How to Successfully File an Insurance Claim with USPS

by Ryan Guina

I recently bought a relatively expensive acoustic-electric guitar on Ebay. I’m not a fan of buying something as personal as an acoustic guitar without having played it first. But I had been in the market for several months, and I was frustrated because I wasn’t able to find the guitar I was looking for at a price I was willing to pay. So I took a leap of faith, and bought a guitar based on a few pictures and a couple emails with the owner. The deal looked good, so I pulled the trigger (it was a buy-it-now deal, not a traditional auction).

File insurance claim with USPS

Have you ever had to file an insurance claim with USPS?

I was excited to receive the guitar, and immediately unpacked it to check it out. (The weather and humidity were both moderate, which is important for acoustic guitars, since extreme temperatures or humidity can damage solid wood. If the weather were very hot, cold, or humid, I would have left the guitar in the box overnight before opening it, so the temperature and humidity would have a chance to acclimate).

The guitar looked nice on first inspection—it was a little dirty, and the strings were crusty, but those were minor issues, even on a thousand dollar guitar. Strings can be changed, and guitars can be cleaned and polished. The guitar was reasonably in tune, so I strummed it for awhile, then decided to really give it the once-over. That was when I noticed some cracks where the binding attaches to the top and bottom of the guitar, and an inch long crack above the input jack on the base of the guitar. And I was terribly disappointed.

I immediately contacted the seller via Ebay to verify the guitar didn’t have those issues when he mailed it, and to verify he insured the guitar when he shipped it. The seller verified both issues. The guitar was well-packaged when I received it, so it looks like it was up to me to file an insurance claim with the US Postal Service to rectify the issue. I was ready for a fight, and a bureaucratic nightmare. Thankfully, the process was relatively quick and easy. And I received a check from the US Postal Service in the amount of the anticipated repairs, and the cost of the shipping. I’ll walk you through the process of how I made the claim.

Filing an Insurance Claim with USPS

Filing a claim is pretty easy, especially if you do it online, which is the preferred method according to the Post Office worker I spoke with. He said online claims are processed more quickly and accurately than paper claims filed at the Post Office, or through the mail. Here are the items you will need to file your claim, with more details below:

  • Original packaging
  • Estimate of Repair Cost
  • Evidence of Value
  • Official Claim form (when not filing online)
  • Original mailing receipt and proof of insurance, if available

Keep all your packaging, including the outer box, packing material, etc. You will need to bring this to a US Post Office to have the Post Office workers inspect the box and shipping material for damage and the ensure the item was adequately packed. In my case, the guitar was shipped in a heavy duty cardboard box designed specifically for shipping guitars (it was actually the same box used by the manufacturer of my guitar, so it was quite sturdy). In addition, the guitar was shipped inside a hard shell case, and the hard case was wrapped with bubble wrap and placed inside the large shipping box. It was adequately packaged.

After I entered my insurance claim, the USPS sent me a letter instructing me to take the letter with my claim number and the original shipping materials to a US Post Office so they could inspect the shipping materials. There was some obvious damage to the box the guitar was shipped in. It looked like it had been dropped on one corner.

Get a professional estimate of the repair costs. My guitar is a Taylor 414ce, so I took it to an authorized Taylor repair shop to get a professional estimate on the repairs. Thankfully, there was no major structural damage to my guitar. It turns out the small cracks on the binding were primarily cosmetic in nature, though the luthier recommended filling and sealing the cracks to prevent further separation or damage. The cracks most likely happened when the guitar was dropped or slammed into something. In addition to the cracks, the action was knocked out of alignment, making the guitar more difficult to play. Thankfully, that too was a relatively minor fix. The repair estimate to fix the cracks and perform a full set up was only $125, which under the circumstances, was much less than my initial fear. The luthier gave me a written estimate, which I used to place my claim with the US Postal Service.

Provide proof of value of the item. A professional repair estimate is only half the battle, as the USPS will only compensate you up to the value of the item. In other words, they won’t pay you $500 for repairs if the item is only worth $100. In my case, I simply copied the Ebay purchase receipt and uploaded that when I filed my claim. Since this was a new purchase, the receipt was the only proof of value The USPS required. Other valid ways to prove value include an “invoice or bill of sale, a cost statement for replacing Express Mail service documents, a copy of the canceled check, a copy of the money order receipt, a copy of the credit card billing statement, or a final or complete transaction sheet indicating the amount deducted from an Internet account.” The USPS insurance claim system also has a way to enter information for items purchase in online auctions. In my situation, I stated the guitar was purchased through Ebay and gave the listing number, along with a copy of the receipt.

