| | Each insured may have certain anxieties that can make replacement difficult. Recognizing these early can make the process of replacement much easier. Listed below are some common concerns and suggested responses that can help calm the fears of the insured. |
| "I don't like being told
where I have to go to
replace my jewelry" | "I can see your point-no one likes being told what they have to do. But be assured you are certainly not going to be forced to select something you aren't happy with. We would simply like you to stop by so that GJR can obtain more information concerning your Jewelry. Our goal is to make the settelment a fair one from your standpoint. If there is nothing that you feel would be a satisfactory replacement, then the insurance company certainly wouldn't force you to replace." "To verify current market values, we still need you to meet with Guaranty Jewelry Replacement, and because of the volume they do, they are often in a better position to know what replacement values are compared to local jewelers." |
"Your office is too far away
and I don't like driving." | "GJR representatives will be happy to meet with you at your home or at your place of business. They will bring a beautiful selection of jewelry with them that will be similar to what you lost. Is there anything in particular that you don't want to replace? That you do?" |
"I don't know you, and I
don't know if what you sell
me is of comparable value." | "GJR has been in business many years and can provide references of past customers that have experienced losses similar to yours as well as the names of the insurance companies they do business with." "Any article you select from GJR will come with a detailed appraisal and if you would like your jeweler or an independent appraiser to examine the jewelry, that would be perfectly O.K. Because of the amount of business we do as an insurance company, we are very concerned that you receive something that is as good or better than what you had. We want you to be happy." |
"I want my own jeweler
to look at this and verify
the price is right." | "That's perfectly O.K. We also can recommend an independent appraiser that is very good in this area." |
"I can buy this
cheaper at a wholesaler
I know In New York." | "Our main concern is to replace your piece of jewelry with "like kind and quality." The insurance company is actually the one who is purchasing the replacement and we are more concerned that we find a selection that matches the description on your appraisal as closely as possible. |
"I don't want to replace
my jewelry. I don't want
to be robbed again." | "That's a feeling that many people experience after suffering a loss. I can certainly understand your concern. There are some options that may make sense however. Possibly you would like to substitute the lost items with pieces that you will wear and enjoy more often. For example, a nice chain or possibly one beautiful ring that you would not take on and off as frequently. Or, possibly, you would enjoy replacing your jewelry with items that you could give to your children...this often becomes a type of heirloom which children appreciate as years go by." |
"I bought my jewelry overseas (or a family heirloom) and you can't replace it with 'like
kind and quality'." | "You're right. Replacing one-of-a-kind jewelry is the most difficult part of our job. GJR does, however, have an excellent custom designer who is capable of duplicating many unusual items. Also, there are some beautiful new items that are very popular right now that we could possibly substitute for the items you lost. We would, of course, find items that would be at least as valuable as those you lost." "It will be necessary to establish what a 'comparable' piece of jewelry would be valued at in today's market so that your settlement is a fair one. You may even find something of comparable value that you would enjoy wearing." |
"I just want cash. I'm
not interested in
having more jewelry." | "That is certainly your prerogative. But what we need to establish is what it would cost the insurance company to replace what you had." (At this time you may find it necessary to discuss the actual cost of the item. Once the insured realizes that their $2,000 scheduled item can be replaced for $1,300, they are more likely to want to replace with jewelry.) |
"I work full-time
and your hours aren't
convenient for me." | "What is convenient for you? Our claims representative can make special arrangements to meet with you at your home or office at your convenience." |
| Why would I want to replace my wedding ring when I'm no longer married? (Other common Items Include High School rings, Inherited pieces or white gold.) | "We certainly wouldn't require that, but what we do need to do is establish what current replacement value would be for a comparable ring. Then, you can use that money to purchase something that you would enjoy and wear more often." |
| Why do I have to meet with anyone? I've given you all the Information you've requested. | "That's true and we appreciate that, but the descriptions we now have still lack certain important facts that could affect the settlement value (for example: missing gold weight, diamond color or clarity, style of ring or number of diamonds)." "We want to make sure that the settlement is a fair one from your standpoint and to do that, it is necessary for you to meet with a jewelry specialist who can ask you specific questions about your jewelry or show you pictures of similar items. GJR's hours are very convenient and they will even come to your home, if you would like." |
