Frequently asked questions

Select a product below to see the FAQs

  • General Policy Questions

    • You can insure rings, watches, necklaces, pendants, earrings and bracelets.  Please note that ‘Smart’ watches are not covered under this policy, but can be insured with our Gadget Insurance product.
    • Yes, you will need the original purchase receipt or gift receipt from the retailer that supplied your insured item(s) to you, showing:

      • Date of purchase
      • Purchase amount
      • Retailer's name
    • You must be at least 18 years old to take out this insurance.
    • No, you must be a UK resident to purchase this policy.
    • Yes – if you’re starting a new policy or adding an item to an existing policy, your items must have been purchased as brand new (not pre-owned) within the last five years.
    • Yes. You must ensure that any insured item(s) that contains set precious stones with a sum insured greater than £5,000 has been maintained at your expense, not less than once every three years by a National Association of Goldsmiths registered jeweller and you have their written confirmation.  If you make a claim for accidental loss or accidental damage and you have not complied with this condition we may refuse to accept your claim or reduce the value of any settlement we make for the claim.
    • This policy is designed for people who don't have their jewellery or watches insured elsewhere, or wish to cover them separately, and who want to cover the costs of repair or replacement should the item break down outside of the manufacturers’ warranty, be damaged, lost or stolen.  As with most insurance policies limitations and exclusions apply.
    • Each year we will contact you approximately one month before your policy renewal date and offer to renew your policy. If you pay by monthly direct debit, we will automatically renew your policy unless you tell us that you do not wish to continue it. 

      If for any reason we are unable to automatically renew your policy, or if you purchased via a single annual payment, we will still contact you approximately one month before your renewal date and invite you to renew your policy by calling us. We reserve the right to not offer you a renewal.

      At renewal we may adjust the sum insured according to an appropriate index. This is designed to ensure that in the event of a loss, the compensation you receive from us is as close as possible to that which is required for replacement of your insured item(s). If we adjust the sum insured, we will also adjust the premium in the same proportion.

      For example, if you insure a ring for £2,595 for which you pay an annual premium of £74.40 (or a monthly premium of £6.20) and we propose to increase the sum insured by 2% to £2,646, the premium you pay would increase to £75.60 a year or £6.30 a month. The index we will use is a general inflationary index and in no way guarantees that the sum insured for your insured item(s) will be sufficient for replacement at the time of loss.
    • You can cancel at any time by:

      • Emailing us at: pybadmin@advent.global
      • Calling us on: 0333 456 0546 (lines are open Mon-Fri, 9am-5pm)
      • Writing to us at: Protect Your Bubble Jewellery Insurance, 3 Lombard Street, London, EC3V 9AA.

      Please note you will need your policy number to hand.

      If you cancel within the first 14 days after you receive your insurance documents, if you have not made a claim, you'll receive a full refund. For customers who pay monthly, and cancel after the first 14 days, we will cancel the policy at the end of the most recent policy period. For example, if you have paid your latest monthly premium on the 1st January and contact us to cancel on the 15th January, we will set the policy to cancel on the 31st January and collect no further premiums. No refunds will be paid at cancellation.

      For annual customers, after the first 14 days, we will cancel the policy and provide a pro rata refund of any remaining complete months of your annual premium. For example, if you have an annual premium of £65.89 and request that your policy is cancelled during the seventh month, you will be entitled to a refund for the remaining full five months.

      This will be calculated as 5/12ths of the premium you have paid as follows:
      • Premium taken for policy: £41.52
      • Refund: £41.52/12 x 5 = £17.30.

      See our Terms and Conditions for full details.

