DMM TOC > 600 Basic Standards for All Mailing Services|
609 Filing Indemnity Claims for Loss or Damage
A customer may file an indemnity claim for insured mail, collect on delivery (COD) items, Registered Mail with postal insurance, or Priority Mail Express. Inquiries on uninsured Registered Mail may be filed as detailed in 503.1.0. Customers can find additional information in Publication 122, Customer Guide to Filing Domestic Insurance Claims or Registered Mail Inquiries, available on www.usps.com and in Post Offices.
Mailers authorized to mail at bulk insured prices under 503.3.0 will receive instructions for filing claims from their postmaster or designee, including specific claim numbers to be used when filing claims. At some time in the future, electronic filing of indemnity claims will become mandatory. Prior to mandatory electronic claims filing, customers will be provided with the format instructions for the new electronic (soft copy) of Form 3877 and instructions for electronic filing of indemnity claims.
1.3 Who May File
a. Either the mailer or addressee, for damaged articles or articles with some or all of the contents missing.
b. Either the mailer or addressee who is in possession of the original retail mailing receipt, or in possession of the online label record or computer printout of the Web-based application as described in 3.1d., for lost articles.
c. Only the merchandise return permit holder, for merchandise return service (MRS) parcels that are registered or insured as indicated by the permit holder on the MRS label.
d. Only the mailer, when the mailer has added and paid for insurance on merchandise return service parcels.
1.4 When to File
[7-28-13] File claims as follows:
a. Damaged or Missing Contents: customers should file a claim immediately but must file no later than 60 days from the date of mailing.
b. Lost Articles: customers must file a claim within the time limits in the chart below.
1.5 Where to File
[7-28-13] [1-27-13] A domestic claim should be filed online at www.usps.com/domestic-claims for domestic insured mail, Priority Mail Express, COD and Registered Mail. Customers without internet access may file by mail (1.6.2) or at the post office (1.6.3).
1.6 How to File
1.6.1 Claims Filed Online
[7-28-13] Customers may file a claim online for insured mail, including Priority Mail with insurance coverage as provided in 503.3.2, Priority Mail Express, COD, and Registered Mail at www.usps.com/domestic-claims. Evidence of value is required and should be submitted as an uploaded file (.pdf or .jpeg), otherwise, the claim cannot be completed online. (see 1.6.3 to file by mail or 1.6.3 to file at the post office). Evidence of insurance must be retained by the customer until the claim is resolved. Upon written request by the USPS, the customer must submit proof of damage (see 2.0) for damaged items or missing contents, in person to a local Post Office for inspection, retention, and disposition in accordance with the claims decision.
1.6.2 Claims Filed by Mail
[7-28-13] Customers may file a claim by completing a PS Form 1000, Domestic or International Claim, and mailing it to Domestic Claims, Accounting Services (see 608.8.0). Customers may print PS Form 1000 from www.usps.com/insuranceclaims. Evidence of value is required and must accompany the PS Form 1000. Evidence of insurance must be retained by the customer until the claim is resolved. For Priority Mail Express COD and Registered Mail COD claims, the customer must provide both the original COD receipt and the Priority Mail Express receipt or the Registered Mail receipt. Upon written request by the USPS, the customer must submit proof of damage (see 2.0) for damaged items or missing contents, in person to a local Post Office for inspection, retention, and disposition in accordance with the claims decision.
A customer may file PS Form 1000 at a local Post Office, which will then forward the form to Accounting Services in St. Louis. Customers may print PS Form 1000 from www.usps.com/insuranceclaims. Evidence of value is required and must accompany the PS Form 1000. Evidence of insurance must be retained by the customer until the claim is resolved. For Priority Mail Express COD and Registered Mail COD claims, the customer must provide both the original COD receipt and the Priority Mail Express receipt or the Registered Mail receipt. Upon written request by the USPS, the customer must submit proof of damage (see 2.0) for damaged items or missing contents, in person to a local Post Office for inspection, retention, and disposition in accordance with the claims decision.
A customer must file any duplicate claim no sooner than 30 days and no later than 60 days from the date the original claim was filed.
2.1 Missing Contents
If a claim is filed because some or all of the contents are missing, the addressee must retain the mailing container, including wrapping, packaging, and any contents that were received, and must, upon written request by the USPS, make them available to the local Post Office for inspection, retention, and disposition in accordance with the claims decision. Failure to do so will result in denial of the claim.
