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through 10 on Form 3812. Type or print legibly with a ballpoint pen. Press hard.

Item 1. Check the appropriate block to indicate type of claim.

Item 2. Indicate use of airmail, if applicable.

Item 3. Check the appropriate block to indicate category of the claim.

Item 4. Indicate special delivery service, if applicable.

Item 5. Enter city, State and ZIP Code of mailing post office (not necessarily the post office where the claim is being filed). If the package was mailed at a station or branch, use the appropriate ZIP Code.

Item 6. Enter the date the package was mailed.

Item 7. Enter the date the claim is being filed.

Item 8. Enter city, State and ZIP Code of post office of address.

Item 9. Enter amount of postage paid, including special fees such as special delivery or special handling.

Item 10. Enter amount of insurance fee paid.

(2) Assist the customer in completing items 11 through 14 and items 17 and 18 of Form 3812 to the extent possible as follows:

Items 11 and 12. Names and addresses of mailer and addressee. The mailer should indicate the payee by checking the payee block in either item 11 or 12. If payee is a third party, do not check either block; complete the customer portion of the Identification Slip to indicate payee.

Item 13. Describe the articles lost or damaged; indicate the purchase price, the approximate year of purchase, whether the article was new or used, or the price of materials used and labor, if handmade. Describe the items in sufficient detail for the postal data center to determine that the value claimed is not excessive. Attach a supplementary sheet of paper to the claim form if necessary.

Item 14. Enter the total amount claimed excluding postage.

Item 15. Leave blank.

Item 16. Leave blank.

Item 17. Complete if package was commercially insured. Include policy number, name and address of insurance company and amount of deductible, if appropriate.

Item 18. Have the mailer sign and enter his telephone number in appropriate block. If the claim is being filed by a business firm, the firm name should be entered in the signature block and the firm's representative should sign the block labeled By. Item 19. Leave blank.

(3) The accepting postal employee will complete items 20, 21 and 22 (if applicable) of Form 3812.

Item 20. Date stamp and initial.

Item 21. Check the appropriate block to indicate evidence of insurance. Endorse the insurance receipt and wrapper Claim Filed, date stamp and initial it. Return it to the customer and instruct him to keep it until the claim is settled.

Item 22. Location of the damaged article:

(i) If the mailer has possession of the damaged article, he must display it to the accepting postal employee to verify actual damage.

(ii) If the claim is for partial damage, check the appropriate block to indicate that the customer will retain possession of the article.

NOTE: Under no circumstances should the accepting postal employee arrange to have the article repaired.

(iii) If the claim is for total damage, disposition of the article will be at the option of the Postal Service. If the totally damaged article will have little or no salvage value, the article may be returned to the customer if he so desires. If the totally damaged article will have salvage value, dispose of it in accordance with $164.3 of this title.

(4) Enter the following information on lower portion of Form 3812, Postal Insurance Claim Identification.

Mailer's Name and Address.
Addressee's Name and Address.

Other Identification (at option of customer).

Name and Address of Payee as Designated by Mailer.

(5) Review the claim form before the mailer leaves the post office to assure that:

(i) The mailer has designated the payee; signed the claim form; and completed the postal insurance claim identification portion of the form; and

(ii) All necessary available supporting documents (bill of sale, invoice, repair bill or estimate of repairs) are attached to the back of claim form.

(b) Filed by addressee

(1) The accepting postal employee will complete items 1 through 10 on Form 3812, as appropriate. Type or print legibly with a ballpoint pen. Press hard.

Item 1. Check the appropriate block to indicate type of claim.

Item 2. Indicate use of airmail, if applicable.

Item 3. Check the appropriate block to indicate category of the claim.

Item 4. Indicate special delivery service, if applicable.

Item 5. Enter city, State and ZIP Code of mailing post office, if known.

Item 6. Enter the date the package was mailed, if known.

Item 7. Enter the date the claim is being filed.

Item 8. Enter city, State and ZIP Code of post office of address.

Item 9. Enter amount of postage paid. Item 10. Enter amount of insurance fee paid, if possible.

(2) Assist the customer in completing the following items of Form 3812 to the extent possible:

Items 11 and 12. Names and addresses of mailer and addressee. Check the payee block in either item 11 or 12 only if the claim is for repair of a partially damaged article.

