Claims

Every service shows the compensation we understand it includes when you compare prices. That cover comes from the courier’s own conditions of carriage and their terms decide what’s payable, so treat the figure on the quote as a guide — and check the courier’s cover directly before sending anything valuable. We don’t currently sell additional cover on top.

Compensation generally covers the item’s value up to the level that applies, plus your postage cost if the parcel is lost.

Two things void cover: prohibited or restricted items sent outside their conditions, and inadequate packaging — see the packaging guide.

• Damage — report within 7 days of delivery. Keep the item and all packaging until the claim closes.
• Loss— a parcel isn’t “lost” until the courier confirms it, usually 7–10 working days without a tracking scan. We flag stalled parcels proactively, so you’ll often hear from us first.

• Proof of value — a receipt, invoice, or marketplace sale listing.
• For damage: photos of the item, the packaging, and the label.
• Your ParcelBuzz reference (starts PB…).

That’s it. We don’t ask for forms in triplicate — clear photos and proof of value settle most claims.

1. Start from the tracking page (“Report a problem”) or contact support.
2. Send your evidence — we submit and chase the courier claim for you.
3. We update you at every stage; most claims resolve within 14 days.
4. Approved claims are refunded to your original payment method.

The claims portal is being built into your account. Until then, our support team handles every claim personally — get in touch.