What is standard insurance?

Securing your goods properly before delivery will result in a safe journey through the network, with everything arriving intact. 

However, occasionally, some things are beyond our control.

For this reason, ALL bookings are under our standard insurance policy.

Our standard insurance policy covers up to £1.30 per kilogram of goods shipped.

How much does freight insurance cost?

Cost depends on which insurance you choose - standard or upgraded. 

All bookings are under our standard insurance coverage, which currently offers £1.30 per kilogram of goods. There is no additional charge for this. 

You can select upgraded insurance for just £4. 

With this, you will get £5 per kilogram of goods shipped.

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 upgraded insurance at the checkout.

While damage and loss are extremely unlikely, occasionally, things can happen that are beyond our control. 

For this reason, we offer all customers an affordable way to claim back for damage or misplacement while in our capable hands. 

How does insurance work?

At PalletOnline, we calculate insurance using the total weight of your consignment rather than the full value of goods.

For example, standard insurance offers £1.30 per kilogram. 

If your shipment weighs 75 kilograms, this would see a return of £97.50 after making a claim. 

Essentially, you may send a pallet of goods worth £250, but if they only weigh 100 kilograms, you would get £130 through claims - make sense? 

What do I need to provide to make a claim? 

Firstly, we would like to sincerely apologise if your goods have arrived damaged, or if goods are missing from your shipment.

Before making us aware of your intent to claim, we kindly ask that you gather the following: 

• - An invoice showing the original purchase or production cost
• - An invoice showing the cost of the items when sold 
• - The total weight of the damaged items
• - Photos of the damaged items 
• - 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 network. 

Should the worst happen, we will work with you to ensure your claim is processed successfully. 

Please note that we DO NOT offer refunds for damaged items.

Refunds will be issued for service failures (where we have failed to provide the service you have paid for) and for order cancellations. 

Please be advised that there is a small order cancellation fee.

For more insurance information, please visit our Help Centre.