this business has more then one platform in which communication can be made. Email, phone and a online communication hub within there website. My phone number is ************, theres more then one way I can reached. 

  Regards,
  
  *****************************

  

  Business response

  03/28/2023

  We have reached out and have provided next steps as we work further on the claim that was submitted.

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