Insurance conditions

Area of coverage

Cover for damage, loss or theft during transit. Area of cover: worldwide except for Iran, Syria, North Korea, North Sudan, Cuba and Crimea. Please always note that the text of the policy, clauses and terms and conditions of insurance is binding. The maximum amount to be paid is EUR 500 for each shipment.

What is not insured?

Due to the possible high and varying values, we cannot be held liable for packages with the following contents: cell phones, works of art, jewellery, watches, precious metals, gems, pearls, products made of glass, earthenware, porcelain, hard plastic, sugar and chocolate confectionery and other products consisting of fragile materials, antiques, carpets, fur and valuables.

There is no coverage if the transportation does not comply with the Sanctions Act and regulations. The Sanctions Act regulates that you cannot do business with persons, organisations or countries that are on a sanctions list. The full clause reads: The insurer shall not be obliged to provide cover or indemnity under this insurance if to do so would breach sanctions laws and regulations on account of which the insurer is prohibited from providing cover or indemnification under this insurance. Furthermore, the following are not insured:

  • Intentional act by the insured
  • Damage to perishable goods
  • Damage to goods that may not be traded or transported (including weapons, explosives, illegal goods)
  • Damage as a result of a nuclear disaster
  • Any surplus value or imaginary profit
  • Money and negotiable instruments
  • Damages other than material
  • Indirect and consequential losses
  • Damages due to defective packaging

This summary is subject to the terms and conditions of policy MM110366476 which shall be binding in case of a dispute.

Insured value and amount of indemnity

The amount of compensation will be determined based on the value of your shipment, up to the stated insured value at the time of shipping. If you wish to include shipping costs in the insurance, you must add these to the value of the shipment. The maximum amount to be paid is EUR 500 per shipment. In case of loss of documents, the costs for replacement of the documents will be reimbursed up to the insured value with a maximum of EUR 500 per document.

Financial Services Complaints Institute

The insurance is arranged through AON-Insurances. You can be confident that they arrange everything around your insurance properly.

Did you feel that we failed to solve the problem to your satisfaction? If so, then customers can turn to the Ombudsman of the Financial Services Complaints Institute Foundation (KIFID). KIFID is independent and impartial.

Explanation UBO

Under the Money Laundering and Terrorist Financing (Prevention) Act (WWFT), financial institutions are required to identify the Ultimate Beneficial Owner (UBO) of a business relationship to prevent payments from being made to persons on the sanctions list. As a result, a UBO declaration may have to be completed before a claim can be paid. This will indicate who is the ultimate beneficial owner of a legal entity.


Damages caused by defective packaging are not covered by the insurance. The packaging must meet the conditions set by the carrier. If the carrier rejects a claim for damage due to defective packaging, the claim will not be sent to the insurer. Therefore, it is advisable, in case of doubt, to check with the carrier before shipping whether the packaging meets their requirements.

Claim process

The recipient should always check the shipment and – preferably upon receipt – note any damage on the transport document. Damages must be reported to mySendle immediately, but within 5 working days after delivery. If the documents required for the claim process are not delivered within 7 working days, the claim period will have expired. Always contact mySendle regarding damage claims. AON will not handle any claims that are reported to AON outside of mySendle. When reporting, the following information must be provided:

  • Shipment reference
  • Copy of certified transport document
  • Invoice of what was shipped or other document stating value
  • Photographs
  • Description of the nature of the damage (is the object repairable or lost?)
  • Cost estimate for repair, if any

The flow of the claim process is largely determined by the information provided, so we ask that you send the required information as completely and as quickly as possible. Depending on the level of damage and any other circumstances, a survey may need to be undertaken. Upon receipt of all information (including the report of any appointed surveyor), we aim to provide a final decision on your claim within 5, but no later than 10 working days.