The Claims Process

To make a claim, ensure that you keep the original packaging, this may be needed to determine if the item was adequately packaged.

To ensure that your goods will be covered, please use all of the original packaging for products when possible, otherwise see our packaging guidelines.

(These are guidelines only and we do not guarantee any acceptance by our supplier for claims, so please ensure you do your best with packaging to prevent damages in transit).

Please include your Courier Connect Ref # and supplier tracking number when making a claim

Step 1	The Customer to notify Courier Connect - Claims or Customer Services immediately of Product Damage. Damage must be endorsed on our suppliers Proof of Delivery/connote. (Write "Damaged" on the suppliers Proof of Delivery/ connote, and keep the packaging and goods until further notice)
Step 2	Written notification of claim (proforma claim form) must be lodged within 6 days from date of delivery. (We must lodge this within 7 days with our supplier, so we will need this within 6 days) Postal Address: Courier Connect Ltd Attention: Claims Department Address: PO Box 40-173 Upper Hutt, Wellington Fax Number: (04) 526 8123 OR Email: claims@courierconnect.co.nz
Step 3	Courier Connect will send an acknowledgement letter to the claimants email address. This will include the claim number and we will request necessary documentation, which will be required by our supplier to progress the claim.
Step 4	The Customer must forward an Invoice/value claim to Courier Connect Claims. This must include: A copy of the quote from repairer for repairs A copy of the quote from repairer for repairsIf irreparable a tax invoice from the manufacturer for replacement goods is to be supplied. In the event that the item was purchased through an online auction such as Trade Me, irreparable or not, a copy of the original auction with sale price is to be supplied. The damaged item may need to be returned for Insurance assessment. In the event the item needs to be collected for assessment, it will be arranged for our supplier to pick up the damaged item and packaging, free of charge. A copy of the purchase price and replacement cost A tax invoice from the manufacturer for replacement goods is to be supplied. In the event that the item was purchased through an online auction such as Trade Me, a copy of the original auction with sale price is to be supplied. The damaged item may need to be returned for Insurance assessment. In the event the item needs to be collected for assessment, it will be arranged for our supplier to pick up the damaged item and packaging, free of charge. Freight charges relating to repair or replacement of item The original freight charge (as per carrier contract) must still be paid by the customer as this is includes our insurance coverage. This is normally pre paid so should present no problem.
Step 5	Courier Connect will look at the claim, if it appears claimable, Courier Connect will forward the claim to our supplier who will investigate the claim further. (This does not constitute acceptance). The claim at this stage must contain supporting documentation and evidence as requested above, and as may be requested throughout the process. If this claim cannot be put forward, Courier Connect will email a letter of this fact to the claimant.
Step 6	If the claim is passed on to our supplier, they will submit the claim to their Insurance Broker for consideration.
Step 7	A decision will be delivered to Courier Connect from the supplier: If the claim is successful Courier Connect will forward payment to the Customer. If the claim is unsuccessful Courier Connect will advise the customer in writing.