Any Recent Australia Post Lost Parcel Insurance Claim Experience?

kyle on 02/02/2019 - 12:53

It's looking more likely by the day that a mobile phone I sold on eBay has been lost by Australia Post. It was posted over the counter about two weeks ago (for delivery a few suburbs away) and have paid $20 for extra insurance. The last scan was at the post office where I sent the item. It didn't even make it to the distribution centre…

I have already lodged a lost parcel enquiry three days after its estimated delivery date, but still have not heard back from Australia Post a week later.

Has anyone made a claim with Australia Post for more than their standard $50? What is the process like and how long does it take?

I am waiting for Australia Post to confirm the parcel is lost before refunding the eBay buyer.

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Comments

  • ArchieD on 02/02/2019 - 13:08
    +2

    AusPost is hopeless they took over a month to deliver some switch games I express posted… At least they showed up eventually but over a month is unacceptable for express shipping that was only slightly out of my state

  • mbck on 02/02/2019 - 13:15

    Did the person asked you what was in it?

    • kyle on 02/02/2019 - 13:34

      Yes because of the amount of insurance I bought. I'm just a little annoyed that it's lost and Australia Post will eventually have to cough up if it's lost/stolen. I last checked the serial number of the phone and it still has not been activated. So maybe it could really be lost…

      • mbck on 02/02/2019 - 14:53

        had the same thing happened to me. The attendant at Preston post office asked me what it was (a phone). Lo and behold, the package went missing. and it was only scanned at that post, did not progress to anywhere else.

        No proof but I know deep down it was stolen by that person.

        • kyle on 02/02/2019 - 14:55
          +1

          I'm guessing your phone is not insured?

          I posted another phone a few months back from another Post Office and the guy didn't ask me what was inside. And that package arrived safely! Coincidence?

          • mbck on 02/02/2019 - 14:58

            @kyle: paypal insured!

            That was the time aust post gave out this slip that shows the buyer address and tracking number. So had to show that.

            Now it's all done automatically via ebay itself.

        • wordplay on 02/02/2019 - 15:14

          got the same question, then "what type?" i dont know how to answer the question next time. I have got one of my friends to do the postage and pretend they dont really understand English.

  • AdosHouse on 02/02/2019 - 14:28
    +1

    I never understood how a parcel just gets "lost". Does it fall off a conveyor belt, roll down a hallway, land on the back of a truck, driven halfway across the state, fall off, and land in a ditch somewhere?

    The parcel is somewhere in AusPost's facilities, with sender and receiver details, just chuck it back in line.

  • jackofspade on 02/02/2019 - 14:33
    +1

    You should get a standard response within 2 days. Basically they'll pretend to search for your parcel for 2 weeks then send you a money order for the insured amount plus postage.

    • kyle on 02/02/2019 - 14:50

      If I don't hear anything by Monday, I will actually call them up and see what they say.

  • Ocker on 02/02/2019 - 15:21
    +1

    Quite often an item can miss the scanning process at one or several stages. Can be any of many reasons, for example the label bar code is not clear, the bar code was not in the right position to be read.
    On occasions the automatic sorting process can send an item to the incorrect mail distribution centre - it could well be the other side of the country.
    When there are hiccups in the sorting process an item can be delayed a couple of weeks.
    We ship 15-20 parcels a week by AusPost and although we get the occasional delay due to the above, we have never had an item totally "lost" forever.

    • dm01 on 02/02/2019 - 19:15

      This post above completely mirrors my experience using AP. Occasional delays, but yet to have something actually get lost. Tracking has sometimes showed items making strange detours to WA before coming back east, and scans are often missed.

      OP, has your buyer said anything about the phone not arriving?

      • kyle on 02/02/2019 - 20:56

        Buyer messaged me asking the whereabouts of the phone. So it definitely hasn't arrived.

  • garetz on 02/02/2019 - 19:07

    Ive had 2 lost parcels in 10 years, one had insurance, one did not. The one without insurance they still refunded the postage cost, and covered $99 standard insurance. The insured item that was lost took about 4 months to finally get the insured amount, they insist you need to prove the item value by current price being sold in retail otherwise they will not pay you out.

    • kyle on 02/02/2019 - 20:57

      The current value is higher than the price I sold on ebay.

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