Parcel2go claim help please

fidddle

I recently sold a chest of drawers on ebay, the buyer arranged for it to be transported via HDNL on parcles2go website.. it was picked up last friday.

Arrived yesterday badly damaged in transit. the guy delivering advised him to refuse to accept it and send it back to me so that i could claim on the free insurance, he phoned their office who confirmed this was the best thing to do, so he refused delivery and it is apparently back on its way to my house (while i an 125 miles away until the weekend!!)

I went onto the online help chat thing, and the guy i spoke to there said that i could not start a claim as i had not paid for the postage, that i should take photos of the damage and send to the buyer for his claim, he also said (when i said why didn't they just keep it for proof themselves and save petrol and clogging up my hallway) that once photos had been taken i could thow it away.
Spoke to buyer, he said he was unable to start claim.
Spoke to another peron on the chat line, she said i needed to write to [EMAIL="claims@parcels2go.com"]claims@parcels2go.com[/EMAIL] to start a claim,
Written to them twice.. no responce.
in the meantime found on their FAQ that i need to fill in a claim form, and it needs to be with them~:

"All claims MUST be in the Parcel2Go office within 14 days from the date of dispatch; High Value goods claims must by processed within 7 days of date of dispatch" think .. so glad that it isn't high value or i'd have no hope!!
try to download the claims form fomr their site. it tells me access is denied, so i cannot get it to fill it in..

Does anyone know where i can get one!?!?!?! or a number for their claims line.. i can't even find a number on their website to call, been wating on live chat for half my lunchbreak already, not sure what i can do.

thanks in advance for any help