Claims FAQ – Everything you need to know about the BriteCo claims process.

How do I file a claim?

Filing a claim is fast and easy. Click here to fill out a short claims form. The form asks for some basic details like your name and contact information and policy number. The form also asks for details about the loss itself like the date of loss, type of loss, and circumstances of the loss. Once you’ve finished the short form, click submit, and you’re on your way to the next stage in the claims process. We’ll get in touch within 1-2 business days to follow up with you and get the ball rolling.

What info will I need to file a claim?

We only need a few pieces of information to get your claim started. First, we need some basic contact information and your policy number. We’ll also need the date you first became aware of the loss, the reason for the claim, a description of the circumstances, and a photo of the item if it is damaged. You will also be required to confirm that you have read the required fraud warning.

When can I expect to hear back from BriteCo after filing my claim?

You will get an email confirmation from us immediately following your submission to confirm our receipt of your claim. Our adjusters will normally contact you within 3-4 business days following your claims submission.

How long does the claim settlement process typically take?

It all depends on the circumstances, but we typically see turnaround in about 2-4 weeks for a claim. Straightforward, simple claims, like the replacement of a common piece from a manufacturer, can be very quick. Custom work that requires consultation, CAD modeling, and/or extensive labor can take longer. Regardless, we will work with you and your jeweler to ensure fast and reliable claims service. If you do not have a trusted jeweler we can help. Just let your Adjuster know that you are interested in the BriteCo Assist program.

What does the claims process look like?

We aim to make the claims process as fast and pain-free as possible. The process can be broken down into a few simple steps:

File a claim on our website (5 minutes)

Provide your adjuster with the details of the loss (within 1-2 days of filing)

Go to your preferred local jeweler to repair your piece or pick a new piece (1-2 weeks)

Pick up the piece when it’s finished (1-2 weeks)

In order to make claims run smoothly, BriteCo asks for your full cooperation and the cooperation of your jeweler. Delays in your responses or those of your chosen jeweler may lead to a delay in the repair or replacement. There may be additional delays if the cause of loss is theft, and all parties are waiting for a copy of a police report.

What are my duties following a loss?

Please refer to your policy under “What Must Be Done In Case Of Loss” for more information on the next steps you should take. Remember to file a claim as soon as you are aware of the loss.

What is the maximum BriteCo will pay to repair/replace my piece?

We will pay up to 125% of the insured value to repair or replace your piece. If the amount of the claim exceeds this value, you will be responsible for any portion above 125% of the insured limit.

What should I do if my loss is a result of burglary, robbery, or theft?

First and foremost, call the police to report the incident. We will need a police report when you file a claim. Make sure to let the police know you will need a copy of the report for your insurance company. Your adjuster will work with you and the police to get the information we need to investigate the claim.

What should I do if my jewelry or watch is accidentally damaged?

If you are able to bring the piece to your local jeweler, make sure to go to them ASAP. If you’re away from home, you’ll want to put the jewelry aside to prevent any further damage. Once it’s with your jeweler, you’ll want to file a claim. Make sure to let us know that the piece is with your jeweler, and provide that jeweler’s contact information.

If I have a claim, how will I be compensated?

BriteCo only offers repair or replacement coverage. If your jewelry is damaged, BriteCo will repair and/or rebuild your piece such that it is in the same condition as before the loss. If your jewelry is lost or stolen, BriteCo will replace that item with one of like kind and quality. If your item is part of a pair or a set, at your option, BriteCo will rebuild the missing piece or replace the entire set.

BriteCo does not offer cash settlements to claimants. All payments are made directly to the jeweler conducting the repair or replacement.

The exception to this is watch policies that are written as "Agreed Value Policies".

If I have a claim, do I get to use the jeweler of my choice for a repair/replacement?

Yes, you can choose any reputable US jeweler to work with for your claim. We will work directly with your jeweler and ensure that you are satisfied with their services. We typically recommend that you return to the jeweler who sold you the piece, as you may already have a working relationship, and they understand the intricacies of your piece.

If you do not have a trusted jeweler we can help, just let your Adjuster know that you are interested in the BriteCo Assist program.

What if the jeweler I bought the item from is too far away from where I live?

We will work directly with you and any reputable jeweler of your choice. to ensure your item is replaced. We provide in-house white-glove options If you do not have a trusted jeweler. Just let your Adjuster know that you are interested in the BriteCo Assist program.

How will my out of production watch be replaced?

Due to the well known instability in the watch market, we as a company have reevaluated how we handle watch coverage for all customers-new and existing. All new watch policies are being written as agreed value policies going forward. This means in the event of a claim for loss we will pay the insured limit (agreed value) instead of looking to replace the item.

Do I have to replace my piece with the exact same piece?

No, you are free to work with your jeweler to replace the item with an item of “like kind and quality” if you would like, however, the jeweler will be paid the amount determined to be the replacement cost of the originally insured item that was lost. Anything over this determined amount will be an “out of pocket” expense.

How do claims impact my premium?

Filing a claim will likely not affect the current policy period, however, it may lead to a nonrenewal or increased premium during the next policy period. Non-Renewals are more likely if you have a total loss as opposed to a partial loss. If you file multiple claims within a 5-year period, it is likely that BriteCo will no longer renew your policy.

For smaller claims, like missing gemstones, you could ask the jeweler first if it’s covered under warranty before filing a claim. If the item is new, it’s likely those small repairs are still covered for a period of time following the purchase. This way you avoid filing an insurance claim and continue to take advantage of claims-free rates for renewal.

If there is a claim and BriteCo decides to renew the policy, there will be a 10%-15% premium surcharge.

Can my partner or additional insured on the policy file a claim?

The additional insured may initiate a claim, but the named insured must give the go ahead to formally submit it. All matters of policy maintenance including updates, changes, payments, etc. must go through the named insured. The additional insured may not request any changes to the policy.

What does “like kind and quality” mean?

When BriteCo replaces an item, it will be with an item of like kind and quality. This means that BriteCo will replace it with similar materials and workmanship. For diamonds, this means that BriteCo will replace the lost stone with one of similar shape, weight, color, and clarity. BriteCo will meet or exceed any attributes disclosed on the appraisal submitted for the item at the time the policy was issued. In the case of a claim, we will work directly with your jeweler on the replacement.