What Is The Claims Process? Let Us Explain It

Your San Francisco courier service wants you to enjoy the best service and best delivery

experience possible, but sometimes, despite all we do to safeguard your package, it gets lost or stolen, and a customer (you) has to file a claim. The claim, whether it is for damage or for loss, follows the same process that we allow for any of our customer claims. But we do try to make the system as convenient as possible for you.

If the package is lost, the process works this way:

First, the package does not arrive, and either recipient or sender reports the loss, by phone or on our website. We do ask customers to wait a 24 hour period before doing so, to allow for any reasonable delay in delivery.

Next, our inspectors will search the terminal, vehicle and shipping offices of both delivery points, to see if the package can be found. If after 10 days the package is not located, we will mail notification to the shipper of the package. That notification claim letter is the solid evidence the customer needs to begin the process that will restore the package value.

Finally, after we authorize the customer claim, the shipper gives us whatever documentation will establish their claim further, such as the package declared value (which we always ask for when we accept the order), reference numbers, tracking numbers, invoices or receipts. If the claim is approved, restitution is mailed within two weeks.

If the claim is not for loss but rather for damage (in other words, the package was recovered, but was damaged beyond reasonable repair), the process is usually the same:

First, the shipper or recipient reports the damage after a 24 hour period. We then verify that the damage took place.

Then the shipper begins a claims process (submitting documentation that proves the actual shipping of the package while under our care, which would include the declared value, receipts and identification/tracking numbers).

Next, we inspect the package and then determine the extent of repair or replacement damage that has actually been suffered.

Finally, the inspectors decide on a suitable amount to replace the package value, and we pay that amount to our customer.

San Francisco courier service guarantees both our work and our customer satisfaction. When something happens to your delivery, we make every effort to bring satisfactory closure to the claims process. We want you to be happy with the solution!

by: Adam Trammel

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