Parcel insurance

pippy78

Hi I recently took out insurance when I sent a parcel via parcel monkey. On their website they have an image of parcel monkey and parcelforce on the same page so I thought it was the same company. When the parcel arrived damaged I tried to put in a claim for parcelforce.they took ages getting back to me and it stated that the claim has to be registered with parcel monkey. When I finally got in touch with parcel monkey they said that they only allow 5 days till after the delivery for a claim to be lodged. This doesn't sound very fair. Are they within their rights to do this?

I have included the image on the website which shows parcel monkey and parcelforce. Hopefully this will explain why I thought they were the same company.

[Deleted User]

pippy78 said:

Hi I recently took out insurance when I sent a parcel via parcel monkey. On their website they have an image of parcel monkey and parcelforce on the same page so I thought it was the same company. When the parcel arrived damaged I tried to put in a claim for parcelforce.they took ages getting back to me and it stated that the claim has to be registered with parcel monkey. When I finally got in touch with parcel monkey they said that they only allow 5 days till after the delivery for a claim to be lodged. This doesn't sound very fair. Are they within their rights to do this?

I have included the image on the website which shows parcel monkey and parcelforce. Hopefully this will explain why I thought they were the same company.

Your error. You know you booked with parcel monkey so why would you claim through a different company. Websites carry lots of logos, trade standards, partners, sponsors etc. 

Aylesbury_Duck

They are allowed to do that, yes.  Parcel Monkey have lots of courier company logos on their site, it doesn't mean they're the same business.

the_lunatic_is_in_my_head

pippy78 said:

Hi I recently took out insurance when I sent a parcel via parcel monkey. On their website they have an image of parcel monkey and parcelforce on the same page so I thought it was the same company. When the parcel arrived damaged I tried to put in a claim for parcelforce.they took ages getting back to me and it stated that the claim has to be registered with parcel monkey. When I finally got in touch with parcel monkey they said that they only allow 5 days till after the delivery for a claim to be lodged. This doesn't sound very fair. Are they within their rights to do this?

I have included the image on the website which shows parcel monkey and parcelforce. Hopefully this will explain why I thought they were the same company.

Parcel Monkey are selling two things, a courier service and a separate Extended Liability (they don't sell insurance). 

It is correct that your claim should be made with Parcel Monkey but assuming you purchased as a consumer your argument should be that making a claim within 5 days is an unfair term. 

You should check the item isn't excluded:

www.parcelforce.com/help-and-advice/sending/items-we-exclude-compensation

and if not send them a letter before action for the amount claimed along with proof the item was packaged according to any reasonable requirements stated. 

As an aside when you book Parcelforce with them the T&Cs check boxes state:

I confirm I've read and agree to the specific terms of Parcelforce which can be found in the following 2 links. Compensation Exclusions and Prohibitions and Restrictions Guide.

and the two links go directly to the Parcelforce website which could cause confusion regarding making claims so the other option is to point them to:

The time limit for notifying us of your claim may be extended upon receipt of your written request if you can prove to us that you or the person receiving the goods did not have a reasonable opportunity to inspect the goods within the time periods stated. Consent to such a request will not be unreasonably withheld.

Advising the confusing information they presented during booking lead to claim being delayed and as they are able extend the timeframe it would be suitable to do so on this occasion as well. 

They will do everything to fob you off, letter before action is likely to result in payout but it's recommended to follow any available to steps to show the court you have been reasonable should it come to that. 

mattyprice4004

Tesco have the Nestle logo on their site, it doesn't mean they're the same company.
Unfortunately you need to deal with the right company at the right time, or it'll result in a rejected claim - anything could have happened to the parcel in the meantime so Parcel Monkey understandably don't want to get involved. 

the_lunatic_is_in_my_head

mattyprice4004 said:

Tesco have the Nestle logo on their site, it doesn't mean they're the same company.
Unfortunately you need to deal with the right company at the right time, or it'll result in a rejected claim - anything could have happened to the parcel in the meantime so Parcel Monkey understandably don't want to get involved. 

You have to ask why Parcelforce themselves offer 30 days for claims but Parcel Monkey only 5 if the length of time has anything to do with the odds of a false claim being file.