    • You can update your policy by:

      • Emailing us at: pybadmin@advent.global
      • Calling us on: 0333 456 0546 (lines are open Mon-Fri, 9am-5pm)
      • Writing to us at: Protect Your Bubble Jewellery Insurance, 3 Lombard Street, London, EC3V 9AA.
    • Our Jewellery Insurance is underwritten by W. R. Berkley Syndicate 1967 at Lloyd’s of London. W. R. Berkley Syndicate Management Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The W. R. Berkley Syndicate Management Limited Firm Reference Number is 568355.
    • Lloyd’s insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if a Lloyd’s insurer is unable to meet its obligations to you under this policy. If you are entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this policy. Further information about the Scheme is available from the Financial Services Compensation Scheme (10th Floor, Beaufort House, 15 St. Botolph Street, London EC3A 7QU) and on their website: www.fscs.org.uk.
    • If the insured item(s) forms part of a pair or set – such as earrings – and we are unable to effect a repair, we will send a Jewellery Gift Card for the full amount insured of the pair or set.  However, we will then have the right to take possession of the remaining part of the pair.
    • Yes – as long as you can provide us with the correct proof of ownership for the item in question. Proof of ownership means the original purchase receipt or gift receipt from the retailer that supplied your insured item(s) to you, showing:

      • Date of purchase
      • Purchase amount (£)
      • Retailer’s name

    Cover and Definitions

    • Protect Your Bubble Jewellery Insurance provides cover for Accidental Damage, Theft, and Accidental Loss on a worldwide basis.  Your insured item(s) are covered up to the value they were originally insured for as evidenced on the proof of ownership, or for the amount they were subsequently valued for at renewal.

      Please read your Policy Summary and Terms and Conditions in full to ensure you understand exactly what you are and are not covered for.

    • Please read your Policy Summary and Terms and Conditions in full to ensure you understand exactly what you are and are not covered for. Key exclusions include – but are not limited to:

      We will not pay claims for:

      • Mechanical Breakdown of Watches
      • Theft or Accidental Loss where the insured item(s) was outside of your home unless the insured item(s) is:
        • being worn by you; or
        • being carried by you by hand or about your person; or
        • deposited in a locked safe or locker with the keys removed
      • Accidental Damage:
        • caused by or resulting from mechanical fault or electrical breakdown of your insured item(s);
        • caused by or resulting from wear and tear, denting, scratching or any gradually occurring deterioration;
        • caused by or resulting from any process of cleaning, restoration, maintenance or alteration.
    • Yes. We will not insure individual items worth less than £100 or more than £15,000, although we will insure multiple items to a total policy value of £30,000.
    • If you have a charm bracelet, or a similar item of jewellery with pieces that can be ‘added’ over a period of time, you will need to contact us whenever you add an extra piece or pieces, and ensure you keep the relevant proof of purchase in case you need to make a claim. If you subsequently lose a single charm you will be able to claim regardless of the value of the individual charm, as the valuation is based on the accumulative value of the bracelet and charms combined.
    • No, glasses, spectacles and sunglasses are not covered under this policy.

    Claims

    • Make your claim as soon as possible by:

      • Calling us on: 03300 412 188 (lines are open Mon-Fri, 9:00am-5:30pm)
      • Emailing us at: PYBclaims@criterioncm.com
      • Writing to us at: Protect Your Bubble Jewellery Claims, River House, Broadford Business Park, Shalford, Guildford, Surrey GU4 8EP.

      A claims representative will walk you through the process and tell you what information and documents you will need to provide for us to assess your claim, such as proof of ownership or police reference number.

      If your item is lost or stolen, you will also need to:

      • Tell the police about any stolen item as soon as you can – we will ask you to provide the police reference number before we will pay any claim for theft
    • To ensure efficient and timely processing of your claim, you will need some or all of the documents and information below:

      • Proof of ownership in the form of the original purchase receipt or gift receipt from the retailer that supplied your insured item(s) to you showing the date of purchase, purchase amount (£) and retailer’s name
      • For theft claims, you will also need to provide a Crime Reference number as provided by the Police
      • In some instances, we may require some further information which will be explained to you by our claims representative when you register your claim
    • No, there is no excess payable on this policy if you make a claim.
    • No, there are no limits to the number of repair claims you can make, however, if your item is lost, stolen or unable to be repaired and you are issued with a Jewellery Gift Card, any replacement item will not be automatically insured, so you will not be able to claim on this item unless you insure it with Protect Your Bubble again.

    Complaints

    • You can file a complaint by:

      • Emailing us at: pybadmin@advent.global
      • Calling us on: 0333 456 0546 (lines are open Mon-Fri, 9am-5pm)
      • Writing to us at: Protect Your Bubble Jewellery Insurance, 3 Lombard Street, London, EC3V 9AA.

