Of course it is not insurance, insurance pays off even if you are at fault.
It is declared value coverage, and the carrier can weazel out of responsibility with impunity. Of course, the packaging was inadequate, it got broken, didn't it. The fact that the damage occured proves the packaging was not adequate to protect the items from anything a 30 foot drop from conveyor belt, a car transmission on top of the fragile box going down miles of hard road, etc. Or maybe it was just the driver of the forklift or the delivery guy throwing the package over the fence. If it had been better packaged, it might have survived.
And good luck on following the exact instructions on the web site. They are not that exact.
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