My parcel was lost or damaged

As Sendy, our goal is to have your goods/parcels delivered successfully and intact. In a case where your parcel/good is lost/damaged while in transit, below are the steps to take:

1. Report the Claim

Notify Sendy Immediately! Please report the issue using our available communication channels, i.e. phone, Web chats, email or social media. You can include an invoice or a receipt of the value of the lost item. Pictures of the damaged package will also be helpful in resolving the matter. 

2. Inspection of the Claim

We will review the issue to determine whether the goods were damaged/lost while in transit or they were damaged/lost after the delivery.

3. Authorization of the Claim

If we have determined they were damaged/lost after the delivery, then we will notify you via email of the same.

If we have determined they were damaged/lost while in transit, then we will begin the claim process. We will send you a claim form to fill 

4. Pursuing the Claim

Since your delivery was insured, we will claim it using our insurance provider. This process takes anywhere upwards of 72 hours and we will keep you informed about the progress of your claim.

5. Payment of the Claim

Once we get it resolved, we will send you the amount equivalent to the value of the lost or damaged goods/parcel less 10% Excess fees usually charged by the Insurance as claim processing fees.

The excess is standard as shown below;
Trucks - 10% of every loss; minimum claim Kes 50,000/-
Van/pick up - 10% of every loss; minimum claim Kes10,000/-
Bikes 10% of every loss and Minimum claim Kes 500/-

NOTE: Motorcycle insurance is up to KES 300,000 while vehicle insurance is up to KES 10,000,000

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