Frequently Asked Questions
Your claim number will be referenced in the subject line of any correspondence you may have received from us with regard to the claim, and will read as a prefix followed by a sequence of numbers, for example, AMX12345
If you have not done so already, you will first need to reach out to your transport company directly. Once the transport company has completed all internal processes and investigations on their end, a claim will generate with us. Once a claim has been generated, you will receive a Letter of Acknowledgement from us along with a link to a claim form for completion.
Should you wish to cancel your claim, the email body of the Letter of Acknowledgement email contains two links, one for you to be able to cancel the claim and another for you to be able to submit the claim. The cancellation link will enable you to self-cancel your claim prior to or post claim submission. If you wish to discuss claim cancellation however, please give us a call on 1300 733 033.
You have 14 business days from the date the Letter of Acknowledgement email was sent to you to complete and submit your claim form. The claim form allows you to save details already entered and return to it if needed during this period. Once the 14 business days have passed, the claim form is unable to be submitted.
Not to worry, please give us a call on 1300 733 033 and our Team will get this fixed up for you.
The Limited Liability program is capped to a maximum reimbursement value which depends on your transport provider.
Please hold on to any damaged goods returned to you until instruction has been given during the claims process.
We have a claim form user guide available here, which may assist with completion of the claim form. Alternatively please give us a call on 1300 733 033 and our team will help you through the process.
Our claims are finalised in line with the relevant freight carrier’s terms and conditions. Reach out to our Team to find out more information regarding your specific claim. (Or terms and conditions are available in the portal for the relevant carrier).
Payment will be deposited within 2-5 business days after the Letter of Payment is sent. If you do not receive payment within this time frame, or suspect you have provided the incorrect bank details, please give us a call on 1300 733 033.
A cost invoice is documentary evidence to support the value of the Goods in which you paid and can be provided by either;
1. Receipt of purchase; or
2. Sufficient proof of actual manufacturing cost If sufficient proof of purchase or actual manufacturing cost cannot be provided, the associated sales invoice is taken, the value of which a maximum of 35% will be paid to the Customer
Please find your relevant carrier’s packaging guidelines here