In the rare and unfortunate instance that a claim needs to be filed, Arta aims to make the process as easy and efficient as possible. We have a dedicated contact, available at claims@arta.io, who will assist you with the entirety of the claim resolution.

Filing a claim

Claims should be filed for damage or other conditions, loss or non-delivery. Claims should be reported as soon as possible, and in any event, within seven (7) days of delivery. Claims submitted after this time are subject to review.

When submitting a claim, include:

• 3-5 clear in-focus images of the entire object and the condition
• 2-3 images of the packaging (interior and exterior)
• A description of the issue
• Arta shortcode, reference or tracking number

Do not discard of the object or packaging until Arta has coordinated repair, appraisal or disposal.

Arta and/or the applicable insurer might require additional documentation and potentially a site visit to evaluate the condition of the object. Arta may also schedule transportation to move the object(s) for restoration or disposal.

If determined a total loss, Arta may request the person in possession of the object(s) to fully destroy the damaged object per Arta’s instruction / specifications and provides image as proof, or have Arta source a salvage company to collect damaged object for disposal.

Arta reserves the right to decline a claim based on our terms, conditions, and exclusions. To read more, visit https://arta.io/legal/insurance/.

Claims can take 4 to 8 weeks to resolve. During this time there will be investigation, documentation, possibly restoration or disposal, and payout processing.

Lost Shipments

Shipping Protection can also cover total loss in the cases of non-delivery. Lost shipment investigations can take 30 days. After the completion of the investigation the shipment will be deemed lost or, if found, delivery will be completed.

Customers are responsible for cooperating with Arta’s and/or the applicable insurer’s claims investigation, including but not limited to: surveying the objects after delivery, speaking with facility staff, and confirming with other individuals on site. Arta can request proof of these efforts as part of our investigation.