How To Make An Insurance Claim

Please follow this process to file insurance claims.

If the goods have not been delivered, or they have been damaged in transit please notify us immediately via email by:

1. Login to your account

2. Go to Track page

3. On the track page find the booking that was damaged/lost and click the need help or "agent" icon

4. From the dropdown select insurance claim

5. You will then need to provide us with supporting documentation e.g. photos of the damage or details of the missing items.

6. Once submitted, our Operations team will evaluate your request and forward an Online Insurance Claim Form

7. You will need to complete the insurance claim form and submit the information below:

  1. A copy of the consignment note.
  2. Delivery docket or packing list, which has been endorsed by the receiver at the time of delivery as "package received damaged" and co-signed by the delivery driver. This document is proof of damage at the time of delivery.
  3. a) Lost in transit item(s): A commercial sales invoice, purchase invoice, or an equivalent verifiable document substantiating the value of item(s) lost in transit must be submitted to demonstrate the value of such item(s) at the time of loss.
  4. b) Damaged in transit item(s): A written repair/replacement quote must be submitted to demonstrate the value of the item(s) damaged or if a total loss, at the time of loss.
  5. A clear coloured photograph of the condition in which the goods were sent.
  6. A clear-coloured photograph of the condition in which they arrived. Photographs must highlight the damaged item(s).
  7. For items that are lost in transit, the client has strictly 7 business days to report the loss, from the date on which the client becomes aware of the loss.

Claims Requirements

If a consignment is received damaged, but damage it is not apparent at the time of delivery, then the client has strictly 7 business days to report the damage.

Absolutely no consideration will be given to damaged/lost items where the loss is notified more than 7 business days after delivery.

Please refer to our Transit Insurance policy. Damaged goods must be reported within 7 days of delivery by contacting us here.

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