How to File a Cargo Claim for Protected Shipments

Overview 

If your protected shipment was lost or damaged, you can file a cargo claim through the claims portal. You’ll enter your shipment details, upload supporting documents and submit your claim for review.

File your claim as soon as possible. In most cases, you have up to 9 months to start a claim. For concealed damage claims, you may have up to 90 days.

Before You Start

Have these details ready before you begin:

• Your Bill of Lading (BOL) number
• The email address tied to your claim
• Documents that support your claim, such as invoices, receipts or bills of sale
• Photos or videos of the damage and packaging, if applicable

You can’t save your progress and come back later. It’s best to start when you’re ready to complete the claim.

Steps to Submit a Claim

Step 1: Start in the Claims Portal

1. Go to the claims portal.

2. Enter your Bill of Lading number and email address.

3. Complete the reCAPTCHA and accept the terms.

4. Click Get Started.

5. Check your email for a verification code.

6. Enter the code in the portal.

Step 2: Confirm Shipment Details

1. Select the issue type, such as:

• Lost package
• Damaged contents
• Missing contents

2. Describe the merchandise and package contents.

3. Enter the value of the goods and shipping charges.

Step 3: Describe What Happened

1. Add details about the loss or damage.

2. Upload supporting documents, such as:

• Invoices
• Receipts
• Bills of sale

3. If the shipment was damaged, upload photos or videos of:

• The damaged items
• The packaging
• The packing materials, when available

Step 4: Add Payment Recipient Information

1. Choose how you want to receive payment.

2. Add or confirm the payment recipient details.

3. Confirm or update the contact information for the person the claims adjuster should contact with questions.

Note: Changing the contact information does not change the payment recipient.

Step 5: Review and Submit

1. Review the claim summary.

2. Confirm the shipping details, issue description, payment recipient and contact information.

3. Click Submit.

4. Save your claim number for your records.

Expected Result

After you submit your claim, you should receive a claim number and a claim detail link by email. An adjuster will begin reviewing your claim.

Important Notes

• File your claim as soon as possible.
• You may have up to 9 months to start a claim.
• For concealed damage claims, you may have up to 90 days.
• You can’t save a claim and finish it later.
• Claims are often processed faster when you include complete documentation up front.

Check Claim Status

You can check your claim status in either of these ways:

• Use the claim detail link sent to you by email after submission
• Return to the claims portal and check your claim status there

FAQ

Q: What documents do I need to file a claim?
A: Most claims need proof of value and proof of loss. This may include an invoice, receipt, bill of sale or other supporting documents. Damage claims should also include photos of the item and packaging.

Q: Can I save my claim and finish it later?
A: No. You should start your claim only when you’re ready to complete and submit it.

Q: When should I report a claim?
A: Report it as soon as possible. In many cases, you have up to 9 months to start a claim, or 90 days for concealed damage.

Q: How do I check the status of my claim?
A: Use the claim detail link sent by email after you submit your claim, or check through the claims portal.

Q: Who can use this process?
A: This process applies to protected shipments booked in the UPS Forwarding Hub.