International Insurance & Claims

All pallet deliveries are insured under the RHA Conditions of Carriage. The level of cover depends on where your delivery is going and which route it takes. Once your booking is confirmed, we will check your delivery route and confirm the correct insurance level before your goods leave us.

Most deliveries through the Palletline network are covered at £5 per kilo. For deliveries going outside the network - for example, direct routes to Germany, Italy and Switzerland - cover is limited to £1.30 per kilo.

If your goods are worth more than this, arrange extra insurance before booking. We do not offer top-up cover ourselves.

Damage is rare, but if it happens, we follow the RHA Conditions of Carriage and the network rules to make sure your claim is handled fairly.

How do I raise a claim?

Tell us as soon as you spot a problem. Once we know, we will send you a claim form. Fill this in fully and send it back quickly, with clear photos and any other evidence - for example, delivery notes or CCTV footage.

What happens if my goods are damaged in transit?

If damage is found during transit, we will let you know. You can then decide whether the pallet should continue to its destination or be returned.

If the damage is only found at delivery, the receiver can either accept the goods and mark them as damaged or refuse the delivery. Refused deliveries will be returned to the sender.