Parcel2go insurance is a scam
Discussion
I sent a parcel to the US and it went missing. The person who signed for it was not the person who was meant to receive it. Now I'm having a hard time trying to claim it back even though it was insured.
Their claims procedure wants me to submit 3 pieces of evidence:
An email from the receiver saying they did not receive it.
A picture of my driving license/passport to verify MY signature.
And a proof of value.
I was chatting to someone via their online chat and I told her I don't have either of these as communication was verbal, and it's a used item. And what do they need a picture of my license/passport for?!
She replied that used items aren't covered. She also disputed my description of sent goods and said it was vague and fraudulent. She also looked back at my previous items I'd sent and told me they were also vague and fraudulent. She told me my account would be restricted and that the case would be sent for review to a higher power.
Of course I'm outraged, but where do I stand?
Their claims procedure wants me to submit 3 pieces of evidence:
An email from the receiver saying they did not receive it.
A picture of my driving license/passport to verify MY signature.
And a proof of value.
I was chatting to someone via their online chat and I told her I don't have either of these as communication was verbal, and it's a used item. And what do they need a picture of my license/passport for?!
She replied that used items aren't covered. She also disputed my description of sent goods and said it was vague and fraudulent. She also looked back at my previous items I'd sent and told me they were also vague and fraudulent. She told me my account would be restricted and that the case would be sent for review to a higher power.
Of course I'm outraged, but where do I stand?
Vague and fraudulent in that my descriptions were comical and they don't believe what I was sending was described properly.
Regardless of what I was sending, it wasn't on the restricted list and they'll have a hard time proving exactly what it was or wasn't.
Regardless of what I was sending, it wasn't on the restricted list and they'll have a hard time proving exactly what it was or wasn't.
Edited by hooblah on Saturday 21st July 21:09
I don’t get it.
They need to verify who you are so want proof of ID.
They want the receipient to confirm they’ve not received it.
They want to know exactly what you’ve sent to make sure it’s covered.
None of this seems unreasonable and I’d expect it’s covered in the T&Cs of the insurance.
Were you evasive or cagey about the details with them? It sounds like they think you’ve been trying to game the system. Hard to say really without knowing what was sent and what it was listed as.
They need to verify who you are so want proof of ID.
They want the receipient to confirm they’ve not received it.
They want to know exactly what you’ve sent to make sure it’s covered.
None of this seems unreasonable and I’d expect it’s covered in the T&Cs of the insurance.
Were you evasive or cagey about the details with them? It sounds like they think you’ve been trying to game the system. Hard to say really without knowing what was sent and what it was listed as.
hooblah said:
Sorry I don't understand what you mean.
Who must let me know what? Who do I speak to? What does the FCA have to do with this?
Sorry. You bought insurance which presumably P2G use an insurance company for. You have basic rights that come with that as a consumer, as defined by the Financial Conduct Authoriry. One of them is the right to complain, surely either they have a process or the insurer has. And if the complaint is not withheld then you have the right to refer it to the Financial Ombudsman. Who must let me know what? Who do I speak to? What does the FCA have to do with this?
Surely look at it from the courier's point of view for 10 seconds and see why they want this information. At the moment it reads as this:
Hi, I'm John Smith, I promise. I sent something through the post, it really doesn't matter what it was, but it's worth £xxx. The guy at the other end told me directly he hasn't received it.
Are you really surprised at this point that they are simply not interested in your claim?
Now, if this becomes:
Hi, I'm John Smith, here is my valid proof of ID, driving license, passport etc. I posted the following items, which are valued at £xxx. I know the parcel service I used has an insurance level to cover this. Here is a copy of an email I received from the recipient confirming he hasn't received it. It's got his name and address on it.
I'm thinking now you're probably going to get somewhere further.
Hi, I'm John Smith, I promise. I sent something through the post, it really doesn't matter what it was, but it's worth £xxx. The guy at the other end told me directly he hasn't received it.
Are you really surprised at this point that they are simply not interested in your claim?
Now, if this becomes:
Hi, I'm John Smith, here is my valid proof of ID, driving license, passport etc. I posted the following items, which are valued at £xxx. I know the parcel service I used has an insurance level to cover this. Here is a copy of an email I received from the recipient confirming he hasn't received it. It's got his name and address on it.
I'm thinking now you're probably going to get somewhere further.
I don't see why it is down to the customer to prove anything.
The parcel company have agreed to deliver a parcel under the condition that it is insured for £x if they fail to do so, or damage it.
The contents of the parcel should be irrelevant, they agreed it's 'value' when they set out the insurance terms.
It could be a box of fresh air, if they don't want to pay out the agreed value, then they should make sure they deliver it as agreed or don't offer insurance on it in the first place!
