While it is rare, sometimes you’ll find yourself needing to open a claim for your bags for either damage or loss.
In order for our claims team to properly review and approve your value protection claim for your luggage, you must be sure to itemize your claim and provide proof of value. Proper itemization with the needed documentation is required for damaged bag, missing bag, and missing items claims.
What is “Proof of Value”?
“Proof of value” is documentation that shows the item you are claiming and the associated cost. Acceptable proof of value is a receipt showing that you purchased the item and how much it cost.
Don’t have the original receipt? No problem! You are welcome to submit screenshots of webpages showing the item you are claiming and the value as listed on the website.
For items missing in a damage claim, we will also request “proof of ownership” if you are not able to provide an original receipt of purchase. This proof can be a photo you have of the item.
How do I itemize my claim?
If your shipment delivers damaged or is missing any contents, you’ll need to open a “damaged or missing items” claim.
To start, you’ll need to let our claims team know if your shipment was boxed. If you shipped unboxed luggage, you can select “no,” and should select “yes” if you shipped boxed luggage or just a box in general.
Once you make this selection, you’ll be asked for more information on the sidebar that pops up to the right of your screen. You’ll be asked to indicate if your shipping container was damaged to start. If so, you will then be asked to describe the damage and provide photos of the damage accordingly. In addition, you will need to confirm the shipping container’s value and provide proof of value.
From there, you will be asked to list each item inside your bag or box, one by one. You can click “add item” to get started. Once you add the first item, you can continue to add all items you are claiming with the same “add item” button as you go along.
When entering each individual item, you will need to specify if the item went missing or was damaged. If it was damaged, you’ll be asked to provide a photo demonstrating the damage.
You will also be asked to declare what each item is from the following drop down menu.
Once those selections have been made, you will need to provide a brief description of the item that went missing or was damaged. Below that, you can provide the value of the item in USD, proof of value showing the item and the cost, and photos of any damage (if applicable).
Once you’ve added all of the contents you are claiming, you’re ready to submit your claim! You will be asked to acknowledge that you have uploaded everything you are looking to claim, then you can click the “submit” button to finalize your claim.
Note
For missing bag claims, we require the FedEx or UPS case number in order to proceed with filing your claim. If you do not have this information on hand, you can contact the carrier directly and they can provide you with it!
Can I add more items to my claim after I submit it?
Unfortunately, claims cannot be adjusted once they are submitted. If our claims team needs more information, they will reach out to you directly.
Still have questions? Let us know, we're here and happy to help.