LAVEEN, AZ (CBS5) -A Laveen man says the post office damaged his shipment and won’t honor his insurance claim. The reason comes down to how the item was packed.

It seems reasonable to think that if a USPS employee is going to sell you insurance on your item, they would also tell you if you packed it properly, but that is not the case. And in the end, it is up to you to prove you packed correctly if you want your damage claim to be approved.

“I packed the guitar properly,” Ruben Macias said.

Macias sold the guitar on eBay for $2,400. He says he packed it himself using a thickly padded case, thick bubble wrap, and a special box just for shipping guitars he obtained at a music store. He brought the box to a USPS location and insured it for the full value.

“What’s the purpose of buying insurance, if it’s not going to be honored,” Macias said.

Postal insurance doesn’t guarantee a paid damage claim