What is standard insurance?

Ensuring your goods are secured well before delivery is crucial as this will result in a safe journey through the network with everything arriving intact. However, sometimes things happen that are out of our control.

All bookings are covered under our standard insurance policy. This covers up to £1.30 per kilogram of items shipped, but we do offer upgraded insurance at the checkout for a small additional fee of £4 - with this, up to £5 per kilogram of your goods are covered.

How Much Does Freight Insurance Cost?

The cost of insurance depends on whether or not you choose our upgraded option. All bookings are covered by our standard insurance, which currently offers £1.30 per kilogram of items.

Our upgraded insurance option offers £5 per kilogram of items you send that are either misplaced or damaged. Upgrading your insurance depends on the items you are shipping. For example, if your pallet contains very lightweight goods of a small value, you may be easily satisfied with our standard insurance coverage.

While if your pallets hold heavier and more valuable items, then you are more likely to want to upgrade your insurance. You can do this at the checkout by selecting 'upgraded insurance' as an add-on before entering your collection and delivery details.

Do All Deliveries Need To Be Insured?

As an industry pioneer, the safety and security of your palletised goods are crucial to us. We offer our standard insurance with all orders unless you request the upgraded insurance option at the checkout.

There may be other couriers that do not offer basic insurance for all pallet deliveries, but we consider this crucial, particularly as it offers added peace of mind should the worst happen.

As mentioned above, sometimes things can happen that are simply out of our control. For this reason, we like to offer all customers the chance to claim back for any damage or misplacement of their goods while in our trusted hands.

How Does Pallet Insurance Work?

Pallet insurance works in different ways with different couriers but is more or less the same thing.

At PalletOnline, we calculate insurance using the total weight of your consignment. For example, standard insurance offers £1.30 per kilogram - if your pallet was 75 kilograms, this would see a return of £97.50 through making an insurance claim.

Insurance is determined by weight rather than value. You may send a pallet of items worth £250, but if they only weigh 100 kilograms, you would not get the full value of your goods back in insurance.

For standard insurance, this amount will be £1.30 multiplied by the total weight, i.e. £1.30 x 100 kilograms which total £130. This works the same way with upgraded insurance, only you would receive a larger sum.

Making A Claim - What Do I Need To Provide?

If you need to make a claim, we can only offer our sincerest apologies and assure you that we will work tirelessly to ensure your claim is processed as quickly as possible.

For us to process your insurance claim, we ask that you provide us with the following:

• An invoice showing the cost when originally purchased or produced (proof of cost price)
• An invoice showing the cost of the items when sold (proof of purchase price)
• The total weight of the damaged items (proof of weight)
• Images of the damaged items (photographic evidence)
• Details of mitigation, salvage or repair
• Any extra details, i.e. do you believe that the driver was aware of the damaged items? Did you sign a clean and successful delivery? Please provide as much detail as you can - the more information you give, the better.

Will I Receive A Refund for Damaged Items?

PalletOnline has one of the lowest damage rates in the industry. Pallets are very rarely damaged when shipped through our delivery network, but should the worst happen, we will work closely with you to ensure your claim is processed successfully.

We do not offer refunds for damaged items. You can request to process a claim for damaged items using our Live Chat service or by speaking with us directly.

A refund will only be issued for service failures (where we have failed to provide the service you have paid for) and for order cancellations. Please note that a small order cancellation fee applies to all bookings cancellations. 

For more insurance information, please visit our Help Centre. Alternatively, you can call and speak with us directly for any queries regarding our standard and upgraded insurance options.