File a Coverage Claim
Last updated: June 4, 2026 · Effective Date: July 3, 2026 (material changes published June 3, 2026 — 30-day notice per Terms §13)
What this is: GrailGuard's Coverage Policy is a contractual loss-coverage promise we make to you under our Terms of Service. It is funded by GrailGuard's own reserves. It is not insurance and GrailGuard is not an insurance company. You retain title to and insurable interest in your item throughout transit; your own homeowner's, fine-art, or commercial-property insurance (if any) remains the first-party coverage on the item itself.
Our role: We act solely as a bailee for hire under California Commercial Code Division 7 — we take physical possession solely to transport and deliver your item on your behalf. We owe you the duty of reasonable care of a commercial bailee for hire during that bailment, subject to the limits in Sections 5 and 11 of our Terms. See Terms §1A (Title, Custody, and Our Role) for the full framing. If we fail that duty and you suffer a loss, this Coverage Policy is how we make you whole, up to the declared value you provided at booking (subject to the limits and exclusions in our Terms).
We take every claim seriously. Our team will acknowledge your submission within 1 business day, complete our investigation within 10 business days of a complete submission, and pay approved claims within 15 business days of approval. Claims must be filed within 7 days of delivery for visible damage (30 days for concealed damage); see the standalone Coverage Policy for the single-window claim-summary table and complete claim-filing windows across all document layers.
Our Claims Process
| Claim type | Window |
|---|---|
| Visible damage at delivery | Refuse at handoff, or file within 7 days |
| Item-identity / wrong item | 24 hours from signing |
| Concealed damage | 30 days (7 days under signed Release; longer applies) |
| Non-delivery / loss | 30 days from scheduled delivery |
Full single-window summary across all document layers (Delivery Release (current version) + Coverage Policy + sub-bailee tariffs) at /coverage-policy.html. Where two windows cover the same claim, the longer applies.
- Claim windows vary by claim type — see the "Claim windows at a glance" table above. Visible damage: refuse at handoff, or file within 7 days of delivery. Loss / non-delivery: 30 days from scheduled delivery. Concealed damage: 30 days from delivery under the Coverage Policy (7 days under a signed Delivery Release — the longer window controls). Item-identity / wrong item: 24 hours from signing.
- Have your tracking number ready
- Photo evidence strongly recommended
- Reimbursement is anchored to the value you declared accurately at booking — published coverage scales up to $500,000 declared. Items above that are handled via custom quote.
- What you get back: if your item is delivered but damaged, you receive the declared-value coverage for the damage (the service fee is kept, since the delivery was performed). If your item is a total loss or never delivered, you receive the declared-value coverage and a refund of the service fee — we charged to deliver and did not deliver. See Refund & Cancellation Policy §3.
A complete claim submission includes the following. Submissions missing any item below will be acknowledged but the investigation clock does not start until the file is complete. Items marked (★) are required for every claim; others are required for the claim categories indicated.
- (★) Tracking number — exactly as shown on your booking confirmation.
- (★) Photographic evidence of the alleged condition — EXIF-timestamped photos taken at the point of delivery or as soon as the issue was observed. Attach directly (not as screenshots — screenshots strip EXIF metadata).
- (★) A clear written description — what is missing, damaged, or wrong; when you first observed it; and what action (if any) you took at the moment of delivery.
- Declared-value receipt — the booking confirmation showing the declared value (we already have this server-side; provide a copy for your record).
- Authenticity / appraisal documentation — recommended for declared values above $50,000 (original COA, PSA / BGS / SGC cert, third-party appraisal, or auction-house provenance) to substantiate your valuation. Per Coverage Policy §4, declared-value coverage applies with no per-category subcap; this documentation substantiates the declared valuation and is not a coverage gate. No time limit if produced by PSA / BGS / SGC themselves; otherwise dated within 5 years of pickup.
- Pre-shipment photo baseline reference — if you are claiming a defect not visible in the photos you uploaded at booking, state so explicitly; if you are claiming a defect visible in those photos, briefly explain why it was not raised before pickup.
- Pickup AR scan + delivery AR scan reference — if our chain-of-custody record shows the alleged condition was inconsistent with the pickup state, please cite the specific AR scan angles or seal markers you believe support your claim. (Your booking confirmation links the AR scans.)
- For damaged items: retain all packaging in its as-delivered condition and do not handle or unpack further until we acknowledge receipt of your claim.
Submit Your Claim
Need Immediate Help?
Our claims team is here to assist you. Reach out with any questions about your claim.
Important coverage notice. GrailGuard's Coverage Policy is a contractual loss-coverage program funded from company reserves; it is not insurance, and GrailGuard is not an insurance company or licensed insurer. Coverage is capped at the declared value you selected at booking (subject to the limits and exclusions in our Terms of Service §5). Your own homeowner's, fine-art, or commercial-property insurance (if any) remains the first-party coverage on your item.