Frequently Asked Questions - Claims

What are your office hours?

Monday to Friday 09:00 to 17:00. Saturday & Sunday closed. These are the times we concentrate on a rapid response to queries, however we do operate from our offices from 8.00 till 6.00 5 days a week.

Can I make a claim for damage?

Yes. Please check our terms and conditions to ensure you are eligible to claim and then contact us to obtain the correct paperwork.

How do I make a claim?

All claims must be brought to us via email within 5 days of receipt. Please state your ParcelBroker order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

How long do claims generally take?

You must allow up to 6 weeks for us to resolve your claim, although payout's for delayed parcels usually get paid out within a few days of receiving your claim. Damaged and Lost parcels can take 3 to 6 weeks depending on evidence provided by the claimant. On rare occasions usually when there are mitigating circumstances it can be considerably longer.

Are glass and ceramics insured?

No. Please see our terms for a full list of items we cannot cover.

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