Official Claim Form vs. filing online. The Post Office worker I spoke with recommended filing online, which worked well for me. You can find the form here: (Login required). The form to file a claim manually is PS Form 1000, Domestic or International Claim. You can obtain a  form at any Post Office location, or download it online. The benefit to filing online is that you can upload documents and images directly to your claim and come back to your claim and make adjustments throughout the process. Filing a paper form means you need to have print outs of images and files and there is a longer lag time between submitting documentation, and the Post Office processing it.

Original Mailing Receipt and/or Proof of Insurance. You may or may not have this, depending if you were the sender or recipient. I was the recipient of the item, so I didn’t have a copy of the mailing receipt. The item was insured, however, and there was a tracking number on the package, which was enough for the Post Office to verify the item had insurance on it. Always try to get a copy of the actual receipt, just in case. But in my situation, it worked out without having a copy.

Other tips: Always keep a copy of everything for your records. I filed online, which made it easy to upload .jpg and .pdf files. The Post Office may also send you correspondence for your specific claim. Make a copy of that too, just in case. You will also need to create an online account with the US Post Office if you plan on filing your claim online. It’s nice to have an account anyway, as you can use it to place your mail on hold when you go on vacation, purchase postage, file claims, and more. Finally, when filling out the claim, be sure to specify where the check should be sent. You can have it sent to the sender, the receiver, or to a different address.

How long does an insurance claim take? As I mentioned earlier, I expected this to be a very long and drawn out process. It actually went very smoothly. I did have to get a professional repair estimate which took a couple days to schedule an appointment. But once I had that, the other documentation was easy. The form took about 20 minutes to fill out online. Then a few days later I received request to take the shipping container to the closest Post Office with the letter they sent. They inspected the box, filled out a form, and about a week later I received a check to cover the cost of the repair and the amount of the shipping (I wasn’t expecting a refund on the shipping, but that was nice). From start to finish, the process took about 3 weeks, but I can see situations where it may take more or less time, depending on the situation. Keep in mind, each case is unique, so your mileage may vary.

Overall, I wasn’t expecting to have to file a USPS insurance claim, but I’m happy the situation went as smoothly as it did.

Photo credit: Blaise Freeman

Published or updated May 1, 2015.
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{ 18 comments… read them below or add one }

1 Chris

Thanks for the info, filed mine online about a week ago and no response yet , hoping for the best


2 Dale

Ryan, I am trying to find out what the P.O. does with items that are damaged and not re-
pairable. The P.O. where I left the package for inspection didn’t have a clue. Once I am paid
the item (a microscope) belongs to them. I’d hate to see it go into a trash compactor!


3 Ryan Guina

Dale, I don’t have a good answer for you. It’s possible the Post Office has a central office that handles everything. Some companies will destroy what is obviously beyond repair and auction off everything else. It’s possible the Post Office does something similar.


4 Dale

Ryan, thanks for the quick reply. It may be that the Post Office uses to auction
off their stuff. I’ll be getting some answers soon from in insider. Holding my breath!


5 Ian

I just recieved a damaged bike frame I bought online. I am in the process of starting my claim, but I have a question.

Like your guitar, I would like to have my frame repaired. Did the post office require you to leave the guitar there while they determined if they were going to honor the claim?



6 Ryan Guina

Ian, no, they didn’t. I took the guitar to an authorized repair shop and requested a written estimate, which I took to the Post Office, along with the box the guitar was shipped in (obvious damage to the box), the packing material, and the guitar and hard case the guitar was shipped in. The looked over everything, then filed the paperwork. I received the check in the mail about a week later (don’t remember the exact timeline for receiving the check, but I don’t remember it taking very long). Just make sure you have as much of the original packing material as possible, so the Post Office can inspect it before filing the report and your claim. Good luck with your claim!


7 deborah

I have filled out the form, but now it is in my “saved claims” box. I can’t find a link to “file” it and it says that if it’s not filed in 3 days, it will be deleted. Please email me (rather than commenting here, as I won’t find this again) to tell me how you actually filed yours.