Item 13. Describe the articles lost or damaged; indicate the purchase price, the approximate year of purchase, whether the article was new or used, or the price of materials used and labor, if handmade. Describe the items in sufficient detail for the postal data center to determine that the value claimed is not excessive. Attach a supplementary sheet of paper to the claim form, if necessary.

Item 14. Enter the total amount claimed excluding postage.

Item 15. Complete for loss claims only. Item 16. Complete for c.o.d. claims only. Item 17. Complete if package was commercially insured. Include policy number, name and address of insurance company and amount of deductible, if appropriate.

Item 18. Leave blank.

Item 19. Have the addressee sign and enter his telephone number in appropriate block. If the claim is being filed by a business firm, the firm name should be entered in the signature block and the firm's representative should sign the block labeled "By".

(3) The accepting postal employee will complete items 20, 21 and 22 (if applicable) of Form 3812.

Item 20. Date stamp and initial.

Item 21. Check the appropriate block to indicate evidence of insurance. Endorse the insurance receipt and/or wrapper Claim Filed, date stamp and initial it. Return it to the customer and instruct him to keep it until the claim is settled.

Item 22. Location of the damaged article:

(i) If the customer has possession of the damaged article, he must display it to the accepting postal employee to verify actual damage.

(ii) If the claim is for partial damage, check the appropriate block to indicate that the customer will retain possession of the article.

NOTE: Under no circumstances should the accepting postal employee arrange to have the article repaired.

(iii) If the claim is for total damage, disposition of the article will be at the option of the Postal Service. If the totally damaged article will have little or no salvage value, the article may be returned to the csutomer if he so desires. If the totally damaged article will have salvage value, dispose of it in accordance with section 164.3.

(4) Enter the following information on lower portion of Form 3812, Postal Insurance Claim Identification, only if the claim is for repair of a partially damaged article:

Mailer's Name and Address.
Addressee's Name and Address.

Other Identification (at option of customer).
Name and Address of Payee.

(5) Review the claim form before the addressee leaves the post office to assure that:

(i) The addressee has signed the claim form and completed the Postal Insurance Claim Identification portion of the form, if applicable; and

(ii) All necessary available supporting documents (bill of sale, invoice, repair bill or estimate of repairs) are attached to the back of claim form.

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(a) For a totally damaged article that will have little or no salvage value such as smashed glassware, allow the customer to retain the article if he so desires, otherwise destroy it. If the totally damaged article will have salvage value retain it for 60 days then forward it to your dead parcel post branch on the next weekly dispatch. Use Form 3831 Receipt for Article(s) Damaged in Mails. If customer's claim is denied, article is to be returned upon request.

(b) For partially damaged articles, return the article to the customer.

§ 164.4 Disposition of the claim.

(a) The accepting clerk should forward the partially completed claim form, with the available supporting documentation attached, to:

(1) The claims and inquiry section, if one exists, or

(2) The employee within the post office who has been designated to handle insurance claims.

(b) Final preparation of the claim form at the accepting post office (except APO/FPO claims and Canal Zone claims-See paragraph (d) of this section) is completed as follows:

(1) Assign a nine-digit number in the space provided at the top of Form 3812. The claim number is composed of the six digit post office finance number and a three digit sequential number beginning with 001 and continuing through 999. When the total of claims initiated reaches 999, begin again with 001.

(2) Forward to block: Check the appropriate box to indicate to whom the claim form will be forwarded.

(3) Detach and file copy 4 of the claim form set (Form 3841, Post Office Record of Claim) alphabetically by mailer's

name.

(4) Leave copies 2 and 3, Form 1510-A, attached to the claim form set.

(5) Select the appropriate form letter of instructions and attach it to the front of the claim form set as follows:

(i) Loss Claim Filed by Mailer, Form Letter 3861.

(ii) Damage Claim Filed by Mailer, Form Letter 3862.

(iii) Damage Claim Filed by Addressee, Form Letter 3863.

(6) Prepare a pre-addressed, penalty reply envelope as follows:

Postal Data Center

P.O. Box 14677

St. Louis, Mo. 63180

Attach the envelope to the claim form

set.

(c) Send the claim form set with the appropriate form letter and preaddressed postal data center envelope as follows:

(1) Loss or c.o.d.-to the addressee.

(2) Damage claim-to the second customer (either mailer or addressee). See exceptions in paragraph (c) of this section.

(3) Exceptional damage claims.

(i) If the mailer has possession of the damaged article and submits proof that it was received by the addressee in a damaged condition, or that it was returned from the office of address as undeliverable, do not send the claim form to the addressee. Forward it directly to the St. Louis Postal Data Center for certification and payment.

