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Thornhill Team Page FAQs

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  • Where can I get the app?
    You can download it for free from the AppStore or Google Play.
  • How do I sign up to Found?
    Once you’ve downloaded the Found app you can create an account using your email address. If email and passwords aren’t your thing you can sign up using Facebook, Twitter or Apple ID credentials. When using Apple ID if you want to hide your email address from Found please turn email forwarding on so that we can contact you regarding important account updates. Once you’ve signed up you are ready to go. If you do sign up using your email address, look out for an email from us to verify your account. You will need to do this before being able to login to the Found app.
  • How do I register an item?
    It’s easy! Just follow the in-app instructions to create an account first. We’ll send you an email, don’t forget to check your spam folder, to verify your account. Open the app and press the protect item button. Take a photo of the item and our image recognition technology will fill out the details. Fill out any more details you'd like to add, this will help us match you with your items faster if they are ever lost.
  • How do I mark an item as lost?
    It’s easy! Just follow the in-app instructions to create an account. Tap on ‘Protect an item’ and follow the instructions. Once you have registered it the item will appear on your ‘Items’ list. Tap the newly added item and tap the ‘Mark as lost’ button. If you have already registered your lost valuable it’s even easier. Open the app, tap the item and tap the ‘Mark as lost’ button. If you haven’t yet registered the item follow the steps in how do I register a valuable with Found, once registered you can mark the item as lost using the steps described above.
  • What if I have lost my smartphone?
    If you have lost your smartphone, you won’t be able to easily access the app. If that happens head to our Report Lost Property page to tell us about it and we'll start the search. If you already have a Found account you can login here and mark your phone as lost as well.
  • How do you match up items of lost property?
    We use a combination of the data you supply and the data supplied by our partners to match you up. The photo you upload, description of the item and details of when and where you lost the item are all really useful. The more information you put in the app, the faster the Found tech can locate your lost property.
  • I haven’t received any emails from you…
    You may not have received your email from us to validate an email based account, or you may not be receiving emails from us updating you on items you have lost or found. Have you tried checking your spam folder? Yes, sometimes we end up in there. If you still can’t find any emails from Found contact us and we will get that sorted asap.
  • How do I get my favourite businesses on Found?
    If you have a local spot you like to hang out...and may have lost something in, you might want to get them on Found. We are all about community so the more the merrier! To see them on Found you can post on social media and tag Found and the business in your message. That way we both know and we can get in touch with them. Failing that get in touch and we’ll follow up with them.
  • How does your image recognition software work?
    We’re glad you asked. Our image recognition technology utilises super clever machine learning that is constantly training to become more intelligent. For example, after seeing a lot of Macbooks it learns to recognise one all on its own! The more things we take pictures of the more intelligent it becomes, so remember to include pictures of your items to make matching even better for when you lose something. Don’t worry about the Found tech taking over the world though, it’s friendly and focused on the mission of protecting your valuables.
  • I have a match, what do I do next to get my item back?"
    Your lost property has been found and you want to get it back, hooray! If another Found user found your valuable they have the ability to drop the item at a local Found business partner’s site for you to collect. They can also share their email address with you so you can connect via email to arrange to collect the item. If the item was found by a Found Business Partner you have the option to collect the item in person from the partner, or you can arrange to have the item sent back to you by one of our trusted courier partners. Just follow the in-app instructions, pay for the service you have selected and sit back and wait for your item to make its way home.
  • How do I get my lost property back?
    Your lost property has been found and you want to get it back, hooray. Follow the instructions that will be emailed to you and arrange to collect your lost item. If collecting it is inconvenient, you can arrange to have it sent back to you with one of our trusted courier partners. Just follow the in-app instructions, pay for the service you have selected and sit back and wait for your item to make its way home.
  • I haven't heard about my lost property, what gives?"
    If you haven’t heard about your item, we haven’t managed to find it...yet. If you are worried you have missed an email or notification you can view any status updates in the Found app by clicking notifications. If your valuable is still showing as ‘Lost’ we haven’t found a match yet. If it is showing as ‘Found’ we have sent you an email to tell you, so it could be worth checking your spam folder and the notification section of the app to set your preference for collecting the item.
  • I found my item already, how do I change it in the app?"
    Great news you found your item! You can change its status to found so that we stop looking for it by selecting the item from the home screen and in item details select the ‘Mark as found’ button.
  • I think the app isn't working, how do I let you know?"
    Thanks for taking the time to find this out, you are a star! So that we can look into this please report your problem here, including sharing the details on the issue you have experienced.
  • Who is Sir Foundalot?
    Sir Foundalot is our mascot! He's dedicated to helping you protect your valuables and works tirelessly to find them when you can't. He's the head honcho at Found HQ and is in charge of our clever image recognition software. He is also a 🦁 Leo, has never tried 🧘‍♂️ yoga, only likes his 🍳 eggs scrambled and won't disclose his real age!
  • I have feedback on the app I’d like to share with you
    That’s great, we love to hear from our users so that we can continue to develop the Found products. Please submit your feedback here - we really appreciate it!
  • Why is my email address listed as an @privaterelay.appleid.com in the app?
    When you sign up to Found using your Apple ID you have the option of sharing or hiding the email address associated with your Apple ID account. If you select to hide your email address from Found, Apple put a relay email address in place to manage emails between Found and yourself. This relay address ends with @privaterelay.appleid.com and is unique for emails between Found and yourself. Please note if you decide to turn the forwarding option off for the Found app you will not receive any emails from us. This means if we find a lost item of yours, you will not receive an email to let you know we have found it.
  • Is my personal information secure?
    Yes, all data is encrypted when it is sent to and contained within our database. We take personal information very seriously, building and operating our technology to ensure data is safe and secure at all times.
  • How do I deactivate my account?
    If you no longer wish to use the Found mobile and web applications you can deactivate your account by: 1. Opening the Found mobile application and navigating to the profile screen, once there select settings in the top right hand corner of the screen. 2. On the settings screen you will see the option to deactivate your account If you are no longer able to access the Found mobile application please contact us selecting the option deactivate account. Let us know your name and email address you used to create your account on Found and we will do the rest. If you signed up via Facebook or Twitter the email address will be the one you use for those applications. If you signed up using Apple ID and selected not to share your email address please ensure you provide your full name when contacting us.