8 M

I was hoping for some good info here but there are some very glaring issues. First of all, buyers on eBay NEVER file insurance claims for things they buy. The one who buys the USPS insurance ALWAYS has to file it. eBay just issues refunds to buyers. I know because I am in that situation now. The PO does NOT want to look at the box unless you don’t show them photos or they don’t believe you. Wish this wasn’t such a waste of time


9 Ryan Guina

M, I only reported on the situation as I experienced it. I communicated with the seller throughout the process, and he may have signed a form, I don’t recall as this was some time ago. I did have a different claim for an item sent through FedEx and the seller had to file the claim. I had to box the item and have FedEx pick it up to have it inspected before I could get my money refunded. It wasn’t a fun issue, but it was straightforward. Best of luck with your claim.


10 Gerald Cromer

I’m trying to get the PO to pay for a radio out of my airplane that they damaged, box damage. They won’t pay because I can’t show them that i have a paid receipt for the radio, The radio came in the airplane when it was purchased. I’ve sent several copies of the value of the radios if you go out and buy one and also from the company that was going to certifie it”s update and copies of the repair estimate of the damage repair. I’m at a loss of what to do next.


11 Pat

I ordered a Fuel Pump Driver Module on E Bay. It was sent two day Priority USPS. It arrived five days later. It had been torn twice the size of the module (approx size of a cigarette box), with no module! The torn USPS Priority envelope had been placed inside a clear plastic bag and delivered to me. I filed out an on line claim form in it’s entirety. I included pictures of damage, proof of cost, a picture of the E Bay purchase receipt, delivery date. I had no red indicators for missing or incorrect info. There was absolutely no place to click on a “Submit”. Only a “Save Claim” and a “Review Claim”. If someone could please indicate what the issue could be to get me through this stereotypical bureaucratic claim prevention tactic, I would greatly appreciate it. Thank you very much, Pat


12 anita mcgrew

I buy USPS insurance for items sold on E-Bay. USPS denies all. I send all information requested. They deny all so what do you do? i sell 100’s of items a year on E-Bay and Postal service never gives a refund. Only had 3 damaged item in a year and never got a refund. E-Bay said to change carrier?? what do you think??


13 Randy

How long should I wait to file a claim for a missing package? I sent Gold coins to a dealer, and insured it for 5000 dollars, even though I paid 5800, how long should I wait before I file a claim


14 Brandon

Glad you had a good experience with this. I am still in a nightmare of a process that has been going on since early July.
Filed claim and got the letter to take the item (iMac) to local PO. Local PO didn’t know they were supposed to keep the item. They gave it back to me and said someone would contact me.
Contacted 30 days later to tell me my claim was denied because they didn’t do anything. Was told to take back to PO and have them send form. Was not told to file an appeal yet.
Took back to local PO where they finally did the correct process.
Waited 4 days and saw no change. Was told to file an appeal. Filed an appeal on 8/23 and it was denied on the same day. I was told that they send the local PO a request for the damage report on 8/15 when I first called after denial but never got the paperwork (EVEN THOUGH THEY HAVE 30 DAYS). Filed 2nd appeal when I realized the denial on 9/2. Called on 9/8 to ask if they had the proper form yet. Was told they were e-mailing the local PO to get the form sent. 2nd claim denied on 9/9. I will keep fighting this because I have done what I can and been given nothing but lazy and uninformed help from USPS. Utterly bewildered how a process could be done so poorly.


15 Lorena

Hello , I just wanted to ask you a question ? My husband file a claim to the PO , because one of their trucks crash his car , my question is how long will take to get an answer from them ??? I will like to add that it was their drivers fault , because he was distracted with his cell phone ….


16 Trista

Your advice doesn’t work on my case. I sent the package via Global Express Guaranteed International(GXG). The package was delayed due to service failure. I wanted to file a claim for postage, but they don’t offer online claim but just a phone number 1800-222-1811 to call for instructions on how to file a claim. However, the agent told me she was going to transfer my line to other agent who handles international claims. I then was told by another agent he handles domestic claim issues only and I should have called 1800-222-1811. What’s a ridiculous!!! GXG is the most expensive way mailing with zero after sales services.


17 Lucy

I made a claim for 375$ showed proof of invoice and provided information about the item. USPS compensated 50$! 50 when the item is worth almost 400$ that is absurd. I appealed it and now I don’t know what to do. How can I debate this when 50$ is nothing and its their ?!


18 Ryan Guina

Lucy, Did you request $375 worth of insurance when you paid postage? The USPS won’t give over a certain amount if you did not pay for additional insurance. I would ask the Post Office employee to explain how the insurance program works, how much coverage you had, and what you can do to have your claim approved. Many employees are willing to work with you. Best of luck!


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