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File a KITT Claim

A customer filling out shipment details while using the KITT Livraison Express claims portal

Experiencing a lost or damaged shipment? We’re here to make it right — quickly and hassle-free.
Submit your claim details and our dedicated support team will immediately begin investigating to ensure a fast resolution.

Start a Claim →
delivery man delivering parcel female customer

What to Know Before You File a Claim

How to File a Claim

Log in to your KITT Livraison Express account to access your claims dashboard — ideal for businesses managing multiple shipments. If you’re a recipient or third-party shipper, you can also file as a guest for a quicker, one-time process.

What to Keep in Mind

Have your tracking number ready before filing. Keep a copy of your invoice or proof of value for the shipment. If your package is damaged, retain all packaging and contents until your claim is fully processed.

When to File a Claim

Start your KITT Claim within 60 days of the scheduled delivery date for any lost or damaged shipment, or if a C.O.D. (Collect on Delivery) payment was not received. The sooner you file, the faster we can resolve your issue.

Claim Review Process

Stay Updated

If you’re the recipient, please contact the shipper for real-time updates about your claim status. If you’re the shipper, simply log in to your KITT Claims Dashboard to track progress, upload files, or respond to any requests from our team.

Wait for a Resolution

Most claims are resolved within 8–10 business days, provided all necessary information has been submitted. If additional investigation is needed, we’ll notify you immediately to keep you informed every step of the way.

Check Your Email

Once your KITT Claim is submitted, our team begins reviewing it right away. During this time, the shipper may receive time-sensitive email notifications requesting additional details, documents, or photos to help us process your claim faster.

Claim Resolution

Resolution Status

Stay informed as your KITT Claim moves toward completion. You’ll receive email notifications with updates on your claim’s progress and final decision. If you’re the shipper, you can view detailed status updates anytime by logging into your KITT Claims Dashboard.

Payment Documentation

Once your claim is approved, we may request payment verification documents to confirm processing details. Upload these directly through your dashboard for faster turnaround.

Receiving Payment

After your documents are received and validated, claim payments are typically issued within 3 business days. Funds are sent directly to the shipper to ensure quick and secure reimbursement.

FAQs

To receive your claim payment through Electronic Funds Transfer (EFT), simply register using the secure link sent to your email once your first EFT-eligible claim has been approved.
After setup, all future claim payments will be deposited directly into your registered account — safely and conveniently.

There are a few possible reasons:

🔒 Shipper Restriction
The shipper’s account may have restrictions that prevent recipients or third parties from submitting claims. Please contact the original shipper for assistance.

✅ Account Authentication Required
Your account might not yet be authenticated in our system. To verify:

  1. Go to Payment Options in the upper right-hand corner.

  2. Select Existing Account under Add Payment Method.

  3. Click Add and follow the prompts to register your account number.
    If you’re using a business or partner portal, contact your account representative to help link your shipping account.

📦 Released Packages
Packages marked as “Released without Signature” (either through your delivery preferences or building release) aren’t eligible for lost shipment claims.

🕒 Past Liability Window
Each country has a specific time limit for claim submission. Claims filed after this period may not be accepted.

🔁 Ongoing Investigation
If a claim is already open for your shipment, a new one cannot be submitted until the first is resolved.

Most shipping issues come from improper packaging or unclear labeling. To keep your packages safe:

  • Use boxes that are the right size for your items.

  • Provide ample cushioning around contents.

  • Place labels flat and clearly visible on the largest surface.

  • Include complete delivery instructions to avoid misdelivery.

Following these steps helps ensure your shipment reaches its destination safely and intact.

During the claim review, please upload three clear photos:

  1. The damaged item and how it was packaged inside the box.

  2. A close-up of the shipping label showing the tracking number.

  3. The outside of the package, including visible damage.

Also include the box dimensions (height, length, width).

When describing your shipment, be as precise as possible. Include:

  • Brand name, model, color, serial number, size, or quantity

  • Container or packaging type

  • Any unique identifying details (serial numbers are required for electronics over $500)

Examples:

  • Clothing: Polo pajama set, navy blue, size M

  • Beauty Products: 5 Avon Sunscreen Lotion SPF 40, 3 oz, yellow/red tube

  • Books: 5 textbooks, “Spectrum Science,” paperback, Frank Schaffe publisher

  • Electronics: Lenovo IdeaPad 330, 15.6”, Intel i3, 4GB RAM, 1TB HDD, Platinum Grey

A clear description helps our team locate, verify, and resolve your claim faster — especially during “Lost and Found” investigations.