Validation service

Your policy holder’s claims journey doesn’t stop at settlement therefore, neither do we.
Our Validation Service 


Hallmark Claims Service provides a unique combination of expertise, professionalism and empathy, ensuring a seamless and effortless experience, for both you and your policy holders.


Our team of fully trained and highly qualified experts deal only with jewellery and watches. They conduct ethical validation which is transparent, auditable and has a strict set of industry led protocols aligned to the National Association of Goldsmiths. Our team have the ability to identify the smallest of inconsistencies during jewellery validation.

Being part of Aurum Holdings, our Case Managers and Jewellery Appraisers have the ability to physically touch, feel and see product rather than having to rely on gaining product understanding and detail solely from websites and pictures. Our jewellery appraisal experts in particular, believe that this gives them a greater ability to obtain a precise description from policy holders and to accurately validate the claim

We have direct access to a range of jewellery manufacturers and prestigious watch houses to obtain historical product information and access to registers. This gives us up-to-date knowledge and understanding of what supporting documentation is expected and accepted and what the industry does and does not produce. This not only helps with validation accuracy but also highlights any concerns of fraud.

Introducing the human element of our service, Hallmark provides a Full Claim Ownership package which ensures a seamless journey with a personal touch. Your policy holders will be given direct contact details for their dedicated Case Manager, who will quickly build a rapport with them by truly understanding what matters.

Due to the uniqueness of individual pieces of jewellery, a policy holder can often have difficulty describing the details of their item. Our Case Managers will use their expertise, relevant questioning techniques and soft skills to help your policy holders adequately describe their jewellery item. In addition to this we have a product description guide available to assist your policy holders when describing the finer details of their lost item.

Our questioning techniques are adapted to each individual policy holder, whilst remaining consistent for the item type.

Our highly skilled appraisers will use their expertise and protocols to gain a fair and consistent value whilst adhering to Treating Customers Fairly guidelines. Everything we do is backed up by our in house independent National Association of Goldsmiths Registered Valuer.

Our goals are:

Net Promoter Scoring
To deliver a market leading Net Promoter Scoring performance on behalf of our insurance partners.

Conversion
To protect insurers indemnity spend and reduce cash and claim settlement times.

Claim Settlement Times

Our analysis shows us that Claim Settlement Time is linked to cash and replacement settlements. The lower the Claim Settlement Time – the higher the probability of replacement settlement.

All of this enables us to provide you with service which secures the optimum levels of fairness, accuracy and cost benefit, whilst ensuring the very highest standards of validation, repudiation and service is delivered.


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