Claims Requirements

Waiting Period for Loss Claims

Shippers must wait the designated waiting period before filing a claim for loss. The waiting periods for loss claims are as follows:

• Domestic shipments: must wait 21 days from the ship date before filing.
• International shipments: must wait 45 days from the ship date before filing.
• Shipments to Italy: must wait 60 days from the ship date before filing.

Please note that waiting periods may vary based on the agreement or policy established between U-PIC and the client or integrated partner through which the insurance was purchased. If you have questions about your waiting period, please don't hesitate to reach out to our support team for clarification.

Waiting Period for Damage Claims

For damage shipments, a claim can be filed right away without waiting for any specified period.

Required Documents for Loss Claims:

The following documents will be required when filing a claim for loss:

• Invoice: A copy of the invoice between the shipper and buyer outlining the details of the transaction, including the buyers details, the products sold, the total amount of the order and any shipping costs. It's essential to note that shipping costs must be included in the initial declared value if seeking reimbursement for them when filing a claim.
• Electronic Affidavit: An electronic affidavit completed by the consignee (or intended recipient) of the shipment confirming the loss of the shipment and dated after the waiting period. The affidavit should include:
  • A clear description of the items lost.
  • Details about the loss incident.
  • A signature and date.
• Additional Documentation: Please note that additional documentation may be requested upon claim review.

Required Documents for Damage Claims:

The following documents will be required when filing a claim for damage:

• Invoice: A copy of the invoice between the shipper and buyer outlining the details of the transaction, including the buyers details, the products sold, the total amount of the order and any shipping costs. It's essential to note that shipping costs must be included in the initial declared value if seeking reimbursement for them when filing a claim.
• Electronic Affidavit: An electronic affidavit completed by the consignee (or intended recipient) of the shipment confirming the damage to the shipment. The affidavit should include:
  • A clear description of the condition of the damaged items and shipping container.
  • Details about the damage incident.
  • A signature and date.
• Clear Pictures: Clear pictures of the damage to the product, the condition of the shipping container and any packing materials.
• Salvage Value or Repair Estimate: Information about the salvage value for the remaining items in the shipment or a repair estimate if applicable.
• Additional Documentation: Please note that additional documentation may be requested upon claim review.

Required Documents for Claims Without Email Access:

The following documents will be required when filing a claim without access to customer email:

• Invoice: A copy of the invoice or order page between the shipper and buyer outlining the details of the transaction, including the buyers details, the products sold, the total amount of the order and any shipping costs. It's essential to note that shipping costs must be included in the initial declared value if seeking reimbursement for them when filing a claim.
• Consignee Statement: A screenshot of the messages you received from the consignee (or intended recipient) of the shipment confirming the loss of the shipment and dated after the waiting period. The screenshot should include:
  • A clear indication of whom the message was sent by.
  • A clear description of the items lost.
  • Details about the loss incident.
  • The date of the message.
• Additional Documentation: Please note that additional documentation may be requested upon claim review.

• Invoice: A copy of the invoice or order page between the shipper and buyer outlining the details of the transaction, including the buyers details, the products sold, the total amount of the order and any shipping costs. It's essential to note that shipping costs must be included in the initial declared value if seeking reimbursement for them when filing a claim.
• Consignee Statement: A screenshot of the messages you received from the consignee (or intended recipient) of the shipment confirming the damage to the shipment. The screenshot should include:
  • A clear indication of whom the message was sent by.
  • A clear description of the condition of the damaged items and shipping container.
  • Details about the damage incident.
  • The date of the message.
• Clear Pictures: Clear pictures of the damage to the product, the condition of the shipping container and any packing materials.
• Salvage Value or Repair Estimate: Information about the salvage value for the remaining items in the shipment or a repair estimate if applicable.
• Additional Documentation: Please note that additional documentation may be requested upon claim review.

Unresponsive Consignee (or Intended Recipient):

• Based on the agreement or policy established between U-PIC and the client or integrated partner through which the insurance was purchased, we might be able to process the claim using alternative methods if the consignee (or intended recipient) of the shipment is unresponsive to the affidavit. One alternative method is to use email correspondence between the seller and buyer, along with proof of a refund for the order, in lieu of the affidavit.

Personal Goods:

• Please note that U-PIC Shipping Insurance does not typically cover personal goods unless they have been part of a recent commercial transaction with a commercial invoice. We will require a copy of the invoice for the transaction that took place between the seller and buyer for the merchandise in the shipment. If no transaction occurred, the insurance is not applicable.

Claim Submission:

• When filing a claim on our website, please be sure to follow the specific and detailed claim instructions provided at the top of the claim form. They will be specific for the client or integrated partner through which the insurance was purchased (e.g., Amazon, DHL, ChitChats Express) and any special requirements or waiting periods not listed on this page will be listed there.
• Please ensure that all required documents are accurate, complete, and submitted through our secure online claims portal. Providing the necessary information promptly will help expedite the claims process and facilitate a prompt resolution.
• There will be an option to send the electronic affidavit to the recipient when submitting a claim, as well as through the online claims portal at anytime.

Processing Time:

• The claims process typically takes 7-10 business days for review and approval if all documentation is provided.
• In the instance that any additional paperwork is requested, the processing time will be extended by an additional 5 business days after receiving the necessary documents.

Claims Outcome:

• Once a claim has been approved, its online claims status will reflect 'approved' and claim payment will be released shortly after. When payment is released, the online claim status will reflect 'paid'. Claim payments may be released by paper check, ACH, eCheck, or wire depending on the clients preferred method of payment, or that of the integrated partner through which the insurance was purchased. If you have questions on how your claim will be paid out, feel free to reach out to our claims department for details.
• If a claim is declined, a denial letter will be emailed with an explanation of why the claim was declined. To appeal the denial, a detailed appeal letter can be sent to claims support. They will reopen and reassess the claim based on the appeal. It is essential to note that sending an appeal is not a guarantee that a claim will be approved.