Making sure you're covered - New Zealand Post

When the whole item goes missing
Service
Who to make your
claim with
Sending within New Zealand
Letters, postcards, Standard and Tracked parcels
New Zealand Post
Courier and Courier & Signature parcels
and RegisteredPost
CourierPost
Sending overseas
International Economy and International Air
New Zealand Post
International Economy Courier and
International Express Courier
New Zealand Post
What you need to tell us
When making a compensation claim, you need to provide
us with the following information (where applicable):
• time, date and place of posting
• sender and addressee details
• proof of posting – receipts or invoices
• evidence of the value of the item, such as the cost
or replacement price, receipts or valuation notice
(an online auction number is fine for these purposes)
• tracking number
• sender’s copy of the consignment note or
customs declaration
• GST number.
Other things you need to know
• When a claim is accepted, we will pay you, up to the
compensation limit for each service, the lesser of:
– the value or declared value of the item
– an indemnity value as determined by us
– the cost of repairing the item.
• We individually investigate each claim, which means
resolution may not be immediate and some international
investigations may take several months to complete.
• If you’re claiming compensation for second hand goods that
you have sold (e.g. on online auction sites), compensation
payment will be based on the sale price.
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