JTLGo Cargo Insurance & Claims Policy

• To protect customers’ cargo during international transport, JTLGo offers two protection options at the customer’s choice: insured shipping and uninsured shipping.
• Shipping insurance is an optional value-added service. Customers must decide whether to buy insurance before the cargo is dispatched; once cargo has left, insurance cannot normally be added and the insured amount cannot be increased.
• All claims are based on the loss that actually occurred and on facts that the insurer, the actual carrier or JTLGo can verify. Customers must provide true and valid proof of goods value and related documents.
• In no case will compensation exceed the actual loss the customer can prove with valid purchase records, commercial invoices, payment records and similar documents.

2.1 Premium rate and insured amount

JTLGo currently applies one uniform premium rate and one set of insurance rules:

Because the insurer applies a 10% deductible, JTLGo normally sets the insured amount at 110% of the actual goods value so that the insurable value is covered as fully as possible; the insured amount per shipment never exceeds USD 1,000.

2.2 Maximum insured amount

• The insured amount per shipment is capped at USD 1,000. It is normally 110% of the actual goods value; where that exceeds USD 1,000, the cap applies.
• The maximum insured amount is only the upper limit that can be declared to the insurer; it is not a fixed payout. The final payout never exceeds the actual loss the customer can prove with valid documents and is determined by the insurer according to the cover, the deductible policy and its investigation.
• Where the formula cannot fully cover the goods value, the customer must tell JTLGo before dispatch and assess the uncovered risk themselves. Unless JTLGo or the insurer confirms otherwise in writing, value above USD 1,000 is outside this cover; declaring false values or using other misrepresentation to bypass insurer or carrier limits is not permitted.

2.3 Scope of cover

Cover principle: Loss Only — lost cargo is covered, damaged cargo is not.

The insurance mainly covers the following situations during transport, as confirmed by the insurer’s or the actual carrier’s investigation:

• loss of the whole shipment;
• loss of part of the shipment.

Cargo that is damaged but not actually lost is outside the current loss-only cover.

2.4 Claims for insured cargo

• When cargo is lost within the scope of cover, JTLGo assists the customer in filing the claim with the insurer.
• The customer must provide proof of value, purchase records, commercial invoices, payment proof, packing details and any other documents the insurer requires.
• Liability and the payout amount are determined by the insurer under its policy terms, the actual loss, the insured amount, the deductible policy and its investigation.
• JTLGo arranges the cover, submits documents and follows up the claim; the insurer’s final assessment is the basis of any payout.

• By choosing not to buy shipping insurance, the customer acknowledges and accepts the transport risk of uninsured cargo beyond the basic compensation.
• If all or part of the cargo is lost during transport and this is confirmed by JTLGo and the actual carrier, JTLGo helps the customer investigate and apply for basic compensation.

For cargo clearly worth more than USD 100, JTLGo therefore recommends buying shipping insurance before dispatch.

• Insured cargo: handled under the insurer’s policy terms, the actual lost value, the insured amount and the final assessment.
• Uninsured cargo: handled at the provable lost value, with a cumulative maximum of USD 100 per shipment.
• When one waybill or shipment contains several parcels, cartons or products, the USD 100 limit is not multiplied by the number of parcels or products.

Damage situations: broken, crushed or deformed outer packaging, moisture, broken, scratched or deformed products, internal damage, and any other damage without actual loss. These are outside JTLGo’s current loss-only insurance.

If the recipient finds obvious damage or anomalies at delivery, act immediately:

1. Photograph or film at the point of delivery. Record the outer packaging, the shipping label, every side of the carton, the damaged areas and the condition of the goods after opening as completely as possible.
2. Keep the original packaging and the damaged goods. Do not discard cartons, cushioning, labels or damaged items until the local carrier has finished its investigation.
3. Note the anomaly when signing, if possible. Mark “Package Damaged” or “Cargo Damaged” on the delivery receipt or in the carrier’s system before signing.
4. Contact the local delivery carrier at once. File a damage complaint and request investigation and compensation before the carrier’s complaint and claim deadlines expire.
5. Send the materials at the same time. Send photos, videos, the tracking number, the damage details and supporting documents to both the local carrier and JTLGo without delay.

JTLGo will actively assist within reason, including providing available shipping documents, commercial invoices, packing details and other documents the carrier requires, and helping the customer communicate with the carrier and follow the claim.

Liability and the final compensation for such damage are decided by the actual carrier under its terms, scope of liability and investigation. JTLGo will do its best to help but does not guarantee that the carrier will accept the claim, pay, or pay any particular amount.

Unless the insurer or the actual carrier has agreed cover or compensation in writing, the following are in principle outside JTLGo’s basic compensation:

• damage to cargo or outer packaging without loss of the cargo — handled as a complaint and claim to the actual carrier under section 5;
• time loss or indirect economic loss caused by transport delays, flight or vessel delays, port congestion, customs inspection and similar;
• detention, return, destruction, fines or other loss caused by customs policy, import restrictions, the recipient’s import eligibility, product certification or declaration issues;
• loss caused by wrong, incomplete, false or mismatched information from the customer, supplier or recipient;
• product quality problems, malfunction, wrong specification, wrong quantity or wrong goods sent by the supplier;
• damage caused by insufficient supplier packaging or packaging unfit for international transport;
• loss caused by the customer or supplier concealing the true product name or nature, or shipping prohibited, dangerous or restricted goods without JTLGo’s confirmation;
• return, abandonment or other loss caused by the recipient refusing delivery, wrong address or contact details, an unreachable recipient, unpaid duties or failure to cooperate with customs clearance in time;
• loss caused by war, riot, natural disaster, government action or other force majeure that the insurer’s or carrier’s terms expressly exclude.

• The customer and the supplier are responsible for packaging that suits the goods and meets international transport requirements.
• For fragile items, precision equipment, high-value goods and goods that deform easily, ask the supplier to reinforce the packaging for international transport before shipping, or ask JTLGo to assess repacking or reinforcement once the goods reach the JTLGo warehouse.
• If JTLGo finds the original packaging clearly unfit for international transport, it will alert the customer where possible and suggest packaging options.

When cargo is lost or a damage investigation with the actual carrier is needed, the customer must promptly provide documents including but not limited to: the international tracking number, the purchase order, the commercial invoice, proof of payment, product name / model / quantity, proof of goods value, the packing list, photos or video of the goods before dispatch, photos or video of the packaging and goods at delivery, a list of damaged or missing items, and any other evidence the insurer or carrier requires.

If the customer cannot provide reasonable, valid proof of value, the insurer, the carrier or JTLGo may determine the value from what can be verified.

• On discovering loss, a quantity discrepancy, damaged packaging or damaged products, photograph the evidence immediately, notify JTLGo and report to the local delivery carrier.
• Insurers, couriers, airlines, trucking companies and other carriers have different claim deadlines, so register the anomaly and submit evidence as soon as possible.
• The specific insurance claim deadline, carrier complaint deadline and investigation period follow the rules of the insurer or carrier concerned.
• JTLGo will actively help submit documents and follow up, but the time the insurer and carrier need to investigate, review and pay is not part of any transit time JTLGo commits to.

• By buying shipping insurance, the customer agrees to the insurer’s policy terms, scope of cover, deductible policy and final assessment.
• By not buying shipping insurance, the customer confirms awareness of the uninsured transport risk and accepts that, for confirmed loss, compensation for uninsured cargo is at most USD 100 per shipment and never more than the provable actual loss.

For quick lookup only; liability is determined by the full policy above and the final review of the insurer or actual carrier.