I have made a claim for an earing that my wife lost recently , they are covered under the policy and this has been confirmed by "Quoptemehappy" , to process the claim I need to send to them the one earing that was not lost and they will send a new pair of earings , I can then buy back the one earing??? I already own the one earing why would i need to return this only then to have to pay to get back something that I already own, if my wife had lost both earings they have said they would have replaced the pair, so whats the differance? Customer service was very poor (American lady) simply kept quoting and reading the policy to me. So what they actually want is for me to pay the excess £150 , they get a diamond and pearl earing , which they then recycle to recover their costs. Having already bought the replacement earings as they were a special 50th birthday gift for wife , and not wanting to take then risk of not being able to get them as they match her necklace I simply wanted the money minus the excees , not complicated I would of thought. All I got was as page 38 of your terms , no customer service no understanding and certainly not being listened too as a customer....