Jewellery insurance broker has made a promise to its customers to uphold the highest values in its business practices in a new document.

Ahead of its 135th anniversary and as part of its ten-year strategy the company has released its ‘Vision, Mission and Values’ document.

Its ‘Vision, Mission and Values’, which summarises the company’s ethos and approach for the first time, was inspired by customer feedback.


The company’s values are to put customers first, do the right thing, look for solutions and be a team.

The launch of the ‘Vision, Mission and Values’ follows the company’s brand refresh, which included a new website that makes TH March believes makes it more accessible to customers.

Neil McFarlane, CEO of TH March, said: “The ethos we have set out – of uncompromising quality and genuinely putting the customer first – is not new. In fact, it has served us well for the last 135 years.

“However, this is the first time we have encapsulated our unique approach and made a public promise to customers to treat them in a particular way.

Neil McFarlane

“We have always been transparent with our customers. Our ‘Vision, Mission and Values’ take that a step further. This is an important moment for TH March because all our customers now know exactly what to expect from us.”

Meanwhile, head of customer experience, Nat Brown, said: “Our ‘Vision, Mission and Values’ comes straight from the mouths of our customers. It summarises how they see us and will serve as an anchor for us to ensure we stay true to our ethos.

“We are different from other organisations in the industry. For example, our staff aren’t monitored for how long they spend on calls with customers – each customer has as long as they need so they never feel rushed. We take the time to explain terminology, safety measures and risk management.

“It’s in our hearts to want to help people and our research shows that our customers see us as trusted advisors and problem solvers.

“Being trusted to be by the customer’s side as their experts means everything to us. We are also committed to the relationships we have with our partners and the industries we serve.

“We want our Vision & Mission to convey to them that they all have a voice in the future of TH March and that our products, systems and processes are designed around their needs.

“Our Vision, Mission and Values will ensure we continue to be genuinely customer-centric and give everyone the same dedicated level of service, every time they deal with TH March.”

The full document can be read here.