2.2 Proof of Damage
If the addressee files the claim, the addressee must retain the damaged article and mailing container, including wrapping, packaging, and contents, and must, upon written request by the USPS, make them available for inspection. If the mailer files the claim, Accounting Services in St. Louis may notify the addressee by letter to present the damaged article and mailing container, including any wrapping, packaging, and any other contents received, to a local Post Office for inspection, retention, and disposition in accordance with the claims decision. Failure to do so will result in denial of the claim.
3.0 Providing Evidence of Insurance and Value
[7-28-13] For a claim involving insured mail, Registered Mail, COD, or Priority Mail Express, the customer must retain evidence showing that the particular service was purchased until the claim is resolved. Examples of acceptable evidence of insurance are:
a. The original mailing receipt issued at the time of mailing (retail insured mail, Registered Mail, and COD receipts must contain a USPS postmark). Except for Registered Mail and COD claims, a photocopy of the original mailing receipt is acceptable. If the original mailing receipt, or a photocopy of such receipt, is not available, the original USPS sales receipt listing the mailing receipt number and insurance amount is acceptable. Customers filing online claims may scan the receipt and submit as an uploaded file; otherwise, the claim cannot be completed online. (see 1.6.3 to file by mail or 1.6.3 to file at the post office).
b. The wrapper showing the names and addresses of the sender and the addressee and the proper mail endorsement, tag, or label showing that the article was sent insured, COD, registered with postal insurance, or Priority Mail Express. If only the wrapper is submitted, indemnity can be limited to $100 for insured, $50 for COD, $100 for Registered Mail, and $100 for Priority Mail Express.
c. For Priority Mail Express items accepted for mailing under a Priority Mail Express Manifesting agreement in 705.2.0, a copy of the manifest page showing the Priority Mail Express label number for the item in question; the manifest summary page for the date the piece was mailed; a copy of Form 3152-E, Priority Mail Express Manifesting Certification, round-dated by the accepting Post Office; and a copy of the USPSCA monthly statement that lists the label number and postage for the mailpiece. If the customer purchased additional insurance, a copy of the round-stamped Form 3877, Firm Mailing Book for Accountable Mail, must also be submitted.
d. For insurance purchased online, the mailer may access and print an electronic record as follows:
1. A computer printout from the Web-based application used to print the label and purchase the insurance. The printout must clearly identify the following information: the USPS Tracking or Signature Confirmation number of the insured parcel, total postage paid, insurance fee paid, declared value, declared mailing or shipping date, origin ZIP Code, and delivery ZIP Code.
e. For insured mail or COD mail paid using eVS under 705.2.9, the mailer must include either a Detail Record in their Shipping Services files, version 1.6 or higher, which contains recipient name and address information for the accountable Extra Services pieces in the mailing as provided in Publication 205, eVS® Business & Technical Guide, Pub 199, Intelligent Mail Package Barcode (IMpb) Implementation Guide, and Pub 122, Customer Guide to Filing Domestic Insurance Claims or Registered Mail Inquiries or present a printout of the part of Form 3877 that identifies the parcel by including the article number (the package identification code) of the insured or COD parcel, total postage paid, fee paid, declared insured value, amount due sender if COD, mailing date, origin ZIP Code, and delivery ZIP Code reported in the parcel record in the eVS manifest file. The Detail Records of Shipping Services files or Form 3877 are presented to confirm payment through eVS. This information is used by the administering Post Office where the eVS permit account is held and for claims processing.
[7-28-13] The customer (either the mailer or the addressee) must submit acceptable evidence to establish the cost or value of the article at the time it was mailed. For claims submitted online, evidence of value should be submitted as an uploaded file; otherwise, the claim cannot be completed online (see 1.6.3 to file by mail or 1.6.3 to file at the post office). Other evidence may be requested to help determine an accurate value. Examples of acceptable evidence are:
b. For items valued up to $100, the customer’s own statement describing the lost or damaged article and including the date and place of purchase, the amount paid, and whether the item was new or used (only if a sales receipt or invoice is not available). If the article mailed is a hobby, craft, or similar handmade item, the statement must include the cost of the materials used in making the item. The statement must describe the article in sufficient detail to determine whether the value claimed is accurate. (For example, a claim for an heirloom item would include the customer’s own statement explaining it was not purchased, costs for materials are not available, along with estimates of repair costs or appraisals from a reputable dealer or a picture from a catalog showing the value of a similar article).
c. Picture from a catalog showing the value of a similar article (only if a sales receipt, invoice, or statement of value from a reputable dealer is not available). The date and place of purchase must be included.
d. Paid repair bills; if the claim is for partial damage, estimates of repair costs or appraisals from a reputable dealer. Repair costs may not exceed the original purchase price.
e. Receipt or invoice for the costs incurred to buy a surety bond required to reissue a lost item.
g. A copy of a canceled check, money order receipt, credit card statement, or other documentation indicating the amount paid. For Internet purchases, a copy of the front and back of the canceled check, money order, or a copy of the credit card billing statement is required.
h. For Internet transactions conducted through a Web-based payment network that offers payment services through a stored value account, provide a computer printout of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed. The printout must clearly identify the Web-based payment network provider through which the Internet transaction was conducted.
