Question 1

What is ad valorem insurance?

Accepted Answer

Ad valorem means "according to value". Ad valorem insurance compensates based on the value you declare for your parcel, not on its weight. At PackCover, it covers loss, theft and breakage, from collection by the carrier until delivery to the recipient.

Question 2

How is it different from the cover offered by my carrier?

Accepted Answer

Without an option, a carrier usually compensates by weight, not by the value of the contents. Its options generally raise its own liability limits, with caps and refused contents specific to that carrier. PackCover compensates on the value you declared, with a price table that depends neither on the carrier nor on the destination.

Question 3

Do I need to buy both?

Accepted Answer

PackCover covers your shipment under its own terms. Any compensation provided by the carrier is taken into account when the case is assessed.

Question 4

Am I already covered by my bank card or home insurance?

Accepted Answer

It exists, but it is rare for a commercial shipment. Before relying on it, check three points in your contract: the compensation cap, any exclusion of valuable items, and whether proof of value is required.

Question 5

How much does cover cost?

Accepted Answer

The price depends only on the declared value. Up to €100, €1.35. €100.01 to €277.77, 1.62% of the value. €277.78 to €500, €4.50. From €500, 0.9% of the value.

Question 6

Is there a subscription, a commitment or an admin fee?

Accepted Answer

No. No subscription, no commitment, no admin fee. You pay for cover one parcel at a time.

Question 7

Does the price depend on the carrier or the destination?

Accepted Answer

No. The pricing table is the same for all carriers and all covered destinations. Only the declared value changes the price.

Question 8

When should I buy cover?

Accepted Answer

Cover must be purchased before the carrier takes possession of the parcel.

Question 9

Can I insure a parcel that has already been shipped?

Accepted Answer

No. You must purchase cover before the carrier takes possession of the parcel.

Question 10

How does payment work today?

Accepted Answer

Online payment is not open yet. You can estimate the price and check your shipment's eligibility right now, and contact us for help.

Question 11

Which risks are covered?

Accepted Answer

Loss, theft and breakage, in France and internationally. Cover starts when the carrier collects the parcel and ends on delivery to the recipient.

Question 12

What value am I compensated for?

Accepted Answer

Compensation is based on your parcel's declared and evidenced value, within the limit set by your cover.

Question 13

What is the cover limit?

Accepted Answer

€100,000 per shipment. Above that, cover is available after prior review, before shipping.

Question 14

Is there a deductible?

Accepted Answer

The deductible is 10% of the declared value, with a minimum of €50.

The deductible is the portion that remains payable by you. It is calculated from the value you declare, not the amount of the damage.

Parcel declared at €300€50 deductible
Parcel declared at €1,000€100 deductible
Parcel declared at €5,000€500 deductible

See pricing

Question 15

Is late delivery covered?

Accepted Answer

No. A parcel delivered late but intact does not qualify for compensation.

Question 16

What is not covered?

Accepted Answer

Indirect losses, late delivery alone, inherent defects of the goods, inadequate packaging, goods refused by the carrier and items with no demonstrable value.

Question 17

Are shipping costs compensated?

Accepted Answer

Only if they were included in the declared value.

Question 18

Which carriers are covered?

Accepted Answer

Rules and limits vary by carrier.

Question 19

Are pickup points and parcel lockers covered?

Accepted Answer

Pickup points and parcel lockers are covered by PackCover. The delivery method only changes how delivery is proven, not your cover.

Question 20

What if my carrier refuses the goods?

Accepted Answer

We check this before payment, not after. Contents refused for carriage cannot be insured. For example, Chronopost does not accept jewellery, watches or works of art for carriage, article 8 of its terms. La Poste does not allow jewellery, precious metals or coins inside a Colissimo parcel. For these shipments, choose a carrier that accepts them.

Question 21

Does my carrier's liability cap limit my compensation?

Accepted Answer

No. UPS accepts jewellery and watches but limits its liability to USD 500 per shipment, article 9.4 of its terms. FedEx caps its liability at USD 1,000 per shipment for contents of exceptional value, article 21.4. These caps belong to the carriers, not to us. PackCover compensates on the value you declared.

