Understanding TUNL Shipment Protection: Coverage and Claims
This article explains TUNL's Shipment Protection service, which covers lost, damaged, or stolen shipments. It outlines its benefits, how to activate it, and how to file a claim.
Although we try our best to ensure delivery of your shipments, things sometimes go wrong. TUNL offers shipment protection to help you cover any potential losses.
Shipment Protection costs 2.5% of the value of the goods.
We charge for Shipment Protection in Rand, with a minimum charge of R50.
The insurance charge will appear on your invoice as a separate line item labelled "Shipment Protection".
Note: Shipment protection costs are billed upfront and cannot be refunded after the shipment has been dispatched/collected.
What: Loss, theft, and damage.
Location: Anywhere to everywhere
Coverage: Up to $15,000 (roughly R280 000).
Shipping costs
Duties and taxes
Personal goods
Gifts
Samples
Promotional Items
High-value Jewellery
When booking your parcels through the platform you can add the value of the goods that you wish to protect:
Please note that the minimum cost for Shipment Protection is R50 which covers you for up to R2,000 worth of goods.
Contact support@tunl.to as soon as you become aware that your parcel is lost, damaged or stolen. Do not contact our carriers - we will file a claim on your behalf.
All claims regarding damage are to be completed within thirty (30) days of creating your shipping label.
All claims regarding loss and theft are to be completed within thirty (30) to ninety (90) days of creating your shipping label.
Please fill out this short claim form: https://form.jotform.com/242354211149045
A lost shipment is any shipment that has no tracking update after 30 days
Required:
Accurate claim form
Customer outreach stating the lost of package
Invoice (Original Sales Invoice, not your Commercial Invoice)
Any shipment that has tracks as delivered, but has arrived damaged.
Deadline: Within thirty (30) days of creating your shipping label
Required:
Accurate claim form
Customer outreach stating the damage to the package
Invoice to show the value of goods damaged (Original Sales Invoice, not your Commercial Invoice)
Photos clearly showing damage to the product(s) and packaging photos
Additional evidence that may be requested:
Pre-shipment photos
Proof of salvage value
Any shipment that has tracks as delivered, but was not received by the end customer 30 days after the shipping label was created. Theft can also include misdeliveries where the parcel was delivered to the incorrect address.
Required:
Mandatory evidence (Police report, Security footage, Carrier letter)
Accurate claim form
Customer outreach stating the lost package (Could be a PDF or a screenshot)
Invoice (Original Sales Invoice, not your Commercial Invoice)
Once you submit a claim with all required evidence, TUNL will review the documentation and liaise directly with the carrier and shipment protection provider.
While your claim is being processed, the invoice will still reflect on your account as 'awaiting payment' and you may still receive payment reminders.
If the claim is approved, the shipment protection payout will be credited to your account under the line item "Shipment protection payout". This can be applied to future shipments.
If the claim is denied by the carrier or insurance provider, TUNL will notify you and no credits or refunds will be applied to your account.
Any associated charges for replacement goods or services will remain on your account.
Minimises Risk: Protects your business from unexpected losses due to damaged, lost, or stolen goods.
Supports Cash Flow: Ensures you’re not left covering the cost of replacements out of pocket.
Improves Customer Experience: Demonstrates reliability by addressing issues promptly.
You can cancel your shipment on your profile and rebook it with shipment protection. Please note that this has to be done before your parcel is collected.
If you cancel a shipment before dispatch, any insurance charges will be credited to your account.
TUNL’s insurance does not cover duties, taxes, or other international fees. Only the declared value of the goods will be eligible for insurance.
Where can I see shipment protection-related charges and payouts?
All insurance charges and payouts will be visible on your TUNL invoices or credit notes, with clear line-item descriptions.
At TUNL, we aim to make the insurance process straightforward and transparent, so you can focus on running your business. For any questions about your billing or accounting related to insurance, feel free to contact us.
Keywords: Shipment Protection | Insurance | Damage | Claim | Coverage | Shipment protection coverage | Lost or damaged shipment claims | TUNL insurance | How to file a shipping claim | Shipment protection activation | Shipping risk management
Although we try our best to ensure delivery of your shipments, things sometimes go wrong. TUNL offers shipment protection to help you cover any potential losses.
What does it cost?
Shipment Protection costs 2.5% of the value of the goods.
