What is shipment claim?
A shipment claim is a solution for shippers or recipients to request compensation if an issue occurs during the delivery process, such as package damage or loss.
Claim compensation policy
Shipments with insurance
All insurance costs and claim processes are fully handled by Lion Parcel’s partnered insurance providers.
Package loss or damage will be covered by the insurance company based on the declared item value stated at the time of shipment (air waybill issuance), with a maximum compensation of IDR 150,000,000.
Shipments without insurance
The maximum compensation value is up to 10× the shipping fee stated on the receipt. This policy follows Government Regulation No. 15 of 2013.
How to submit a shipment claim
Lion Parcel’s only official WhatsApp number is 08111 956 1000. Be cautious of messages from unofficial contacts.
Report the issue
Delay: Max. 7 days after package is received
Damage: Max. 7 days after package is received
Loss: Max. 30 days from shipment receipt issuance
Fill out the claim form
Upload all required supporting documents
Claim review process
Verification will take a max. 7 business days
Report the issue
Delay:
Max. 7 days after package is received
Damage:
Max. 7 days after package is received
Loss:
Max. 30 days from shipment receipt issuance
Fill out the claim form
Upload all required supporting documents
Claim review process
Verification will take a max. 7 business days
Fill out the claim form
Please review the 3 issue categories below before submitting a claim:
Delayed shipment
If your shipment is delayed, please report it within 7 days after the package is received.
Damage shipment
If your shipment is damaged, please report it within 7 days after the package is received.
Lost shipment
If your shipment is lost, please report it within 30 days from the shipment receipt issuance date.
Fill out the claim form
Fill in the details and upload documents to submit your claim.
1
Complete the claim form
Click the submit shipment claim button and fill in all required details in the claim form.
Upload ID card photo (KTP)
Upload a photo of a valid ID card (KTP), either from the shipper or the recipient.
2
3
Upload bank account cover photo
Ensure the name shown on the bank account cover matches the name on the uploaded ID card.
Upload proof of transaction
Upload an invoice, purchase receipt, payment receipt, Transfer proof, or transaction chat history. For damaged shipments, please also upload clear photos of damaged packaging and damaged item contents.
4
5
Submit the claim & wait for review
Click submit and wait for the review process, which takes a max. 7 business days. You can track your claim status by clicking Track claim.
We’re here to help with your shipment claim
Fill in the details and upload documents to submit your claim.
Submit shipment claim
Track claim