When Will My Insurance Claim Be Processed?

If your goods have been damaged or lost during delivery, we will help you start a claim as quickly and smoothly as possible. All claims are handled under the Road Haulage Association (RHA) Conditions of Carriage, the standard legal framework used by all UK pallet networks.

How to Start a Claim

Act quickly. If you notice damage, you must tell us within 24 hours of delivery. For lost goods, report this as soon as possible. Here is what happens next:

• Step 1: Contact our team on Live Chat. We will send you a claims form to complete.
• Step 2: Fill out the form and send it back within 24 to 48 hours along with the required documents (listed below).
• Step 3: Once we receive your completed form, we will submit your claim to the Palletline network for investigation.

What Evidence Will You Need?

To process your claim, we will ask you for:

• Proof of the goods’ cost price (an invoice showing what you paid to buy or manufacture them)
• Proof of purchase price (if you sold the goods)
• Total weight of the damaged or lost goods
• Photographs clearly showing the damage
• Details of any repair, salvage or mitigation attempts
• Any additional information to explain what happened

Having this ready helps us move your claim forward without delay.

What Happens After I Submit My Claim?

Once we have your completed form and supporting documents, we will pass the claim to Palletline’s claims team. They will review the information, investigate the issue, and decide the outcome.

Claims are usually resolved within 8 weeks. If there are delays, we will keep you informed.

What Compensation Am I Entitled To?

We cover our legal liability for the goods, not the full sale value. Compensation is based on weight:

• UK and Ireland: up to £5.00 per kilogram
• International and truckloads: usually £1.30 per kilogram, though this may vary by route and carrier – we will confirm this for you when you ask.

For example, if your pallet weighs 100kg, the maximum claim value is £500. We do not cover consequential losses or degradation caused by poor packaging or handling beyond the standard movement process.

What is the Minimum Claim?

Claims must be for at least 11 kilograms or £55.00 of goods. Smaller amounts fall outside the liability limits of the network.

Important to Know

• The RHA Conditions of Carriage cover legal liability, not full-value insurance. If you need cover for the full commercial value, please arrange your own insurance before shipping.
• Most claims are resolved quickly, but some require further investigation, especially if there is a dispute about packaging, labelling, or the cause of the damage.
• Our goal is always to resolve claims fairly and efficiently.

For any help with the process, please contact our team via Live Chat. We are here to make this as easy as possible for you.