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Home > Guides > Filing an insurance claim
Start the moment you notice the problem: photograph the damage and the packaging before you throw anything away, keep every piece of the box and padding, and file with the carrier that moved the parcel. You'll need the tracking number, proof of the item's value, and clear photos. Claims with complete documentation get paid; thin ones stall.
Stop unpacking. Photograph the box as it arrived, including the shipping label, then the packaging, then the damaged item, before you remove or rearrange anything. Keep all of it: the box, the padding, even torn pieces. Carriers can ask to inspect the packaging or require photos of it, and a claim without the original packaging is much weaker. If the recipient found the damage, ask them to do the same before the box goes out: most claims die because the box went in the recycling on day one.
| Document | Why they want it |
|---|---|
| Tracking number | Identifies the shipment and pulls up its scan history |
| Proof of value | A receipt, invoice, or order confirmation: this sets the payout |
| Photos of the damage and the packaging | Proves the damage and that the packing was adequate |
| Description of the contents | Matches the claim to what was actually shipped |
| Proof of the shipment date | Shows you filed inside the allowed window |
Not long, and the window varies by carrier and service. Most carriers measure it in days or weeks from delivery (or from the expected delivery date for lost parcels), not months. File as soon as you have the documentation together: waiting never helps, and some carriers treat late filing as an automatic denial. If the parcel is lost rather than damaged, carriers usually want you to wait a set number of days first, to rule out a late delivery, then file. Mark the deadline when you first notice the problem so it doesn't slip.
Inadequate packaging is the most common reason: if the carrier decides the item wasn't packed to survive normal handling, the claim fails regardless of the damage. Next is missing proof of value: without a receipt or invoice, there's nothing to base a payout on. Late filing, shipping prohibited items, and damage that was clearly pre-existing round out the list. One more trap: the declared value at shipping time usually caps the payout, so under-declaring to save on insurance backfires exactly when you need the coverage.
The sender, in most cases. The shipping contract is between the sender and the carrier, so the sender files the claim and receives the payout. If you're the buyer, that means contacting the seller first: reputable sellers file promptly because it's their contract and their money on the line. Marketplace orders can differ: some platforms run their own guarantee process alongside or instead of the carrier's, so check the platform's rules before you start with the carrier.
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