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Terms & Conditions SendCloud Insurance

The insurance covers your parcel and its content against damage or loss from any external cause while in transit to, or from, premises utilized by the insured and in care, custody, or control of carriers. The insurance company will cover purchasing value + shipping cost of the property lost, destroyed, or damaged. When you insure your shipments with the SendCloud Insurance, you agree to the following conditions.

Loss, damage or non-arrival of any parcel or the contents of said parcel which (a) is addressed, wrapped or packed insufficiently, incorrectly or contrary to the packaging requirements of the carrier being used by the insured or (b) bears a descriptive label or packaging describing the nature of the parcel's contents. Any parcel containing personal goods to accommodate an employer or employee. 

Claim loss 
For lost shipments, the insured must wait ten (10) days from the last electronic scan of the parcel from the carrier for shipments within Europe and fifteen (15) days from the last electronic scan for shipments outside of Europe. If there is not an initial scan by the carrier, you must file after ten (10) days from date of shipment for parcels shipped within Europe and fifteen (15) days for parcels shipped outside of Europe. For parcels not scanned by the carrier, the adjuster may hold the submitted claim for up to fifteen (15) days for shipments within Europe and twenty (20) days outside of Europe, to allow ample time for the delivery of the shipment. 

When a package is not traceable but is still lost because of due of the carrier, the insured has to hand over a signed pick- up report by the carrier (pick-up reports can be downloaded from within the SendCloud panel), or proof of delivery from the postal office where the package has been brought in (the SendCloud pick-up report can be used for this as well). If this can not be handed over, the claim will be denied. 

Claim damage
If damaged, the insured must file a notice of the damage within ten (10) days afther the package is arrived at the intended location. When the damage is reported after ten (10) days, the claim will be denied. 

Overall claim reporting
All claims must be filed within ninety (90) days of shipment to be honored. The insured will submit a completed claim form, copy of the original purchase invoice and retail invoice, an affidavit (an e-mail stating the loss/damage of the parcel will be sufficient) from the intended recipient, proof of damage if applicable and any additional documentation requested to substantiate the loss. Coverage does not include handling fees and insurance fees. All damaged property for which payment (not repair costs), or replacement costs have been made, must, on request, be returned to the sender. Failure to hold the damaged property until the claim is fully resolved will result in the claim's being denied. The sender always needs a proof of damage or loss has to be handed over to the insurance. 

There are items and or products excluded from this insurance:

  • Flowers and plants
  • Fine art
  • Cotton
  • Fresh Foods
  • Live animals
  • Loose precious stones and metals
  • Cash in transit
  • Cigarettes
  • Eggs
  • Specie
  • Securities 
  • Bulk products
  • Televisions

Countries* that are excluded from insurance:

  • Afghanistan
  • Angola
  • Bolivia
  • Iran
  • Iraq
  • Nigeria
  • North Korea
  • Paraguay

*Any other country that is or may become Embargoed by the United States or United Nations as sanctioned by the Office of Foreign Asset Control (OFAC). 

The insurance is made possible by Online Shipping Insurance Services Inc., they review the claims that are being filed by the SendCloud customer. SendCloud can not be held responsible for the outcome of any claim.