Claims made easy.
File in a few simple steps.
File your InsureShield® claims directly through our online portal
Follow these step-by-step instructions to streamline the submission process.
Report issues immediately
Quickly reporting claims can help improve recovery of the items.
Keep the box and packaging if there’s a damage. You’ll need it later if there is an investigation.
Verify the value
Send the invoice and/or estimated cost of repairs and proof of transportation costs with your claim form.
File your claim
Log in anytime to file or track a claim.
Sometimes bad things happen to good cargo. We’re here to help when things go wrong.
Here’s what you can expect from UPS Capital Canada Insurance Brokers, Limited:
Need to file a claim?
Have a question about the claims process? View the most frequently asked questions below
Each claim is unique 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 have questions about what specific documents are needed to support your claim, please contact Crawford & Company (“Crawford”) at firstname.lastname@example.org or 905- 247-3134. Crawford is the adjuster for InsureShield™ shipping insurance claims.
If the shipment was transported by a carrier other than UPS, you must notify the carrier immediately. See our sample carrier notification template.
Call our customer support center at 1-888-888-1854.
In the event that you experience a loss or damage, it is best to 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.
You should retain the original carton, its contents and all packaging materials until the claim is finalized and the adjuster provides instructions.
Pictures of the carton’s exterior reflecting the damage, photos of the interior packaging materials, images of the damaged item as well as a photo of the tracking label/ bill of lading on the box are required. If the damage is not readily apparent, please identify on the photo where the damage occurred.
Your claim status can be viewed by logging into the claims center and entering your tracking number/BOL or your claim number under the check status screen.
We try to review and process all covered claims within a window of 5 business days following initial receipt of your claim and associated paperwork. If you have received written notice that your claim has been processed, but have not received payment after 14 days, contact us via phone at 1-888-888-1854.
We are here to help. If you would like to connect with us, we are available at 1-888-888-1854 or by email
Insurance coverage is underwritten by a Canadian licensed insurance company and issued through UPS Capital Canada Insurance Brokers, Limited (“UPS Capital Insurance Brokers”) – an indirect wholly-owned subsidiary of UPS Capital Corporation (“UPS Capital”). The insurance company and UPS Capital Insurance Brokers reserve the right to change or cancel the program at any time. Insurance coverage is governed by the terms and conditions, including the limitations and exclusions, set forth in the applicable insurance policy (the “Policy”). This information does not in any way alter or amend the terms or conditions, including the limitations or exclusions, of the Policy, and is intended only as a brief summary. Insurance coverage is not available in all jurisdictions. UPS Capital Insurance Brokers only issues policies of a single insurer in Canada, and receives commission on sales of insurance. An affiliate of UPS Capital Insurance Brokers reinsures a material portion of the risk insured by this insurance policy and the UPS Capital group therefore has a financial interest in the insurance program. You are not required to purchase insurance from UPS Capital Insurance Brokers and have the right to seek insurance elsewhere. In particular, your ability to ship using United Parcel Service Canada Ltd. or its affiliates is not conditional on your purchase of insurance from UPS Capital Insurance Brokers.