Frequently Asked Questions

Getting Started

How do I start the claim process?

If you have contacted your insurance company and lodged a claim, you have already started the claim process! Once your insurance company has confirmed they have lodged the claim through Phenix Jewellery, you can now submit Evidence of Ownership and details to Don’t forget to note your name, contact details, claim number and insurance company.

After you have sent us through your information and received a confirmation email from us, a Validator will be in contact with you as soon as they can to confirm your information or advise you of your quote.

I've been advised of my approval from my Insurance Company and I'd like to start shopping! What do I do?

There are two options you can take: Selecting pieces with us at your closest showroom or shopping on our online store.

Our showrooms are by appointment only, so send us a request via our Contact Us form and we'll get back to you as soon as possible to arrange an appointment.

To shop online, the first thing to do is create an account with us if you haven't already, which you can do by clicking here. After you have created your account, you will need to get in contact with us to link your insurance claim to your account. You can get in contact with us by filling out a Contact Us form or calling us on 1300 750 950.

You are free to add things to your cart but please be aware that your special insurance discount will not apply and you will be unable to use your Insurance Dollars until after your account has been linked.

Validation and Quoting

What is ‘Evidence of Ownership’ (EOO)?

Evidence of Ownership (otherwise known as EOO or ‘proof’) are documents or photos that prove that you have owned the items you are claiming through your insurance claim. All forms of evidence of ownership need to be dated or shown they were collected before the date of loss. Common forms of acceptable proof include:

  • Clear photos that easily identify the item.
  • Receipts or a certificate of purchase from where you purchased the jewellery.
  • Valuation certificates or appraisals from certified valuers from the NCJV.
  • Warranty card or document dating day of purchase.

There are many versions of acceptable proof, however, some proof is more ‘valuable’ than others, such as a valuation certificate, as these documents certify the exact measurements and components of the item, for example, the cut/clarity/colour/carat of a diamond in a ring.

I don’t have any EOO. Is it still possible to make an insurance claim?

Of course! In instances where EOO listed above is not available, one of our validators will be in contact with you to discuss your jewellery and collect a detailed description. If your item is a branded item (eg. Pandora charms, Fossil watch, etc), a photo from the internet can assist with the quote. However, please be aware that this is a last resort and your insurance company may reduce your policy limits where proper EOO can not be provided.

What is the ‘Insurance Price’?

When a quote is completed by us for your insurance company, there will be two values listed on the assessment: Insurance Price and Recommended Retail Price (RRP).

The RRP is the price that a retailer is recommended to sell that item for. The Insurance Price is a special discounted price to replace insurance items, as Phenix is the preferred supplier for most insurance companies. We also pass this discount onto all of their customers, allowing you to purchase items at a reduced price and provide as much value for money as possible under your policy limitations.

On all purchases and quotes, a document can be provided to you that outlines both the Insurance Value and Recommended Retail Value.

You haven’t seen my jewellery, how do you know how much it is worth?

Our validators have been trained in the quoting of jewellery for insurance claims. Using industry experience and knowledge, the quote provided is as accurate as possible to the information provided.

In cases of repairs, the note ‘quote may vary upon inspection’ is written to allow for any further damages that may be viewed upon a complete inspection of the item.

Replacing or Repairing your Items

My item is being repaired. How long does it take?

Sourcing components for your repair may take 1-2 weeks to arrive at our workshop. Once all of the necessary components have been sourced and obtained, your repair will be passed onto one of our master jewellers to complete within 1-2 weeks. However, if the components required for the repair are harder to source, such as a rare ruby or a unique cut of diamond, it can hold up the repair.

Do I need to replace my item with the exact same thing? Can I choose something different?

Absolutely! You're not restricted to replace your item with the exact same thing. In fact, you're free to choose whatever you like. Your approved insurance amount can be spent like a credit and if you happen to pick something that's more expensive than your insurance approval amount, no problem! You can pay for the remaining via eftpos or direct deposit.

Am I able to choose a bigger replacement stone or make some adjustments during the repair process?

Yes! We understand that tastes change over time and sometimes your pieces might be... smaller... than what you would like now. We're happy to provide you with options and alternatives so you can replace your piece with something you will love forever. Just mention this to us before you approve the repair or replacement and we'll be happy to oblige.

Please note, any repairs or adjustments that exist outside of your claim are not covered by your insurance company. If your proposed repairs or adjustments have a higher value than your approved insurance amount, you will have to pay the difference.

Why do we have to replace with Phenix Jewellery? Why can’t I go to my own Jeweller?

Due to the insurance discount that Phenix provides as your insurer’s preferred supplier, it is recommended that you replace or repair with us to ensure that you receive as much value for money as possible under your policy limitations as your approval amount may not stretch as far under a jewellery retailer’s pricing.

However, if you wish to go to your own jeweller, you can contact your insurance company to discuss this further.

The model of watch/jewellery I had is no longer available. How do I replace what I had?

We can only supply current models of watch brands and jewellery. Unfortunately, if your item is one that is no longer available, we will be unable to supply that exact model. However, when quoting for replacements, Phenix quotes on the current model that best fits the specifications of your lost item.

Is it possible to replace exactly what I had? How do I know it will be the same as what I lost?

Unfortunately, we can never guarantee a like-for-like replacement of jewellery that was lost. Due to age, style, design and sentimental reasons, replacing exactly what was lost is extremely difficult.

To get as close as the original as possible, Phenix recommends having your jewellery 3D scanned by our ECHO 3D Scanning service.

Where are your showrooms?

Currently, Phenix has seven showrooms within Australia.

  • Brisbane Showroom - Level 1, 61 Metroplex Avenue, Murarrie QLD 4172
  • Toowong Showroom (Vogel & Co.) - GA46 / 9 Sherwood Road, Toowong QLD 4066
  • Gold Coast Showroom - Unit 51, 3 Jackman Street, Southport QLD 4215
  • Sydney Showroom - Suite 1104, Level 11, 100 William Street, Woolloomooloo NSW 2011
  • Melbourne Showroom - Unit 2, 53 Coppin Street, Richmond VIC 3121
  • Adelaide Showroom - Suite 701, 38 Gawler Place, Adelaide SA 5000
  • Perth Showroom - Unit 7, 375 Charles Street, North Perth WA 6006

I can’t make it into a showroom. Are there still options for me?

Definitely! We have dedicated regional consultants who specialise in replacement for clients who cannot make it to a showroom. By contacting you via phone, email and with the assistance of our online shop, our consultants are happy to provide assistance where necessary in sourcing items, suggesting pieces and organising delivery.

I don't see anything I like online or instore -- do you have more options?

Of course! Our stores are only so big so we wouldn't be able to fit the thousands of pieces that we have access to. Ask your jewellery consultant about our special orders, or if you have a keen eye for design, we can create a custom-made piece for you. Click here to check out our Bespoke gallery for some beautiful examples.

After the Insurance Claim

Can I shop with Phenix after my insurance claim has been closed?

Absolutely! At Phenix, a client returning to us to continue to shop is one of the biggest compliments we can receive.

You can book an appointment with us at any time or continue to shop online on your account.

Can my friend/family member come to Phenix even if they've never made an insurance claim?

Anyone is welcome to shop at Phenix Jewellery and receive the amazing discounts that we offer.

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