INSURANCE AND CLAIMS

Got a question about DHL parcel insurance? Here are our FAQs to help you find the answer to your question. If you can’t find the answer you’re looking for, get in touch with our team for further assistance.

How do I insure my document or parcel?

You can arrange shipment protection on bookings made online with DHLitNow and DHL by phone by getting in touch with our customer service team. Some restrictions and limitations may apply, depending on the destination and contents of the parcel or document.

Shipment protection is also available from the DHL Service Points located at DHL Express service centres and Ryman stores. Look out for the DHL Express and Ryman logos when searching for your nearest DHL Service Point or view the DHL Express Service Centre list.

Do I need to insure my DHL parcel?

DHL Shipment Insurance is an optional service that provides you with protection against the risk of physical loss or damage to your parcels from external causes during transportation by DHL.

We handle all parcels with great care throughout the delivery process. Although it is rare, unfortunately, accidents can sometimes happen and insurance will provide you with additional peace of mind and financial protection (limited to your actual financial loss).

DHL’s liability for direct loss or damage is provided as standard. This is limited to the lesser of either:

The current market or declared value of the goods, or
22 Special Drawing Rights (approximately US$ 30.00) per kilogram for shipments transported by air or 8.33 Special Drawing Rights (approximately US$ 11.00) per kilogram for shipments transported by road.

Please see our Terms and Conditions of Carriage for full details.

If you would like extra cover for your document or parcel, find out more about our insurance options.

What is the charge for insurance?

Shipment Insurance for non-document shipments

The charge for Shipment Insurance is £12.00 for parcels valued up to £800. If the total value of the parcel is greater than £800, then the insurance for the item is 1.5% of the total item value. For example, if the value of your shipment is £2,000, the insurance charge will be £30.00.

Extended Liability for documents

For parcels containing documents only, we offer Extended Liability.

If you are sending valuable documents such as passports, visa applications or regulatory certificates you can extend DHL's standard liability with this service.

For a fixed charge of £4.50, Extended Liability provides a fixed compensation amount of £400 to cover the costs of recovery in the unlikely event of loss or damage.

If you’d like to find out more about DHL parcel and document insurance, get in touch with our team today.

How do I make a claim?

In the unlikely event that you need to make a claim for a lost or damaged parcel, please refer to our Claims Guide. This guide includes the time periods and methods in which claims must be submitted in order to be considered. You can also register a claim for loss or a claim for damage online.