4.1 Payable Claim
Insurance for loss or damage to insured, registered, or COD mail within the amount covered by the fee paid or within the indemnity limits for Priority Mail Express as explained in 4.2 is payable for the following:
a. Actual value of lost articles at the time and place of mailing (see 4.1n. for bulk insured articles).
b. Cost of repairing a damaged article or replacing a totally damaged article not exceeding actual value of the article at the time of mailing.
c. Remittance due on a COD parcel not received by the sender, subject to the limitations set by the standards for COD service.
2. Notary fees.
6. Face value of negotiable documents that cannot be reconstructed up to the amount of insurance coverage bought, but not to exceed the $25,000 maximum amount of insurance coverage available if sent by Registered Mail.
e. Extra cost of gift wrapping, if the gift-wrapped article was enclosed in another container when mailed.
g. Fair market value of stamps and coins of philatelic or numismatic value, as determined by a recognized stamp or coin dealer or current coin and stamp collectors newsletters and trade papers.
i. Postage (not fee) paid for sending damaged articles for repair. (The USPS must be used for this purpose. Other reasonable transportation charges may be included if the USPS is not available.)
j. Cost of film stock or blank tape for photographic film, negatives, slides, transparencies, videotapes, laser disks, x-rays, magnetic resonance imaging (MRI) prints, computerized axial tomography (CAT) scan prints, etc.
k. Cost of bees, crickets, or baby poultry destroyed by physical damage to the package or delay for which the USPS is responsible. (In the absence of definite evidence showing responsibility for death of these insects or animals, the USPS is presumed to be at fault if 10% or more are dead on delivery, and pays indemnity for all dead bees, crickets, or poultry; if less than 10%, the USPS is not presumed to be at fault.)
n. For bulk insured articles, indemnity is provided for the lesser of (1) the actual value of the article at the time of mailing or (2) the wholesale cost of the contents to the sender.
o. Except for Registered Mail, the maximum indemnity for negotiable items (defined as instruments that can be converted to cash without resort to forgery), currency, or bullion, is $15.00.
a. For Priority Mail Express insurance, nonnegotiable documents are insured against articles that are lost, damaged, or have missing contents while in transit. Coverage is limited to $100 per piece (the unit on which postage is paid), subject to a maximum limit per occurrence as provided in 4.2a..4.. Claims for document reconstruction insurance must be supported by a statement of expense incurred in reconstruction. For this standard, while in transit begins when the USPS receives custody of the insured material and ends when the material is delivered to the addressee or, if undeliverable, when the sender receives the material on return. Nonnegotiable documents include audit and business records, commercial papers, and such other written instruments for the conduct and operation of banks and banking institutions that have not been made negotiable or cannot be negotiated or converted into cash without forgery. Nonnegotiable documents can be in print, disk, tape, microfilm, or other forms of data storage. Articles such as artwork, collector or antique items, books, pamphlets, readers proofs, repro proofs, separation negatives, engineering drawings, blueprints, circulars, advertisements, film, negatives, and photographs are considered merchandise, not documents. Indemnity for document reconstruction is paid as follows:
1. For payments made (or which are payable) for reasonable costs incurred in the reconstruction of the exact duplicate of a lost or damaged nonnegotiable document. Indemnity is not paid for the cost of preparing the document mailed, or for the mailer’s time in preparing the document mailed or reconstructed. Except for the per page copying cost, indemnity is not paid for documents if copies of the lost document are available or if they could have been made before mailing.
2. Reasonable reconstruction expenses incurred or obligated between the time of guaranteed or scheduled delivery and actual delivery.
3. Loss sustained by the use of funds to maintain cash balances during the period of document reconstruction (based on the applicable Federal Reserve discount price). The period begins at the scheduled delivery time and may not exceed 15 days.
