Interlink parcel insurance

neild169

Hello,
Please can someone help me try and claim for a parcel that was delivered broken?

I sent photos and additional information as requested to interlink, and I got an email back saying they were sorry for damage and would send a claim form within five working days. This was Thursday 9th August. By my calculations that would mean the form would be here by about 20th August, taking into account the weekend and the three /four days delivery time.

It hadn't arrived yesterday, the 23rd August, so I sent an email saying please send another as I haven't received the first. Today I got an email back saying that the claim has been denied because I didn't claim within the 14 days!!!

Two emails later and they are still sending me the same, word for word response. Has anyone got any ideas what I do next? The parcel was worth £120, and I have already refunded the customer.

I would be very greatefull for any suggestions,
Many thanks.

chanz4

what was it, and was it packed very well?

neild169

It was a wooden guitar body, and it was packed with bubble wrap and double layers of cardboard. The body had a huge dint in it, it looks like something must have been dropped on it or something like that.

When I sent the aditional info and photos as requested there didn't seem to be a problem with the claim, they just said they would send a claim form. The issue seems to be that I didn't claim within the 14 days, even though I couldn't because I hadn't recieved the claim form to claim on.

I have asked for a breakdown of the time/days so I know at what point I was supposedly 'too late' but so far I have had no reply from the company.

It seems a good way for them to get out of paying insurance to me!

Many thanks.

chanz4

They will try to wriggle saying not packed to handle the parcel system, way dhl used to get out of it

custardy

neild169 wrote: »

It was a wooden guitar body, and it was packed with bubble wrap and double layers of cardboard. The body had a huge dint in it, it looks like something must have been dropped on it or something like that.

When I sent the aditional info and photos as requested there didn't seem to be a problem with the claim, they just said they would send a claim form. The issue seems to be that I didn't claim within the 14 days, even though I couldn't because I hadn't recieved the claim form to claim on.

I have asked for a breakdown of the time/days so I know at what point I was supposedly 'too late' but so far I have had no reply from the company.

It seems a good way for them to get out of paying insurance to me!

Many thanks.

TBH if i was sending that. I would want a solid box or case
that kind of packaging doesnt really guard against crush damage

neild169

Hi,
Thanks for your comments, I will rethink the packaging for the future, but for now my main concern is still getting a claim form! After nearly half an hour on the phone and about 8 emails I finally got to speak to someone who apologised for the 'processing error' and said they would send a claim form- finally (though they did say that the last time too). Fingers crossed.
Many thanks for taking the time to reply.