(ii) If repairs to a partially damaged article have been paid for by the ad

dressee, forward the claim directly to the St. Louis Postal Data Center without the statement or signature of the mailer, provided you can determine from the insurance endorsement on the wrapper that the insurance fee paid was sufficient to have purchased insurance to cover the cost of repairs. Otherwise forward to the mailer for his evidence of insurance in accordance with paragraph (b) (5) (iii) of this section and paragraph (c) (2) of this section.

(d) When preparing and forwarding APO/FPO and Canal Zone Claims:

(1) Determine whether or not the mailer is still in an overseas area. Frequently APO/FPO and Canal Zone claims can be settled locally without contacting the port post office and the claim form set can be forwarded directly to the St. Louis Postal Data Center.

(2) If the claim cannot be settled locally, prepare the claim form set as you would for ordinary domestic claims except do not enter a claim number and do not detach copy 4 (Form 3841).

(3) Select and attach the appropriate form letter and forward as follows:

(i) Overseas Military Mail-to the postmaster at the port post office identified in the mailer's or addressee's address.

(ii) Canal Zone Mail-to the Postmaster, New Orleans, LA 70113.

(e) Port post office responsibilities are: (1) Upon receipt of an APO/FPO or Canal Zone claim initiated by another post office, take the following action:

(i) Enter your own claim number. (ii) Detach and file copy 4 (Form 3841) of the claim form set.

(iii) Forward the claim form set on to the next contact point.

(2) When the claim form set is returned to your office:

(i) Annotate the Form 3841 appropriately.

(ii) Forward the claim form set to the St. Louis Postal Data Center for adjudication and payment.

§ 164.5 Additional Post Office responsibilities (insured mail claims).

(a) General Assistance to Customers. (1) Completion of a claim form initiated at another post office.

If a customer comes into your office with any one of the form letters mentioned in § 164.4(b) (5) and a partially

completed Form 3812, comply with the following procedures:

(i) Read carefully the form letter which transmitted directions to the customer.

(ii) Assist the customer in completing his portion of the Form 3812 in accordance with the directions in the form letter.

(iii) Place the completed Form 3812 and all other material which the customer has received irto the preaddressed postal data center envelope and mail.

(2) Verification of insurance receipt. When the addressee has filed a damage claim and the amount of indemnity claimed exceeds $50, the mailer must present his insurance receipt for verification at any post office, classified station, or branch. Accept the insurance receipt, the partially completed Form 3812, and the form letter of instructions from the mailer. Comply with the following procedures:

(i) Read carefully the form letter which transmitted directions to the customer.

(ii) Complete items 9 and 10 on Form 3812.

(iii) Assist the customer in completing his portion of the Form 3812 in accordance with the directions in the form letter.

(iv) Endorse the insurance receipt Claim Filed, date stamp and initial it. Return the receipt to the customer and instruct him to keep it until the claim is settled.

(v) Date stamp and initial item 24 of Form 3812.

(vi) Place the completed Form 3812 and all other material which the customer has received into the preaddressed postal data center envelope and mail.

(b) Follow up on the status of a claim. (1) Provided at least 30 days (75 days for surface APO/FPO and Canal Zone mail) have elapsed since the claim was initiated, process the customer's inquiry as follows:

(i) Forward Form Letter 3864, Insurance Claim Follow-up, and a penalty, pre-addressed return envelope direct to the second customer involved in the claim.

(ii) Annotate Form 3841 to show the date on which the follow up letter was sent.

(2) Depending upon the response from the second customer, proceed as follows: (i) If the second customer indicates nonreceipt of the initial Form 3812, prepare and process a duplicate Form 3812 in accordance with § 164.5(c).

(ii) If the second customer indicates that the claim has been completed and forwarded to the postal data center, annotate the Form 3841 appropriately and inform the customer who initiated the inquiry.

(iii) If the second customer does not respond within 15 days, send Form Letter 3865 Inquiry on Status of Indemnity Claim, to the St. Louis Postal Data Center and annotate Form 3841.

(3) Depending upon the response from the postal data center, proceed as follows:

(i) If the postal data center indicates that the claim has been received, annotate the Form 3841 appropriately and inform the customer who initiated the inquiry.

(ii) If the postal data center has no record of the claim, prepare and process a duplicate Form 3812 in accordance with § 164.5(c).

