Have a problem with a package? No worries. We’ll help
you with the process.

How Does the Claim Process Work?

Loss and damage claims can be a breeze. Here’s how:
Loss and damage claims can be a breeze. Here’s how:
  1. Provide Some Details About the Package
  2. Tell us about the package, including the tracking number, carrier, contents, and the value of the goods.

  3. Support Your Claim with Additional Documentation
  4. Items such as receipts, invoices and purchase orders can help support your claim. Include photos for any damage claim.

  5. Submit your Claim
  6. Submit your claim and the team will get to work!

How Do I Submit a Claim?

The process will be different depending on the type of protection service you currently use.

Parcel Pro® Select

For your luxury jewellery and wristwatch shipments, simply download the claim form and email to

Download Claim Form

InsureShield® Coverage

For your cargo insurance claims, log into the portal 24/7 to submit and track your claim.

Log In to Claims Portal

Customized Declared Value

For UPS® shipments with additional protection, sign into your profile.

Sign In to


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.