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Q10-1. An inquiry is a request by a customer; made by
phone, in person, or in writing on any phase of
postal operations. (True/False)
Q10-2.
Explain some of the ways an MPO could
reduce mail complaints.
Q10-3.
What PS form should be given to a customer
who wants to record a postal complaint?
Q10-4.
The consumer service card contains how
many distinct parts?
Q10-5.
What is the purpose of PS Form 1510?
Q10-6.
For specific procedural steps in processing PS
Form 1510, you should refer to what
publication?
Now turn to appendix 1 to check your answers.
DOMESTIC CLAIM OR REGISTERED
MAIL INQUIRY (PS FORM 1000)
(INDEMNITY CLAIM)
Learning Objective:
Recall the procedures for
processing indemnity claims.
If a customer purchased insurance at the time
he/she mailed an article, mailed it registered mail with
insurance, or mailed it Express Mail, they can file an
indemnity claim to recover the value of the item if it
becomes lost or damaged.
For domestic mail, PS Form 1000 is used to file a
claim for indemnity. This form is also used to make
inquiries only (no indemnity) on uninsured registered
domestic mail.
WHO MAY FILE
A claim may be filed by:
Only the sender, for the complete loss of a
registered, insured, COD, or Express Mail
article.
Either the sender or addressee, for damage to an
article, or if some or all of the contents of an
article are missing.
TIME LIMITS FOR FILING
The time limits for filing lost claims are located on
the front page of PS Form 1000 (see figure 10-4).
These time limits list the time the mailer must wait to
file a claim for articles that have not been delivered
(complete lost). Do not overlook the bottom of the
chart, which refers to APOs and FPOs. Time limits for
filing can also be located in Module S of the DMM.
The time limits are:
7 days or more after the date of mailing for
Express Mail
15 days or more for items sent as registered mail
30 days after the date of mailing for insured
items sent as First-Class and Priority Mail
45 days after the date of mailing for insured
items sent as SAM or PAL
75 days or more after the date of mailing for
insured surface items mailed to APOs and FPOs
If an article is received in damaged condition, or
some of the contents were lost, then the claim should
be filed immediately.
WHERE TO FILE
Claims for indemnity for loss or damage can be
filed at any post office, station, or branch, except for
registered merchandise return service, which must be
filed at the post office where the merchandise return
permit is held.
HOW TO FILE A CLAIM
A customer may file a claim by presenting
evidence of insurance, evidence of value, and proof of
loss or damage. (Proof of loss is not required for
Express Mail claims.)
Evidence of Insurance
The customer must first show that insurance,
registered, or Express mail service was purchased
(evidence of insurance). Either of the following is
acceptable:
The original mailing receipt issued at the time of
mailing (reproduced copies are not acceptable).
For Express Mail claims, the mailer must present
the mailer’s copy of USPS Label 11-B.
The wrapper which must have the names and
addresses of both the mailer and addressee,
along with the endorsement showing that the
article was sent insured, registered, or Express
Mail.
NOTE: When the original mailing receipt and wrapper
are available, it is best to submit the original mailing
receipt. If only the wrapper is submitted, indemnity can
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