P2G are not the courier, so anybody says "They Lost/Broke" may parcel is incorrect. P2G is a broker for other couriers, so you make the choice of which service you use be it Hermes/TNT/Parcel Force. If you want more reliability/tracability chose Parcel Force, if you want it Cheap go hermes. But neither is 100% If you want it closer to 100% use Royal Mail Signed Special Delivery. If you want it even closer to 100% use a dedicated point2point courier.. But if you want it CHEAP go back to P2G and book the cheapest service. I send 400's + parcels a year, all booked with P2G with about 1-2% issues. Yes customer service is difficult, mainly because they have to go to the individual courriers for information... If you don't want the man in the middle, Book direct. for Hermes it's a little bit more expensive, for others it gets quite expensive with no contract. If it's valuable, Insure it.