Introduction: Understanding the Process Behind the Scenes
Losing a parcel, or receiving one damaged, doesn’t happen often — but when it does, not knowing what happens after you submit a claim can make an already frustrating situation feel worse. This guide walks through exactly how a claim moves through our system, from the moment it’s submitted to the moment it’s resolved, so the process feels less like a black box.
Step 1: The Claim Is Logged and Referenced
Once you email our claims team with your consignment number and a description of the issue, the claim is logged into our system and assigned a reference number. This reference becomes the anchor point for the entire investigation, and should be included in any follow-up correspondence to keep everything connected to the same case.
Step 2: Evidence Is Reviewed
For damage claims, we ask for clear photographs of both the damaged item and its packaging — the packaging itself often provides useful information about where and how damage may have occurred during transit. For missing parcel claims, our team cross-references the full tracking history, identifying the last confirmed scan point and reviewing driver and hub records associated with that specific route and time window.
Step 3: The Shipment’s Full Journey Is Investigated
Our team traces the shipment’s complete journey — every handling point, hub transfer, and scan — to identify precisely where things may have gone wrong. For missing parcels specifically, this often centres on identifying the last physical location the item was confirmed at, and investigating what happened between that point and the expected next handling stage.
Step 4: An Outcome Is Determined
Based on the evidence gathered, a claim reaches one of three outcomes: Approved — the claim is upheld based on the evidence, and compensation is calculated according to our liability terms. Partially approved — where only part of the claimed loss or damage can be verified, or where liability limits apply to part of the claimed value. Declined — where the shipment falls outside coverage terms, such as containing an item outside our acceptable shipping categories, or where the claim was submitted after the 30-day window outlined in our Terms & Conditions.
Step 5: Resolution and Settlement
Approved claims are settled based on the shipment’s proven value, up to the applicable liability limit calculated per kilogram in line with our Terms & Conditions. This settlement is considered full and final for that specific shipment, and only one claim can be submitted per shipment.
What Actually Speeds Up a Claim
Across the claims we handle, the single biggest factor affecting resolution speed isn’t the complexity of the investigation itself — it’s how much information is provided upfront. Claims submitted with a clear consignment number, an accurate description of the issue, supporting photographs, and proof of value from the very first message consistently move faster than claims requiring multiple rounds of follow-up requests for missing information.
What to Include When You File a Claim
Your consignment or tracking number, a clear, specific description of the issue (missing, damaged, delayed), photographs of the item and packaging for damage claims, proof of value such as an invoice or receipt, and any relevant context, such as expected delivery date or last known tracking status.
Frequently Asked Questions
How long does a typical claim take to resolve? Timelines vary depending on the complexity of the investigation, but claims submitted with complete information from the outset are generally resolved significantly faster than those requiring back-and-forth for missing details.
Is there a time limit for filing a claim? Yes — all claims must be submitted in writing within 30 days of the date DDP Express accepted the shipment, in line with our Terms & Conditions and Refund & Claims Policy.
What if my item was worth more than the liability limit? Our liability is calculated per kilogram in line with our Terms & Conditions. If you’re shipping a high-value item, it’s worth discussing coverage options with our team ahead of shipping.
Can I submit more than one claim for the same shipment? No — claims are limited to one per shipment, and settlement of an approved claim is considered full and final for all loss or damage connected to that shipment.
Final Thoughts
While a missing or damaged parcel is never a good experience, understanding what happens behind the scenes can make the process feel far more manageable. The fastest path through any claim is complete information from the start — a clear consignment number, a specific description, photographic evidence, and proof of value, all included in your first message to our claims team.