> ## Documentation Index
> Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Claims and Insurance

> Protect your shipments with insurance coverage and understand our straightforward claims process for lost, damaged, and untracked parcels.

<div className="page-intro">
  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.
</div>

## 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

<CardGroup cols={2}>
  <Card title="Adding Insurance to Orders" icon="shield-check" href="/fulfillment/claims/adding-insurance">
    Protect shipments with parcel and freight insurance options
  </Card>

  <Card title="Parcel Claim Policies" icon="box-open" href="/fulfillment/claims/parcel-claim-policies">
    Eligibility requirements, timelines, and documentation needs
  </Card>

  <Card title="Submitting Claims" icon="file-invoice" href="/fulfillment/claims/submitting-claims">
    How to file a claim and track its status
  </Card>

  <Card title="Freight Claims and Policies" icon="truck" href="/fulfillment/claims/freight-claims">
    Freight shipment claims and \$500 courtesy coverage
  </Card>

  <Card title="Insuring Your Inventory" icon="warehouse" href="/fulfillment/claims/insuring-inventory">
    Protect stored merchandise with proper insurance coverage
  </Card>
</CardGroup>

***

## 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 Type                  | Cost                                          | Maximum Coverage                   | Key Requirements                                                                                                                                                                                      |
| ------------------------------- | --------------------------------------------- | ---------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Parcel Insurance**            | 1.875% of insured value plus fulfillment cost | \$5,000 USD per parcel             | <ul><li>Value cannot exceed actual goods value</li><li>Orders \$300+ require signature on delivery</li><li>Not available for prepaid shipments</li><li>Split orders: \$5,000 max per parcel</li></ul> |
| **Freight Insurance**           | 1-2% of insured value plus fulfillment cost   | Must not exceed actual goods value | <ul><li>Available for ShipBob-arranged freight</li><li>Supports US-Canada cross-border shipments</li><li>Quote required from Jetpack team</li></ul>                                                   |
| **Courtesy Coverage (Parcel)**  | No charge                                     | \$100 USD retail value for D2C/B2C | <ul><li>Automatically provided</li><li>Voided if you purchase additional insurance</li></ul>                                                                                                          |
| **Courtesy Coverage (Freight)** | No charge                                     | \$500 USD manufacturing value      | <ul><li>Applies to Jetpack-arranged freight only</li><li>Additional insurance recommended for higher values</li></ul>                                                                                 |

<Note>
  Insurance values are always in USD, regardless of your order currency. Insurance through Jetpack is provided via a policy issued by Cabrella Parcel Insurance.
</Note>

***

## 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.

| Claim Type                          | Eligibility                                                                                          | When to File                            | Filing Deadline                   | Reimbursement Coverage                                               |
| ----------------------------------- | ---------------------------------------------------------------------------------------------------- | --------------------------------------- | --------------------------------- | -------------------------------------------------------------------- |
| **Damaged in Transit (Parcel)**     | <ul><li>ShipBob shipping labels</li><li>ShipBob-arranged freight</li></ul>                           | As soon as customer notifies you        | 30 days from delivery date        | Retail value of damaged products only (up to \$100 or carrier limit) |
| **Lost in Transit (Domestic)**      | <ul><li>ShipBob shipping labels</li><li>ShipBob-arranged freight</li></ul>                           | After 15 days from last tracking update | 45 days from last tracking update | Retail value of lost products (up to \$100 or carrier limit)         |
| **Lost in Transit (International)** | <ul><li>ShipBob shipping labels</li><li>ShipBob-arranged freight</li></ul>                           | After 20 days from last tracking update | 50 days from last tracking update | Retail value of lost products (up to \$100 or carrier limit)         |
| **No Carrier Tracking**             | <ul><li>ShipBob shipping labels only</li><li>No initial tracking scan</li><li>EDD breached</li></ul> | After EDD is breached                   | 30 days from EDD                  | Fulfillment cost only (not product value)                            |
| **Damaged in Transit (Freight)**    | <ul><li>ShipBob-arranged freight</li><li>Damage noted on POD</li></ul>                               | After delivery with noted damage        | 4 business days after delivery    | Manufacturing value up to \$500 USD                                  |
| **Lost in Transit (Freight)**       | ShipBob-arranged freight                                                                             | After reasonable wait time              | 90 days from ship date            | Manufacturing value up to \$500 USD                                  |

<Warning>
  Claims submitted after the filing deadline will not be eligible for processing or reimbursement due to carrier limitations on claim acceptance.
</Warning>

