Insurance

Additional Insurance Help Topics

Although it is rare for pallets to be damaged or lost during transit, all deliveries are protected under our standard* insurance policy for peace of mind.

How Does Pallet Delivery Insurance Work?

Our insurance covers the liability of your goods rather than the goods themselves. While the industry-standard RHA insurance is £1.30 per kilogram, we provide enhanced cover of £5 per kilogram as standard*.

What Is Covered Under My Insurance?

Your basic insurance covers up to £5 per kilogram of goods, based on RHA terms. If the value of your goods exceeds this amount, we recommend arranging additional Goods in Transit insurance through a third-party provider to cover the difference.

For PalletOnline bookings (excluding International and Truckloads unless advised of the uprated cover being included), the insurance covers the liability of goods up to £5 per kilogram under RHA terms.

How Much Does Insurance Cost?

Our standard insurance is included at no extra cost, providing cover of £5 per kilogram for every shipment. For high-value shipments, it may be worthwhile to consider purchasing additional insurance for added protection from a third-party provider.

For PalletOnline bookings*, the insurance covers the liability of goods up to £5 per kilogram under RHA terms.

When Can I Claim Insurance?

If your goods are missing or damaged, notify us immediately. Upon receiving your report, we will send you a claims form via email to complete and return promptly.

Ensure you include detailed information and supporting evidence, such as photographs of the damage or proof of missing pallets. This will help us process your claim as quickly as possible. Please be patient, as this process may take several working days.

Will I Be Refunded for Damaged Goods?

Refunds are not provided for damaged goods. However, redress may be issued through insurance, settled in line with the RHA policy, covering up to £5 per kilogram.

Refunds are only available in cases where a paid service was not delivered, a booking was made in error, or if you choose to cancel your booking (as long as the cancellation is not on the day of collection). International and Truckloads may require extended notice of cancellation to qualify for a refund.

* Excluding International and Truckloads unless advised of the uprated cover being included.