Guide to Claiming Insurance for Overseas Shipping that Doesn’t Make You Dizzy

The shipment is on the way but suddenly your overseas shipment is lost, late in passing the SLA, or arrives in a dented condition? Don’t worry, this is a survival guide so that the claims process remains relaxed, neat and fast.

When can a claim be submitted?

– Lost (Lost): There are no significant updates on routes that are unusual/too late at one hub.

– Delay (Late): Passing the service SLA (service level agreement) with proof of timeline tracking.

– Damage (Damaged): Physical damage when received (dented box, torn seal, broken/scratched contents).

Note: Each courier has a claim submission deadline and different conditions. Always check the T&C of the overseas delivery service used.

Preparation of Evidence (So that Claims Are Smooth)

– Photo/Video of package contents and exterior:

– Before closing (pre-ship).

– When received (unboxing).

– Invoice & packing list, receipt number, and brief chronology (date of incident + problem summary).

– Proof of Delivery (POD) if any: recipient’s name, time, courier notes.

– The shipping label (AWB) is clearly visible: barcode, address, telephone number.

Pro tip: Having documentation before shipping is the “golden ticket” in overseas shipping claims.

Claim Steps: Step-by-Step (Complicated)

– Report immediately to the agent/courier (don’t wait too long). Include a summary of the problem.

– Send complete evidence in one email/cloud folder (tidier, faster processing).

– Request claim ticket number and estimated response time.

– Monitor progress against deadlines; reply to requests for additional documents as soon as possible.

– Save all correspondence (email/chat) for archives.

Claim Email Template (Just Copy and Copy)

For those of you who are having problems shipping overseas, just email the shipping logistics customer services, we have prepared a template that you can just copy and paste!

– Subject: Insurance Claim – [Resi] – [Lost/Delay/Damage] – Overseas Delivery

– Contents:

Hello team,

Please process claims for overseas shipments with a receipt [XXXXX].

Claim type: [Lost/Delay/Damage]

Short timeline: [tanggal & event]

Value of goods (invoice): [Rp … / USD …]

Recipient contact: [nama + nomor]

Attached is the invoice, packing list, label photo, pre-ship & unboxing photo/video, POD (if any).

If any additional documents are required, I am ready to send them. Thank You.

Frequently Asked Questions (Mini FAQ)

Q: How long does the claim process take?

A: Depends on the courier & complexity of the case. Make sure the documents are complete from the start so it’s faster.

Q: What often causes claims to be rejected?

A: Insufficient proof (no pre-ship/unboxing), item description is too general, or packaging does not meet international delivery standards.

Q: So that it doesn’t happen again?

A: Pre-ship photos, use the right size box, add insurance for valuable items, and consider services with SLAs that suit the purpose.

As for Mimin’s advice, it’s clear to choose shipping logistics that are certain, guys… for example, airwayexpress.id which can definitely provide safe and comfortable shipping services for you overseas!

About Airway Express

Airway Express was born under the umbrella of PT. Twelve Jaya, with more than 10 years of experience in the world of international shipping, has continued its track record of success in the international express shipping industry since 2014. Together, from 2014-2021 we have developed DHL Express retail Service Points around Jabodetabek, witnessing the dynamic evolution of the need for international shipping for 7 years.