***

## Quick Reference: Key Policies

Understanding these critical policies helps you make informed decisions about insurance coverage and claims submission.

| Policy Area                    | What You Need to Know                                                                                                                                                                                                                         |
| ------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Maximum Liability**          | Jetpack's liability for parcel claims shall not exceed the lesser of USD \$100 or the carrier's loss limitation per affected order. Freight claims are covered up to \$500 USD manufacturing value as a courtesy.                             |
| **Reimbursement Basis**        | <ul><li>**Parcel**: Based on retail value after discounts</li><li>**Freight**: Based on manufacturing value</li><li>Only reimburses specific products confirmed lost/damaged, not entire order</li></ul>                                      |
| **What's NOT Covered**         | <ul><li>Original shipping costs</li><li>Reshipment costs</li><li>Orders over coverage limits without insurance</li></ul>                                                                                                                      |
| **Split Order Coverage**       | <ul><li>**B2C/D2C**: Total insurance applies across all packages in split order</li><li>**B2B**: Total insurance applies across all packages in split order</li><li>**Max per parcel**: \$5,000 USD regardless of total order value</li></ul> |
| **Prepaid Labels**             | Insurance cannot be added to prepaid shipments. Contact carrier directly for claims on prepaid labels.                                                                                                                                        |
| **Over-Insurance**             | Jetpack reserves the right to adjust or deny coverage if declared value exceeds actual goods value or coverage limits.                                                                                                                        |
| **Returned to Sender**         | No claims or refunds for RTS orders unless you insured the order in the Jetpack dashboard.                                                                                                                                                    |
| **Amazon Shipping**            | Must provide refund or replacement in Amazon Seller Central for damaged/lost orders shipped via Amazon Shipping.                                                                                                                              |
| **No Carrier Tracking Impact** | Once reimbursed for fulfillment cost under no carrier tracking policy, shipment no longer qualifies for lost in transit claim.                                                                                                                |
| **Freight POD Requirements**   | <ul><li>Note damage clearly on delivery paperwork</li><li>Never sign as "Subject to Inspection"</li><li>Driver must acknowledge damage</li><li>Failure to document may result in claim denial</li></ul>                                       |
| **Inventory in Storage**       | Jetpack's Terms of Service (Sections 13 and 16.7) contain liability limitations and exclusions for merchandise in storage. Securing your own first-party property insurance is strongly recommended.                                          |

***

## 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.

You can track claim status through your dedicated Slack channel.

<Info>
  **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.
</Info>

***

## 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

**For Lost in Transit (Parcel):**

* Retail invoice for the affected order
* Tracking information showing no delivery confirmation
* DOR form signed by customer (UK Evri shipments only)

**For No Carrier Tracking:**

* Tracking information showing no initial scan
* Confirmation that estimated delivery date (EDD) has been breached

**For Damaged in Transit (Freight):**

* 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

**For Lost in Transit (Freight):**

* Freight paperwork showing shipment details
* Tracking information showing no delivery confirmation

***

## Let's Dive Deeper

<CardGroup cols={2}>
  <Card title="Adding Insurance to Orders" icon="shield-check" href="/fulfillment/claims/adding-insurance">
    Learn how to add parcel and freight insurance with step-by-step instructions
  </Card>

  <Card title="Parcel Claim Policies" icon="book-open" href="/fulfillment/claims/parcel-claim-policies">
    Detailed policies for damaged, lost, and no tracking parcel claims
  </Card>

  <Card title="Submitting Claims" icon="file-invoice" href="/fulfillment/claims/submitting-claims">
    Quick guide to the claims submission process
  </Card>

  <Card title="Freight Claims" icon="truck" href="/fulfillment/claims/freight-claims">
    Freight claim policies, documentation, and processing timelines
  </Card>

  <Card title="Insuring Stored Inventory" icon="warehouse" href="/fulfillment/claims/insuring-inventory">
    Understand liability limitations and protect your merchandise in storage
  </Card>
</CardGroup>

<div className="jetpack-callout">
  <img src="https://mintcdn.com/jetpack/2iejPNBTYKEx6ntF/images/jetpack-logomark-256.png?fit=max&auto=format&n=2iejPNBTYKEx6ntF&q=85&s=340604ced4add3864f2641341826e1c9" alt="Jetpack" className="jetpack-callout-icon" width="256" height="256" data-path="images/jetpack-logomark-256.png" />

  <div className="jetpack-callout-content">
    <h4 className="jetpack-callout-title">Questions? Contact Jetpack Care.</h4>
    <p className="jetpack-callout-text">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!</p>
  </div>
</div>