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Newsroom - Letters to the Editor

February 20, 2003

(Letter sent to New Brunswick Telegraph-Journal)

Dear Editor:

I would like to respond to the February 19th letter from Dianne Swain, "Insurance costs don't cover damage to parcels."

Contrary to what Mrs. Swain was told, providing that a parcel is properly packaged, Canada Post does pay for damages incurred to insured parcels. Like any other distribution company, Canada Post does not provide insurance for glass or ceramics because these items carry a high risk of damage. The sender can however ship them at their own risk. All other parcels that are properly packaged are insurable against loss or damage.

Canada Post offers customers several choices when sending parcels and insurance coverage is available with each option. Priority Courier and Xpresspost offer coverage for loss or damage up to $100 automatically and additional coverage is available up to $5,000. Regular Parcel customers who purchase Delivery Confirmation automatically get coverage for loss or damage of up to $100 or the declared value of the contents. Additional coverage is also available up to $5,000 for a fee.

Our supervisor of Customer Service spoke with Mrs. Swain about her experience with Canada Post and apologized on behalf of the company for the misinformation and inconvenience she incurred. They settled on a refund amount that satisfied Mrs. Swain.

We are also taking the necessary steps to ensure that our customers don't get misinformation on our policies regarding insurance claims in the future.

Sincerely,

John Caines
Manager, National Media Relations
Ottawa(613) 734-7675