Just a warning to those of you importing/considering importing goods.

In December I had a delivery which had been opened at some stage, around £1000 of goods stolen and then cleverly re-sealed. It is customary for drivers to hate waiting whilst you check a delivery so I usually sign for them as 'unchecked'.

The goods were insured - the insurance was arranged by my supplier and I phoned them within minutes of the driver leaving to report the theft. I also phoned the police and the carrier to advise them that goods were missing. I know the goods were in the box when they left the supplier in Bangkok as the weight stated by the supplier was the same as the check weigh carried out by the carrier. My suppliers submitted a claim to the insurers on my behalf and I provided all the necessary documentation.

To cut a long story short, the insurers have refused to pay because they say that their responsibility was for goods in transit and as the missing goods were only discovered after the driver had left - their responsibility had ended when I signed for the goods (even though I signed 'unchecked').

The missing goods were part of sets and I had to re-order to make up the sets again. The supplier pointed this out to the insurer who without actually stating it was really accusing me of submitting a false claim. I would not have been re-ordering if I actually had the goods and just wanted the money. A lengthy row ensued between the supplier and the insurer resulting in the supplier refusing to do any more business with them. This was the first theft claim the supplier had made in the 5 years they had been dealing with this insurance company. The supplier sends out quite a lot of goods every day and most of the consignments are insured - so the insurance company has lost a lot of business (losing face rubbish???).

Although the supplier arranged the insurance, I asked them to use my carrier. I visited the supplier in January and agreed that the replacement items would be sent using their usual carrier and agreed to insure the goods via their new insurance company.

On Monday this week, only 4 days after the goods were despatched, they arrived at my premises. This time I told the driver to wait whilst I checked the goods. He refused saying that the company policy stated that I was not allowed to open the box in front of him. I phoned his office who confirmed that this was indeed company policy. Don't ask me why..........I cannot understand this policy.

Having lost £1000 by signing for the original delivery without checking it first, I was not about to risk the same thing happening again so I refused the delivery and it is currently in limbo. I am awaiting the opinion of the insurer as to the position - i.e. would they take the same stance as the first insurers if anything was missing.

This is an absolutely crazy situation - I can't win. So, if you are importing goods, be very careful and check the insurers terms and conditions before you go ahead.

Flip, have you thought of insuring with a British insurer? At least that way you can issue county court proceedings to recover any losses if the insurer attempts to unreasonably refuse a claim.

I have looked into that Tobias but so far, all the insurers I have contacted wanted me to buy a block of marine insurance which was very expensive. We are not quite ready to take on H. Samuel yet. The ironic thing here is that the carriers themselves will not insure silver jewellery in transit - speaks volumes for their confidence in their system.

Though not my area of expertise I would suggest you try some like www.cargocover.com

From what you have said if this had been a British insurer, they would have paid up for the orginal claim.

I would also suggest if you are going to have a regular supply coming over, that it would be worth spending a little more and going for a specialist transport operator.

Nick

Typical scenario of where costs keep the "little man" becoming the next emprassario. I hope you do proceed with a claim, even if it is just to stop the one along the line that took the goods and appears to have got away with it! Persevere with a claim and see if you do achieve any joy would be my advice. Emails/Letters every day etc might push things in your favour.

I do intend to press them Ian but I'm not holding my breath - after all they were prepared to lose my supplier's business for the sake of £1000. However, I will point out to them that if we had used UPS for the original delivery - I wouldn't have been allowed to check the goods in any case. I wonder how they will respond to that?

Good point and interesting to see if they reject it and the reasons why

Insurance companies have every reason to deny claims upon receipt and then make time a factor before eventually paying only if they need to. The older you are the wiser you get!

Hope it works out Flip, lot's of people would be put off of trying to do well for themselves with experiences like yours!