James, that box is ridiculous! Hopefully you'll get on better than I have. In the process of going through the final round of a claim. Basically bought a MOC from a very reputable seller on here. It was very well packed, but arrived with the bubble completely broken through at the top. There was also a dent in the box. The seller kindly helped me out with the claim forms etc. The figure was.insured for the full amount (around £55 Inc postage).
What did I get from Royal Mail? 6 1st class stamps :lol: Called them and they asked me to send pics. I explained I had already sent several large, annotated pics which I printed in colour and included with the claim forms, but apparently they hadn't received them. They asked me to email them again. Nothing. Phoned again and was told I'd have to send the item + original packaging. Got it back a couple of weeks later, but they argued the packaging wasn't up to scratch. Phoned them and had an incredibly frustrating conversation with a supervisor who wouldn't budge. He eventually conceded that the box had taken some sort of blow during transit, but still insisted the packaging was to blame. We had quite a conversation about the value of insured post, and that Royal Mail could easily tow a similar line with pretty much all cases to avoid paying up.
I have since sent it off to the independent postal review service who are the last option. It's been with them for a couple of weeks, but can take up to 30 days. Annoying, as they originally said they only wanted pics, so I sold the figure on Ebay for £33. I explained to the buyer, who is happy to wait until it is returned.
Royal Fail clearly hope people get frustrated and give up
A sorry state of affairs. Our postal service used to be something to be proud of. It certainly isn't anymore!