Replacement service
Our replacement service

Creating memorable moments for your policy holders


At Hallmark, we believe in going the extra mile to deliver a World Class Customer Experience. This is why we offer a unique Personal Jeweller service through our nationwide network of high street showrooms.

We have a Personal Jeweller in every showroom who is specifically trained and accredited to manage insurance replacement claims and therefore care for your policy holders fulfilment needs until they are completely satisfied. Your policy holder’s claims journey doesn’t stop at settlement therefore, neither do we.

Your policy holders will be individually referred to a Personal Jeweller in their nearest or chosen showroom, where they will be invited in for a personal appointment at a convenient time for them. By making an appointment for your policy holders in advance it allows our Personal Jewellers the opportunity to order in any requested jewellery pieces, reserve seating and even make sure that your policy holder’s preferred refreshment is available for their visit.

The role of a Personal Jeweller is recognised in the business as an accredited appointment. In order to become a Personal Jeweller, successful applicants will undergo a comprehensive e-learning and victim support programme to ensure they have the skills to deliver the very highest levels of service and care. This ensures synergy and alignment between our Case Managers and our Personal jewellers. We believe in making your policy holder feel that they are on one complete replacement journey and not being passed onto another company at the point of fulfilment.

Each of our showrooms are proactively audited to ensure every policy holder is receiving nothing but the best replacement experience. This assists the insurance market when it comes to managing breakage and more importantly encourages retention.

We believe in making your policy holders replacement journey as seamless and stress free as possible. By having a 3 month window on our Claims Service Cards, your policy holders have the freedom and flexibility to replace their item at a time that is right for them.

We believe in understanding not only what happened during the loss or damage of your policy holder’s item, but also understanding what matters in the outcome of their claims journey. So that we can cater for every customer demographic, we offer a replacement card for a panel of carefully selected high street retail jewellers, as an alternative form of settlement. Our Case Managers will identify early on in the journey, the best form of settlement for each and every policy holder. This is to ensure we offer the right settlement first time.

We believe that customer experience is everything and we wont leave your policy holder’s side until they have their desired item back. We know that the service we deliver will help convert your policy holders into advocates who recommend your services to friends and family.
Your policy holder’s claims journey doesn’t stop at settlement therefore, neither do we.
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