Best as SFM says, ask for the video. First off that kicks the PCN into touch for a couple of weeks, and allows more careful examination.
Do you have details of weight and bulk of the parcel ? You should claim loading, but's let wait for the video. Once they have committed to sending it out, mark you diary 10 days ahead and if video hasn't turned up, submit reps on the basis of loading, giving details of the parcel to be loaded.