The parcel company have agreed to deliver a parcel under the condition that it is insured for £x if they fail to do so, or damage it.
The contents of the parcel should be irrelevant, they agreed it's 'value' when they set out the insurance terms.
It could be a box of fresh air, if they don't want to pay out the agreed value, then they should make sure they deliver it as agreed or don't offer insurance on it in the first place!
Proof, or at least strong evidence of value should be obtainable from the description of the contents you gave. If you can’t do this, then maybe they have a point.
How did the intended recipient inform you it hadn’t arrived? Can you not just ask them for something in writing?
What was the stated value of the parcel? What are their stated insurance terms?
How did the intended recipient inform you it hadn’t arrived? Can you not just ask them for something in writing?
What was the stated value of the parcel? What are their stated insurance terms?
Shuvi McTupya said:
I don't see why it is down to the customer to prove anything.
The parcel company have agreed to deliver a parcel under the condition that it is insured for £x if they fail to do so, or damage it.
The contents of the parcel should be irrelevant, they agreed it's 'value' when they set out the insurance terms.
It could be a box of fresh air, if they don't want to pay out the agreed value, then they should make sure they deliver it as agreed or don't offer insurance on it in the first place!
Exactly this. They asked me what I want to insure it for and that's that. They ask you to describe the item you are sending but it has a limited amount of characters so you can't even do that properly even if you wanted to. And I never describe my item properly either, it's none of their business what I'm sending! They have no way of verifying it so what's the point?The parcel company have agreed to deliver a parcel under the condition that it is insured for £x if they fail to do so, or damage it.
The contents of the parcel should be irrelevant, they agreed it's 'value' when they set out the insurance terms.
It could be a box of fresh air, if they don't want to pay out the agreed value, then they should make sure they deliver it as agreed or don't offer insurance on it in the first place!
And at no point do they inform you that used items aren't covered. Ive gone through their order process and it's not there, so where has this nonsense come from? I should be entitled to a full refund if that's the case as it's simply fraud.
V8LM said:
Proof, or at least strong evidence of value should be obtainable from the description of the contents you gave. If you can’t do this, then maybe they have a point.
How did the intended recipient inform you it hadn’t arrived? Can you not just ask them for something in writing?
What was the stated value of the parcel? What are their stated insurance terms?
What if it's not an everyday item and it's hard to out a price on? They should ask for this info first before insuring it for an agreed value. And regardless of what it's worth, they insured it for a certain value so they should reimburse me for that agreed value.How did the intended recipient inform you it hadn’t arrived? Can you not just ask them for something in writing?
What was the stated value of the parcel? What are their stated insurance terms?
The recipient informed me via text. But that's irrelevant. The parcel was signed for by a person who was not the intended recipient. It's clear to see, and they have this evidence to hand.
I can't see any insurance terms on their website. Only something about prohibited items.
hooblah said:
Exactly this. They asked me what I want to insure it for and that's that. They ask you to describe the item you are sending but it has a limited amount of characters so you can't even do that properly even if you wanted to. And I never describe my item properly either, it's none of their business what I'm sending! They have no way of verifying it so what's the point?
And at no point do they inform you that used items aren't covered. Ive gone through their order process and it's not there, so where has this nonsense come from? I should be entitled to a full refund if that's the case as it's simply fraud.
It is every bit of their business to know what they are transporting, importing, exporting, ... for a whole number of legal, safety, tax etc. reasons.And at no point do they inform you that used items aren't covered. Ive gone through their order process and it's not there, so where has this nonsense come from? I should be entitled to a full refund if that's the case as it's simply fraud.
V8LM said:
It is every bit of their business to know what they are transporting, importing, exporting, ... for a whole number of legal, safety, tax etc. reasons.
I can understand that. But how do they verify it? If they can't verify it then it makes no sense to ask questions later, and then accuse the customer of lying.hooblah said:
V8LM said:
It is every bit of their business to know what they are transporting, importing, exporting, ... for a whole number of legal, safety, tax etc. reasons.
I can understand that. But how do they verify it? If they can't verify it then it makes no sense to ask questions later, and then accuse the customer of lying.Parcel2Go - Compensation Cover (if purchased):
Parcel2Go said:
In order to ascertain the extent of our liability above, we shall require proof of the value and weight of the entire Consignment and any part or parts of it which make it up and you must ensure that, prior to our collection of the Consignment, you have a record of these. For the avoidance of any doubt, and without affecting clause 6.5, we shall only be liable for the replacement value of the Consignment and not for any sums that would amount to profit on the Consignment or applicable value added tax (or like tax) on such profit.
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