How to File an Insurance Claim

Easyship offers third-party insurance via our insurance partner, Insureship.

If you've purchased insurance on your shipment, there are now two ways to file a claim with Insureship, you can do it directly through your Easyship Dashboard, or you can continue to go through the Insureship portal.

For information on allowing your customer to claim Insurance via Insurance at Checkout, please go here.

What we'll cover

Claim through the Easyship Dashboard

Claim through Insureship portal

Claims Requirements and Timelines

Claim through the Easyship Dashboard

You can only claim Insurance on shipments that have been insured, these can be identified by the 'shield' icons shown in the image below:

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An easy way to locate all insured shipments is by Filtering shipments with Premium insurance in order to view the shipments that are eligible for claims.

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When you are ready to make a claim, click on the 3 dots next to the correct shipment, go to the Insurance section and select FILE A CLAIM.start-claim.PNG

You will then be asked if you are claiming for Damaged/Missing Items or Never Delivered items as the process for each is different.

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Lost

If you are claiming a lost shipment, select 'Never Delivered'.

If the shipment is not yet within the eligible claim window, you will not be able to file a claim until eligible.

If eligible, you will be required to describe the issue and why you think the shipment is lost. Include details such as whether the intended receiver has confirmed whether the shipment was lost. This helps Insureship with evaluating the validity of the claim. image-20210120-013958.png

Once all details are correct you can confirm and submit your claim.

The claim will now be filed with Insureship and they will follow up on the next steps with you directly. submitted.PNG

 

Damaged/missing items claim

If you are claiming for a 'Damaged or Missing Items', please click this option.

Select the items that are damaged or appear to be missing from the shipment during shipping.

Describe the issue in detail.

This should describe exactly what is wrong with the items.

Upload photos of the damaged items or box to support your claim or copies of correspondence from the courier/police etc.

This supporting evidence helps Insureship evaluate the validity of the claim.

Photographs should clearly show the issue and where possible should include identifying information such as shipping documentation within. missing-damaged.PNG

Once all details are correct you can confirm and submit your claim.

The claim will now be filed with Insureship and they will follow up on the next steps with you directly. submitted__1_.PNG

 

The status of each claim can also be tracked from the shipment information within Easyship. submitted-manage.PNG

Claim through Insureship portal

Step by Step Guide:

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  • Validate your order with the customer email OR order number

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  • Select ‘Shipping Insurance’

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  • Fill in the online form with your claim, shipment, and personal information

 

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  • Once the claim has been submitted, Insureship will review the case and may request additional documentation. Examples include:
    • Copy of original invoice for proof of value
    • Statement from buyer indicating they haven’t received the package or that it arrived damaged
    • Photographs to show the damaged item

Claims Requirements and Timelines

  1. LOST shipments can be claimed after;
    1. 20 calendar days or 14 days from the last tracking Update for Domestic shipments.
    2. 30 calendar days or 14 days from the last tracking Update for international and APO/FPO shipments.
  2. DAMAGED shipments can be filed immediately upon receipt of the package.
  3. A claim must be raised no later than 90 days from the shipment date.
  4. The insured needs to submit.
    1. A completed Online Shipping Insurance Services claim form.
    2. A copy of the original invoice to the consignee / original invoice from the shipper, whichever is applicable.
    3. A signed and dated statement from the consignee / receiving party.
    4. Proof of damage if applicable and any additional documentation requested to substantiate the loss.
  5. Coverage does not include handling fees and insurance fees.
  6. All damaged property for which payment (not repair costs), or replacement costs have been made, must, on request, be returned to the Underwriters.
  7. Failure to hold the damaged property until the claim is fully resolved will result in the claim’s being denied.

Insurance terms and conditions can be found here.

If you have any questions, don't hesitate to contact the support team at support@easyship.com.

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