USPS is an independent agency of the executive branch of the United States federal government responsible for providing postal service in the U.S., including its insular areas and associated states. It is one of just a few federal entities expressly allowed by the United States Constitution.
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If you sent a package inside the U.S. that was lost, damaged, or had broken or missing pieces and it was covered by insurance, learn how to file an “indemnity claim.” Your insurance may have been included with the USPS® service or purchased separately. Eligible items include:
- Priority Mail Express® items and other insured mail
- Collect on Delivery (COD) items
- Registered Mail® items with insurance
How to File a Claim
Either the sender or the recipient may file a claim for insured mail that is lost, arrived damaged, or was missing contents. The person filing must have the original mailing receipt. Each claim must be filed within a certain time period and include proof of insurance, value, and damage.
NOTE: These instructions do not include all the details and exceptions in the Postal Regulations in the Domestic Mail Manual (DMM®).
Filing Indemnity Claims (DMM 609)
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Step 1: Check Filing Periods
Each mail service has a different filing period. The filing period is based on the mailing date on your receipt and whether your package arrived damaged.
Step 2: Gather Your Documents
Including the right documentation with your claim helps USPS® approve it more quickly. Save all your evidence documents until your claim is resolved.
Step 3: File Your Claim
The fastest and easiest way to file your claim is online. If you cannot file a claim on USPS.com, you can start a claim process by mail. After you file, keep all your evidence documents until the claim is resolved.
After You File – Next Steps
USPS Accounting Services determines whether to pay a claim in full or in part, or to deny a claim.
Claims Decisions
Due to COVID-19 impacts, USPS is experiencing delays in processing claims. Please allow additional time for your claims decision. You can also check Claim History in your USPS.com account for updates.
- Claim processing times depend on whether an item is damaged or lost.
- Claims for damaged items are usually processed more quickly than lost mail claims.
- Before processing lost mail claims, USPS will first perform a Missing Mail Search.
Approved Claims
- Your claim may be completely approved or approved in part. After your claim is approved, you should receive payment for the claim amount in 7-10 business days.
- USPS does not pay a claim higher than an item’s actual value.
Denied Claims
- Claims can be partially or fully denied.
- Your decision letter will list the reasons for the denial.
Making an Appeal
If your refund was only partially paid or completely denied, you may file an appeal within 30 days of receiving the decision.
First Appeal
- Submit your appeal the same way you submitted the original claim, whether online or by mail. You can start an online claim from your Claim History.
- Focus your appeal on the reasons your claim was denied.
- You may submit new documentation to support your appeal.
Final Appeal
If your appeal is denied, you can file a second appeal within 30 days of the date you received the appeal denial. Follow the same process for final review as for your first appeal.