Parcel Protect’s claims consultants, part of NTI’s specialist insurance team, handle each case from start to finish.
1. Review and Verification
Every case is checked for:
- Order information
- Delivery details
- Required evidence (photos or police report number depending on issue type)
- Eligibility under the insurance policy
If more information is needed, the customer will be contacted directly by the claims consultant.
2. Resolution Outcomes
Once a claim is approved, it can be resolved in a few ways depending on product availability and the policy.
Resupply
If the same item is available for immediate dispatch, we create a replacement order directly through your store. The customer receives what they originally ordered and you receive a new sale.
Store Credit
If resupply isn’t possible, we issue store credit for the value of the customer’s original purchase. This allows them to repurchase later or choose an alternative product.
Full Refund
If neither resupply nor store credit is suitable, we arrange a full refund of the original purchase amount on your behalf.
Partial Refund
For minor or cosmetic damage, a partial refund may be offered. If not accepted, the claim reverts to resupply, store credit, or a full refund.
All outcomes are handled by our claims team and recorded in your Merchant Portal.
3. Communication
Throughout the process:
- Customers receive updates
- You receive real-time visibility via the case timeline
- Every step is recorded in the portal
The claims team aims to handle each case professionally and keep customers informed and satisfied.