14 FAH-5 H-800
dpo usps indemnity claims process
indemnity claims
(CT:DPO-40; 07-16-2024)
(Office of Origin: A/LM)
14 FAH-5 H-811 postal insurance coverage
(CT:DPO-14; 08-23-2017)
a. The Office of Diplomatic Pouch and Mail (DPM) recommends that customers consider purchasing postal insurance for any or all items that are valued up to $5,000 and/or fragile. DPM also recommends that customer's review USPS packaging requirements as described in the USPS Domestic Mail Manual (DMM) 600, section 3.0 to minimize possible damages while in transit. The DMM is available online via USPS Postal Explorer at: http://pe.usps.com.
b. Neither the Department nor USPS assumes liability for loss or damage claims for any mail addressed for ZIP Codes 20189 and 20521 (See DMM 703, section 3.3.
14 FAH-5 H-812 purchase of postal insurance
(CT:DPO-32; 07-30-2021)
a. In the event of loss or damage, USPS provides payment to the insured for the article’s actual value when mailed, within the amount covered by the fee paid (See DMM 609, section 4.0).
b. Insurance is included up to $50 in the cost of the postage via USPS Click-N-Ship. If the value exceeds $50 additional insurance is available for an additional fee.
14 FAH-5 H-813 payable claims
(CT:DPO-14; 08-23-2017)
a. Insurance for the loss of or damage to insured mail is payable for the following (See DMM 609, section 4.1):
(1) The article’s actual value when mailed;
(2) The cost of repairing a damaged article or replacing a totally damaged article not exceeding the actual value of the article at the time of mailing or the amount of insurance coverage purchased, whichever is less;
(3) Reasonable costs incurred to prepare documents such as:
(a) Copying service charges;
(b) Notary fees; and
(c) Other direct and necessary expenses or costs, as determined by USPS; and
(4) Postage (not fees) paid for sending damaged articles for repair.
b. Payments for claims are determined solely by USPS. See the USPS website for instructions on filing indemnity claims.
14 FAH-5 H-814 claims not payable
(CT:DPO-32; 07-30-2021)
Insurance is not paid for mail in these situations (See DMM 609, section 4.3):
(1) Evidence of insurance coverage is not provided;
(2) Loss, damage or missing contents that occurred after delivery by the DPO (e.g., down-stream DPO locations serviced via pouch);
(3) Claims based solely on sentimental rather than actual value;
(4) Requested replacement value exceeds the article’s actual value when mailed;
(5) Film items (e.g., positives, negatives, slides, transparencies, videotapes, laser disks, x-rays, magnetic resonance imaging (MRI) prints, computerized axial tomography (CAT) scan prints), the cost of creating or re-creating these items, or the photographer’s time and expense in producing the photographs or images;
(6) Perishable items;
(7) Damaged articles not properly wrapped for protection;
(8) The mailer or addressee fails to cooperate in the completion of required claim forms;
(9) Personal time required to replace documents;
(10) Damage caused by shock, transportation environment, or x-ray, without evidence of damage to the mailing container;
(11) Nonmailable items, prohibited items, or restricted articles seized by the host country or an RSO;
(12) Loss or damage caused by the mailer, the addressee, or the addressee's agent;
(13) Loss or damage caused by war, insurrection, or civil disturbance, or seizure by any agency of government;
(14) Lottery tickets, sweepstakes tickets, contest entries, and similar items;
(15) Mailer refuses to accept delivery of the parcel when returned to sender;
(16) Mail not bearing the complete names and addresses of the mailer and the addressee, or is undeliverable as addressed to both the addressee and the mailer;
(17) Event or transportation tickets (e.g., concert, theater, sport, airline, bus, train, etc.) received by the addressee after the event date;
(18) Software installed on computers that have been lost or damaged;
(19) Damaged articles that are not claimed within the prescribed time limits (see 14 FAH-5 H-816.1 for time limits for filing claims); and
(20) Personal time used to make hobby, craft, or similar handmade items.
14 FAH-5 H-815 who can file an indemnity claim For Damage to or Loss of Contents
(CT:DPO-32; 07-30-2021)
A claim may be filed by (See DMM 609, section 1.3):
(1) Either the mailer or addressee, for damaged articles or articles with some or all of the contents missing; and
(2) Either the mailer or addressee who is in possession of the original retail mailing receipt, or in possession of the online label record or computer printout of the Web-based application as described in USPS DMM 609 section 3.1d.
14 FAH-5 H-816 when to file an indemnity claim For Damaged or Missing Contents
(CT:DPO-40; 07-16-2024)
A claim may be filed as follows (See DMM 609, section 1.4):
(1) Damaged or missing contents: Customers may file a claim immediately but may file a claim no later than 60 days from the date of mailing; and
(2) Lost articles: Customers may file a claim within the time limits in the chart listed below:
|
Type of Service |
File claims no sooner than |
File claims no later than |
|
APO/FPO Priority Mail Express Military Service |
21 days |
180 days |
|
APO/FPO/DPO Insured and Registered Mail |
45 days |
1 year |
|
APO/FPO/DPO Insured Mail |
75 days |
1 year |
NOTE: Express and Registered Mail are not standard DPO offerings. In cases where posts receive complimentary DoD support as outlined in a memorandum of understanding (MOU), the PO may work with their designated DoD point-of-contact for filing an indemnity claim.
14 FAH-5 H-817 THROUGH H-819 UNASSIGNED