      We will acknowledge receipt of your complaint in writing by the close of the following working day, along with full details of how we handle complaints, how long the process is likely to take, and what options are available to you should you remain dissatisfied. You can also see the full range of options that are available to you by reading the “Complaints Procedure” section of the Terms and Conditions.

    Repairs and Replacements

    • This is not a cash or jewellery replacement policy. If your item is lost or stolen, you will be issued with a Jewellery Gift Card equivalent to the value of the sum insured. In this case, your cover will end for that particular item and no further premiums will be taken, however, any replacement item will not be automatically insured, so you will need to insure it with Protect Your Bubble again.
    • The Jewellery Gift Card is much like a store card and is redeemable at over 850 jewellery outlets throughout the UK, including all branches of the Aurum network (Mappin and Webb, Goldsmiths, Goldsmiths Boutique, and Watches of Switzerland – a total of 150 outlets) and over 700 other independent jewellers via the Gemcheck network. If your claim is agreed, our experienced claims handlers will give you all the advice you need to decide the correct card for your needs and let you know the location of the jewellery outlets nearest to you where you can redeem the card.

      The card will be posted to you and will have the settlement amount pre-loaded on it. You can use it once, or multiple times until this pre-loaded limit is reached, but you must redeem the full value within 12 months of issue. To redeem the card, you will need to take two forms of ID with you; one with a photograph and the other with your current address for security.

      You can check your closest Aurum store in the Gift Card network by following these links: 

      http://www.mappinandwebb.com/store-finder

      http://www.goldsmiths.co.uk/store-finder

      http://www.watches-of-switzerland.co.uk/our-showrooms
    • If your item is damaged we will do our best to repair it for you using our approved network of professional repairers, Aurum Holdings, in which case it will be returned to you directly, or to your local store within the Aurum network, for you to collect, as per your choice.

      If the item is not repairable, or if we judge that the item will cost more to repair than you have it insured for, you will be issued with a Jewellery Gift Card equivalent to the value of the sum insured – in which case, we will retain the item.

      In these circumstances, if you do not want us to retain the item, (for example, if it has sentimental value), you can ask to have the item returned to you, unrepaired – however in such cases, your claim will be cancelled.

    • All items of jewellery will be repaired by our approved professional repairers, Aurum Holdings. Items except watches will be repaired at Aurum’s Hatton Garden workshop. Watches will be sent to Aurum’s network of specialist watchmakers at various locations.
    • Yes, all repairs are made using manufacturer’s approved parts.
    • No. We are committed to ensuring your jewellery or watch is repaired to the highest standard, which is why we only use our approved repairers. We also need to assess the damage to your item in order to best decide whether to repair or replace it.
    • We will always replace with at least an equivalent grade gemstone. On the rare occasion we are unable to source an exact equivalent grade gemstone, we will replace it with a higher grade gemstone
    • We will know what type of gemstone you have from the description you provided when you purchased the policy.  In addition we always recommend that when you purchase your policy you email a copy of the retailer’s receipt and if possible a photo of your item to us at pybadmin@advent.global. That way if you do have to make a claim we can process it more quickly for you.

      For diamonds we would also recommend you keep your GIA certificate which you can also email to us at pybadmin@advent.global.

    • When you contact our claims team, you will be offered two choices:

      1. We can send you a secure package in which to send the item back to us; or
      2. We can arrange for you to take the item to your nearest branch of Mappin and Webb, Goldsmiths, Goldsmiths Boutique, or Watches of Switzerland, where we will package your item securely and send it into our repair network.
    • Yes, all shipping charges will be covered.
    • Repairs generally take between four and six weeks. An exception is Rolex watches, which may take considerably longer as they are returned to Rolex, who have a rigorous testing policy after any repair. This is completely beyond our control and will depend on how busy Rolex are at the time.  We will always keep you advised if any repair is likely to take longer, and let you know the reason why.

    General Questions and Definitions

    • MyBubble is our online account management portal for policyholders, with MyBubble you can:
      - View your policy terms and conditions
      - View your schedule of Insurance
      - Change your personal details - your email, postal address and phone number

      To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

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