Hey guys just wanted to share my experience with UPS claims. So back in December, I shipped a low cost piece of framed art to my grandma. I re-used a shipping box that another artwork came in from the same art gallery. Needless to say a few days after shipping it, I get a damaged in shipping notification. It gets returned to me and the glass had shattered but otherwise the art and frame appear undamaged, though there was some scrapes on the custom matting. No biggie.
I call UPS as it gave an error in the app to start a claim. Have you tried getting a hold of a live person? Basically I had to enter an incorrect tracking number to get some where beyond the automated system. Anyway, finally get to a live person and then get transferred to their claims department.
There it is explained that since the damage was found during the shipping process, they already started the claim (but because I’m not a commercial shipper it didn’t appear on my end?) Anyway they email me the claim paperwork which came with the “insufficient packing denial” letter. After research it was found to be a standard denial letter and to call again and request to escalate/appeal it.
After getting this “standardized” denial, I called again. It was explained that basically, apparently the box, that is used to ship art pieces worth $10’s of thousands of dollars is not “certified” as it didn’t have a shipping certification stamp.
So after talking with them, I requested to appeal it and the guy said we’ll give you a one time exception and approve the claim, you just need to fill out this paperwork explaining the value.
This is where it got tricky. They wanted proof of original price paid for everything. For the art this was no problem, however I had added the frame and some custom matting to this art and I’m not a receipt keeper. So I’m thinking “great, this will get denied as I have no proof of additional cost”. So I ended up going to the website of the place I bought the frame from and submitted a copy of the frame webpage. I had nothing to show for the custom matting.
Anyway, UPS accepted most of what I sent and I got a refund for the frame and shipping. I didn’t get the matting but that’s neither here nor there. I also didn’t claim the art as it appeared undamaged. So yea, if you have a claim with them, don’t get discouraged by the initial denial. But the biggest thing is be honest and I think the fact that I was polite and courteous (no matter how frustrating the automated system was) also helped the situation. Just sharing an experience. With livestock? YMMV.
I call UPS as it gave an error in the app to start a claim. Have you tried getting a hold of a live person? Basically I had to enter an incorrect tracking number to get some where beyond the automated system. Anyway, finally get to a live person and then get transferred to their claims department.
There it is explained that since the damage was found during the shipping process, they already started the claim (but because I’m not a commercial shipper it didn’t appear on my end?) Anyway they email me the claim paperwork which came with the “insufficient packing denial” letter. After research it was found to be a standard denial letter and to call again and request to escalate/appeal it.
After getting this “standardized” denial, I called again. It was explained that basically, apparently the box, that is used to ship art pieces worth $10’s of thousands of dollars is not “certified” as it didn’t have a shipping certification stamp.
So after talking with them, I requested to appeal it and the guy said we’ll give you a one time exception and approve the claim, you just need to fill out this paperwork explaining the value.
This is where it got tricky. They wanted proof of original price paid for everything. For the art this was no problem, however I had added the frame and some custom matting to this art and I’m not a receipt keeper. So I’m thinking “great, this will get denied as I have no proof of additional cost”. So I ended up going to the website of the place I bought the frame from and submitted a copy of the frame webpage. I had nothing to show for the custom matting.
Anyway, UPS accepted most of what I sent and I got a refund for the frame and shipping. I didn’t get the matting but that’s neither here nor there. I also didn’t claim the art as it appeared undamaged. So yea, if you have a claim with them, don’t get discouraged by the initial denial. But the biggest thing is be honest and I think the fact that I was polite and courteous (no matter how frustrating the automated system was) also helped the situation. Just sharing an experience. With livestock? YMMV.
