Insurance and liability
Standard cover is included in every delivery. High-value and personalised items must be declared and insured before dispatch, so they’re protected for their full value from pickup to signature.
Cover levels
Under German law (§ 431 HGB, and the CMR for international road transport), a carrier’s liability is limited to 8.33 Special Drawing Rights per kilogram — often far less than what your goods are worth. Our cover goes further.
Goods-in-transit cover against loss and damage while your shipment is in our care, at no extra cost.
For anything worth more than €25,000, or one-off items that would be hard to replace, cover is extended to the full declared value.
Before dispatch
If an item is worth more than our standard cover, or is personalised, custom-made or one of a kind, we need it declared and insured before it leaves your hands. This protects you, and it lets us plan the right handling, vehicle and route.
Personalised and custom-made items are insured at their documented replacement or production cost. Sentimental value can’t be insured.
Paying for cover
Priority Parcels never asks someone receiving a parcel to pay an insurance, customs or release fee, and never asks for payment by bank transfer to a private account, gift cards or crypto.
If you’ve been told to pay to receive a parcel from us, it’s a scam. Don’t pay — contact us and report it to the police.
Claims
Report any loss or damage as soon as possible so we can investigate quickly.
Note visible damage on delivery and contact us within 7 days of delivery, or straight away if a shipment is missing.
Your tracking number, proof of value, photos of the item and its packaging, and a short description of what happened.
We review every claim and keep you updated. Approved claims are paid up to the cover in place for that shipment.
Exclusions
Only if your shipment is worth more than €25,000 or contains personalised, custom-made or one-of-a-kind items. In those cases we insure the shipment for its declared value before dispatch.
It’s a percentage of the declared value and depends on the type of goods and the route. The exact amount is shown in your quote before you book.
No. Like any insurance premium, it pays for the cover while your shipment is in transit. It’s part of the sender’s shipping price. If you cancel before we collect, you aren’t charged for cover.
The sender, or the business account holder, as part of the booking. We never ask recipients to pay anything to receive a parcel.
The replacement value of the contents, backed by an invoice, valuation or production cost statement. Under-declaring means a claim can only be paid up to the declared value.
