Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought some diamond stud earrings earlier in year. I called and answered all questions. Couple months later I called to file claim. Then sent me letter claim because I did not inform them when we're questions when getting policy, that i had a previous claim with them. First of all never asked me and secondly my previous claim so would popped right up in there system. Also record all calls so would be able to supply a copy of call. I would claim to be paid

  

  Business Response

  Date: 07/10/2025

  We have spoken with the consumer this week and consider the matter resolved on our end.
  

  Customer Answer

  Date: 07/10/2025

  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 informed them Geico never asked me and she can verify by requesting of all the calls record. She refused which hints she isn't being honest.  The calls are recorded for this reason.  By refusing to request a copy its like shes saying im right 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Unfair Deductible Practice by Jewelers MutualTo Whom It May Concern,I am writing to file a formal complaint against Jewelers Mutual Insurance Company regarding what I believe to be a deceptive and unfair business practice.I recently submitted a claim for a missing diamond under my policy with Jewelers Mutual. To my surprise, I was informed that a $****** deductible would be applied due to having prior claims. When I questioned this, a representative stated that this deductible is not outlined in the actual policy but is instead imposed at their discretion.What concerns me is that nowhere in their advertisements or initial policy documents is it clearly communicated that after a certain number of claims, a deductible may be appliedeven though they market their policies as offering "comprehensive" coverage. This contradicts Jewelers Mutual's advertisements and marketing materials which promotes full coverage without clearly stating that repeated claims could trigger out-of-pocket costs. There is no transparency about the threshold on their "discretionary" power in official documentation and this feels misleading and unfair, especially to loyal customers who are paying premiums with the expectation of consistent coverage terms.I am requesting that Jewelers Mutual:1. Provide clear, written documentation that supports this discretionary deductible policy, and2. Be held accountable for advertising practices that do not fully disclose such potential changes in claim handling.3. Reimbursement of ****** for deductible I would appreciate your help in reviewing this matter and holding Jewelers Mutual to fair and transparent business standards.Sincerely,******* ****

  

  Business Response

  Date: 05/02/2025

  We appreciate the opportunity to address your complaint regarding your deductible. Please note that all policy renewals are subject to an underwriting review. Our goal is to provide clear and transparent information to our valued customers, so customers can make informed decisions about their renewal. That is why if the review determines that deductibles are required as part of the continued risk acceptance, we notify customers in a separate letter prior to the renewal informing the customer of the deductible.  These deductibles can also be seen on the declaration page of the renewal paperwork.  By making payment, coverage is then bound under the new renewal terms.  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to file a claim for my wedding rings due to them being lost/stolen. This occurred in February of this year. I went to pick up my new ring from the jeweler today and had a balance that Jewelers mutual did not pay out. I had my rings insured and they are refusing to pay out the entire amount insured. I had to come out of pocket $1355.70 that they are refusing to pay for items I had insured. The original amount I was told I was able to use to replace my rings, was not paid to diamonds direct. When trying to discuss this issue with not one but 2 ******** service representatives, they informed me of conflicting information. The first ******** service person admitted they did not pay out the full amount insured for the first ring. The second **** tried to say that the insured amount is not guaranteed to be paid when replacing. She was apparently unaware that the first guy already admitted they did not pay out the full amount. The **** continued to not listen me and just make excuses. When I got frustrated (for good reason) she eventually hung up on me instead of trying to get an actual supervisor on the phone to assist me. I asked to speak to one and I was informed that they don't have supervisors, just managers and the **** I was on the phone with claimed to be a manager yet did not actually help in any way. Also the manager, ******* ********, I was speaking with refused to answer how much they actually paid Diamonds direct until I did the math myself and realized they did not pay the full amount and were off more than $1000. Only $13289 was paid out on a policy that is insured for $14644.This is a warning to anyone who uses them and actually thinks your insuring your item and would be reimbursed the items value.

  

  Business Response

  Date: 04/18/2025

  At Jewelers Mutual, our mission is to ensure that our customers are fully supported in the event of a loss. Our policies are specifically designed to cover items listed within the policy terms, and we strive to replace items with those of the same kind and quality. Our claims team has reached out to you and provided the relevant policy documents detailing what is covered. Should you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 04/18/2025

  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.
  
