Lost & Damaged Parcel Claims: Courier Liability, Transit Insurance & Dispute Redressal
Has your parcel gone missing, or arrived crushed or broken? Learn what couriers usually cover, what proof to collect and where to go if your claim is refused.
The terms on the back of a booking slip often limit what the courier will pay if a parcel is lost or damaged. If you send something valuable, ask at the counter about declaring its value or buying insurance.
1Standard Cover vs. Declared Value or Insurance
Knowing the difference helps sellers and senders decide how to protect a parcel:
Standard Cover
Without insurance, the courier’s terms decide what it pays. This is often a small, capped amount, even if the item was worth much more.
Declared Value or Insurance
Some couriers let you declare the value or pay extra for cover. Ask how much it costs and what it pays if the parcel is lost or damaged.
24 Things to Do When a Parcel Arrives Damaged
Claims are often refused without proof. If a parcel arrives damaged, do these things straight away:
1. Photograph the Box Before Opening
Take photos of every side, showing crushed corners, wet patches, torn tape and the tracking label.
2. Film the Unboxing
Record one continuous video showing the seal, the tracking number, the packing inside and the damaged item.
3. Note the Damage When You Sign
If the box is clearly damaged, write “received damaged” next to your signature when you sign for it.
4. Keep the Packing
Do not throw away the box or padding. The courier may want to see them before it pays a claim.
3Pack Well to Avoid a Refused Claim
Couriers may refuse a claim if they think the item was not packed well. Protect yourself with good packing:
- Strong box: Use a strong, new box, not an old one.
- Padding: Leave space for padding on every side of the item.
- No movement: Fill empty space so nothing moves when you shake the box.
- Labels: Add "FRAGILE" stickers on more than one side.
4If the Courier Refuses: Consumer Courts and the Ombudsman
If the courier ignores your written claim or offers too little, you have other options:
You may be able to take your complaint to a consumer court in your district. You are usually expected to write to the company first. Check your province’s rules or get legal advice.
For parcels sent by Pakistan Post, you can complain to the Federal Ombudsman (Wafaqi Mohtasib) if Pakistan Post does not sort out your complaint.
Frequently Asked Questions
Q.How much will a courier pay if an uninsured parcel is lost?
It depends on the courier. Without insurance or a declared value, couriers often pay only a small, capped amount, whatever the item was worth. Read the terms on your booking slip or ask the courier.
Q.How long do I have to make a claim?
Each courier sets its own deadline, and it can be short. Report the problem as soon as you notice it, and ask the courier how long you have to send a written claim.
Q.Why do couriers refuse claims for “poor packing”?
Couriers may say an item was not packed well enough to survive the trip. Using a strong box and plenty of padding makes it harder for them to refuse your claim.
Q.Where can I go if the courier refuses my claim?
You may be able to take a courier to a consumer court in your province. For Pakistan Post, you can also complain to the Federal Ombudsman (Wafaqi Mohtasib).