How long does a claim take, and how do I follow it?
A claim is a ticket. When you press Submit Claim, a ticket opens in your help desk inbox. Every question, update and the decision arrive there; do not open a second ticket.
Deadlines that apply to you (Terms and Conditions, section 12)
- Damage: submit the claim within 7 calendar days of delivery.
- Loss: submit within 7 calendar days of the parcel being classified as lost.
- Documents we or the courier request: provide within 7 calendar days, or the claim may be rejected.
- Keep the goods and all packaging, inner and outer, at the delivery address for 28 days from submission, available for inspection.
- Appeal against a rejection: within 7 calendar days of the decision.
The steps after submission
- Evidence check: we check the photos, the item list and the proof of value, and ask on the ticket for anything missing.
- Courier investigation: once the claim is complete we open it with the courier, who searches for the parcel or examines the damage. This stage has no fixed length; we update the ticket as it moves, and a found parcel is delivered.
- Decision on the ticket: accepted in full, in part, or refused, with the reason.
Claims that cannot be processed
- A declared parcel value of €0.
- Loss on a service without signature when a valid delivery scan exists.
How compensation is paid
- Standard cover is up to €100 per parcel; Additional Parcel Protection raises it to the amount selected at booking.
- The amount goes to your Ecoparcel balance, or to the original payment method if you ask on the ticket.