I've spent thousands of Pounds with Hermes over the last 10 plus years, sending car and motorcyle parts all over the country. I always make sure that I pay the extra for the correct level of insurance to cover the items that I send to safeguard my customers and I. Two months ago an item was damaged in transit. This is obviously disapointing to the Customer and I but my first point was to refund the customer and ensure they where happy. Once that was done they kindly supplied extensive photo's of the damage so I could make a claim with Hermes. This is the first claim I've had to make and they make it near on impossible to do so. It took weeks of calls and e-mails to actually get the correct link to make the initial claim as if you follow their process on the web site it just seems to keep refferring you to their live chat, which is actually just a BOT which can only propvide very limited set of responses. So I finally managed to get my claim submitted and and after a further 5-6 weeks of chasing they have now rejected it stating that the item I am claiming for should be made of glass as far as they are concerned and as such is not covered. However the item (a Ford Headlight) is actually constructed of high density plastics as are most modern headlights and has no glass in it of any kind. I sent numerous photo's, links to the website that the item was originally advertised on and manufacturer's specs to prove this was all Plastic and NO glass of any kind. Even in the Photo's you can clearly see that the broken parts are PLASTIC. Yet they still reject the claim stating it's glass when it's clearly not. Hugely frustrating and costly to me. So after years of loyal custom and thousands of pounds spent with Hermes, they've lost a loyal customer. I'll now take my Business elsewhere as their insurance is clearly worthless and just used to up their profit margins.