Sending out insured packages, bye bye money!

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I once sent out an insured package to Australia, this is on the other side of the globe for me as I'm in Holland. The item was fairly fragile, and I admit I should've packed the thing up more carefully, but that's not the first point I will be talking about. Getting insurance costs you quite a lot. My package did arrive but there were certain parts of the item broken, so I thought I would receive at least some of the money back. I had to fill in a form and it would take up to two months for them to find out if I was entitled for a refund. WHAT?! They were blabbing about if the package was packed well, etc. There were no guideliness on packaging what so ever, it merely said pack it up, send it out and it's ensured. No fine print that I could find. Now they are getting all detailed without warning me up front and I feel that's not fair. Has this happened to you when insuring a package? I'm not insuring ever again since they aren't paying up anyway, and if they feel people should pack well and otherwise get no money back they should at least give tips on how to well pack an item, because my item wouldn't have been broken if it was shipped more carefully (and if they intend on throwing it around I appreciate to know first [em]rasp[/em[.