The journey of a package doesn’t end when it leaves the sender’s hands—it continues until it safely reaches its destination. Yet, the reality of shipping is that unexpected mishaps can occur: packages may be misplaced, damaged, or even stolen in transit.
For businesses, this can mean financial loss and reputational damage. For personal shippers, it can mean the heartbreak of losing something valuable. And for e-commerce merchants, it can mean dissatisfied customers and lost sales.
This is where shipping insurance can be a game-changer, offering peace of mind and security as it provides compensation for any misplacement, theft, or harm to goods in transit. The premium is calculated as a percentage of the declared value of the shipment, and the courier service provider is responsible for compensating the business for any such incidents. Shipping insurance provides various advantages for shippers.
How does DHL Express’ shipping insurance work?
DHL Express' shipment insurance is an optional, chargeable service that is available for all customers. It covers the full invoice value of your shipment in the unfortunate and rare event that a mishap might occur to your shipment while it is in our care.
We want to help you curb the ambiguity of international shipping. With our insurance coverage, you can have peace of mind knowing that your shipment will be fully covered until it reaches its intended recipient.
One way to insure your shipment is to opt for it in the ‘Protect Your Shipment’ box via MyD+ and indicate the value to be covered. The value covered should be the same as the value of the shipment, which should be reflected on your invoice as well.
What is standard liability?
If you do not purchase shipping insurance, we offer standard liability, covering a percentage of your shipment in the event of direct loss or damage from the point we receive the shipment up to the point of delivery – at no additional cost.
Extended liability for documents
At DHL Express, we take great care of all shipments, whether you opt for a one-off single shipment or our document courier service. Despite your efforts to avoid common mistakes in shipping documents, accidents or unexpected events can still occur. Hence, at a flat rate of S$8 for extended liability, you can insure your documents and ship them with certainty. If you’re opting for extended liability, no declared or insured value is necessary, ensuring enhanced protection for all documents, always.
| Shipment Insurance | Standard Liability | Extended Liability |
|---|---|---|
Pricing | All shipments are covered and the insurance value is based on the shipment's value. The cost of the insurance for import is either a flat rate of S$18 or 1% of the insured value, whichever is higher. For export, the cost insurance is either a flat rate of S$18 or 3% of the insured value, whichever is higher. | Documents like passports, visa applications, and regulatory certificates are covered at a flat rate of S$8 per shipment. |
Compensation | Declared value of the damaged/loss shipment. | No deductible or excess payment. S$500 payout for extended liability in case of loss or damage. The transportation charges are not refunded. |
DHL Express strives to help you curb the ambiguity of international shipping. Thus, by understanding our insurance coverage, you can have peace of mind that your shipment will be fully covered until it reaches its intended recipient.
Benefits of purchasing shipment insurance for your goods
Ease of UseAvailable via Customer Service or ESS Tools (available for both outbound & import shipments) | Simple & hassle-free claims processProvides a safeguard for shippers through a simple claims process and fast insurance claim handling. |
Peace of mindIncorporating shipping insurance safeguards both your financial stability and reputation. | ConvenienceSame invoice for insurance and transport charges. Our insurance coverage applies to all destinations and claims are handled locally. |
What does the shipping insurance cover?
Shipping insurance can cover everything from e-commerce goods to high-value items to important documents like legal certificates and passports. Different carriers will offer various insurance models, but for DHL Express, we offer compensation in the event of:
- Â Shipping delays
- Lost or misplaced goods
- Theft of goods
- Damage to the goods in transit
Typically, the cost of the insurance is linked to the value of the goods.
What is not covered by DHL’s shipping insurance?
Our shipping insurance generally will not cover the following occurrences:
- Damage caused by the parcel or its contents, such as the contents leaking
- Loss in weight or volume, wear and tear of the shipment
- Loss, damage or expense caused by insufficient or unsuitable packing or preparation of the shipment
- Loss, damage or expense attributed to the wilful misconduct of the customer or its agents
What to consider when purchasing shipping insurance
If you’re considering purchasing shipment insurance from us, it’ll help to be mindful of the following factors:
1. Properly research and understand the policy’s terms and conditions
Shipping insurance policies vary among carriers, each with its own set of terms and conditions. You’ll want to know what products do not qualify for coverage. DHL Express provides policy coverage for shipments to various destinations overseas, including high-risk areas. However, it's important to note that coverage for certain items may not be available.Â
For clarity, you can always reach out to our Sales and Customer Service team to learn more about our shipping insurance policy.
2. Check the package requirements of your logistics partner
When shipping items, pay attention to the packaging requirements. DHL Express will not honour claims for products not properly packed due to insufficient or unsuitability of packaging. As such, ensure that you use the right packaging materials to protect your items during shipment.
3. Find out the process for filing insurance claims
At DHL Express, if you receive a damaged package, you should take pictures of the exterior and interior of the box and contact your local customer service to file an insurance claim. You should also provide original pictures of the shipment prior to sending it out. After investigating the damages, if your claim is successful, you will be reimbursed accordingly.Â
How to claim shipping insurance from DHL Express
In the case of a missing shipment, you can contact customer service and provide interior and exterior pictures of the shipment prior to sending it out. If the shipment is lost, a trace will be lodged to request photographic evidence at the last point of the sighting. You will receive updates on the investigation, and once the shipment is located, it will be delivered as normal. If not, your case will be directed to the claims department for processing.
Once a claim has been submitted, our customer service team will initiate an investigation by lodging a trace and contacting the relevant service points in our network for additional information, pictures, and details related to the case. You can expect an update on the findings in approximately three days.Â
If the claim is successful, you can request a claims template form, which must be filled out and returned to the customer service agent for processing. The case will then be transferred to the Claims Department, and you will be contacted for a final resolution before the case is closed.
With our comprehensive insurance coverage, you don’t need to worry about sending your shipments internationally. If something happens, rest assured that your shipment is insured.
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