Cargo Damaged in Transit? Inside Colivelo's 14-Day Claims Resolution Promise

The three-step claims wizard

Our claims process is a simple three-step wizard, not a maze. You start from the claims page with your tracking number, and the system pulls the shipment record for you so you do not retype it.

1. File the claim. Enter your tracking number, describe the damage, and upload the photos. The wizard attaches your file to the signed proof of delivery already in our system.
2. Assessor review. Our claims assessor reviews the evidence against the POD and the tracking timeline, and may request additional photos or the commercial invoice.
3. Resolution proposal. We propose a resolution within the timeline below, and once you accept, payout follows directly.

Every step is logged and visible to you. You are never asked to chase a claim through a generic inbox; the record and the assessor sit on the same desk that moved your freight.

The evidence you need to file

A clean claim file settles faster. Gather the following before you submit, and the wizard accepts them in one upload.

• Cargo photos at pickup and delivery. The before-and-after pair shows where damage occurred in the chain.
• Packaging photos. Show the crate, pallet, or carton, so we can see whether the packaging failed or the cargo did.
• Signed proof of delivery. We already hold this in your shipment record; the wizard links it automatically.
• Commercial invoice. Establishes the declared value used for the settlement.
• Damage close-ups. Sharp photographs of the specific damage, not the whole shipment.

Our POD already carries GPS coordinates, a timestamp, and a delivery photograph, so the baseline evidence exists before you file. Your job is to add the damage-specific photos and the invoice; our job is to do the rest.

Our 14-day resolution timeline

We commit to three explicit deadlines, and we publish them because a claim without a deadline is a claim without accountability.

If a claim needs more time because a third-party assessor is involved, we tell you before the deadline expires and give a revised estimate. Silence is never our answer to a claim; an explicit status is.

Cargo insurance included on every shipment

The reason our claims process is straightforward is that full cargo insurance is included on every Colivelo shipment, from pickup to delivery, by default. It is not an upsell you remember to buy at checkout. That means when damage happens, you are already covered, and you file against an active policy rather than scrambling to prove liability after the fact.

Our insurance covers general merchandise, electronics, and most standard cargo types against transit damage and total loss. Settlement is based on the declared value on your commercial invoice. Because the policy is ours and the claim desk is ours, the handoff between insurance and operations is internal, which is exactly what makes the 14-day timeline achievable.

If you ever need to start a claim, open the claims page with your tracking number. The proof block at the bottom of this page lists our registrations, and our trust overview explains how tracking, POD, and insurance connect into one accountable chain.