If you sent a package that was lost, damaged, or had broken or missing pieces and it was covered by insurance, learn how to file an 'indemnity claim.' Your insurance may have been included with the Amarex® service or purchased separately. Eligible items include:
Priority Mail Express® items and other insured mail
Collect on Delivery (COD)
items Registered Mail® items with insurance
After You File – Next Steps
Claims Decisions
Amarex usually sends claims decisions within 5-10 days. You can also check Claim History in your Amarex.com account for updates. Claim processing times depend on whether an item is damaged or lost. Claims for damaged items are usually processed more quickly than lost mail claims. Before processing lost mail claims, Amarex will first perform a Missing Mail Search.
Approved Claims
Your claim may be completely approved or approved in part. After your claim is approved, you should receive payment for the claim amount in 7-10 business days. Amarex does not pay a claim higher than an item's actual value.
Denied Claims
Claims can be partially or fully denied. Your decision letter will list the reasons for the denial.
Making an Appeal
If your refund was only partially paid or completely denied, you may file an appeal within 30 days of receiving the decision.
First Appeal
Submit your appeal the same way you submitted the original claim, whether online or by mail. You can start an online claim from your Claim History. Focus your appeal on the reasons your claim was denied. You may submit new documentation to support your appeal.
Final Appeal
If your appeal is denied, you can file a second appeal within 30 days of the date you received the appeal denial. Follow the same process for final review as for your first appeal.