We charge for Shipment Protection in Rand, with a minimum charge of R50.
Billing Process:
The insurance charge will appear on your invoice as a separate line item labelled "Shipment Protection".
Note: Shipment protection costs are billed upfront and cannot be refunded after the shipment has been dispatched/collected.
What is covered?
What: Loss, theft, and damage.
Location: Anywhere to everywhere
Coverage: Up to $15,000 (roughly R280 000).
What is not covered?
Shipping costs
Duties and taxes
Personal goods
Gifts
Samples
Promotional Items
High-value Jewellery
How do I add Shipment Protection to a package?
When booking your parcels through the platform you can add the value of the goods that you wish to protect:
Please note that the minimum cost for Shipment Protection is R50 which covers you for up to R2,000 worth of goods.
When do I file a claim?
Contact support@tunl.to as soon as you become aware that your parcel is lost, damaged or stolen. Do not contact our carriers - we will file a claim on your behalf.
All claims regarding damage are to be completed within thirty (30) days of creating your shipping label.
All claims regarding loss and theft are to be completed within thirty (30) to ninety (90) days of creating your shipping label.
How do I file a claim? And what is required?
Please fill out this short claim form: https://form.jotform.com/242354211149045
Loss
A lost shipment is any shipment that has no tracking update after 30 days
Required:
Accurate claim form
Customer outreach stating the lost of package
Invoice (Original Sales Invoice, not your Commercial Invoice)
Damage
Any shipment that has tracks as delivered, but has arrived damaged.
Deadline: Within thirty (30) days of creating your shipping label
Required:
Accurate claim form
Customer outreach stating the damage to the package
Invoice to show the value of goods damaged (Original Sales Invoice, not your Commercial Invoice)
Photos clearly showing damage to the product(s) and packaging photos
Additional evidence that may be requested:
Pre-shipment photos
Proof of salvage value
Theft
Any shipment that has tracks as delivered, but was not received by the end customer 30 days after the shipping label was created. Theft can also include misdeliveries where the parcel was delivered to the incorrect address.
Required:
Mandatory evidence (Police report, Security footage, Carrier letter)
Accurate claim form
Customer outreach stating the lost package (Could be a PDF or a screenshot)
Invoice (Original Sales Invoice, not your Commercial Invoice)
WHAT HAPPENS AFTER YOU FILE A SHIPMENT PROTECTION CLAIM?
1. Claim Filing Process:
Once you submit a claim with all required evidence, TUNL will review the documentation and liaise directly with the carrier and shipment protection provider.
While your claim is being processed, the invoice will still reflect on your account as 'awaiting payment' and you may still receive payment reminders.
2. Claim Assessment Process:
If the claim is approved, the shipment protection payout will be credited to your account under the line item "Shipment protection payout". This can be applied to future shipments.
If the claim is denied by the carrier or insurance provider, TUNL will notify you and no credits or refunds will be applied to your account.
Any associated charges for replacement goods or services will remain on your account.
WHY SHIPMENT PROTECTION IS IMPORTANT FOR YOUR FINANCES
Minimises Risk: Protects your business from unexpected losses due to damaged, lost, or stolen goods.
Supports Cash Flow: Ensures you’re not left covering the cost of replacements out of pocket.
Improves Customer Experience: Demonstrates reliability by addressing issues promptly.
BILLING FAQ FOR SHIPMENT PROTECTION
What if I forget to add shipment protection to my shipment?
You can cancel your shipment on your profile and rebook it with shipment protection. Please note that this has to be done before your parcel is collected.
How are shipment protection costs refunded if the shipment is cancelled?
If you cancel a shipment before dispatch, any insurance charges will be credited to your account.
What fees are covered for international shipment?
TUNL’s insurance does not cover duties, taxes, or other international fees. Only the declared value of the goods will be eligible for insurance.
Where can I see shipment protection-related charges and payouts?
All insurance charges and payouts will be visible on your TUNL invoices or credit notes, with clear line-item descriptions.
At TUNL, we aim to make the insurance process straightforward and transparent, so you can focus on running your business. For any questions about your billing or accounting related to insurance, feel free to contact us.
Keywords: Shipment Protection | Insurance | Damage | Claim | Coverage | Shipment protection coverage | Lost or damaged shipment claims | TUNL insurance | How to file a shipping claim | Shipment protection activation | Shipping risk management
Updated on: 17/02/2025
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