General Insurance Questions

What does the insurance policy cover?

Physical loss of or damage to your goods whilst they are in transit. A full copy of the Policy Wording is available for you to read on this website.

What are the main exclusions in the policy?

Your own wilful misconduct.
Ordinary leakage, loss in weight and/or volume and/or ordinary wear and tear.
Insufficiency or unsuitability of packing and/or stowage.
Breakage, scratching, denting, chipping, staining and tearing to the subject matter insured where items have been packed by you, unless the loss and/or damage has been caused by fire or by the vessel or conveyance being stranded, ground, sunk, burnt, involved in a collision or has overturned.
Depreciation.
Inherent vice.
Delay.
War.
Strikes.
Terrorism, unless the goods are in the normal course of transit at the time of the loss.

How do I make a claim?

Please follow the Claims Procedure.

What if loss or damage of my goods is reported to me by Personalshipper.com ?

If Personalshipper.com contact you to advise that your goods have been lost or damaged, you may still submit a claim by following the Claims Procedure.

What can I do if I am not satisfied with the way my claim had been handled?

If you are not satisfied with the way your claim has been handled you can make a complaint. There is a specific Insurance complaints procedure available.

Can any type of goods be insured?

No, certain categories of goods cannot be insured and you will be advised of this when you are obtaining your quotation.

Can I cancel the insurance policy?

Yes, in some circumstances you will be permitted to cancel your policy. Please see our Cancellation Procedure. The Cancellation Procedure is also shown in the Policy Document.

When does my insurance policy cover commence and terminate?

The policy cover commences as soon as the goods leave the sender or supplier’s premises, and ceases when you accept delivery or when you collect the goods from the carrier’s local depot.

Are my goods covered by the policy if the carrier cannot deliver them to me and returns them to the local depot or an alternative location?

Yes, the policy will continue to provide cover for physical loss of or damage to the goods provided you collect them within 30 days of the date the carrier initially attempted delivery.

What happens if I do not accept the insurance quotation offered by Personalshipper.com?

You will have to bear the cost of any loss or damage to your goods which occurs during transit yourself. You may be able make a claim against Personalshipper.com, but any claim will be limited in accordance with Personalshipper.com’s Terms and Conditions which limit their liability (see BIFA 2005 conditions). Liability is based on the weight of the goods and may be as little as £1.40 per kilo.

Is there any Excess?

There is no Excess in respect of most types of cargo. The only Excess applies to claims in respect of Motor Vehicles and is an amount of £250.

How long does an Insurance Claim take to process?

Insurers will always try to deal with your claim promptly and fairly, but this will depend on the Claims Procedure being followed and upon you supplying all the information and documentation required to support your claim. In some cases claims require further investigation and may take longer to handle.

The policy says that my goods have to be suitably packed for transit. What does this mean?

The insurance cover provided by your policy will only be valid if the packing of your goods is suitable to withstand the normal rigours of transit. You can refer to our Packing Tips for further advice.