Claims Process

• A loss or damage claim should be submitted within 15 days of a shipment being delivered (the sooner the better)
• A service failure claim should be submitted within 10 calendar days
  submit a claim simply follow these steps,  click here
• Shipper’s Risk items only qualify for Lost shipments when insurance is purchased
• Please ensure to select Commodity Type when purchasing insurance
• Please ensure to print 3 copies of the High Value Insurance. Receipt when purchasing insurance over $1,000.00 CAD as some carriers require this document.

Always Remember To Do The Following

Keep these instructions in mind when making your claim.

Do’s

• Package shipments properly using as much material (at least 2” of bubble wrap, use styrofoam to cover entire product, etc.) to protect the product.
• Advise consignee to hold damaged shipment in its original packaging once a claim is submitted.
• When purchasing eShipper Insurance: declared value MUST be the selling Price (Sales Invoice) of the product (s).

Don’ts

• Do not use old/reused boxes to ship out products (carriers will deny claim as this is considered “improper packaging”).
• Do not move shipment (shipment needs to stay at the location until carrier completes damage inspection).
• Do not throw away damaged product and/or packaging.
• Do not over Insure or under insure the declared value of the product(s).
• Most common reasons why claims get denied:

• Insurer will not cover shipments/products containing the following: bills, currency, cellphones/cellular devices, deeds, evidence of debt, furs, original/fine art, money, notes, securities, perishable cargo (food, live plants – coral reefs, etc., live animals – fish, reptiles, etc.), unless endorsed in writing. For a full list of items click here for our Terms & Conditions.

• For visible damages on pallet(s) – “Damage” MUST be noted/checked off on the POD (Proof of Delivery) on day of delivery. If it is not noted on the POD the carrier will not approve claim.
• For concealed damages (no noticeable damages on outer packaging) – It MUST be reported to us ASAP as the carrier must be notified within 24 HOURS from delivery date.