How to File Insurance Claims - Consumers

How to File Insurance Claims

How to File Insurance Claims
HereÌs how you can recover the value of your lost or damaged shipments.

If your insured shipment, whether Insurance was purchased online or at a Post Office, has been lost or damaged in transit you can request to recover the value of your articles by filing an insurance claim at any Post Office.

Domestic Claims
Shipments mailed domestically (to or from any address in the United States) . APO/FPO shipments included.
Claims for all services, except Merchandise Return Service can be filed at any Post Office. Merchandise Return Service claims can only be filed at the Post Office where the Merchandise Return permit is held.
Download PS Form 1000, Domestic Claim or Registered Mail Inquiry, and complete the customer portion. You may submit the completed form to any U.S. Post Office.
With the completed claims form you will need to provide evidence of Insurance and evidence of value.
Depending on the type of claim, you will need to provide proof of damage, proof of loss, or partial loss of contents.
NEW: Online claims option now available for domestic insurance purchased through Click-N-Ship or eBay. Visit the Online Claims FAQs.
When to File
For Damage or Partial Loss of Contents: File immediately, but no later than 60 days from the date of mailing.

Where to File
Claims for all services, except Merchandise Return Service, can be filed at any Post Office. Merchandise Return Service claims can only be filed at the Post Office where your merchandise return permit is held.

Claims for insurance and other extra services purchased at Post Offices, Automated Postal Centers (APCs), or other locations can be filed at any Post Office.
Merchandise Return Service claims can only be filed at the Post Office where your merchandise return permit is held.
Online claims option now available for domestic insurance purchased through Click-N-Ship or eBay. Visit the Online Claims FAQs.
Locate a Post Office- Find the Post Office nearest you!

What YouÌll Need
Claims Form
Download and complete the customer portion of Form 1000, Domestic Claim or Registered Mail Inquiry and take to any Post Office, or request a copy and complete it at the Post Office. Not needed for domestic insurance claims filed online.

Claims Form, PS Form 1000, Domestic Claim or Registered Mail Inquiry.

Evidence of Insurance
Submit evidence that Insured Mail, Collect on Delivery (COD), Registered MailÙ, or Express Mail? was purchased for the mailed package.

For insurance purchased at a Post Office or through a rural carrier, you will need the original mailing receipt that you were given at the time of mailing. This can be a sales receipt or a postmarked Insured Mail, Registered Mail, or COD receipt.

For insurance purchased online you will need a computer printout from the web-based application where the label was printed and insurance was purchased. The printout must clearly identify all of the following information:
Delivery ConfirmationÙ or Signature ConfirmationÙ number of the insured item
Total Postage Paid
Origin ZIP CodeÙ
Declared Value
Insurance Fee Paid
Declared Mailing Date
Delivery ZIP Code

For example, in Click-N-Ship? a copy of the Online Label Record or of the Shipping History Details page provides evidence of insurance.

For a detailed list of acceptable evidence check the General Filing Instructions in the Domestic Mail Manual.
Evidence of Value
Submit evidence - such as a sales receipt or invoice - showing the value of the article when it was mailed. For a detailed list of acceptable evidence check the General Filing Instructions in the Domestic Mail Manual.

For Internet transactions conducted through a Web-based payment network, provide a computer printout of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed. The printout must clearly identify the Web-based payment network provider through which the Internet transaction was conducted.

Proof of Damage or Partial Loss of Contents

If the addressee files the claim, the addressee must make the damaged article and mailing container available to the USPS for inspection, including any wrapping, packaging, and any other contents that were received.
If the mailer files the claim, the St. Louis Accounting Service Center (ASC) will notify the addressee by letter to present the damaged article and mailing container to the USPS for inspection, including any wrapping, packaging, and any other contents that were received. Failure to do so will result in denial of the claim.
For claims filed online, the damaged item and packaging must be presented to the local Post Office with the printer-friendly version of the online claim summary.

When to Expect Payment
A properly completed and supported claim is usually paid within 30 days.

International Inquiries & Claims
Shipments mailed to or from a foreign country.
Express Mail International?, Global Express Guaranteed, registered letter-post, recorded delivery, insured or ordinary parcel post call 800-222-1811 to initiate an inquiry.
If your inquiry of damage or loss is confirmed by the USPS, an information packet with a claim PS Form 2855 will be mailed to you.
To file a claim send in a completed PS Form 2855. Claims must be accompanied by evidence of mailing, evidence of value and any other documentation to support the claim.

How to initiate an inquiry
To report the loss, damage, or missing contents of an article sent to a foreign country, call our International Inquiry Center at 800-222-1811. YouÌll need to provide relevant information, including but not limited to the item number appearing on the barcode; names, addresses, and telephone numbers of the mailer and addressee; and the date of mailing. The International Inquiry Center will correspond with the post in the foreign country. If we determine that a claim for the item should be initiated, weÌll provide you with a claim packet, which includes instructions on how to complete and submit the claim.
Before initiating an inquiry on an item mailed to a foreign country, allow sufficient time for delivery of the mailpiece in that country. Take a look at the information in the table below before initiating inquiries:

How to file a claim
You can file a claim after you have initiated an inquiry and have received a claim packet from the International Inquiry Center. The claims packet will include instructions that you must complete. Claims must be accompanied by the following documentation:

Evidence of Insurance
Indemnity claims for Registered MailÙ, insured, and Express Mail International:

The original mailing receipt issued at the time of mailing must be submitted (reproduced copies are not acceptable).

Note: For Express Mail International items, also submit PS Form 2861, which you will receive from the EMS Inquiry Center.

Evidence of Ordinary Priority Mail International Parcel Indemnity

The original mailing receipt issued at the time of mailing must be submitted (reproduced copies are not acceptable).

Evidence of Value
The customer must submit acceptable evidence to establish the cost or value of the article at the time it was mailed. Examples of acceptable evidence of value:

Sales receipt, invoice or bill of sale, or statement of value from a reputable dealer.
Items valued up to $100 - the customer can submit a statement that includes the date and place of purchase, the amount paid, and whether the item was new or used (only if a sales receipt or invoice is not available). If the article mailed is a hobby, craft, or similiar handmade item, the statement must include the cost of the materials used.
A picture from a catalog showing the value of a similar article (only if a sales receipt, invoice, or statment of value from a dealer is not available). The date and place of purchase must also be included.
Paid repair bills (not to exceed the original purchase price). For partial damage, estimates of repair costs or appraisals - not to exceed the original purchase price - from a reputable dealer are acceptable.
Receipt or invoice costs incurred for the replacement of nonnegotiable documents.
A copy of a canceled check, money order receipt, credit card statement, or other documentation indicating the amount paid. For Internet purchases, a copy of the front and back of the canceled check, money order, or a copy of the credit card billing statement is required.
For Internet transactions conducted through a Web-based payment network that offers payment services through a stored value account, provide a computer printout of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed.

Where to File:

Mail claim form with appropriate attachments to:

International Claims
St. Louis Accounting Service Center
PO BOX 80146
St Louis, MO 63180-0146

Go to the online International Mail Manual for additional information about filing international claims.

Item Received from a Foreign Country
If you receive an article that was sent from a foreign country that is in damaged condition or has some or all of its contents missing, take it to any Post OfficeÙ immediately for inspection. You must present the article, mailing container, wrapping, packaging, and any other contents received. The Post Office will verify damage and have you complete PS Form 2855, Claim for Indemnity - International Registered Mail, Insured, Ordinary Parcel and Express Mail?.