Claim Policy

  • At BookMyPacket, we strive to provide the best service to our customers. However, in the unfortunate event of something going wrong and a claim for a damaged or a lost packet needs to be submitted, we would like to make this process as quick, easy and painless as possible for our customers. We have made some handy hints and tips to help you in making a claim.

    Making a Claim for Loss or Damage (only for delivered packet)

    Before you submit your claim there are a few things you will need to check.

    • Check your item is covered under our compensation scheme as stated during the booking process. Please note that prohibited and restricted items are not covered      under our compensation cover policy.

    • Please double check your item is eligible for compensation by reading our Prohibited & Restricted Items list.

    • Check that the timescale for submitting your claims has not been exceeded. Please ensure that we receive your claim with all the documents within 3 days of the     delivery date. If the deadline for a claim has passed then unfortunately no claim will be accepted.

  • The documents needed are for any types of claim are:

    • Additional documents are then needed depending on what type of claim you are making.

    • A suitable proof of value vis--vis Invoice/Valid Bill/Cash Memo - Website screenshots will not be accepted.

    • Fill the format and upload it.

    • Leave the rest to us.

  • For a damage claim you will need:

    • Photos of the damage

    • Photos of the internal and external packaging that was used

    • You will also need to ensure the item is available for collection should it need to be investigated.

  • For a claim for loss you will need:

    A proof of loss - At times, our insurance partners require a proof of loss. Hence a signed letter from the receiver confirming the loss is requested by our partners. While you can submit the claim for a lost item, our team may get back to you requesting the same, if required. In case of any missing document or claim not submitted within the deadlines, the claim shall not be accepted. We do aim to have all claims completed within 4 weeks from receiving the claim and we will keep you updated on the progress of your claim. A lost claim can only be processed once BookMyPacket has made extensive searches and deems the goods as lost. This process can take up to 40 working days to be completed. Please note that we can only process a claim up to the amount of compensation cover purchased on your order. If no additional cover was purchased then the item will only be covered for the standard amount included on the service booked.