Parcel Insurance
Effective date: 16 July 2026
Every parcel matters. PataDeals protects parcels moving through our delivery network so that if the unexpected happens (loss, theft or damage in transit), you are compensated based on the value of your parcel.
This page explains what is covered, what is not, and how to make a claim. It forms part of the PataDeals Terms and Conditions.
What is covered
Marketplace and store deliveries: insured automatically
All parcels generated by transactions on the Platform (kiosk orders, PataDeals HQ store orders, wholesale restock deliveries, and redemption deliveries) are automatically insured based on their value (the price paid on the Platform) from the moment the parcel enters our custody until it is delivered and confirmed with the delivery PIN. There is nothing to opt into and no extra charge at checkout.
Person-to-person parcels: optional cover (coming soon)
Parcels sent between users (person-to-person / C2C parcels) are not insured by default. In an upcoming app update, senders will be able to choose parcel protection at booking: you declare the value of your parcel, pay a small premium shown in your quote, and the parcel is covered for the declared value on the same terms as marketplace parcels.
Until that option launches, person-to-person parcels travel uninsured, and our liability is limited as set out in the Terms and Conditions. We therefore recommend not sending high-value items person-to-person until parcel protection is available, or contact support to discuss options for a valuable shipment.
Who underwrites your parcel? Parcel protection is provided in partnership with insurance companies licensed by the Insurance Regulatory Authority (IRA) under the Insurance Act (Cap 487) of Kenya. The partner insurance company may differ depending on the product or the route your parcel takes. If you are in doubt about who is underwriting a particular parcel, contact us with your tracking code (WhatsApp +254 700 000 636 or help@patadeals.com) and we will confirm the underwriter and applicable policy terms. PataDeals Technologies Ltd administers the cover on your behalf; the underwriter's policy terms apply.
Cover at a glance
| Marketplace / store parcels | Person-to-person parcels | |
|---|---|---|
| Cover | Automatic | Optional, sender selects at booking (coming soon) |
| Insured value | Purchase price paid on the Platform | Value declared by the sender |
| Premium | Included | Shown in the quote before you pay |
| Cover period | From our custody until PIN-confirmed delivery | Same |
| Underwriter | IRA-licensed partner insurer (may vary by product or route) | Same |
What is not covered
- Loss or damage caused by inadequate packaging by the sender.
- Inherent defects in the goods, including natural deterioration of perishables within the quoted delivery window.
- Undeclared or falsely declared contents: including undeclared batteries or special-handling conditions (fragile, perishable, pharmaceutical, etc.).
- Prohibited items (see Section 6 of the Terms and Conditions). These are never covered and their carriage is a breach of the Terms.
- Amounts above the declared or purchase value; sentimental value; indirect or consequential losses.
- Loss occurring before pickup or after PIN-confirmed delivery.
- Events of force majeure to the extent excluded in the underwriter's policy.
Declaring an inflated value or a false claim is fraud and will be reported to the authorities.
How to make a claim
- Report within 48 hours of the scheduled or actual delivery: in-app under Me → Help & Support, by WhatsApp +254 700 000 636, or by email to help@patadeals.com. Quote your tracking code.
- For damage, keep the parcel and packaging as received and attach photos to your report.
- Our team investigates the parcel's journey records and responds within 7 business days.
- Approved claims are paid to your PataDeals Wallet or M-Pesa, normally within 14 days of approval.
If you are not satisfied with a claim decision, you may escalate through the dispute-resolution process in the Terms and Conditions, or to the Insurance Regulatory Authority's consumer complaints desk.
Tips for a smooth claim
- Photograph your parcel at booking: it is your proof of condition.
- Declare accurately: weight, contents category, batteries, fragility. Accurate declarations keep your cover valid.
- Package well: cushioning for fragiles, sealed containers for liquids and foodstuffs.
- Track your parcel at patadeals.com/track and report anything unusual early.
Questions? Contact us on WhatsApp +254 700 000 636 or help@patadeals.com.