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Frequently Asked Questions
Who can file a claim?
The sender should file the claim, unless arrangements
are made with the recipient.
How do I file a claim?
Follow the two easy steps listed below to file your claim.
Step 1: Gather the following documentation:
• Photocopy of FedEx Air Waybill
All documentation related to the proof of value
(e.g. copy of original invoice from vendor/supplier,
copy of retail invoice, receipt, final confirmation
screen if online order with proof of payment,
itemised repair invoice or statement of non-
repair, appraisals, expense statement, or any
other applicable documentation)
Step 2: Choose one of the following options:
Email: claimsteam@fedex.com
Post: FedEx Express
Claims Department
Sutherland House
Matlock Road
Coventry
CV1 4JQ
Fax: 024 76 702610
When should I file my claim with FedEx?
Loss, damage or delay payment claims must be filed
within 21 calendar days of the delivery date.
Non-delivery or mis-delivery claims must be filed
within 9 months of the shipment date.
What is FedEx liability?
Unless the Sender enters a higher Declared Value for
Carriage on the (Air) Waybill and pays the required fee, the
liability of FedEx is limited to the higher of a) the amount
provided by the applicable international treaty or local law;
or b) 22 per kilogram; or c) US$ 100 per Shipment.
Please consult the Conditions of Carriage for the full limits
and liabilities not assumed.
How long will the claim resolution process take?
Most cases will normally be resolved within 1 to 2
weeks after we receive your claim form and additional
claim documentation, unless additional time for research
is needed.
Note: research may take longer depending on
the complexity of the matter.
What should I do with the shipment packaging?
The recipient must keep all original packaging, including
cartons and contents, until the claim resolution process
is finished. It may be necessary to make the packaging
available to FedEx for inspection.
Where can I find specific information about the
circumstances in which I can file a claim?
For more detailed information, including time limits for
specific claim types, visit fedex.com and refer to the
Conditions of Carriage.
Can I get updates on the status of my claim?
Please call customer service on 03456 07 08 09 (UK)
or 1800 535 800 (IE)
Who can receive claim settlements?
The sender will receive the claim settlement unless
special arrangements are made with the sender.
Read the following FAQs for answers on the claim resolution process.
For instructions on filing a claim, skip to “How do I file a claim?”
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Check List
1. Photocopy of FedEx Airbill/Powership
®
printout
2. Photocopy of shipper’s original invoice from vendor/supplier
3. Serial numbers of each item
4. Photocopy of original retail invoice
5. Commercial invoice
6. Repair invoice or signed certified statement of non-repair from an authorised technician
7. Bank Details
8. Other
Please send the completed claim form to one of the following:
Post: FedEx Express
Claims Department
Sutherland House
Matlock Road
Coventry
CV1 4JQ
Fax: 024 76 702610
Email: claimsteam@fedex.com
Once we receive your claim form and all requested documentation, please allow 1-2 weeks for resolution
regarding your claim.
For complete information on claim requirements and the time limits for filing specific types of claims,
please refer to FedEx Conditions of Carriage via http://fedex.com/gb/services/terms/
The following documentation must be included on or with a claim form
to support any claim:
FedEx Claim Form
Claimant Bank Details
Please complete the following:
FedEx Air Waybill Number
Name the account is held in
(As shown on your bank card)
Bank name and address
(ie HSBC, Barclays etc)
Bank Sort Code
Bank Account Number
IBAN
(Only required for claims
in Ireland)
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For lost and damaged shipments
Sender information
Claim settlements are issued to sender unless a letter of authorisation from
shipper is submitted
Name/Contact
Internal reference no.
Company
Address
City
State/Province
Country
ZIP/Postal code
Phone.
Fax
E-mail
Recipient information
Name/Contact
Internal reference no.
Company
Address
City
State/Province
Country
ZIP/Postal code
Phone.
Fax
E-mail
Shipment information
Tracking-number
(One claim per Air Waybill)
Ship date
No. of packages Total weight
Contents of shipment
Reason for claim
Loss Complete Partial
Damage Complete Partial Concealed
Please retain all packaging and products until your claim is resolved
Other (describe below)
Describe damage to outer packaging
Describe damage to inner contents
Describe inner packaging
The value declared on the shipment when tendered to FedEx
(please ensure you indicate the currency)
Declared value for customs
Declared value for carriage
Merchandise value
(Original purchase price and/or cost to repair)
Freight charge
Total claim amount
Any additional comments
Required signature
The foregoing statement of facts is hereby certified as correct
Signature
Claimant’s name
(please print)
Claimant’s Address
Date
Phone
Please return the completed form and requested documentation to :
FedEx Claims Dept.: Sutherland House, Matlock Road, Coventry, CV1 4JQ.
Fax: 024 76702610 or email to claimsteam@fedex.com
FEDEX CLAIM FORM_AUG 2016
D D M M Y Y
IMPORTANT – Sales and cost price invoices need to be provided, however please do not delay submission of the claim whilst you are obtaining these.
click to sign
signature
click to edit
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