Parcel sent including handmade gifts for my father from his grandchildren from Xmas, Birthday and now Fathers day. He's been unable to see the kids due to Leukaemia treatment and isolation. Fully insured package for those gifts that could be re-ordered. Parcel marked as delivered and signed for, although Hermes concede there is no GPS data to support this and no photo due to Covid 19 Standards. We have video evidence of the date and time to prove that no-one delivered. Chatbot online goes no-where as it just says it is marked as delivered. Email customer service auto response saying its no long a support change use the Chatbot! Called, phone lines down for 2 days. Hour wait and logged a ticket. 7 days now and still asking how to claim on the insurance for the clearly lost (or stolen) parcel. Updates every couple of days stating the issue has been escalated and sorry for the inconvenience. Save the time and use any other delivery service. If you must use Hermes don't bother with the insurance as apparently you will not even get a straight answer on how to claim.