Safety & Trust
Claims & Insurance
Comprehensive protection for every shipment. Learn how we handle claims and the guarantees we offer to our partners.
The Voala Safety Standard
Trust is the foundation of our business. Every delivery processed through the Voala platform is covered by our specialized professional liability insurance, ensuring peace of mind for both the sender and the recipient.
Full Liability Coverage
Protection against theft, loss, or accidental damage during transit.
Rapid Resolution
We aim to process and resolve all valid claims within 5 business days.
Policy Highlights
Coverage up to 50,000 SEK per shipment
Stockholm region wide protection
Real-time tracking documentation
Electronic proof of delivery (ePOD)
Direct courier accountability
Eligibility for Claims
Understanding when you are eligible to file a claim
Visible Damage
External or internal damage to items or packaging discovered upon delivery.
Missing Content
Discrepancy between the recorded shipment content and what was delivered.
Non-Delivery
Shipments confirmed as delivered but not received by the intended recipient.
Reporting Deadlines
To ensure accurate investigations, claims must be reported within these specific timeframes. Failure to meet these deadlines may result in claim rejection.
Damage: 24 Hours
All damage claims must be filed within 24 hours of delivery.
Loss: 3 Days
Missing shipments must be reported within 3 business days.
Critical reporting windows
How to File a Claim
Follow these three simple steps to start the resolution process
Document Evidence
Take clear photos of the damage, packaging, and shipping label.
Verify Value
Gather the invoice or receipt showing the item's commercial value.
Submit Report
Contact our support team via live chat or email to open a case.
Need Assistance Right Now?
Our support agents are available Mon-Fri, 08:00 - 17:00 to help you with claims and insurance questions.