Packlink complaint: Severe damage to goods sent and insured

An item I sold on ebay was eventually delivered by yourselves, but was damaged, the buyer then took photographs of the damaged item and sent them to me, ive tried always to contact you but you are asking for so much proof, the buyer had already disposed of the packaging, and I have tried to use your claim form to no avail, I paid extra to insure this item for the full amount of £40.00 and now it looks like I will have to refund the buyer and then I am £47.00 pounds out of pocket inc postage and insurance.I can send the photos to you and you come as an ebay postage option which I also will be complaining to if this does not turn out as it should for me, after all what would be the point of this insurance if you loose everything, This is your responsibility. so could someone call me on 07912201452, also why do you make it so damn difficuilt to complain about these things as it causes stress to people like me I am nearly 69 years old and taking care of a disabled partner, and with the country as it is at the moment I have enough stress, Please could someone do something about this. Thankyou. R W Miller