Route Claim Processing Time and What to ExpectUpdated 3 months ago

Claim Review Timeline

• Most claims are reviewed and resolved within 3–5 business days.

• During peak seasons or high-volume times, it may take a little longer — but Route will keep you updated every step of the way via email.

How You'll Hear Back

Once your claim is submitted at claims.route.com, you’ll receive:

1. A confirmation email from Route that your claim was received.

2. A follow-up email once your claim has been reviewed and approved (or if more info is needed).

What Happens If Approved

You’ll have two options, depending on availability:

• Reorder: Route will reorder the item(s) for you if they’re still in stock. Your reorder will ship with Route Protection again — free of charge.

• Refund: If a reorder isn’t possible or you choose not to replace the item(s), Route will issue a refund for the subtotal of your order only (excluding shipping, taxes, and the Route premium).

If Route Requests More Info

• For damaged packages, they may ask for clear photos or videos showing the item and the shipping materials.

• For stolen packages, you may be asked to confirm delivery location or file a police report (in certain cases).