Key Information for Found 

 


Contact Found
 

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Weblinks

•    Found  www.foundprotect.com

•    Seeker  www.searchbyseeker.com

•    Webpage for Thornhill team  https://www.foundprotect.com/thornhill-faqs

•    Webpage page for your policyholders  https://www.foundprotect.com/thornhill-insurance


App Links
 

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Key Info

1. What is Found?

Found is a platform that helps people safeguard, register, and recover their valuable personal items through a combination of digital tools and a community-driven recovery network. Users register their belongings via the Found app, and if an item is lost or stolen, Found helps them report it, search for it, and, where possible, recover it.

Registering valuables in the Found app gives the owner a secure proof of ownership for key details like:

•    Receipts
•    Photos
•    Serial Numbers
•    Condition
•    Value
•    Insurance details


Encourage app registration early: The sooner a policyholder registers their items, the more benefits they’ll get if something goes wrong.

how to register an item demo - App demo 
 
2. Common Questions You Might Be Asked

Q: What exactly does Found do?
A: Found allows users to register their valuable possessions and, if they are lost or stolen, report them quickly. Found uses technology and its community to help recover items. It also offers features such as  user alerts of thefts in your area, tips on protecting valuables, reminders for servicing, proof of ownership, and to store insurance details.
 
Q: How do customers register their items?
A: Items can be registered in the Found app very simply and quickly - by adding photos, and if desired receipts, serial numbers for secure proof of ownership. This information helps in verifying and recovering items if something goes wrong.
 
Q: Is there a cost to using Found?
A: Found is free exclusively for Thornhill policy holders
 
Q: What happens if a customer loses an item?
A: They can report it through the app. Found will start the process of alerting nearby businesses, checking found reports, and notifying the user if there’s a match. If insurance is activated, claims can also be initiated.
 
Q: How does Found help with stolen items?
A: The app allows users to flag items as stolen. This triggers a wider alert across the Found network of 2nd hand retailer and online retail platforms like Ebay and Facebook and increases the chances of recovery. Found also works with the police and insurance partners where relevant.

 
3. Support Tips for Team
•    Train your team: Ensure your team is familiar with the app, the website, and how the Found membership works.
•    Direct complex cases to support: If a question goes beyond your internal knowledge, direct customers to www.foundprotect.com where they can access direct support from us.
•    Encourage app registration early: The sooner a policyholder registers their items, the more benefits they’ll get if something goes wrong.
 
4. Key Features You Should Know About
•    We are built to help people protect and safeguard their valuables
Proof of ownership – Time-stamped item details and photos stored in the app.
•    Lost and stolen item recovery – Reports can be made directly in the app.
•    Community and business network – Found partners help spot and report found items.
•    Alerts and reminders – From local theft alerts to servicing or warranty reminders.

5. GDPR 

  • We don't share Found user data with anyone besides your insurance company.


 

 

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