Parcel2go Refused damage claim

[mrgazer]

Hi all,

Hope everyone is keeping good and safe.

Long story short, I run a car parts business and often sends car parts to the EU. Despite the Brexit delays and custom complications, a few of our parcels has been returned from the EU. This particular one returned due to customer not paid for custom duty.

Anyway, the parcel was an exhaust system, has been returned back to us damaged, we always pay for additional insurance in event of situations like this. Put in a claim with parcel2go, they are now denying our claim on the basis that it is a Prohibited Item / No Protection item.

https://www.parcel2go.com/prohibited-items

As today (26.04.2021), they are denying our claim on the basis that the item is of the following items which are either a prohibited item / No Protection item:

• Large Vehicle Parts - Including Vehicle Panels, Spoilers, Doors Or Engines, Any Car Parts Containing Oil Or Liquids Or Items Related To
• Small Vehicle Parts Including Headlights, Taillights, Gearboxes, Motorcycle Parts
  As of today (26.04.2021), they are denying our claim on the basis of:

Non of the terms above state anything about exhaust systems. In your honest opinion, is it worth taking Parcel2go to small claims and would I stand a chance of winning the case?

Appreciate any advice. Thank you

 

[WaveJumper]

I may be wrong but unfortunately the way I read this was: large or small parts 'plus' including specifically any of the following.

I am guessing if this was an expensive item if claiming is not going to put you out of pocket it would be worth trying as you have nothing to loose.

 

[Owen Parry]

It's explicitly stated that Large Vehicle Parts are not covered. Depends on the price of the exhaust system - if it's under a grand I wouldn't bother and just chalk it up to a learning experience.

How badly damaged is the system? Can it be repaired and resold under a 'refurb part'?

 

[Newchodge]

That is a bit weird. Prohibited items are Large Vehicle Parts and Small Vehicle Parts. Presumably they will accept medium sized vehicle parts? The examples are just that, examples, all vehicle parts seem to be prohibited so I don't think you have a cat's chance in hell if those Ts and Cs were properly notified to you at the point of purchase. You need to look for a new courier.

 

[IanSuth]

I would be asking them to tell you what is accepted then as you purchased insurance to cover shipping of vehicle parts and they seem to have sold it to you with a clause excluding most vehicle parts, so could they either pay up or refund all of your insurance premiums since they adopted that wording in their policy (you never know it might work)

 

[mrgazer]

I may be wrong but unfortunately the way I read this was: large or small parts 'plus' including specifically any of the following.

I am guessing if this was an expensive item if claiming is not going to put you out of pocket it would be worth trying as you have nothing to loose.

Many thanks for your input, it's not awfully expensive, but close to £500. But looking at the comments looks like I am just going to have to let it slide.

 

[mrgazer]

It's explicitly stated that Large Vehicle Parts are not covered. Depends on the price of the exhaust system - if it's under a grand I wouldn't bother and just chalk it up to a learning experience.

How badly damaged is the system? Can it be repaired and resold under a 'refurb part'?

thanks for your input, there is a dent in the middle of the system, and dent in the tailpipe, both need to be cut out and rewelded with new parts. not worth the time and money in repairing to be honest. it's indeed under a grand, and looking at most of your comments, looks like im going to have to let it slide, it's just that I am extremely angry at the fact that all these years they have known that i use their service for car parts, and continuously to charge for insurance knowing the fact that they wont pay out.

 

[WaveJumper]

Many thanks for your input, it's not awfully expensive, but close to £500. But looking at the comments looks like I am just going to have to let it slide.

Stainless steel by the sounds of it.

I also would as suggested above ask them what do they actually cover on their insurance as its sounds like not a lot

 

[mrgazer]

That is a bit weird. Prohibited items are Large Vehicle Parts and Small Vehicle Parts. Presumably they will accept medium sized vehicle parts? The examples are just that, examples, all vehicle parts seem to be prohibited so I don't think you have a cat's chance in hell if those Ts and Cs were properly notified to you at the point of purchase. You need to look for a new courier.

thanks for the input, i gathered this may be the case, in my opinion though, they could have been a bit more clear in terms of what parts are covered / not covered. but appreciate your advice.

