Male pulling out the contents out of an opened package

Have a problem with a package? Log into the online portal, provide the details and then track the status of your claim.

How Does the Claim Process Work?

Quickly reporting claims can help improve recovery of the items. Here’s how to do it:


The process should go quickly if you have submitted your required documentation.  If additional information is needed, a team member will notify you. Once your claim has been approved for payment, it will be paid in a timely manner. 

Each claim is different and as a result, may require different documents. However, almost all claims require proof of loss and documentation reflecting the value of the loss, such as an invoice or bill of sale. In addition, the following items may also be requested: freight invoice, packing list, replacement invoice, repair estimate, photos of the goods and packaging and, if lost, a police report or statement of non-receipt by the receiver.

If you experience a loss or damage, you must file a claim as soon as possible. This will provide the adjuster time to identify any needed steps or documentation so you can be paid in a timely fashion.

If there is a damage or missing contents claim you must retain the packaging until you are advised otherwise by your adjuster.

You will receive acknowledgment of claim promptly by email. If you do not hear anything within 5 business days of submitting your claim, email to confirm your claim has been received.