Collect Plus - refusing to accept insurance claim for lost parcel

djc395

Hi everyone,

Im after some advice as I have run out of ideas with collect plus who have the worst customer service I have ever experienced.

I sent a private parcel via collect plus containing a 10 year old watch to a repair shop based in Nottingham.  I paid for additional insurance to the value of £300 which I believed to be the value of the watch.

The watch failed to be delivered as they attempted delivery outside of the shops opening times and then they refused to redeliver at another time so marked the parcel as return to sender.  The parcel did not make its way back to me and has now been declared by collect plus as lost.

After weeks of hassling them through their online chat and via twitter they sent me a claim form.  They have since rejected the claim due to a condition 7.3 where it states they will not cover valuable jewellery.

I have tried to argue over the definition of valuable jewellery and to the point that the insurance value I paid for covers the cost of the watch but they are refusing to accept any liability.  No where when you are completing the online delivery form does it mention jewellery not being covered, it is not in their prohibited item list so it would rely on the sender finding the wording in their terms and conditions and then interpreting what valuable jewellery means.

They are refusing to tell me their complaints process ending the online chats when I ask the question.  I tried to use the resolver tool but got an automated email back from collect plus saying they do not accept queries from that email address.

Any help or advice would be appreciated.

Thanks
Daniel

Supersonos

I would say a £300 watch is valuable jewellery which, if their T&Cs say they don't cover, then...  you're not covered.

djc395

@supersonos do you not think if you have paid additional for insurance to the value of £300 you would expect to be covered for that amount?

davidmcn

djc395 said:

@supersonos do you not think if you have paid additional for insurance to the value of £300 you would expect to be covered for that amount?

Not if it's for a type of item which is excluded from cover.

DoaM

In the alternative ... sue them for negligently losing your parcel? The T&Cs of the insurance would be irrelevant, as you'd be suing them on the basis of the main contract. (I'm assuming 7.3 relates to the insurance cover?)

djc395

I think 7.3 basically exempts them as part of the main contract rather than just the insurance.  Unfortunately when you are completing the online form it lists some of the items you cant send but not all - it mentions liquids, weapons, glass and china, food, money, perishables, flammables, documents. 

You have to go in to the full terms and conditions to find the articles not carried to see the valuable jewellery.

Articles not carried

1. We shall not be required or caused to carry or convey anything if such carriage or conveyance would be unlawful.
2. We shall not carry gases, pyrotechnics, arms and ammunition or corrosive, toxic, flammable, explosive, oxidising or radioactive materials or any other noxious, dangerous or hazardous goods or goods likely to cause damage. Neither shall we carry human remains, including funerary items such as urns and ashes or animal remains including taxidermy or ashes.
3. We shall not, without specific written agreement, carry works of art, artwork, musical instruments, ceramics, deeds, tender documents, documents of every kind including passports, stamps, securities, vouchers, money, prescribed drugs, precious metals, livestock, liquids, foodstuffs, perishable goods, glass, bullion, coins, precious stones, fossils, stoneware, resin items, amber, composites, valuable jewellery, valuable antiques or plants or plant seeds or derivatives
4. Should You or the Consignor nevertheless (whether knowingly or unknowingly) drop off Prohibited Articles in a Parcel to the Relevant Collection Point or cause Us or Our contractors to handle Prohibited Articles otherwise than under special arrangements previously made in writing, We shall be under no liability whatsoever in connection with the Parcel however arising and You shall be liable for any and all loss or damage caused by, or in connection with the articles however arising and shall indemnify Us against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith and the articles may be destroyed or otherwise dealt with at Our sole discretion or by any other person in whose custody they may be at the relevant time.
5. We reserve the right to reject a Parcel that contains a Prohibited Article.

CardinalWolsey

A £300 watch is not valuable jewellery. Issue them with a LBA/LBC (sent via normal post with a receipt of posting from the post office), and if they fail to respond appropriately to that then carry through and issue a claim via MCOL.

wesleyad

Cant you start a new claim and say its something else. That they lost it means it doesnt matter if its the crown jewels or a tub of vaseline. Had it been broken in transit, that's a different matter and I can see how having these exemptions would make sense.