It’s obvious that the more difficult you make the claims process, the fewer people will complete it. As a business customer who pays for postage online and ships parcels daily (Monday to Friday), I should be able to raise a claim directly from the shipment record inside my account.
Right now the claims journey is poorly designed. For customers who send large volumes, it creates a huge admin burden: we waste a significant amount of time re-entering the same details again and again, even though the system already has the tracking number, postage reference, service type, dates, and sender details.
A postage system that assigns a tracking/reference number should automatically allow a claim to be started from that exact shipment within the customer account. This is basic usability, especially for regular business shippers.
Additionally, when an item is lost, even if compensation is available up to £75, we are then required to submit a separate claim to recover the actual value of the contents. This duplicates work unnecessarily. As an online store, my shipments are linked to an order management system, so the product details and value are clear. Yet I still have to repeatedly “prove” information that should be straightforward and already supported by the shipment and order data.
Please escalate this as a formal usability and process issue. Business customers need a streamlined, account-based claims flow, with auto-filled shipment data and a single process that covers both postage compensation and contents value where applicable. Either here is difficult to post the comment and aparently is valued for YOU!

This is an especially valid request as the online claims form is useless. I doesn't accept cut and paste and keeps returning "invalid character" responses. Since all the relevant information is already held in Click & Drop it should be easy to copy it over. Yes, I know they don't want it to be too easy to claim, but if we've paid for a service which is not provided we should be compensated.

I firmly believe the reason is very simple - the more difficult it is to make a claim then the less claims that are actually made!!!

The claims process should be handled through the same platform that we are using continuously on a daily basis and which has all the relevant data i.e. Click & Drop.

For business users like ourselves who are spending some £50K a year with them, it is a clear statement of how much they value their customers and could be one reason why they are losing business to carriers who treat their customers in a more professional and dignified way and with the right amount of resources to respond to their needs.

I have just had to wait over 2 weeks to get a reply from clickanddropsupport to a very important problem regarding Click & Drop IP addresses and I only got the reply after I sent them yet another email complaining about their service.

Enough said!

We should vote ,if you think they will do this.-Yes / No - Me - no WAY wil lthey make it easy for us to do this.

we have contacted RM lots and lots of times since May about 3 times they have charged us for wrong item etc incorrectly. i have received NO REPLY at all to any of those emails, except for the auto reply "we will get back to you in 3 days".
As RM ignore their customers emails, an automated way to claim is CRITICAL. As is getting more staff to answer your emails !!

The fact that the claims process is not more long-winded is likely intentional on RM's part.

I just stopped bothering with claims. That system is a joke. Doing this directly from click and drop would be much better. They could even calculate time frames and tracking info without all the unnecessary work.