Stolen items in postal system.

MamaMoo_2

polishingpete wrote: »

Guess we are all wise after the event, thought I'd covered all eventualities by insuring it, when I stood at the counter the staff did not ask why I was insuring for a record breaking amount of money (In this office). There was no docket involved, with hindsight I get the feeling they just handle a parcel, charge the fee and leave it up to the customer to know if they can or can't be insured, thats the negligent part I feel. Without any knowledge of the postal or postal insurance system how is someone expected to know what is covered? With car insurance you get (the option) to see the policy before you buy..
Kind Regards
Peter

You can check the insurance terms before you buy here http://www.parcelforce.com/help-information/compensation-refunds-and-claims/items-we-exclude-compensation
And the post office will also have copies of this. It's not negligent of them to assume a person would research a product was suitable before purchasing it.

visidigi

What documentation did you walk away from the counter with?

polishingpete

I did speak with my home insurance legal man and he pointed out that Parcelforce have satisfied the conditions of carriage, the package got to its destination. The fact the contents are missing is a condition of insurance, which your attention is not drawn to until you need to make a claim.
Restricted and prohibited goods you can't send at all, items excluded from compensation can be sent but not covered. Again this only becomes clear when needed in the event of a loss, in fact there are many many items which are not covered for insurance, car parts for example. It must be a good money making scheme for them.
Kind Regards
Peter

polishingpete

A counter receipt.

MamaMoo_2

polishingpete wrote: »

I did speak with my home insurance legal man and he pointed out that Parcelforce have satisfied the conditions of carriage, the package got to its destination. The fact the contents are missing is a condition of insurance, which your attention is not drawn to until you need to make a claim.
Restricted and prohibited goods you can't send at all, items excluded from compensation can be sent but not covered. Again this only becomes clear when needed in the event of a loss, in fact there are many many items which are not covered for insurance, car parts for example. It must be a good money making scheme for them.
Kind Regards
Peter

Actually, if you had correctly researched the insurance, you'd have seen the list of items excluded from cover.
In fact, if you search for insurance on the parcelforce website, the first result you get is the "excluded items" list.

polishingpete

Although many people have internet access, its worrying if all service providers hide behind the 'its on the web site' you should have seen it when asked. Not much use for many older people who use the postal services.
Thanks for all the comments.
Kind Regards
Peter

visidigi

You don't have a claim with Parcelforce, but I would go so far as to say you do have a claim with the PO counter service.

I would approach the branch where you sent the item and ask for their complaints procedure.

MamaMoo_2

polishingpete wrote: »

Although many people have internet access, its worrying if all service providers hide behind the 'its on the web site' you should have seen it when asked. Not much use for many older people who use the postal services.
Thanks for all the comments.
Kind Regards
Peter

Although if you don't have Internet access you can ask for a leaflet from the post office. If you don't ask, they'll assume you already know. You wouldn't buy a product so important anywhere else without first making sure it would be suitable.

visidigi wrote: »

You don't have a claim with Parcelforce, but I would go so far as to say you do have a claim with the PO counter service.

I would approach the branch where you sent the item and ask for their complaints procedure.

Not sure how you figure this out? The information is there, and those that want it can ask for it. It's not the PO staff's responsibility to check every item of post.

visidigi

MamaMoo wrote: »

Not sure how you figure this out? The information is there, and those that want it can ask for it. It's not the PO staff's responsibility to check every item of post.

In order for the PO counter to take the item internationally (or within the EU) they are required to check what the contents are.

I must admit, I would have expected this to have gone with GLS, not Parcelforce. For the PO counter to send it parcelforce they have to fill in a label and apply it in branch in order for parcelforce to collect it.

On that label they have to specify whats in the package and the values involved. The retail location has quoted and accepted payment for the compensation, they should, as a matter of course ask what it is they are insuring to ensure they are not insuring it necessarily.

They have a responsibility to check whats in the package at acceptance (especially so with international freight after the DFT tightened regulations after the tampered printer toner in the Middle East). DFT regulations state that all contents on international express mail is accurately described on the outside with physical description or harmonized codes.

MamaMoo_2

visidigi wrote: »

In order for the PO counter to take the item internationally (or within the EU) they are required to check what the contents are.

I must admit, I would have expected this to have gone with GLS, not Parcelforce. For the PO counter to send it parcelforce they have to fill in a label and apply it in branch in order for parcelforce to collect it.

On that label they have to specify whats in the package and the values involved. The retail location has quoted and accepted payment for the compensation, they should, as a matter of course ask what it is they are insuring to ensure they are not insuring it necessarily.

They have a responsibility to check whats in the package at acceptance (especially so with international freight after the DFT tightened regulations after the tampered printer toner in the Middle East). DFT regulations state that all contents on international express mail is accurately described on the outside with physical description or harmonized codes.

In which case, there is an issue with the PO not filling in the label appropriately.
However, even if they know what's inside, the PO will still argue it's not their place to advise on the insurance product or even know everything on the list of items excluded from compensation.
A list of goods that cannot be posted? Yes, that's essential knowledge. A list of goods that cannot be insured? Not so much.