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ShippingHub Courier Partner's Insurance and Credit Policies: Last Update 22 April 2022



Our courier partner's insurance and credit policies

Shipping insurance can protect both you and your customers from unfortunate losses and disagreements. Therefore, it's important to know whats covered and what's not, and what are your options for additional cover.

We've put together a guide to each of our courier partners insurance policies so that you're aware of the recourse should any unfortunate situation my arise

Please note, that ShippingHub does not assume any liability or automatic election of insurance liability cover. ShippingHub is merely an platform that enables you to select a shipping service with our courier partners. In the event of a claim, ShippingHub will forward the claim to the relevant courier partner for resolution.

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1. Conditions

1.1 Insurance must be indicated on a per waybill basis

1.2 Parcels must be packaged to withstand the normal rigours of transportation. It is the responsibility of the merchant to ensure that parcels are packed according to the specifications of the Courier. If the Courier finds the parcel to be insufficiently packaged and conclude that damage was caused due to this reason, they have the right to deny the insurance claim

1.3 Clients must be able to prove, with reasonable satisfaction of the carrier, that the article has been lost or damaged and that such damage was caused by the carrier

1.4 Internet Express will not take any liability when shipping parcels that weigh more than 30kg, may that be volumetric weight or actual weight. Internet Express has the right to deny collecting a parcel if the weight is over and above 30kg

2. Cost of Insurance

2.1 If the insured value is R100.00 and below, then Internet Express will automatically assume liability at no extra cost. Thus, all parcels shipped with Internet Express via ShippingHub will automatically be insured up to the value of R100.00

2.2 If the value insured is above R100.01 and less than R2,500.00, then a fixed R11.50 per waybill will be charged

2.3 If the value insured is above R2,500.01 and less than R5,000.00, then a fixed R23.00 per waybill will be charged

2.4 The value insured is limited to a maximum of R5,000.00. This means that if the value insured is more than R5,000.00, insurance on that item will not be allowed via Internet Express

2.5 The value insured is only for the direct cost of the replacement of the goods and does not include any indirect or consequential damages

3. Types of products for which Internet Express will not accept any liability:

- Currency

- Jewellery

- Gemstones

- Wrought or unwrought metals

- Antiques

- Works of art

- Securities

- Drugs

- Weapons

- Living animals or plants

- Refrigerated/perishable goods

- Household and personal effects

- Second hand goods

- Cigarettes, tobacco and tobacco products

- Any valuable documents

- Glass or glass product

Click here to access Internet Express Terms and Conditions

4. How to Claim

4.1 Any claim for loss or damage to a parcel shipped with Internet Express must be lodged within 24-48 hours with ShippingHub via [email protected]. In order for the claim to be valid, it is also required that the packaging of the damaged parcel be retained

4.2 All required documentation from the Courier must be completed as per their terms and conditions. This will be conveyed to merchants as soon as a claim is lodged

4.3 Any supporting documentation that the merchant can give is helpful, including photos (if possible), as well as an invoice of the cost value of the goods (not to be made out to Internet Express, but simply to show the replacement cost)

4.4 The merchant is required to submit all documentation within 5 business days from receiving the documentation. If documents are not received within this period, the claim(s) will be forfeited

4.5 The Courier will then submit the claim to their relevant insurer and provide the merchant with feedback

Note: the turnaround time for credit from the Courier is around 12-18 weeks, if approved.

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1. Conditions

1.1 Insurance must be indicated on a per waybill basis

1.2 Parcels must be packaged to withstand the normal rigours of transportation. It is the responsibility of the merchant to ensure that parcels are packed according to the specifications of the Courier. If the Courier finds the parcel to have been insufficiently packaged, and conclude that damage was caused due to this reason, they have the right to deny the insurance claim

1.3 Electronics goods must be in original packaging, sealed and brand new

1.4 Client must be able to prove, with reasonable satisfaction of the carrier, that article has been lost or damaged and that such damaged was caused by the Courier

1.5 The maximum liability of the Courier to the Client shall, to the maximum extent permitted by law, be the lesser of the insured value (as provided by the Client on the waybill), and R50,000

2. Products Insurance Exclusion

- Alcohol

- Bottle Wine

- Liquor

- Antiques

- Ammunition

- Arms

- Explosives

- Artwork

- Paintings

- Frames

- Framed commodities

- Bank and/or treasury notes

- Bonds

- Bullion

- Cash

- Travellers cheques

- Vouchers of any description

- Money

- Phone Cards

- Prepaid cards

- Securities

- Stamps

- Tickets

- Bulk Cargo

- Cellular phones and accessories

- iPads

- iBooks

- Tables

- Mobile multimedia electronic devices

- Cigarettes

- Tobacco products

- Cobalt

- Copper

- Dangerous/hazardous goods

- Manuscripts

- Deeds

- Flowers

- Fresh Produce

- Frozen/Chilled foods

- Fruit

- Precious Metals

3. How to Claim

3.1 DPD Laser and ShippingHub must be informed of a claim within 48 hours of the delivery with an image of the item and an ‘incident report’ (explaining what happened), accompanied by a copy of the original invoice stating the cost value of the goods

3.2 The merchant is required to submit the original invoice stating the cost value of the goods within 5 business days from receiving the documentation. If documents are not received within this period, the claim(s) will be forfeited

3.3 The need for assessment will depend on the nature of the claim

Note: the turnaround time for credit from the Courier is around 12-18 weeks, if approved.

