Parcel2go insurance is a scam

[hooblah]

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?

[hooblah]

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.

Edited by hooblah on Saturday 21st July 21:09

[hooblah]

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?

[hooblah]

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?

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.

[hooblah]

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.

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]

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.