- Joined
- Aug 19, 2017
- Messages
- 71
I helped to develop the GemSafe program so I feel responsible when anyone has an issue with the GemSafe customer service. I know the underwriter that reviews these applications and the issues she addresses on an every-day basis. Just now GemSafe (which is underwritten by AIG) is undergoing some growing pains. They have gained a great deal of traction over this past year but they have sustained some unnecessary losses due to underwriting issues that occasionally occur in the insurance business. These losses were avoidable and GemSafe is seeking to update their underwriting guidelines. This is causing delays in what is normally excellent service. We've been at this since 2014 and have developed a wonderful product that covers the insured more thoroughly then most coverage, and does so at an extremely competitive rate. The service will improve as the underwriters make adjustments to prevent unnecessary losses. I can speak from personal experience when i say that the staff within the company wants to provide a great product and great service. If you feel you need to speak with me personally to gain some insight, please feel free to call me 866 725 1999. As to anyone asking me directly for assistance, I will try to help whenever and wherever possible.
Regarding the question about the picture. The changes describing what is necessary to confirm possession is a simple image of the jewelry on a piece of plain paper with a date. If you had any other instructions, I apologize, but I had not heard that a picture on a newspaper was necessary (or any better than taking a picture with your smartphone on a paper with a current handwritten date). This should be very simple stuff. You can put your hand down on a white piece of paper, wearing your ring, and write the date and take a picture. That is pretty much all there is to it. This is proof of possession. Proof of ownership is usually a recent invoice or a properly written appraisal.
Regarding the timing for response, up until very recently Stephanie has been able to respond within hours of submissions. She takes pride in doing so. Currently, many of the applications are being reviewed and double checked to address underwriting and minimize losses. This slows the process and we are trying to address this now. Please be patient while adjustments are made to her guidelines. If you give us a bit of time, this will be resolved and you will have a great insurance product.
Regarding policies. GemValue policies should be delivered in your email when you get the Welcome email. If not, and you are sure you were approved, you should be able to download your policy from your account, which is always available to you on the GemSafe site (24 -7). You login using your user name and password. Just be clear, no credit card is charged until the policy is approved. Approval comes in the form of an email notification. If you have been approved then you are covered.
A little history. SterlingRisk (also known as Sterling and Sterling some years ago) has been around for close to 85 years. They are a very large agency. AIG has been around for over 100 years. Currently they are the underwriter for all the GemSafe Program policies. AIG is one of the largest insurers in the world. Big doesn't always mean better, but in this case what you want is a company that can pay to replace anything you could insure. This company can, and does.
Anyone that has purchased a policy is covered. I understand what happened with Whitewave and learned this morning that she was covered for the year starting in January of 2017. I was told that the policy expired yesterday. She should have had a policy in her possession since the initial confirmation email. If not, I truly wish we had known sooner, as Stephanie would have emailed it to her. Apparently, there was a second application that was entered into the site (which looked to the software as if there was a new account). This one created confusion and was stated to be pending. I think I confused matters by advising her to go on to her account to remove something she wished to stop covering; and I think that started a series of concerns about having coverage. There were two items covered for the full term of the insurance. Yesterday, I first learned that there was an issue and I am truly sorry to have worried anyone. That is the kind of thing I lose sleep over. The reason you buy insurance is so you can sleep at night.
I really believe the problem is poor communication. I sometimes think that automation can assume certain things and leave people in the dark about what is really happening. We need to do a better job of communicating and I am going to try to make sure that happens.
I'm an independent contractor working with GemSafe. I'm going to start monitoring this site more frequently so I can help anyone that asks.
Thanks for your help on this!
I’m not able to login to the website because I never had an account — I purchased the GemExtensive policy (not GemValue) directly over email with Stephanie. I tried using the email address that I used with Stephanie to login and was told the email address does not exist in the system.
I don’t have a welcome email. I have emailed from a Stephanie the binder, invoice, and receipt (after I called to pay with credit card).
I emailed both Stephanie and the address @whitewave suggested yesterday with no response. Is there a better email address? I’m traveling in Asia right now and would like to avoid calling.
I’m a little anxious because I don’t know what are the actual terms of my policy, like all the fine print and stuff. I’m actually confused why it’s taken so long to get the policy; has it not actually been written? What did I buy? (My paranoia is making me worry that if something happens to my ring now, the policy terms will change to not include it before it’s sent to me.)
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