Straight Talk With Annissa - Let's Talk Claims!
If anyone can attest to the unexpected events that can and do happen, it's me (thank you for all the prayers from our wonderful clients - It meant the world to me!).
Whether you've experienced the claims process with ShipandInsure or not, you always want to stay up on the current trends, risks and definitely the proper procedures. I have recently had the pleasure of speaking with underwriters and our claims processing team to gather some quite important and highly relevant information for you.
UNDERWRITING NOTES
- Some of you hopefully have read the recent email alert and are aware of the return of a scam involving interception of shipments via scammers re-routing shipments to "hold for pickup" at places such as Walgreens. Bottom line is NEVER allow re-routing of any of your shipments! Be sure to tell the carrier to disallow re-routing!
- There have also been cases of perpetrators showing up at the recipients' addresses with a fake ID to sign for the shipments before the drivers could get to the door. The best way to potentially deter this activity is to require the direct signature service vs adult signature when shipping to residential addresses.
- Signature Required is non-negotiable - if insuring, a signature is required!
- Customers often wonder how so much damage can happen to their shipments, especially when the contents end up outside the box! Here are a few ways to avoid that situation:
(1) DOUBLE BOX (if not crated or in specialized strong-box options) as you must do to avoid losses for reasons such as careless manhandling and theft by slicing! Envelopes of any kind are not covered and are not considered as inner or outer boxes.
(2) Keep your uncrated/non-strong-boxed shipments under 45lbs if possible. There are many conveyors in the sorting and distribution centers that make it possible for your shipment to fall from a high distance and burst open. Large amounts of metal items, sculptures or even book collections can easily fall victim to this peril (it's probably a good time to re-read #1).
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Avoiding damage is greatly reduced by using the following advice:
(1) Peanuts are not proper protection for anything fragile or heavier than the peanuts themselves except as the filler between inner and outer boxes when double-boxing. They allow items to move during transit which pretty much guarantees the item(s) will be against at least one side of the inner box during transit (Shake a jar of mixed nuts and watch physics at work! Same principle). If you ship fragile valuables and are not sure how to pack them for safe arrival, consider using a local packing & shipping store!
(2) Use shock absorbent filler. Paper does not absorb shock unless specifically designed to do so (such as the honeycomb type). Lining a box in hard Styrofoam sheets hasn't proven to be the greatest protection against shock. Peanuts aren't highly effective either due to the movement factor. Modern options include plenty of soft foam selections, spray foams and there are even highly efficient bracing techniques available. Choosing the correct option depends on the fragility and weight of the item(s) you are shipping.
I know what some of you are saying right now, "Annissa, what if I do all this and they STILL damage my stuff?!?!"
You've done your due diligence and the carrier STILL punched a hole through it with a forklift/it looks like they tossed it off the roof/there's a tire mark and a footprint on the flattened box that had "do not lay flat" stickers all over it (all of which were claims we've seen and paid!) That is exactly why you have us in your corner!
A PERFECT SEGUE INTO FILING CLAIMS!
When it comes to filing claims, please be sure to read the email that is automatically sent upon submission. It contains your assigned claim# (which needs to be in the subject line of any email communications regarding the claim) and the basics of what documents will be needed depending on the type of claim you have filed. Any documents you do not have at the time of submission may be uploaded directly into the claim later (upon receiving them).
- Include in your claim description if this is a partial loss or a complete loss.
- Damage claims will require at least one repair quote! Please include whether you have refunded the purchase from a sale or have replaced the item(s) and on what date you did it (In most cases, we do not recommend refunding/replacing until claim is actually processed, especially if an investigation is needed).
- On the digital claim form, you must describe what exactly happened, to what contents, etc. Be specific and as detailed as possible!
- The carrier claim result is required and it needs to show the tracking number involved, whether they paid you or not and the payment amount (if paid). This is due to the major carriers automatic assignment of $100 liability to every shipment. Whether they pay you or not does not make a difference in our decision to approve a claim. Be sure to include your shipping costs in the carrier claim as they do owe you that as well (we do not cover shipping costs, so it is not deducted from our settlement amount).
- eBayers must be sure to include the eBay statement that includes the actual sale price, eBay fees and taxes.
ONE FINAL NOTE FOR THIS FALL ISSUE OF STRAIGHT TALK:
If you have submitted an order for coverage and notice an error or have a change, DO NOT CANCEL THE ORDER! Please be sure to read the red text found on the last page of checkout as well as within each confirmation email - it will save both you and our office a LOT of time (and we ALL love saving time and keeping it easy!).
As always, our team is happy to assist you if you have questions regarding your coverage or claim documents needed. Never hesitate to email us or call the office (Monday thru Friday, 9AM-5PM EST).