Making an insurance claim

If your goods arrive damaged or go missing in transit, we will help you resolve it quickly and fairly. Start a Live Chat and our team will send you a claims form to complete.

You must report visible damage within 24 hours of delivery to protect your ability to claim. Losses or concealed damage should be reported as soon as possible.

What Do I Need to Claim?

The claims process follows the RHA Conditions of Carriage. These are industry standard terms used across the UK pallet network. They cover the carrier’s legal liability, not the full retail value of the goods.

• Proof of the cost price of the goods
• Proof of sale price if different
• Weight of the damaged or lost items
• Photos clearly showing the damage
• Any other details to help us process your claim quickly

How Much Is Covered?

All pallet deliveries in the UK and Ireland are covered up to £5.00 per kilogram of the goods' weight. For example, a 100kg pallet has a maximum claim value of £500. International shipments and truckloads have different limits, and we will confirm these for you if applicable.

We do not refund the booking cost for damaged goods. Claims cover the goods themselves, not the transport service fee.

How Long Does It Take?

Once we receive your completed claims form, we aim to resolve most claims within 8 weeks. Some may take longer if extra details are needed from depots, insurers, or the recipient. We will keep you updated throughout.

What Happens Next?

• Report damage within 24 hours of delivery via Live Chat.
• We will send a claim form and explain what to do.
• Return the completed form as soon as possible so we can begin the process.

Damage claims are rare. Less than 0.03% of pallets in our network result in a claim. But when things go wrong, we are here to help put it right.