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Dear Katie,
While I was at work on Monday, January 16, I discovered that a diamond from my ring had gone missing. I was shocked and immediately contacted my insurance company. They assured me that the loss would be covered as long as I provided a photograph of the ring before and after the incident, proof of ownership, and a repair valuation. I complied with these requirements and waited for a response.
This ring holds great sentimental value to me as it is made from the combined rings of my late mother, grandmother, and other grandmother. My mother passed away young, so the ring is especially meaningful. It is worth approximately £20,000 and I have been paying around £30 a month to insure it.
Despite sending a few emails, I hadn’t received any updates on my claim. When I called Axa, the insurance company, I requested to speak with the kind woman I had initially spoken to, but I was informed that she was unavailable.
I was instead connected with a man who had a completely different attitude. I felt that he was belittling me. He later emailed me stating that they would accept the £1,600 estimate for a new diamond, but only if I could provide proof that I had the ring checked every three years by a qualified professional, as stated in my contract.
Gratefully, I sent in what I believed to be the settings check that I had carried out with a Hatton Garden jeweller during the lockdown, as requested by Axa.
However, Axa rejected my claim, stating that the check conducted by the Hatton Garden jeweller was a general valuation rather than a settings check. I was completely shocked. It feels like I have been paying for insurance since 2016 without receiving any benefit.
– AK, via email
Dear reader,
I am deeply sorry to hear about the loss of the diamond from your family heirloom. Although you believed that you had fulfilled the requirements by having it professionally checked, it turned out that the jeweller did not specifically examine the clasps. This was impossible to do remotely based on the documentation you provided.
Unfortunately, your policy required clasp setting checks due to the high value of the ring.
I would like to highlight that you were going through an incredibly stressful period during this time, as you were managing a care home during a pandemic and isolating yourself from your children in order to protect the elderly residents. Your focus was primarily on dealing with distressed staff, residents, and family members, as well as addressing the situation with news channels.
Additionally, you served as the chair of your local Care Association and provided support to all care providers in your district during this challenging time. It was an unprecedented experience for you, and I can only imagine how difficult it must have been.
I reviewed the document from the 2020 check, which clearly stated “for insurance purposes” at the top. Under the circumstances, I can understand why you thought it would suffice at the time. Furthermore, when you submitted it to Axa, they appeared to accept it since no one contacted you to point out the lack of a settings check. In light of the extenuating circumstances you faced, I believe you made an innocent mistake.
However, Axa shared a transcript of a conversation from 2022 that took place after the pandemic restrictions had been lifted, just before you renewed your policy. During this call, you inquired about sending the ring away for settings and clasps checks, expressing concerns about one of the diamonds.
You said: “Yes. There’s one diamond, that I, not, and I mean I don’t know, I am no expert, but I’d quite like to have a look and check it, but I’m not prepared to give it to somebody to send away.”
Axa interpreted this as evidence that you were aware of their policy but chose to ignore it. They also argued that you suspected a loose setting several months before losing the stone but neglected to have it checked.
An Axa spokesperson informed you: “Given this evidence, we have concluded that we made you fully aware of the most relevant terms and conditions of the policy, including the requirement for settings checks every three years, and that you demonstrated acceptance and understanding of these conditions.
“Regrettably, we are unable to reconsider the decision on the claim based on the findings above.”
I can understand how devastated you must feel upon receiving this response. I truly believe that you did not intentionally deceive Axa. You have been through an incredibly challenging time and made some mistakes driven by the deep sentimental value attached to the ring.
Unfortunately, there is nothing more I can do in this situation. I acknowledge that the non-payment of £1,600 is frustrating, but receiving an insurance payout would not bring back the original diamond that held such significance for you. Your case serves as an important lesson for others with valuable jewelry under insurance coverage.
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