(c) Duplicate claims. (1) The initiating post office will prepare and process a duplicate claim as follows:

(i) Use the information on the original Form 3841 to complete as much of the duplicate Form 3812 as possible. Enter the same claim number that appeared on the original Form 3812. The signature of the customer who initiated the claim and the supporting documents are not necessary.

(ii) Mark the top of the Form 3812 Duplicate.

(iii) Annotate the original Form 3841 to indicate that a duplicate claim has been initiated. Do not detach the Form 3841 from the duplicate claim form set.

(iv) Select the appropriate form letter of instructions to the customer (see § 164.4(b) (5)) and attach it to the front of the claim form set.

(v) Prepare a pre-addressed, postage paid envelope as follows:

Postal Data Center

P.O. Box 14677

St. Louis, MO 63180

Attach the envelope to the claim form set.

(vi) Complete Form Letter 3866, Duplicate Insurance Claim, and attach it to the front of the claim form set.

97-024-73-17

(vii) Forward the entire package to the post office which serves the second customer.

(2) Upon receipt of a duplicate claim form set, the post office which serves the second customer should read carefully and comply with the instructions in Form Letter 3866.

§ 164.6

General instructions for filing registered mail claims.

(a) Who may file. A claim for loss of registered mail may be filed only by the mailer. Claims for damage may be filed by either the mailer or addressee.

(b) How to file-(1) Domestic Claims. A customer may file a claim at any post office, branch, or station. At a first and second-class post office, branch or station, use Form 565, Application for Indemnity for Registered Mail, to file a claim. At a third or fourth-class post office, the postmaster must send a memorandum to the local Postal Inspectorin-Charge. This memorandum must identify the nature of the loss, the registration number, the address of both mailer and addressee, and the date of mailing.

(2) International claims. Claims for international registered mail are to be handled in accordance with Parts 71-73 of this title.

(c) When to file-(1) Loss claims. Customers may not file a claim until a Form 1510, Inquiry for the Loss or Rifling of Mail Matter, has been processed.

(2) Damage claims. The sender or addressee may file claims for damage immediately.

(3) Registered indemnity claims. Must be filed within one year from the date the article was mailed, unless the claimant can establish that the delay was not his fault. In case of doubt, accept the claim and outline the details for postal data center evaluation.

(d) Information required-(1) Evidence of registration. The customer must submit evidence that the article was registered. Acceptable evidence includes either:

(i) The original registered mail receipt issued at the time of mailing.

(ii) The wrapper which must have the names and addresses of both the mailer and addressee and the appropriate registered mail endorsement.

(2) Evidence of value. The customer (including Government Agencies which

have registered Official Mail) must submit evidence of value for registered claims. Acceptable evidence includes: (i) Sales receipt.

(ii) Invoice.

(iii) Statement of value from a reputable dealer.

(iv) Paid repair bills, estimates of repair costs or appraisals.

(v) Statement of cost for duplication and premium for surety bond when claim is for loss of securities or certificates of stock.

(3) Evidence of loss or damage. (i) For loss claims, a Form 1510 must have been processed.

(ii) For damage claims, the article with the packaging must be presented either by the claimant or at the second post office.

(e) Assignment of responsibilities. (1) Post offices, stations and branches will accept and process claims upon presentation of the required information.

(2) The St. Louis Postal Data Center will adjudicate and pay or disallow all domestic registered mail claims.

§ 164.7 Acceptance and initial preparation of registered mail claims.

(a) Filed by mailer. (1) The accepting postal employee will complete items 2 through 23 and item 33 on Form 565. Type or print legibly with a ball point pen.

Item 2. Check appropriate block to indicate the type of claim.

Item 3. Indicate if the article was commercially insured. If yes, give the policy number, name and address of the insurance company and amount of deductible, if appropriate.

Item 4. Enter the name, address and ZIP Code of the mailer.

Item 5. Enter the name, address and ZIP Code of the addressee.

Item 6. List and describe the lost, missing or damaged articles. For damage claims, describe packing in detail.

Item 7. Fill in name and address of the payee.

Item 8. Enter the amount claimed. Item 9 and 10. Have the mailer date and sign the claim form.

Item 11. Enter the name and ZIP Code of the post office where the claim is filed.

Item 12-20. Enter the required information. Use the mailer's copy of the registered mail receipt for this information. Verify this information against post office record. Endorse post office record Claim Filed, date and and initial.

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