How to claim Sendle Cover for a lost parcel

This article will help you to understand how to claim cover if after an investigation your parcel has been declared as lost. Before we get into the nitty-gritty, please check that your parcel is covered by Sendle’s cover policy. This will make sure there aren’t any hiccups. 

You can claim cover if:

  • The contents of your parcel are covered by Sendle’s cover policy
  • The parcel was lost in transit: that is, it was lost after it was scanned as picked up, and before it was scanned as delivered
  • It has been no more than 20 business days since the last date in the delivery ETA range
  • The  parcel hasn’t been insured with a third party insurance provider

How much can you claim?

Sendle will cover the cost of replacing lost goods up to the policy limit of $300 (less GST). 

How do you claim cover?

Following an investigation your parcel still cannot be found, our support team will send you an email if you’re eligible for cover. 

From there, you will:

  • Click on the claim button on the parcel's tracking page via your dashboard – this will take you to the claims form
  • You will need to supply:
    - Details of the contents of the parcel
    - Proof of the value of the parcel (see below), and
    - Your bank details before hitting submit

This is important: If you don’t see the ‘Claim’ button in the order, it means the parcel isn’t eligible for cover.

What can be submitted as proof of value?

Cost Price
- Purchase receipt
- Invoice/s of materials used to manufacture the item
- Cost invoice (If the item is not sold)
- Statutory declaration (duly signed by an approved witness)

Sales Price
- Sales receipt/invoice
- Proof of payment
- PayPal or bank transfer confirmation
- Statutory declaration (duly signed by an approved witness)

How long does a claim take?

  • You’ll hear back from our support team within five business days
  • If the claim is accepted, you’ll be paid in five days from then

We’ll also get in touch with you if we need more clarification or documentation to process your claim request. We’ll also let you know if your claim has been denied.  

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