Quick Summary
EasyParcel insurance and protection claims are typically processed within 2–4 weeks. After submitting required documents, EasyParcel reviews them in 1–3 working days, then submits them to the courier for investigation. Approved claims are paid via bank transfer (7–14 working days) or EasyParcel credit (instantly).
We'll Cover:
How long do EasyParcel and couriers take to investigate an insurance claim?
Once you file a lost parcel claim with complete documents, the EasyParcel team will review your report within 1–3 working days. If everything is in order, we will submit the documents to your selected courier for further investigation.
Processing time may vary depending on the courier. On average:
- Domestic shipments: 2–4 weeks (some cases may take up to 4–6 weeks depending on investigation complexity)
- International shipments: Usually 2–3 months due to cross-border investigation procedures
Note: If your supporting documents are incomplete or incorrect, you will need to resubmit them within the given timeframe. This may extend the overall claim processing duration.
Once your claim is approved, the payout will be made via:
- Bank transfer: 7–14 working days
- EasyParcel credit: Credited instantly to your account
Learn more about each claim status meaning here.
How to file an insurance / protection claim on EasyParcel?
We understand how important it is to ensure your shipments arrive safely. While our courier partners strive for seamless deliveries, there may be rare instances where parcels are lost or damaged. Below are the steps to file a claim based on your situation.
Situation 1: Parcel Lost In Transit / No Update For 14 Days
Note: Applicable for Pos Laju, Skynet, ABX Express, DHL eCommerce, UTS, Ultimate Consolidators & Aramex Domestic
Step 1: Log in to your account and go to "Manage Parcel" > "All Parcel".
Step 2: Click on the three-line icon and select "Report".
Step 3: Choose "Parcel Lost" from the drop-down list.
Step 4: Upload the required documents:
- Item invoice (proof of value)
- Photo of parcel content
- Photo of parcel packaging
Step 5: Track your claim status via "View Parcel Report".
Situation 2: Parcel Delivered But Not Yet Received / Missing Item / Wrong Content
Note: Applicable for delivered parcels or couriers not listed above
Step 1: Go to "Support" > "Contact Us".
Step 2: Select either "Domestic Shipment" or "International Shipment" depending on your parcel type.
Step 3: Choose "Parcel Damaged" from the drop-down menu.
Step 4: Complete the form and upload:
- Commercial invoice
- Parcel packaging photos
- Parcel content photos
Step 5: Check the status via "Check Your Enquiries Update".
Alternatively, go to "Support" > "Customer Support" and view your case under the "Message Board" tab.
Step 6: Click "View" to see full case details and communicate with our support team (responses within 24 working hours).
Step 7: You may upload additional messages and attachments through the message board.
Step 8: Once resolved, the case status will be marked as "Closed" and you may rate your experience.
FAQ
- Q: How will I be notified about my claim status?
A: You will receive updates as your claim progresses. Our support team will also respond via the message board within 24 working hours. - Q: How do I know if my parcel issue is eligible for a claim?
A: Lost parcels under Basic Insurance, InsurePlus, or EasyCover are eligible with proper documentation (invoice and photos). Damaged parcels are covered under Basic Insurance. EasyCover applies only if you opted in with the additional 2%–2.5% fee. - Q: How does EasyParcel pay out insurance/protection claims?
A: Once approved, claims are paid via bank transfer (7–14 working days) or instantly credited as EasyParcel credit for future use.
And there you have it! You now have all the information about how insurance claims are processed with EasyParcel. If you still have questions, feel free to explore our other articles or contact our friendly support team. We're happy to help!
Read Next: How to purchase insurance/protection on EasyParcel.