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It is important to note that CourierIT does not assume automatic liability and that insurance needs to be specified per waybill in order to claim for the value of the goods

1. Conditions

1.1 Insurance must be indicated on a per waybill basis

1.2 Parcels must be packaged to withstand the normal rigours of transportation. It is the responsibility of the merchant to ensure that parcels are packed according to the specifications of the Courier. If the Courier finds the parcel to have been insufficiently packaged, and conclude that damage was caused due to this reason, they have the right to deny the insurance claim

1.3 Electronics/gadgets must be in original packaging, sealed and brand new

1.4 Client must be able to prove, with reasonable satisfaction of the Courier, that the article has been lost or damaged and that such damage was caused by the Courier

1.5 The maximum liability of the Courier to the Client shall, to the maximum extent permitted by law, be the lesser of the insured value (as provided by the Client on the waybill), and R20,000

1.6 CourierIT will arrange insurance on your behalf via their insurer. They will assist in completing documentation, submitting and settling any claims

2. Cost of Insurance

** Coming soon

3. CourierIT Product Liability and Insurance Exclusion

3.1 Second-hand / used goods

3.2 Goods not in original packaging

3.3 Glass

4. Special Arrangements

Special arrangements must be made for the following goods, which requires that the merchants informs the Courier and ShippingHub before shipping the parcels. CourierIT has the right to deny the request or ask a higher fee than specified above.

- Jewellery

- Precious stones or metals

- Fluid, paints, acids, chemicals, explosives or radioactive material

- Firearms

- Cosmetics

- Plant/animal/human tissue: requires special permits when transporting

- Liquor: depending on what it is and the alcohol content; it must be declared as dangerous goods and packaged correctly for the airlines

- Perishables

- Temperature-sensitive items

- Art

- Documents – stock, bonds, cashier cheques, money orders, travellers cheques

- Negotiable instruments

- Chemicals

- Once a claim is submitted, the right and title of those items goes to the underwriter who may sell the item in salvage value

5. How to Claim

CourierIT will take no liability for damaged, highjacked or lost parcels if not insured.

5.1 The Courier and ShippingHub must be informed of a claim within 48 hours after delivery has taken place. All claims can be mailed to [email protected]

5.2 The damaged goods must be returned to the Courier accompanied by the original invoice, reflecting the cost value of the goods. The claims are all sent to CourierIT, Cape Town Branch Insurance Division

5.3 All required documentation from the Courier must be completed as per their terms and conditions. This will be conveyed to merchants as soon as a claim is lodged

5.4 The merchant is required to submit all documentation within 5 business days from receiving the documentation. If documents are not received within this period, the claim(s) will be forfeited

5.5 The Courier will then submit the claim to their relevant insurer and provide the merchant with feedback

5.6 CourierIT will not accept photos as proof of damage

Note: the turnaround time for credit from the Courier is around 12-18 weeks, if approved.

Submit Claim

If the value of the goods is R1,000.00 and below, then MDS Collivery will automatically assume liability at no extra cost. However, insurance needs to be specified per waybill in order to claim for the value of the goods above R1,000.00.

1. Conditions

1.1 Insurance must be indicated on a per waybill basis

1.2 Parcels must be packaged to withstand the normal rigours of transportation. It is the responsibility of the merchant to ensure that parcels are packed according to the specifications of the Courier. If the Courier finds the parcel to be insufficiently packaged and conclude that damage was caused due to this reason, they have the right to deny the insurance claim

1.3 The system-generated waybill must be printed and fixed to the parcel

1.4 A signed proof of delivery is required

1.5 The physical delivery address is required; it will not suffice if the PO Box address was provided

1.6 Electronics/gadgets must be in original packaging, sealed and brand new

1.7 Client must be able to prove with reasonable satisfaction of the Courier that the article has been lost or damaged and that such damaged was caused by the Courier

1.8 Clients must keep the original packaging and be able to provide proof of the packaging used to protect the shipment

2. Cost of Insurance

2.1 If the insured value is R1,000.00 and below, then MDS Collivery will automatically assume liability at no extra cost. Thus, all parcels (subject to point C and D below) shipped with MDS Collivery via ShippingHub will automatically be insured up to the value of R1,000.00

