File a claim for shipments that are damaged, lost, or missing contents.
All claims due to damage (visible or concealed), delay (including spoilage claims) or shortage must be notified to us in writing within 7 calendar days after delivery of the Shipment. All supporting documentation must be shared at the earliest.
How Do Claims Work?
A claim process can be started for a shipment which is lost or had its contents damaged. Here’s what we’ll need:
- Provide Additional Details about the Parcel/Contents:
This can be the parcel’s tracking number or detailed information about the contents. - Share Additional Documentation
Documents such as receipts, invoices and purchase orders can help identify the goods. Attaching photos of damaged parcels is needed for damage claims.
Documents Needed to Support your Claim:
Supporting documentation is always needed to help resolve a Claim query. Lack of supporting documents may lead to refusal of claim. Some of these may be:
- When forming a missing/damaged goods description, specific details like serial numbers, brand name, sizes, colour and quantity are extremely helpful. Pictures of the contents are also of assistance.
- For a damage claim, photographical proof is mandatory. Note that the damages to the internal contents with an intact outer packaging will not be considered for a claim.
How long does the claim process take?
Once your claim with supporting documentation has been issued, processing takes on average 8-15 working days. Claims that have been approved and payment paperwork has been provided, processing generally takes between 3-5 days.
How can I file a claim for my Insured goods?
If the goods were insured by you before dispatch, the claim process has to be taken up with the Insurance Agency.
What does my current claim status mean?
- Claim Issued: The claim was issued and the amount is transferred to the client.
- Claim Filed: Your submitted documents or photos have been successfully uploaded to your claim.
- Claim in Progress: Your claim is being reviewed by our claims department.
- Claim Refused – Your claim has been refused. You can contact our team for this exception to get further details.