  This response is the same c*** I was told on the phone that day. Still does not resolve the fact that I had ******+ amount coverage in jewelry and the company shorted paying for the replacement. The only resolution is to adjust the payment to cover the amount I had covered. End of discussion. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/02/2025

  At Jewelers Mutual, our mission is to ensure that our customers are fully supported in the event of a loss. Our policies are specifically designed to cover items listed within the policy terms, and we strive to replace items with those of the same kind and quality. Our claims team has reached out to you and provided the relevant policy documents detailing what is covered. Should you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 05/02/2025

  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.
  
  This response still does not resolve the fact that jewelers mutual decided to not cover the full amount of the jewelry I had insured. I still had to come out of pocket to get my wedding ring replaced. Thats absurd. Unless they would like to pay the difference that they chose not to pay, there is nothing else they could do to make this right. 
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We insured a piece of jewelry through this company appraised at $5300 and paid insurance at a rate based on that $5300 figure. The jewelry was lost, and Jewelers Mutual is now insisting the true value of the jewelry is $3600 so they will not reimburse for anything higher. This is based on their own internal appraisal value and they will not take any feedback on the figure. They have basically said take it or leave it. This seems highly illegal.

  

  Business Response

  Date: 04/10/2025

  At Jewelers Mutual, our mission is to ensure that our customers are made whole in the event of a loss.We are committed to repairing or replacing items with those of the same kind and quality. We understand the importance of personal choice, which is why we work with our customers' jeweler of choice when handling claims. If customers decide to upgrade or change replacement items during the claim process, any costs beyond repairing or replacing with items of the same kind and quality are the responsibility of the customer.

  Customer Answer

  Date: 04/18/2025

  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.
  
  The response from the company is a form copy paste response. It in no ways responds to or addresses the concern I raised in my original message. This is unacceptable.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 05/02/2025

  Thank you for sharing your experience with us. We appreciate your feedback and are glad to see that you are currently working with the claim's examiner on your claim. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 05/02/2025

  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.
  
  The business has, yet again, completely failed to provide any substantive response to my original complaint. This is extremely unethical. Working to make new jewelry to replace the stolen jewelry does not mean I am satisfied with my insurance coverage. This business still owes me money and has completely failed to substantively respond to my complaint.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 05/27/2025

  At Jewelers Mutual, our mission is to ensure that our customers are made whole in the event of a loss. We are committed to repairing or replacing items with those of the same kind and quality. We pay the cost to repair or replace the item for the same kind and quality, up to the insured amount, whichever is lower. If customers decide to upgrade or change replacement items during the claim process, any costs beyond repairing or replacing with items of the same kind and quality are the responsibility of the customer. 

  Customer Answer

  Date: 06/02/2025

  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.
  
  This is the same form response they sent a few weeks ago. Please take action here nothing is happening.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jewelers Mutual (JM) knowingly paid $54,363.50 to a fraudulent jeweler, ******** Jewels (Hargune ******), who failed to deliver the contracted Rolex and provided counterfeit jewelry. Despite clear proof of fraud, including expert confirmations from *******, ******************, and ***************** Jewelers, ** refused to investigate, recover funds, or cooperate with law enforcement. They initially claimed they would retrieve the fraudulent jewelry for inspection but later closed the claim without my signed authorization, violating their own policy, which requires a replacement of equal value. ** ignored multiple missed delivery deadlines over two years and forced me to continue working with a fraudulent jeweler, despite knowing his business address was fake. The jeweler falsely claimed he was "jumped" outside The ****-******* as an excuse for failing to deliver the Rolex, but Ritz security confirmed no such incident occurred. *** actions violate the Illinois Consumer Fraud Act (815 ILCS 505/2), Illinois Insurance Code (215 ILCS 5/154.6), and Obstruction of Investigation (18 U.S.C. 1519). I request a full refund of $54,363.50, punitive damages, a formal investigation into JMs failure to act, policyholder protection reforms, and immediate cooperation with law enforcement. Supporting evidence includes emails, expert reports, law enforcement requests, and my unsigned claim closure document, proving JMs fraudulent claim handling and bad faith insurance practices.

  

  Business Response

  Date: 03/20/2025

  We take all feedback seriously and strive to provide the best possible service to our customers. We understand your concerns and regret any frustration you may have experienced.
  

