Claims FAQs

Our claims process has gone paperless. Please login to our claims website where you can file and check the status of your claim.

Each claim is different and as a result, may require different documents. However, almost all claims require proof of loss and documentation reflecting the value of the loss, such as an invoice or bill of sale. In addition, the following items may also be requested: freight invoice, packing list, replacement invoice, repair estimate, photos of the goods and packaging and, if lost, a police report or statement of non-receipt by the receiver.

If the shipment was transported by a carrier other than UPS, you must notify the carrier immediately. See our sample carrier notification template.

Call our customer support center at 1-877-263-8772.

In the event that you experience a loss or damage, it is best to file a claim as soon as possible. This will provide the adjuster time to identify any needed steps or documentation so you can be paid in a timely fashion.

You should retain the original carton, its contents and all packaging materials until the claim is finalized and the adjuster provides instructions.

Pictures of the carton’s exterior reflecting the damage, photos of the interior packaging materials, images of the damaged item as well as a photo of the tracking label/ bill of lading on the box are required. If the damage is not readily apparent, please identify on the photo where the damage occurred.

Your claim status can be viewed by logging into the claims center and entering your tracking number/BOL or your claim number under the check status screen.

We try to review and process all covered claims within a window of 5 business days following initial receipt of your claim and associated paperwork. If you have received written notice that your claim has been processed, but have not received payment after 14 days, contact us via phone at 1-866-384-1852.

Help Prevent Claims from Happening in the First Place

Check out the UPS Packaging Advisor to view customized guidelines for packaging your goods. Or, leverage the UPS Package Design and Test Lab to evaluate your current packaging.

Ready to file a claim?

Contact Us

We are here to help. If you would like to connect with us, we are available
8am - 8pm EST at 877.263.8772 or by email.