2.2 If the value insured is above R1,000.01 and less than R10,000.00, then a fixed R100.00 per waybill will be charged

2.3 The value insured is limited to a maximum of R10,000.00. This means that if the value insured is more than R10,000.00, insurance on that item will not be allowed via MDS Collivery

2.4 The value insured is only for the direct cost of the replacement of the goods and does not include any indirect or consequential damages

3. MDS Collivery Product Liability and Insurance Exclusion

3.1 It is advised that you contact the Courier before you insure a parcel, in order to confirm that the type of product is insurable

3.2 MDS Collivery only offers insurance on certain types of products, provided that they meet all of the specified packaging requirements; others, due to their nature, cannot be insured and for which liability will not be accepted

3.3 The list specifying all of these are outlined in MDS Collivery's Terms and Conditions. To view these click here

4. How to Claim

4.1 ShippingHub must be informed of the claim at least three business days after delivery has taken place. Click here to inform ShippingHub

4.2 The damaged goods must be returned to the Courier, accompanied by the original invoice reflecting the cost value of the goods.

4.3 All required documentation from the Courier must be completed as per their terms and conditions. This will be conveyed to merchants as soon as a claim is lodged.

4.4 The merchant is required to submit all documentation within 5 business days from receiving the documentation. If documents are not received within this period, the claim(s) will be forfeited.

4.5 The Courier will then submit the claim to their relevant insurer and provide the merchant with feedback.

Note: the turnaround time for credit from the Courier is around 12-18 weeks, if approved.

Submit Claim

If the value of the goods is R1,000.00 and below, then The Courier Guy will automatically assume liability at no extra cost. However, insurance needs to be specified per waybill in order to claim for the value of the goods above R1,000.00.

1. Conditions

1.1 Insurance must be indicated on a per waybill basis.

1.2 Parcels must be packaged to withstand the normal rigours of transportation. It is the responsibility of the merchant to ensure that parcels are packed according to the specifications of the Courier. If the Courier finds the parcel to be insufficiently packaged and conclude that damage was caused due to this reason, they have the right to deny the insurance claim.

1.3 Electronics/gadgets must be in original packaging, sealed and brand new.

1.4 Client must be able to prove, with reasonable satisfaction of the carrier, that the article has been lost or damaged and that such damage was caused by the carrier.

1.5 The maximum liability of the Courier to the Client shall, to the maximum extent permitted by law, be the lesser of the insured value (as provided by the Client on the waybill), and R100,000.00.

2. Cost of Insurance

2.1 If the insured value is R1,000.00 and below, then The Courier Guy will automatically assume liability at no extra cost. Thus, all parcels shipped with The Courier Guy via ShippingHub will automatically be insured up to the value of R1,000.00.

2.2 If the value insured is above R1,000.00 but below R2,500.00, then a fixed fee of R 50.00 will be charged.

2.3 If the value insured is above R2,501.00, then 2% of the value insured will be charged.

2.4 ShippingHub charges 2% of the cost of the insurance as an administration fee.

2.5 The value insured is limited to a maximum of R100,000.00. This means that if the value insured is more than R100,000.00, insurance on that item will not be allowed. It will require the merchant to contact ShippingHub directly in order to assist the merchant in arranging for special insurance with the courier. The Courier has the right to deny the request or ask a higher fee than specified above.

2.6 If a parcel’s volume is bigger than 1m x 1m x 1m and/or it weighs more than 50kg, The Courier Guy will not accept any liability.

2.7 Excess charged, for which the merchant is liable, when processing a claim:

     - Hijack: minimum of at least 15% of declared value.

     - Non-hijacking or no theft a minimum of 10% of the declared value.

     - The excess amounts above will automatically be deducted prior to settlement.

3. The Courier Guy Product Liability and Insurance Exclusion

3.1 It is advised that you contact the Courier before you insure a parcel, in order to confirm that the type of product is insurable.

3.2 The Courier Guy only offers insurance on certain types of products, provided that they meet all of the specified packaging requirements; others, due to their nature, cannot be insured and for which liability will not be accepted. The Courier Guy will not take liability for high value goods, especially cellphones and laptops. We urge customers not to ship these types of parcels with The Courier Guy.

3.3 The list specifying all of these are outlined in The Courier Guy Terms and Conditions. To view these click here

4. How to Claim

4.1 ShippingHub must be informed of the claim at least three business days after delivery has taken place. Click here to inform ShippingHub

4.2 The damaged goods must be returned to the Courier, accompanied by the original invoice reflecting the cost value of the goods.

4.3 All required documentation from the Courier must be completed as per their terms and conditions. This will be conveyed to merchants as soon as a claim is lodged.

4.4 The merchant is required to submit all documentation within 5 business days from receiving the documentation. If documents are not received within this period, the claim(s) will be forfeited.

4.5 The Courier will then submit the claim to their relevant insurer and provide the merchant with feedback.

Note: the turnaround time for credit from the Courier is around 12-18 weeks, if approved.

Submit Claim