4. Catastrophic loss for multiple Priority Mail Express items, such as a major fire, limited to $5,000.00, regardless of the number of Priority Mail Express items, or the identity or number of customers involved. Each claim resulting from a catastrophic loss first is adjudicated individually. If the preliminary adjudication exceeds $5,000.00, the percentage of the sum represented by each individual settlement is applied to the $5,000.00 to determine each claimant’s pro rata share of the final settlement, not to exceed $100 per piece.
b. Merchandise insurance coverage is provided against articles that are lost, damaged, or has missing contents and is limited to $100. (Additional insurance, up to a maximum liability of $5,000.00, may be purchased for merchandise valued at more than $100.)
e. The contents of film (e.g., positives, negatives, slides, transparencies, videotapes, laser disks, x-rays, magnetic resonance imaging (MRI) prints, computerized axial tomography (CAT) scan prints), the cost of creating or re-creating these items, or the photographer’s time and expense in taking the photographs.
j. Death of baby poultry caused by shipment to points where delivery could not be made within 72 hours from the time of hatching, unless it is determined that transportation was in place to achieve the 72-hour target.
k. Death of honeybees, crickets, and harmless live animals not the fault of the USPS (mailability of these insects and animals is subject to 601.9.0, Perishables).
p. Damage caused by shock, transportation environment, or x-ray, without evidence of damage to the mailing container.
s. Nonmailable items, prohibited items, or restricted items not prepared and mailed according to postal standards, or any item packaged in such a manner that it could not have reached its destination undamaged in the normal course of the mail.
w. Loss after items signed for by the addressee, the addressee’s agent, or delivery employee if authorized under the applicable standards.
ac. Mail not bearing the complete names and addresses of the mailer and addressee, or is undeliverable as addressed to either the addressee or the mailer.
ad. Event or transportation tickets (e.g., concert, theater, sport, airline, bus, train, etc.) received after the event date. Such items are insured for loss, but not for delay or receipt after the event date for which they were purchased unless sent by Priority Mail Express and the delay is attributable solely to the failure to meet the guaranteed delivery standard under the terms and conditions for the Priority Mail Express service selected.
af. Damaged articles not claimed within the time limits in the Postal Operations Manual.
5.1 Payment Limit
The USPS does not make payment for more than the actual value of the article or, for bulk insurance, for more than the wholesale cost of the contents to the sender if a lesser amount. The USPS does not make payment for more than the maximum amount covered by the fee paid.
The USPS depreciates a used article either lost or damaged based on the life expectancy of the article.
5.3 Insufficient Fee
If, through an established error by the USPS, a fee was charged for less than that required to pay for the amount of insurance coverage requested at the time of mailing, the sender may pay the difference. Indemnity may be paid within the limit fixed for the higher fee. This applies only to the insurance fee when the article is insured. An additional fee may not be paid to register an article previously sent by insured mail, to buy insurance on mail sent as uninsured registered, or to increase the indemnity on the registered article. The declared value must already be noted on Form 3806 or Form 3813-P. Customers must complete all entries on Form 3877 or facsimile.
If the insured, registered, or COD article is lost or the entire contents totally damaged, the payment includes an additional amount for the postage (not fee) paid by the sender. Postage for Priority Mail Express is refunded under 604.9.5.
5.5 Dual Claim
If the mailer and the addressee both claim insurance and cannot agree on which one should receive the payment, any payment due is made to the mailer unless the claim has already been paid to the addressee upon presentation of the original mailing receipt.
If the payee is incompetent or deceased, payment is made to the legal representative. If there is no legal representative, payment can be made at the discretion of the USPS.
If a lost registered, insured, COD, or Priority Mail Express article is recovered after payment of a claim, the payee may accept the article and reimburse the USPS for the full amount paid if the article is undamaged. If the article is damaged, has depreciated, or has missing contents, the payee may accept it and reimburse the USPS in an amount set by the Consumer Advocate, USPS Headquarters.
Accounting Services in St. Louis adjudicates and determines whether to uphold a claim in full, uphold a claim in part, or deny a claim in full. Domestic insurance claims may be filed online through www.usps.com/insuranceclaims/online.htm, via mail to Domestic Claims Accounting Services (see 608.8.0), or by filing it at a local Post Office. Claims for COD and Registered Mail cannot be filed online.
A customer may appeal a claim decision by filing a written appeal to Domestic Claims Appeals, Accounting Services (see 608.8.0) within 60 days of the date of the original decision. A customer may also appeal a claim decision online through www.usps.com/insuranceclaims/online.htm if the original claim was filed online.
If the manager of Claims Appeals at the St. Louis ASC sustains the denial of a claim, the customer may submit an additional appeal within 60 days for final review and decision to the Consumer Advocate, USPS Headquarters (see 608.8.0 for address), who may waive standards in 609 in favor of the customer. The customer may file the additional appeal online if the original appeal was filed online.