How to make an Insurance Claim

We are sorry to hear that you need to make a claim. This page tells you how to do this, and enables you to print off a claim form.

It’s important that you always keep your copy of the documentation for each parcel you send and a receipt (or similar proof of value) for the contents. If the claim is for damage the recipient must also keep the original internal/external packaging material for inspection.

Value of items can be depreciated to reflect current market value, wear and tear.

Premiums paid for enhanced compensation are non-refundable in all cases.

All claims which overstate the value of the item will be rejected - no payment towards the value of the item will be made, although any relevant delay payment will be made.

As part of our security operations we carry out rigorous checks on consignments. This may involve X-ray screening, decompression, or in exceptional circumstances, the opening of a parcel.

If a parcel fails any of these checks, service guarantees may be suspended and related compensation claims refused.

How to make a claim

To make a claim, click here to download and print off the claim form , and return it to us.

All claims are subject to our conditions of carriage and some key points are:

All claims must be received within 14 days of despatch.

To make a claim, you will need your parcel number and proof of dispatch. In addition, for a claim for loss and damage, you will need to provide proof of value.

For damage claims, the contents of the parcel and its original packaging must be available at the delivery address for our agents to inspect.

All claims must be made by the sender. If you are the recipient, please contact the sender to make the claim.

  • No compensation is available for items such as jewellery, antiques or items made of, or containing, glass.

  • Appeals against decisions on claims settlements must be made within 30 days of receipt of claim settlement letter, in writing, to the address shown on the claim settlement letter.