  Please be assured that we thoroughly investigate all claims and adhere to our policies and procedures to ensure fair and timely resolution. We are committed to cooperating with law enforcement and other relevant authorities when necessary. Our goal is to provide a resolution that aligns with the terms of the insurance policy and addresses any issues that arise during the claims process.

  Customer Answer

  Date: 03/20/2025

  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.
  
  Jewelers Mutual (JM) knowingly paid $54,363.50 to a fraudulent jeweler, ******** Jewels (Hargune ******), who failed to deliver the contracted Rolex and provided counterfeit jewelry worth less than $1,000. Despite clear proof of fraudincluding expert confirmations from ****************** & Arpels, and ***** & Sons JewelersJM refused to investigate, recover funds, or cooperate with law enforcement.
  Initially, ** stated they would retrieve the fraudulent jewelry for inspection, but later closed the claim without my signed authorization, violating their own policy requiring a replacement of equal value. ** ignored multiple missed delivery deadlines over two years and forced me to continue working with a known fraudulent jeweler, despite verifying that his business address was fake.
  The jeweler falsely claimed he was "jumped" outside The ****-******* as an excuse for failing to deliver the Rolex, but Ritz security confirmed no such incident occurred. ** now publicly claims they investigated, yet when asked for proof of their fraud investigation, their own attorney stated they would only cooperate under a subpoena.
  If JM actually investigated, they should provide:
  Proof and records of the fraud investigation they conducted upon being notified of this issue.
  Email or documentation showing what they sent to ********************** regarding this case.
  Copies of the bank transfer information and any ID they received from the jeweler, as law enforcement formally requested these documents.
  If JM cannot provide this evidence, then they did not conduct any investigation and are misrepresenting facts to the BBB and the public. *** own email confirms they paid the jeweler, closed the case, and refused to take responsibility, despite overwhelming evidence of fraud.
  JMs actions violate the Illinois Consumer Fraud Act (815 ILCS 505/2), ******** Insurance Code (215 ILCS 5/154.6), and Obstruction of Investigation (18 U.S.C. 1519).
  Requested Resolution:
  Full refund of $54,363.50
  Punitive damages for deceptive trade practices & bad faith insurance handling
  Formal investigation into JMs failure to act on fraud
  Policyholder protection reforms to prevent future fraud
  Immediate cooperation with law enforcement
  Supporting evidence includes emails, expert reports, law enforcement requests, and *** own attorney confirming they refused to investigate unless subpoenaed. If JM stands by their claims, they must produce proof of their investigationotherwise, they are willfully misleading the public and authorities.
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 03/20/2025

  We take all feedback seriously and strive to provide the best possible service to our customers. We understand your concerns and regret any frustration you may have experienced.
  Please be assured that we thoroughly investigate all claims and adhere to our policies and procedures to ensure fair and timely resolution. We are committed to cooperating with law enforcement and other relevant authorities when necessary. Our goal is to provide a resolution that aligns with the terms of the insurance policy and addresses any issues that arise during the claims process.

  Customer Answer

  Date: 03/20/2025

  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.
  
  JM has now made repeated false claims stating that you conducted a thorough investigation and cooperated with law enforcement. However, you have yet to provide a single piece of evidence supporting this claim.
  Under Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505/2) and Illinois Insurance Code (215 ILCS 5/154.6), it is unlawful to misrepresent your actions in a consumer dispute. Your failure to provide proof of an investigation means you are engaging in fraudulent misrepresentation and deceptive business practices.
  If JM did, in fact, conduct an investigation, provide the following documents immediately:
  Official investigation report detailing steps JM took after being notified of fraud.
  All communications with *********************** including responses to their request for bank transaction records and ID verification.
  Proof of efforts to recover the fraudulent funds.
  Evidence that the Rolex was ever orderedor an admission that it was not.
  A copy of my signed release closing the claim (which does not exist, as I never signed one).
  If you fail to provide these records, then you are knowingly making false statements and misleading a government agency (BBB, CFPB, Attorney General). If you continue to copy-paste generic responses without addressing my specific legal claims, I will continue to escalate this matter through additional regulatory complaints and legal action.
  I expect a substantive response. If you fail to provide proof again, you will only further establish your deceptive business practices.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************