As a Sender, you must file a claim within three (3) business days of the Gig being delivered. To file a claim:
- Collect proof of value documentation for the items that are part of the claim.
- Collect pictures of the items that are part of the claim.
- For a claim related to damaged items, obtain and keep the damaged items. If Roadie pays out on a claim, Roadie may, in its sole direction, elect to not pay the claim until it is allowed to collect the damaged items.
- Fill out all fields on the claim form (found as an attachment below).
- Email the completed claim form, proof of value documentation, and all pictures of the damaged items to claims@roadie.com.
When submitting a claim, you must complete a claim form in its entirety and fully cooperate with Roadie in investigating the claim. Additionally, you must provide such information and documentation as Roadie shall reasonably request. Roadie will have no liability to you, and no responsibility to pay on your claim, if you do not cooperate with Roadie in investigating the claim.
After reviewing the completed claim form and any supporting documentation, Roadie will notify you of its decision and any amount to be paid to you. After you sign a simple release, Roadie will issue you a check or credit your invoice, if applicable. Roadie’s decision regarding your claim is final and cannot be appealed.
Roadie, Inc. Claim Form Instructions & FAQs
Review the following FAQs for information about the claim resolution process.
Who can file a claim?
The Gig Sender (the person who created the Gig within the Roadie app) is the only person who can file a claim.
How do I file a claim?
Follow the three easy steps listed below to file a claim through Roadie, Inc.
Step 1: Fill out the Roadie Claim Form.
Step 2: Collect the following:
- If item is damaged – Photographs of the damaged item, along with all documentation related to the proof of value of item (retail and wholesale price). This could include copy of original invoice, copy of retail receipt, email correspondence with final order confirmation, screen of online order with proof of payment, appraisals, expense statements, or any other applicable documentation.
- If item is damaged – Collect and keep the damaged item in its current state until the claims process has been completed.
- If item is missing – All documentation related to the proof of value of item (retail and wholesale price). This could include copy of original invoice, copy of retail receipt, email correspondence with final order confirmation, screen of online order with proof of payment, appraisals, expense statements, or any other applicable documentation.
- If item is perishable – All documentation related to the proof of value of the item (retail price). This could include a copy of original invoice, copy of retail receipt, email correspondence with final order confirmation, screen of online order with proof of payment, appraisals, expense statements, or any other applicable documentation. Roadie will reimburse a percentage of retail value based on item category. Maximum reimbursement is $100 per the Roadie Protection Plan.
- Police report (if investigated by police)
Step 3: Email the completed Claim Form, along with the associated documentation, to claims@roadie.com. Include your email address and phone number in all email correspondence.
What should I do if property damage occurs during a delivery?
The Gig Sender (the person who created the Gig within the Roadie app) is the only person who can initiate a property damage claim. Please submit all reports of property damage to claims@roadie.com.
The following should be included in your correspondence:
Support ID, Claimant’s Name, Claimant’s Email Address, Claimant’s Address, a summary of the incident, and any photos related to alleged damage. Roadie will follow up directly with the claimant to investigate the claim further.
When should I file a claim?
Claims should be filed as soon as loss or damage is discovered. Claims must be filed within three business days of the Gig being delivered.
How long will the claim resolution process take?
Claims are resolved in the order they are received and will be completed as soon as possible.
What should I do with damaged packages or merchandise?
Please keep all damaged packaging and/or merchandise until the claims process is resolved.
How do I get updates on my claim?
If you would like updates on your claim please send an email to claims@roadie.com.
What happens when Roadie, Inc. agrees to pay on my claim?
Roadie, Inc. will notify you of its decision and the amount to be paid to you. After you sign a simple release, Roadie will issue you a check or credit your invoice, if applicable. The decision of Roadie, Inc. is final and cannot be appealed.
If you need additional assistance, you can always contact us via chat on the website.