In the world of shipping, protecting your merchandise is paramount—both in transit and while stored in our facilities. Jetpack offers comprehensive insurance options for parcel and freight shipments, combined with a streamlined claims process when the unexpected happens. Whether you’re dealing with a lost package, damage in transit, or a shipment experiencing no carrier tracking, understanding your coverage options and the claims process ensures you can protect your business and serve your customers with confidence. This guide walks you through everything from adding insurance to your orders to submitting claims and understanding reimbursement policies.
How Jetpack Helps with Claims and Insurance
Jetpack provides insurance coverage and claims assistance for shipments that experience loss or damage during transit. When a package shipped from a Jetpack fulfillment center is lost or damaged by a carrier, Jetpack will assist you by submitting a carrier claim on your behalf. Key aspects of Jetpack’s approach:- Flexible insurance options for both parcel and freight shipments
- Streamlined claims submission through Jetpack Pro or your Jetpack Care Manager
- Clear policies and timelines for different claim types
- Automated and manual processing depending on claim complexity
- Transparent reimbursement policies based on actual product value
Adding Insurance to Orders
Protect shipments with parcel and freight insurance options
Parcel Claim Policies
Eligibility requirements, timelines, and documentation needs
Submitting Claims
How to file a claim and track its status
Freight Claims and Policies
Freight shipment claims and $500 courtesy coverage
Insuring Your Inventory
Protect stored merchandise with proper insurance coverage
Understanding Insurance Options
Jetpack offers different insurance coverage depending on whether you’re shipping parcels or freight. Each option has specific pricing, coverage limits, and requirements.Insurance values are always in USD, regardless of your order currency. Insurance through Jetpack is provided via a policy issued by Cabrella Parcel Insurance.
Claim Types and Coverage
Different claim types have different eligibility requirements, timelines, and reimbursement policies. Understanding which applies to your situation helps ensure your claim is processed successfully.Quick Reference: Key Policies
Understanding these critical policies helps you make informed decisions about insurance coverage and claims submission.Submitting Claims Made Easy
Jetpack streamlines the claims process so you can file in minutes. To submit a parcel or freight claim, you have two options:- In Jetpack Pro: File your claim directly from your dashboard and upload the required documentation.
- Through Jetpack Care: Reach out to your Jetpack Care Manager to file a claim on your behalf.
Automated vs. Manual Processing: Claims that qualify for automated processing receive immediate responses and credits within 1-2 minutes. Claims requiring manual review receive updates from the claims team within 3-5 business days.
Required Documentation Checklist
Before submitting a claim, gather the appropriate documentation to ensure your claim can be processed without delays: For Damaged in Transit (Parcel):- Retail invoice for the affected order
- Screenshot of customer communication confirming damage
- Photos depicting all damages to product and packaging
- Tracking information
- Retail invoice for the affected order
- Tracking information showing no delivery confirmation
- DOR form signed by customer (UK Evri shipments only)
- Tracking information showing no initial scan
- Confirmation that estimated delivery date (EDD) has been breached
- Proof of Delivery (POD) with damage clearly noted
- Photos of product damage (packaging damage alone is insufficient)
- Driver signature acknowledging damage
- Documentation of stretch wrap condition if applicable
- Freight paperwork showing shipment details
- Tracking information showing no delivery confirmation
Let’s Dive Deeper
Adding Insurance to Orders
Learn how to add parcel and freight insurance with step-by-step instructions
Parcel Claim Policies
Detailed policies for damaged, lost, and no tracking parcel claims
Submitting Claims
Quick guide to the claims submission process
Freight Claims
Freight claim policies, documentation, and processing timelines
Insuring Stored Inventory
Understand liability limitations and protect your merchandise in storage
Questions? Contact Jetpack Care.
If you have any questions about insurance coverage, the claims process, or need assistance with a specific claim, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!