How to file an insurance claim

Packages get lost. Mugs get crushed. When it happens, a clean claim is the fastest way to get your money back. This guide covers claims for packages insured through Octoship Insurance — on any carrier, domestic or international — and how to use the coverage that some carrier services include automatically.

Before you file#

Claims move fastest when everything is ready on day one. Gather these before you start:

• Proof of value: the order receipt or invoice showing what the customer paid. For handmade items, a sales receipt or cost-of-materials record works.
• Photos (damage claims): the outer box on all sides, the shipping label, the inner packaging, and the damaged item. Ask your customer to keep everything until the claim is closed.
• Customer confirmation (loss claims): a short note or message from the recipient confirming they didn't receive the package.
• Repair estimate (optional): if the item can be repaired, an estimate may be paid instead of the full value.

When you can file#

Filing the claim#

1. 1
   Open the shipment

   Go to Shipments, search by tracking number, order number, or recipient, and open the package.

2. 2
   Click “File a claim”

   The button appears once the shipment is eligible. If it's greyed out, hover over it to see the date it unlocks.

3. 3
   Choose the claim type

   Pick Lost, Damaged, or Missing contents. Damage claims ask whether the item can be repaired.

4. 4
   Upload your documents

   Attach proof of value and photos. JPG, PNG, and PDF files up to 10 MB each are accepted.

5. 5
   Enter the amount

   Claim the actual value of the item, up to the insured amount. Shipping cost is reimbursable for lost packages insured through Octoship.

6. 6
   Submit and keep an eye on your inbox

   You'll get a confirmation email with a claim number. If the claims team needs more information, they'll email you — replies within 7 days keep your claim moving.

Screenshot

What's covered (and what isn't)#

Octoship Insurance covers physical loss of or damage to the contents while the package is in the carrier's hands. Some things are excluded:

• Items that were poorly packed (for example, glass with no cushioning)
• Cash, gift cards, lottery tickets, and other negotiable items
• Perishables that spoiled due to delay
• Prohibited or restricted items
• Delays that didn't result in loss or damage
• Packages with a wrong or incomplete address entered by the shipper

What happens next#

Most complete claims are reviewed within about 10 business days. Approved payouts go back to your Octoship balance by default, or you can choose a refund to your original payment method. You can follow along at any time — see checking your claim status. If a claim is denied, the decision email explains why and how to appeal with extra documentation.