AUSTRALIA POST & FRAGILE ITEMS INSURANCE RIPP OFF

[reallyhardtofind]

I recently had an antique vase broken on its travels though Auspost, so I told the buyer to claim it through Auspost as it was insured, to my surprise the buyer contacted me and said that the item was not covered by auspost because it was fragile.. Now when I go to the Auspost website and follow their instructions on fragile packing I find ;

Fragile items (e.g. glass)

1. Wrap each item in tissue paper or newspaper
2. Put them into an inner container and put the inner container into a corrugated cardboard outer container
3. Surround the inner container with cushioning material such as bubble wrap on the top, bottom and all sides to limit movement and protect the item
4. Close the outer container with reinforced tape.......

Reading the above on the website is encouraging people to send fragiles(misleading)

After adhering to these terms I get told its not covered and the insurance was werthless and that no fragile items are covered by Auspost. My concern is how many other people are getting the same treatment and how misleading "the website is on fragile items",  "how many people are paying for insurance when they will not be covered at all?" This is clearly a scam and comming up to christmas, with alcohol, glass and pottery objects etc.....AUSPOST should state clearly what is covered and what's not covered by insurance etc. I didn't relize how lucky I have been, let alone as well as other sellers, after sending thousands of dollars worth of fragile items over the years, Clearly it has been dumb luck until now. The only clause I have found relating to damage etc is this clause;

1. Limitation of liability
2. To the maximum extent permitted by law Australia Post excludes completely all liability whatsoever for any loss or damage of any kind (including special, indirect or consequential loss and including loss of business profits) however caused (including negligence) arising out of or in connection with the Services, PostPay, the Website or the use or performance of the Website.

You agree to indemnify Australia Post and its officers, agents and employees ("Indemnified Parties") in respect of any claim, action, damage, loss, liability, cost, charge, expense, outgoing or payment (including legal expenses (on a full indemnity basis) arising from or relating to:

(a) Your use of the Services, PostPay or the Website;
(b) a breach of these Terms of Use by You; or
(c) Your breach of any applicable law.

 Not once do I see anything relating to fragile items in this clause and or on the website, the fact that "fragile items are not covered at all" has not been "DIRECTLY" mentioned. This is very concerning and after getting nowhere with auspost, I will chase this matter up with the correct authorities and have mentioned this just for the purpose of other sellers so they dont get ripped off paying for insurance on fragile items when they will not be covered for anyway....SHAME ON YOU AUSTRALIA POST...... as a result of this I will cease trading on ebay with fragiles such as antique pottery,glass,porcelain etc and that makes me sad because it was a fun hobby and I enjoyed finding those cool things for people over the years...

[reallyhardtofind]

the whole thing covers and covers its misleading .....they should just clearly say insurance does not and will never cover fragile items ...but why would they do that when everyone buys insurance we are talking $$$$$$$$$ big bucks 

[reallyhardtofind]

just trying to look after other people .....

[reallyhardtofind]

[*crikey*mate*]

it just occurred to me

you're ID is like the AP information LOL

[moviemem]

Another problem I had with insurance was that Australia Post asked me to provide an original receipt for the purchase price of the item I sold. They said that they would reimburse me for the amount I actually paid for the item rather than the price I sold it for. I sell collectibles and have had some items for over 30 years so couldnt possibly provide the original purchase receipt.

When I said I would be going to the Ombudsman, they changed their mind and reimbursed me for the full amount of the insurance.

[*crikey*mate*]

I had a claim earlier this year, just on a lost item. I had sold it on eBay for $AU 20 (might have "cost" more, might not have, but it was second hand).

I had sent it through c&S but had no additional insurance. They lost it. They offered to refund the postage price, then with some gentle persuasion, they gave me the cost of the item as well based on the eBay sale.

moviemem - in all the legislation and policies I read last night, from memory, they say they will reimburse the replacement cost of the item up to the maximum amount insured,,,,, not sure how that ties in with your situation, but I'm guessing it does.

[reallyhardtofind]

""Can't really assist you anymore than that with the sketchy details you have provided""

never asked for your assistance thecatspjs...but maybe you should read what I have written properly instead of just flicking over it and then voicing your pointless opinion. I put this message on the board for "sellers"  people to read about "fragile items" not dinner dresses ...

ausposts policies need to be clear for the public on "fragile items".. but then if you have not had a problem with selling fragile items or claiming on fragile items with insurance etc then you wouldn't know apart from just agreeing with auspost's vague policy....

[thecatspjs]

reallyhardtofind don't mind being bagged, but at least get me on a topic I know nothing about. 

I will respond though as my right of reply seeing you have bagged me.

From my read of your vent, IMO your understanding of Aust Post policy is incorrect. 

IMO there is nothing in the terms and conditions of extra cover to prevent your buyer from putting in an extra cover claim to Aust Post as I outlined earlier. 

Whilst AP do not offer a fragile service, they do provide guidelines for packing more fragile goods. This includes that all packed articles must be able to withstand a drop of approximately 1 metre to prevent potential damage or breakage.

If the goods were packed in accordance with those instructions, and this can be demonstrated through the buyer taking the complete packaging that goods were sent in to post office, IMO there should be nothing preventing a buyer from completing a claim form - except ill informed AP workers.

So I will not apologise for my earlier advice, as others may read this thread and get an incorrect understanding based on your vent.

[reallyhardtofind]

you bagged me first then you want to get upset .....go and butt in on someone elses post ...... not once have you understood what has been spoken about.....people are paying insurance for fragile items thats a fact!!  and please show me where it states clearly that they do not cover fragile goods at all or even with insurance .....people need to know that fragile items are not covered at all,,,,showing how to pack a fragile item is actually misleading because people will put insurance on the fragile item they packed at the value of the item when they are not covered at all .......

[thecatspjs]

You posted: and please show me where it states clearly that they do not cover fragile goods at all or even with insurance ....

I can't show you that because they do provide extra cover for fragile items if they are packed adequately  - however you must demonstrate they were adequatley packed when broken in transit  by taking the goods to the PO with the actual packaging they were sent in.

You are the one saying that fragile goods are not insured  - where have you got your information from ? It is incorrect if they were adequately packaged.

The Terms and Conditions of extra cover do not exclude fragile items if they are adquately packaged in accordance with AP instructions.