I hope that the OP gets a satisfactory resolution through STI.
There are a lot of comments about shipping on a pallet, particularly an oversized pallet, and the importance of proper preparation.
All of these measures are helpful but, when it comes to shipping, there are no guarantees.
I recently received an A:IQ LE that was packaged extremely well by the seller. It was placed on an oversized pallet, wrapped in a blanket, strapped in 2 different directions with corner cardboard pieces (wherever the straps went across the machine, to protect from scratches) and wrapped in enough plastic to have survived a hurricane outdoors. It was shipped fully insured via STI.
My wife signed for it but did not unwrap and inspect it (the reason why I am not making a claim). Yet, in spite of all the measures taken to protect it, it arrived with a deep scratch completely through the right side decal (near Thanos's face).
It appears that the strap was somehow rubbing against that area, at some point during transportation. Unless something was leaning against the strap (something with weight to it: another package, a person, etc), there is no conceivable way the strap should have come in contact with finish of the machine.
All of this is to say that even with heroic efforts to protect your precious cargo, things can happen (often times, things that shouldn't have happened but they do).
Insurance is a good idea but make sure you unpackage and inspect, before you sign, and clearly describe any damage on the bill of laden.
This mishap would not keep me from using STI in the future; however, the extremely poor communication from them (throughout the entire process) will be the reason that I look elsewhere, next time.
I truly do hope that STI takes good care of the OP and doesn't make him jump through endless loops to get proper resolution. I also hope that the OP comes back with an update to let us all know the outcome.