Question 22

How do I compare with my carrier's option?

Accepted Answer

Our comparisons set each carrier's option and PackCover cover side by side, value by value, with their sources.

Question 23

How should I pack so that cover applies?

Accepted Answer

Inadequate packaging is one of the exclusions. A new box, an item that cannot move and stays clear of every wall, double boxing for anything fragile or valuable, H-taping: the exact measurements are on the Prepare your shipment page.

Question 24

What should I photograph before shipping?

Accepted Answer

The item, its details and serial number, the item in place in its padding, the closed parcel and the label. The full list of eight photos is on the Prepare your shipment page.

Question 25

Should I write the value on the parcel?

Accepted Answer

Never. Not the value, the brand or the contents, neither on the box nor on the tape. A parcel that announces what it carries attracts attention.

Question 26

What proof of value is accepted?

Accepted Answer

Use an invoice, receipt, certificate or another reliable document that identifies the item and its price. For an old or unique item, a professional valuation can support your evidence. Keep clear photographs taken before shipping too.

Question 27

How long do I have to make a claim?

Accepted Answer

Report the claim to PackCover within 5 working days.

Question 28

Can I make a claim without an account?

Accepted Answer

Yes. Online claims are open to everyone and require no login. That is a deliberate choice on our part: the moment you need us is not the moment to recover a password.

Question 29

Which documents do I need to provide?

Accepted Answer

In every case: the tracking number, proof of drop-off or the shipping slip, the invoice or proof of value, and photos of the contents and packaging. The claim form tells you which additional documents apply to your type of incident.

Question 30

Should I also claim from the carrier?

Accepted Answer

Yes, the two steps complement each other. For damage or partial loss, article L133-3 of the French Commercial Code requires the recipient to send the carrier a reasoned protest, by bailiff's notice or registered letter, within three days of receipt, public holidays not included. The protest preserves your recourse against the carrier; your claim with us opens your compensation file.

Question 31

I made no reservations on delivery, what should I do?

Accepted Answer

Report the damage as soon as you discover it and keep the parcel, its packaging and your evidence. Missing reservations can make the case harder to assess. If you are a consumer, took delivery in person and discover the breakage when unpacking, article L224-65 of the French Consumer Code extends the protest period to ten days when the carrier cannot show it gave you the opportunity to check the parcel's condition.

Question 32

Should I keep the packaging?

Accepted Answer

Throwing away the box and the cushioning after discovering the damage. Without the packaging, it becomes very hard to establish what happened. Keep everything, as it is, until the claim is closed.

Question 33

How is compensation calculated?

Accepted Answer

Compensation is calculated on the value you declare, up to €100,000 per shipment, minus the deductible.

Question 34

How long does compensation take?

Accepted Answer

Processing depends on a complete case and the insurer’s assessment. You can track progress online, and we tell you if any documents are missing.

Question 35

What happens if the carrier also compensates me?

Accepted Answer

Any compensation already received from the carrier is taken into account when the case is reviewed.

Question 36

Do I need an account to insure a parcel?

Accepted Answer

No. Insuring a parcel requires no account creation.

Question 37

Where can I find my certificate and invoice?

Accepted Answer

Your certificate will be sent to you by e-mail at the time of subscription. As online subscription is not yet open for payment, contact us to be guided through a shipment in the meantime.

Question 38

When will the client area open?

Accepted Answer

We do not communicate a date until it is certain. Preferring a false date over no date would help no one.

Question 39

How do I connect PackCover to my shop or shipping tool?

Accepted Answer

By file, webhook or API, depending on your organisation and volumes. Connectors and their status are shown on the Integrations page.

Question 40

Is there an API?

Accepted Answer

Yes. The complete reference, authentication, endpoints, webhooks and test environment are published on the API page.

Question 41

Can I insure in volume?

Accepted Answer

The pricing table above applies with no threshold, no minimum parcel count and no commitment. Above a certain monthly volume, decreasing rates and monthly billing may be available after review.

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Declared value	Price
Up to €100	€1.35
€100.01 to €277.77	1.62% of the value
€277.78 to €500	€4.50
From €500	0.9% of the value