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A streamlined and centralized customer claims process was launched on April 6 to improve consistency and convenience. Customers have three options to file domestic insurance claims: online, by mail, or in person at any Post Office. Claims for all domestic services, except COD and Registered Mail, can now be filed online. All claims — domestic insurance, Express Mail, Registered Mail, or Collect on Delivery (COD) — submitted at local Post Offices are sent to Accounting Services in St. Louis.
Customers are no longer required to take damaged items to a Post Office. However, they must retain damaged items and packaging until claims are resolved. In some cases, they may be asked to submit the items to their local Post Office for inspection and disposition according to the claims decision.
These changes should reduce claims resolution time and improve customers’ experiences. In addition to improvements to the claims process, the domestic and international claim forms were simplified and combined into a single form.
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