AL Services moves high-value jewellery from its clients' places to their customers. These are B2C (direct to consumer) orders that come from various platforms: e-commerce businesses, marketplaces, retail stores and online sellers. This policy explains the in-transit insurance on those shipments: what it covers, the cases in which AL Services as the carrier is responsible, the documents required for a claim, and how and when a claim is settled.
It applies to the forward and the reverse journey (RVP) of every order booked under the AL Services network, including hyperlocal and same day delivery orders, from the moment our Field Executive picks the parcel up until it is delivered.
Precious metals and precious jewellery, precious and semi-precious stones, lab-grown diamonds, and coins. The goods are classified and declared as per the government rules in force at the time; the government may change this classification from time to time.
Up to ₹5,00,000
There is no limit on the value of an order that can be booked. For insurance, a claim is accepted up to ₹5,00,000 per B2C order, with no minimum. For an order above ₹5,00,000, the shipper must arrange its own insurance.
From pickup, confirmed by the pickup OTP and pickup proof, until delivery, confirmed by the delivery OTP and delivery proof.
Payment to the shipper at the booking value, by credit note or as per the agreement terms with the shipper. For a natural calamity, payment is made to the extent our insurance company accepts the claim.
In each of these cases AL Services, as the carrier, is responsible. All of them apply to the forward and the reverse journey of an order. Fidelity cover is for losses caused by our own Field Executive or staff. In-transit cover is for losses caused by unforeseen events during handling in transit, such as an accident or a natural calamity.
| # | Case | Insurance type | Documents needed from the shipper |
|---|---|---|---|
| 1 | Shipment lost in transitThe parcel was picked up but never delivered, and it cannot be traced. | Fidelity | Packing video recorded with a zoom camera, with the products and documents clearly visible. For an RVP, the packing video recorded at the customer's place. The invoice and any other relevant documents. |
| 2 | Marked delivered, but not handed over (fake delivery)The order shows as delivered, but the consignee never received the parcel. | Fidelity | The order details and any video footage, if available. We verify our delivery proof: who verified the delivery OTP, and when and where it was verified. |
| 3 | Package tampered by the Field ExecutiveThe parcel was received, but a product is missing or has been replaced, and the packaging shows that it was opened in transit. | Fidelity | Photos of the used packaging material, the packaging itself if we ask for it, and the product details. Where needed, we visit the consignee's place to inspect the packaging. |
| 4 | Delivered to a wrong address, and the receiver refuses to return itOur Field Executive delivered the parcel to a person other than the consignee, and that person refuses to return it. | Fidelity | The order details. |
| 5 | Theft in transitThe parcel was stolen in transit, whether on the road with our Field Executive or at our hub. | In-transit | A copy of the invoice, and any other relevant document if needed. We visit the site as part of our investigation. |
| 6 | Field Executive fails to collect the COD amountThe parcel was delivered, but the cash on delivery amount was not collected from the customer, or was collected short. | Fidelity | The order details. We check the order and payment records. |
| 7 | Product damagedThe product reached the consignee damaged because of handling in transit, for example during a change of vehicle. | In-transit | The used packaging material, photos of the damage and the product details. |
| 8 | RVP: wrong product or missing part received by the shipperThe product that reached the shipper on a reverse pickup is not the one collected from the customer, or a part of it is missing. | In-transit | The packing video of the RVP, recorded at the customer's place. |
| 9 | Loss due to a natural calamity (Act of God)The parcel was lost or damaged in transit because of a natural event beyond anyone's control, such as a flood, earthquake, storm, landslide or lightning. Payment is made to the extent that our insurance company accepts the claim for that event, up to the booking value. | In-transit | The invoice and the packing video. We collect the official reports of the event (such as a police or government report) as part of our investigation. |
Email the case within 48 hours to
Write the order ID in the subject, for example "Claim: ALP020867", and include:
If a video is too large to attach, share a link to it (Google Drive or similar). We reply with a case number, and every later email about the claim should mention it.
| Step | What happens | Time limit |
|---|---|---|
| 1 | The consignee tells the shipper what happened, with photos and the unboxing video. | Same day |
| 2 | The shipper emails the case to jewellerysupport@alservicesindia.com with the order ID, booking value, invoice and what happened. | Within 48 hours of delivery, or of the expected delivery for a lost parcel |
| 3 | We register the case, email the shipper a case number and inform our management. | Within 24 hours |
| 4 | We collect the evidence from our system and from the parties: the OTP records, the tracking history, the Field Executive's location and the delivery photo, the packing video from the shipper and the unboxing video from the consignee. | Within 48 hours |
| 5 | For a lost parcel, a theft or a fraud by a Field Executive, a police complaint (FIR) is filed. | As soon as the case is registered |
| 6 | We carry out the internal investigation: a site visit where needed, and written statements from the Field Executive and the hub staff. | 3 to 5 working days |
| 7 | We share our detailed investigation report and its conclusions with the shipper. | Within 1 week |
| 8 | Payment of the booking value is made to the shipper, by credit note or as per the agreement terms. The shipper settles with the consignee. | Within 15 days |
| 9 | The case is closed with the shipper, and the shipper receives a final summary. | Within 2 working days of payment |
While a case is open, we update the shipper by email whenever it moves: when it is registered, when the investigation report is ready and when the payment is made.
Closing a case with the shipper does not end our own process. Our claim with our insurance company and the status of the FIR are followed up internally, side by side, until they are resolved; the police may take up to three months on an FIR. A review of these internal steps is available on a monthly basis, if required.