How long does it takes to process an insurance claim?

How to file an insurance / protection claim on EasyParcel?

At EasyParcel, we understand how important it is to ensure your shipment arrive safely. While our courier partners strive for seamless deliveries, there may be rate instances where shipments are lost or damaged. That's why we've simplified the process for filing an insurance claim. Let's walk you through the steps for both lost and damaged parcels, and then we'll cover how long it typically takes to process these claim

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," then select "All Parcel."

Step 2: Click on the three lines icon and select "Report." 

Step 3: From the drop-down list, choose "Parcel Lost." 

Step 4: Upload the required documents, such as the item invoice, a photo of the parcel content, and parcel packaging. Once complete, click "Okay."

Step 5: Your report will be submitted, and you can track the status by selecting "View Parcel Report"

Once your claim is filed, you'll receive update on its status as your system process it. Here's an explanation of the different status of a claim can have in EasyParcel. 

Situation 2: Parcel Delivered But Not Yet Received / Missing Item / Wrong Content

Note: Applicable for all couriers not listed above or delivered parcels

Step 1: Navigate to the "Support" section on the sidebar and click "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.

Step 4: Complete the form, upload required documents like a commercial invoice, parcel packing photos, and content photos, and hit "submit Now." 

Step 5: You can check the status by clicking "Check Your Enquiries Update."

OR

Step 5: You can head over to "Support" on the sidebar and click on "Customer Support", then you'll able to see your submitted enquiries under the "Message Board" tab. 

Step 6: Once you click on the "view" button, you'll able to see the details inside and also our support team will reply to you via this message board directly within 24 working hours (Monday to Friday, 10am to 6p, except for public holidays).

Step 7: At the same time, you can send in messages and attachments via this message board as well. 

Step 8: The case will be moved to "closed" once it has been resolved. And then, you can review your experience. 

FAQ

1. Q: How will I be notified about my claim status?
   A: You will receive updates on your claim status as it is processed. Our support team will also reply to your inquiries via the message board within 24 working hours. 
2. Q: How to know if my parcel's issues are applicable for claim?
   A: You can file a claim for lost parcels covered by Basic Insurance, InsurePlus, or EasyCover, needing a photo of the content, packaging, and the item invoice. For damaged parcels, Basic Insurance covers them with the same documentation. EasyCover applies only if you added 2%-2.5% of your parcel value. For more information, check out our article. 
3. Q: How to purchase insurance/protection on EasyParcel?
   A: To enhance your shipment's security on EasyParcel, you can add EasyCover for 2%-2.5% of your parcel value, covering up to RM10,000. Note that EasyCover excludes items on the Execution List. For detailed steps on how to purchase insurance, you can view our article.
4. Q: How does EasyParcel pay out the insurance/protection claims?
   A: Once approved, claims are paid via bank transfer (7-14 working days) or instantly as EasyParcel credit, which can be used for future bookings, packaging materials, or marketing tools. For more information, check out our article.