How does the insurance claim process work?

Your claim will be submitted to the responsible courier company within 24 hours of its receipt. The claims department at said courier company will contact the receiver to arrange a suitable time to come and make a damage report in person, where the inspector will ascertain whether the level of packaging was appropriate and suitable for the contents of the parcel. It is extremely important that the receiver does not discard the packaging material before the inspector arrives.

The courier company is unable to give an exact time frame for completion of the inspection process. Correctly completed claims, with good quality images are generally processed much quicker than those with missing attachments and information.

If a claim is accepted or declined by the courier company, will advise the customer in writing by email. Successful claims will be paid out within 8 calendar days of the email notification, and the payment will be made by bank transfer. will request the customer’s bank details by email at the time of notification.