 

[mrgazer]

I would be asking them to tell you what is accepted then as you purchased insurance to cover shipping of vehicle parts and they seem to have sold it to you with a clause excluding most vehicle parts, so could they either pay up or refund all of your insurance premiums since they adopted that wording in their policy (you never know it might work)

I certainly would do that thanks for your input, i am just very angry at the fact that they have been charging for insurance knowing the fact that they wont pay. certainly would try the other option and ask for all premium back for over the years. thanks again

 

[mrgazer]

Stainless steel by the sounds of it.

I also would as suggested above ask them what do they actually cover on their insurance as its sounds like not a lot

correct - stainless steel, its worthless after all that effort of cutting and rewelding, after labour. but thanks again definitely will go down the other route of asking what is exactly covered.

 

[JEREMY HAWKE]

P2G are simply parcels resellers and operate by just having accounts with the parcel companies a business model that anybody here could take on

It really is not worth your time as their t&cs will probably have something written in to worm their way out

My advice is to have a direct account with the carrier . There is no easy way when dealing with them but dealing direct does iliminate one obstacle

 

[MBE2017]

My advice is to have a direct account with the carrier . There is no easy way when dealing with them but dealing direct does iliminate one obstacle

You will find many parcel companies just as obscure. You really need a letter or email detailing what is covered for sure, talk to your next company and explain what you are sending, how it is packed etc. Get it in writing.

 

[Mr D]

I certainly would do that thanks for your input, i am just very angry at the fact that they have been charging for insurance knowing the fact that they wont pay. certainly would try the other option and ask for all premium back for over the years. thanks again

They offered insurance. You, knowing what they cover and not cover, agreed to pay the insurance premium. Quite what you thought you were paying insurance for is questionable but not the company concern.
They did not presumably require you to and you did not pay for seperate insurance with anyone else.

Your choice, not theirs.

 

[thetiger2015]

They're a strange one. Because they offer you 'extra' insurance, which suggests that you will be covered for more than usual but actually, they still use the prohibited list (which includes virtually everything in the world) and don't insure any items against that list.

It's fine if they say 'you pay your money, you take your chance' but they actually have pop ups, encouraging you to pay for additional cover and then don't honour anything. Making the insurance worthless I'd of thought?

You won't get anywhere with them but for high value items, use a dedicated courier and then double check that you're covered for the exact items before sending. All couriers seem to have get outs now, they don't actually promise to deliver anything, they just say they'll 'try' to deliver your package.....it's all getting a bit ridiculous.

 

[MBE2017]

All couriers seem to have get outs now, they don't actually promise to deliver anything, they just say they'll 'try' to deliver your package.....it's all getting a bit ridiculous.

The terminology is getting mixed up, couriers carry your goods on a dedicated vehicle, often with no other goods, parcel carriers stick your item through theirs, and normally others networks until the item reaches its destination.

Couriers have no problem to my knowledge in guaranteeing deliveries, and providing quality insurance. Parcel companies offer a fantastic service normally for incredibly low rates.

You pay your money.....

 

[JEREMY HAWKE]

The terminology is getting mixed up, couriers carry your goods on a dedicated vehicle, often with no other goods, parcel carriers stick your item through theirs, and normally others networks until the item reaches its destination.

Couriers have no problem to my knowledge in guaranteeing deliveries, and providing quality insurance. Parcel companies offer a fantastic service normally for incredibly low rates.

You pay your money.....

The problem is that you have educate 66 million people and you have only covered a few
I gave up on that fact ages ago everybody just calls the parcel companies couriers now and their is nothing we can do about
Ha ha They even call drug runners couriers