The steps that protect a claim, the evidence that decides it, and the mistakes that make a valid claim fail.
Most failed claims do not fail because the carrier was unreasonable. They fail because of something the sender did — or did not do — before and at the moment of handover. Under-declaring the value, packing inadequately, discarding the proof of handover, or signing for a visibly damaged parcel without noting the damage all undermine a claim that would otherwise have succeeded.
It is also worth understanding who is liable for what. Physical liability for loss or damage in transit rests with the carrier and is governed by transport law — the CMR Convention for road carriage and the Montreal Convention for air. Those frameworks set liability limits that are often well below the value of the goods people send, which is exactly why declared value and additional cover matter.
Cargosender facilitates the claims process by taking it up with the carrier on your behalf and relaying communications accurately. The full procedure, including time limits, is set out in the claims policy.
Where the service allows it, look at the parcel before accepting. Visible damage that goes unrecorded at this moment is the hardest thing to recover from later.
Write it on the receipt before signing. Failure to note damage on the delivery receipt significantly weakens any claim — this is the single most important step.
The outer packaging from several angles, the label, the internal cushioning and the damaged goods themselves. Photograph before unpacking further where possible.
Do not discard the box or the void fill. Carriers frequently need to inspect the packaging to assess whether the goods were adequately protected.
Damage that was not visible at delivery must be reported in writing to support@cargosender.com. Late notification may result in the claim being declined.
Proof of value such as an invoice or receipt, the tracking number, your proof of handover, and the photographs.
Most parcels believed lost are visible in tracking and simply stalled at an identifiable point — a customs hold, a failed delivery attempt or a network disruption.
A safe place, a neighbour, a nearby pickup point or a delivery to a building reception account for a large share of parcels that appear to be missing.
On non-EU routes, a parcel awaiting documentation or duty payment can sit for a long time without appearing lost. These need an action, not patience.
If the parcel has not arrived within a reasonable period beyond the estimated delivery date, report it so the investigation can begin.
The drop-off receipt or the driver's collection scan. Without evidence that the parcel entered the network, an investigation has nowhere to start.
Carriers run a formal trace before declaring a parcel lost. A claim usually follows the outcome of that process rather than replacing it.
Two things cap your recovery. The first is the declared value you entered at booking: compensation cannot exceed it, which is why understating value to save on cover is a false economy that converts an insurable loss into a self-funded one. The second is the liability framework governing the carriage — CMR for road and the Montreal Convention for air — which sets statutory limits that frequently sit below the commercial value of goods.
Additional cover exists precisely to bridge that gap, and it must be arranged at the booking stage. It cannot be added after a parcel has been dispatched, and it certainly cannot be added after something has gone wrong.
There is also a category of loss that is not recoverable at all: items that were never eligible to be shipped. Prohibited goods, and restricted goods sent without the required declaration, fall outside cover entirely. Checking contents before booking is as much a part of protecting your shipment as insuring it.
Signing for a visibly damaged parcel without noting the damage on the delivery receipt.
Discarding the packaging before the carrier has had the chance to inspect it.
Reporting damage late, when it was not visible at delivery — time limits apply and late notification may lead to a decline.
Under-declaring the value at booking, which caps compensation at the figure you stated.
Inadequate packing — carriers require goods to be packed to withstand normal handling, and claims fail where they were not.
Losing the drop-off receipt or having no record of the collection scan.
Claiming for prohibited or undeclared restricted items, which fall outside cover entirely.
Having no proof of value — an invoice or receipt is what establishes what was actually lost.
Note the damage on the delivery receipt before signing, then photograph the packaging, the label and the goods, and keep all the packaging. Failing to record damage on the receipt at the point of delivery is the single thing most likely to weaken a claim later.
Report as promptly as you can. Damage that was not visible at delivery must be reported in writing to support@cargosender.com, and late notification may result in a claim being declined. The claims policy sets out the full procedure and the applicable time limits.
Recovery is capped by two things: the value you declared at booking, and the statutory liability limits under the applicable transport convention — CMR for road carriage and the Montreal Convention for air. Those limits are often below the commercial value of goods, which is what additional cover is for.
Because carriers frequently inspect it to assess whether the goods were packed adequately for normal handling. Claims can fail on packing grounds, and the packaging is the evidence either way. Discarding it removes your ability to demonstrate that you packed properly.
No. Prohibited items, and restricted items sent without the required declaration, fall outside cover entirely — the loss is not recoverable regardless of what happened. Checking your contents against carrier and destination rules before booking is part of protecting the shipment.
Physical liability for loss or damage in transit rests with the carrier and is governed by the applicable transport law and the carrier's terms. Cargosender facilitates the claims process by raising it with the carrier on your behalf and relaying communications to you accurately.
Declare the real value and add cover at booking — it cannot be added once a parcel is on its way.
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