Add Shipping Insurance Claim Instructions

Below is an article outlining how to file a claim, what information is needed, and instructions you can share with your customers to help them process their shipping insurance claims.
This ensures transparency and provides clear communication between you and your customers regarding the protection offered.

You can utilize the instructions below on your website, help center, or provide a direct link from your order tracking or support pages so that customers can easily access this process.

This guide outlines the conditions, process, and format for submitting a shipping insurance claim via email, either by a customer or merchant.

Eligibility Conditions for Claim

A shipping insurance claim may be filed only if one or more of the following issues occurred with a covered shipment:

1. Lost Package

• No tracking update for 10+ days.

• Courier has confirmed the package is lost.

2. Damaged Package

• Product received is visibly damaged.

• Clear photos of the damage are required.

3. Stolen Package

• Tracking status shows “Delivered”, but the customer did not receive the package.

• Proof may be required (e.g., police report, affidavit).

4. Delayed Delivery (If Included)

• Shipment delayed beyond the promised delivery window.

• Only valid if your protection plan includes delay coverage.

Required Information for All Claims

Include the following in your claim email:

1. Order ID

2. Tracking Number

3. Customer Full Name

4. Email Address

5. Order Date

6. Type of Issue (Lost, Damaged, Stolen, Delayed)

7. Detailed Description of the issue

8. Attachments:

   • Proof of damage (photos/videos)

   • Screenshot of tracking info

   • Proof of purchase or order invoice

How to Submit Your Claim (Email Format)

Prepare Your Claim Email

Send your claim to:
claims@yourcompany.com
Subject Line: Shipping Insurance Claim – [Order ID]

Sample Email Template

To: claims@yourcompany.com  

Subject: Shipping Insurance Claim – [Order ID: #123456]

Dear Claims Team,

I would like to submit a shipping insurance claim for the following order:

Order ID: #123456  

Tracking Number: 1Z123ABC456DEF  

Customer Name: John Doe  

Email Address: johndoe@example.com  

Order Date: June 5, 2025  

Expected Delivery Date: June 10, 2025  

Issue Type: [Lost / Damaged / Stolen / Delayed]  

Issue Description:  

[Example: The item was marked as delivered, but I did not receive it. I confirmed with neighbors and the courier, and the package appears to be missing.]

Attachments:  

- Photos of the damaged product (if applicable)  

- Screenshot of tracking status  

- Proof of purchase

Please review my claim and let me know if any additional information is needed.

Thank you,  

John Doe  

Phone: +1-234-567-8901

Claim Submission Timeline

• Claims must be submitted within 30 days of the expected delivery date.
• Claims submitted beyond this period may not be eligible for reimbursement.

Claim Processing & Resolution

• You will receive an email acknowledgment with a Claim Ticket ID within 1–2 business days.

• The claim will be reviewed and processed within 5–10 business days after submission.

• If approved, the refund will be issued to:

  • The original payment method, or

  • As store credit/gift card, if applicable.

Need Assistance?

Our support team is available to help:

• Email: support@yourcompany.com

• Phone: +1-800-123-4567

• Business Hours: Monday to Friday, 9 AM – 6 PM IST

Note: This entire guide is a sample process and recommendation based on industry best practices.
You are free to adjust the instructions, timelines, and requirements based on how you choose to offer shipping insurance and manage claims.

These guidelines are provided as a reference to help you create a transparent and customer-friendly experience. 

Suggested Placement for Website

You can place this information in the following areas to make it easily accessible for your customers:

• Help Center or FAQ section

• Order confirmation or tracking page

• Footer: “Shipping Protection & Claims” link

• Post-purchase email: Include “How to Claim Insurance” link
  
  
  

  Need Help Setting This Up?

  If you need assistance setting up your Claim Page:

  Support Email: hello@shipsure.in

  We’ll be happy to assist you in setting up the process properly for your store.