This company is stuck in the middle ages. Simply "forgot" to pick up my urgent by-9am-next-morning envelope (£35), so my passport arrived a day late for a visa application (=£100 higher fee for fast-track visa). They kindly offered to refund the fee, at which point their extremely efficient (not!) claims process swung into action. Lengthy online paperwork was followed by a request to... ...wait for it... ...upload a copy of the email *they'd* sent me as proof of purchase!?!? To add insult to injury, the system kept sending me reminders to upload this document after I'd done an upload (apparently because nobody had bothered to review the document I'd uploaded, the automated system kept sending me emails saying I hadn't uploaded it). So, yes (sigh), a phone call to their call centre sorted out everything - the agent told me he could in fact access everything he needed on their system (surprise!), and promised to resolve the claim immediately. So phenomenal incompetence (missed the urgent pick-up), followed by phenomenal bureaucracy and disorganisation... Whatever you do, don't use ParcelForce.