Help and advice

Existing claims

Important note

This help guide is for customer claims who have posted their item via a Post Office, Parcelforce Worldwide depot or for claimants who hold a Parcelforce Business Account (Contract customers).

If your claim relates to a parcel you have booked on parcelforce.com, please follow this link to message one of our live chat operators, who will be able to provide support on your claim.

On this page:

Problems Logging in / Forgotten Password

To login, you need to enter the email address and password you provided when you registered online. If you have not registered yet, please click here.

If you cannot remember your password, please click the link below, where you will be able to reset your password.

https://claims.parcelforce.com/crmselfservice/LostPassword.aspx

Alternatively, you can contact a member of our claims department via email (here) or by phone on 01924 294 280

How to view messages on your claim

To view your messages and recent claims history, please login to the claims portal at the address below using the email address and password you provided when you registered online.

https://claims.parcelforce.com/

If you are having any problems logging in, or cannot remember your password, please see the section above “Problem Logging in / Forgotten Password”.

To find your claim, follow these simple steps;

  1. Find your claim by using the Find Claim tab at the top of the page
  2. Enter your claims reference number, shown at the top of this email. (The reference will begin with the letters ‘WC’ followed by a hyphen (-), and then seven numbers.)
  3. Press the ‘Search’ button to search for your claim. *Tip – Pressing search with all the fields empty will list all of your claims.
  4. Click the claim shown in the search results (blue underlined text) to review your claim. This shows the summary of your claim.
  5. Click the Messages tab at the top of the page to show all of the communications on your claim on your claim. Messages are listed in chronological order, with the newest at the top.

How to respond to and send messages on your claim

Follow the steps shown in the section above, entitled "How to view messages on your claim".

Follow these two additional steps.

  1. Press the ‘New’ Button to create a new message
  2. Type your desired message in the box that opens. To send your message, press the Submit button.

Your message has now been uploaded and is available to view by one of our claims advisors.

How to upload evidence to your claim

To upload receipts, invoices, photos or other evidence to support your claim, please login to the claims portal at the address below using your email address and password you provided when you registered online.

https://claims.parcelforce.com/

If you are having any problems logging in, or cannot remember your password, please see the section above “Problem Logging in / Forgotten Password”.

To find your claim, follow these simple steps;

  1. Find your claim by using the Find Claim tab at the top of the page
  2. Enter your claims reference number, shown at the top of this email. (The reference will begin with the letters ‘WC’ followed by a hyphen (-), and then seven numbers.)
  3. Press the ‘Search’ button to search for your claim.*Tip – Pressing search with all the fields empty will list all of your claims.
  4. Click the claim shown in the search results (blue underlined text) to review your claim. This shows the summary of your claim.
  5. Click the Documents tab at the top of the page to view all your claim documents that have been provided.
  6. Press the New Button to add a new document
  7. Add the details, type of the document and then select the file to upload from your computer. Then press the Submit button.

Your attachment will now have been uploaded and will be directly visible to the claims advisor to process.

How to view payments made on your claim

If you have been sent a message advising your claim has been paid, you can login to your claim and review the payment amount. Please login to the claims portal at the address below your email address and password you provided when you registered online.

https://claims.parcelforce.com/

To find your claim, follow these simple steps;

  1. Find your claim by using the Find Claim tab at the top of the page
  2. Enter your claims reference number, shown at the top of this email. (The reference will begin with the letters ‘WC’ followed by a hyphen (-), and then seven numbers.)
  3. Press the ‘Search’ button to search for your claim. *Tip – Pressing search with all the fields empty will list all of your claims.
  4. Click the claim shown in the search results (blue underlined text) to review your claim. This shows the summary of your claim.
  5. On the blue outlined box named system details you will note that stage (the stage of your claim) should be showing as paid and the amount of total payments shown just below.
  6. *Please note – the Total payments shows any postage payments without VAT, which will be included when payment is made to you by cheque / account credit.

If you wish to send a message to us about the payment, please see the section above – How respond to and send messages on your claim.

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