Insurance Claim FAQs

Getting Started.

How do I start the claim process?

If you’ve contacted your insurance company and lodged a claim, you’ve 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’ve sent us your information, and received a confirmation email in return, a validator will be in contact with you as soon as possible 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 – visit your closest Phenix showroom or shop in our online store.

Our showrooms are by appointment only, so you’ll need to send a request via the Contact Us form on this site and we'll get back to you as soon as possible to arrange an appointment.

To shop online, you’ll need to create an account with us if you don’t already have one. You can create a new account by clicking here. After you create your account, you’ll need to get in contact with us to link your insurance claim to your account. To do this, complete the Contact Us form or call 1300 750 950.

Please remember, you can add items to your cart at any time but 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 you 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:

  • Photos that clearly identify the item
  • A receipt or certificate of purchase from where you bought the jewellery
  • Valuation certificates or appraisals from certified NCJV valuers
  • 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! If you don’t have any of the EOO listed above, 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 (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 cannot 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 unique to Phenix that you can use to replace insured items. We pass this discount on to all customers of the insurance companies we work with, enabling you to purchase items at a reduced price and receive 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 professionally 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 the case of repairs, the note ‘quote may vary upon inspection’ allows for any further damage that may be discovered on a complete inspection of the item.


Replacing or repairing your items. 

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, you can pay the difference via EFTPOS or direct deposit.


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

Of course. We understand that tastes change over time and we're happy to provide you with options and alternatives so you can replace your piece with something that suits where you are now in life. 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 need to pay the difference.


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 watches and jewellery. If your item is no longer available, we will be unable to supply that exact model. However, we will endeavour to provide a quote based 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 factors such as age, style, design and sentimental attachment. To get as close to the original as possible, Phenix recommends having your jewellery 3D scanned by our ECHO 3D scanning service.


Where are your showrooms?

Phenix has five showrooms in Australia.

  • Brisbane - Level 1, 61 Metroplex Avenue, Murarrie QLD 4172
  • Sydney - The Dymocks Building Level 1, Suite 7/428 George St, Sydney NSW 2000
  • Melbourne - Suite 6.02 Level 6, 606 St Kilda Road, Melbourne VIC 3004
  • Perth - Unit 7, 375 Charles Street, North Perth WA 6006
  • Vogel & Co. - 12-14 Browning Street Shop G5, South Brisbane QLD 4101


I can’t make it into a showroom. What are my options?

For insurance related issues, we have dedicated regional consultants for clients who can’t make it to a showroom in person. You can speak with them via phone, email or video chat.

You can also shop our large range of jewellery and watches online.


After the Insurance Claim.

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

We would love to see you again, anytime. Simply book an appointment or continue to shop online with your account. 


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

Everyone is welcome to shop at Phenix Jewellery and benefit from the amazing discounts we offer.