Parcelforce won’t reimburse me

My case involves a package I sent via Parcelforce’s “Express AM” delivery service, costing £20.48.

This included a separate payment to provide “insurance”, which was the word used by the post office employee at the counter.

This was supposed to cover me for any damage up to the value of £200.

The employee specifically asked me if I wished to insure the item I was sending and asked me what it was. I said it was a lamp.

When it was delivered, the lamp was found to be irreparably damaged.

I sought compensation from Parcelforce and was informed that it was on the list of excluded items and therefore was not eligible for compensation.

Can you please intervene for me in this matter? DT, SURREY

There is an extensive list of excluded items on Parcelforce’s website but your attention had not been drawn to it.

In fact, your item was ceramic. In your dealings with Parcelforce, apparently, you did not mention the material from which it was made.

Even so the Post Office counter staff could and, I argued, should have asked.

Parcelforce had rejected your claim, stating that on their excluded list were ceramics or “composites wholly or partially made of china/pottery and/or porcelain” such as plates, teapots, vases and ornaments.

I contacted the Post Office and it then acknowledged that it is likely that the branch did not provide full information regarding the restrictions on compensation cover when sending ceramic items.

It apologises to you and is now covering the cost of the lamp and the postage.

The Post Office said it wanted to “reassure customers” that branch staff received full training

on how to handle such transactions. It said it had ensured that the branch concerned has been reminded of the correct processes in cases such as yours.

This includes making customers fully aware of the terms and conditions that apply when sending Parcelforce mail items that are exempt from compensation for damage or loss.

The Post Office said it wanted to remind customers of the importance of properly packing delicate items before sending.

Failing to do so could affect the outcome of a potential claim.

You had tried to take the issue to the Postal Redress

Service, an independent postal dispute resolution service (postrs.org.uk, 0207 520 3766).

However, it came back saying Parcelforce is not a member of the scheme – nor for that matter is the Post Office.

Royal Mail Group said: “Ofcom only requires that regulated Universal Service products provided by Royal Mail are part of POSTRS.” This does not apply to Parcelforce.

luggage was stolen.

This happened shortly before I was due to catch a ferry to Menorca.

I have travel insurance with InsureandGo.

I have paid premiums with this company for some years on the innocent assumption that I was covered for various things, certainly stolen luggage.

I admit I had not initially read the 22 exclusions that are listed.

But now I see that any money or valuables lost or stolen from an unattended motor vehicle are not covered by my policy.

Another exclusion the company has on its list is: “Property you leave unattended (other than in locked accommodation).” JS, JERSEY

The first exclusion on the travel insurance policy only mentions money and valuables and so might make your claim seem viable, while the second rules it out.

The list of exclusions have to be gone through with a fine-tooth comb to be understood.

I couldn’t persuade InsureandGo to change its mind and accept the claim.

It said it was sorry to hear about your case but “as with all insurance policies, there are certain circumstances and situations that are excluded as they’re considered high risk”.

A spokesman said: “Although we’re unable to cover some eventualities there are many more that

we do, so it is worthwhile having travel insurance when you go away.”

It may be worth checking your household contents policy if you have opted for “all risks”.

If that fails you should also check your own car insurance.

For example, AA Insurance said its car policies will often cover property stolen from a locked car for up to £500 as long as the goods were hidden from public view.