Parcel theft and delivery damage: What home insurance covers

From meal kits to last-minute parcels, doorstep deliveries are now part of everyday life. But convenience can sometimes lead to problems. According to Citizens Advice, more than a third of people (37%) had an issue with their most recent parcel delivery, showing how easily everyday convenience can turn into minor disruption. We’ve looked at the impact of delivery habits on home insurance, from property damage to the risks of using "safe places".

One in ten homeowners have experienced delivery-related property damage

Damage caused during deliveries isn’t as rare as you might think. Our research found that 10% of people have experienced damage caused by a delivery courier or their vehicle. This includes things like broken gates and damaged driveways. Delivery damage is part of a wider pattern of third party incidents around the home. Our research also found:

• 11% experiencing damage caused by a neighbour, including leaks, DIY mishaps or fallen trees.

• 9% have dealt with vehicle-related damage to walls, gates or driveways.

• 7% have made a liability claim against someone else for damage to their home.

• 7% having been blamed for damage to a neighbour’s property.

Where parcel theft is most reported across the UK in 2025

Police Freedom of Information (FOI) data shows the continued scale of parcel theft across England and Wales, reminding why delivery security remains a key issue for homeowners.

The data shows a clear seasonal trend. Reported thefts often rise towards the end of the year, when major retail promotions and peak delivery periods increase the number of parcels left at homes. It's worth noting that these figures only show incidents that were reported to the police. The actual number of thefts might be different, as not every missing parcel is reported.

How third-party property damage is proven

When property is damaged during a delivery, proving what happened can be tricky. Our research shows that 47% of people in the UK have to rely on their own word or physical evidence alone if a delivery driver or neighbour accidentally damages their home. While many people use smart technology, such as a video doorbell, for security, it might not help in a dispute as:

• Only 26% say their technology clearly covers their property or boundaries.

• 19% have cameras or smart devices, but they wouldn’t capture the exact location of the incident.

• 7% say they have security tech, but wouldn’t know how to access or save the footage.

As home deliveries become more and more common, a lack of clear proof can make it harder to show what happened and who was responsible if something goes wrong.

Who is liable for delivery driver damage to your home?

If a courier causes damage to your property, working out who’s liable can be complicated.

Claims often depend on a few things:

• Whether your policy covers the type of damage: This may sit under your buildings or contents cover, and some policies include accidental damage as standard while others offer it as an optional add-on.

• How much evidence you have: Photos, timestamps, delivery confirmations and footage can help show what happened and support any dispute.

• Whether costs can be recovered from the courier: If your insurer pays out, they may pursue the responsible party to recover costs (subrogation), though the impact on any no-claims discount will depend on your insurer and policy terms.

Without clear evidence like photos or time-stamped footage, it can be harder to establish what happened. This can slow down a claim, make liability harder to prove, or reduce the chances of recovering costs from the delivery company.

What our expert says...

“Claims for damage caused by a third party often come down to what your policy covers and whether there’s clear evidence of what happened. If a courier damages your property, your insurance may be able to help. Evidence of how and when the damage occurred can make a real difference.”

“It’s worth checking that any doorbell or CCTV footage captures the areas where parcels are usually left and reviewing your policy details to see what's covered.”

Helen Phipps, Insurance expert

What happens if a parcel is stolen from a safe place?

As we all get more deliveries, many of us use "safe places" like wheelie bins, porches or side gates. But while it’s convenient, it could complicate things if you need to make an insurance claim. From an insurance perspective, choosing a safe place for delivery doesn’t always mean you’re covered if something goes wrong. If you’ve asked a courier to leave a parcel in a specific spot and it’s stolen or damaged, the responsibility might fall on you rather than the courier. On the other hand, if a parcel is left somewhere you didn’t authorise, the retailer usually stays responsible under consumer rights rules. In this case, you might be able to get a replacement or refund directly from them.

Insurers will likely look at how and where a package was left when they assess a claim. If a location is easy to get to, unlocked, or can be seen from the street, it might not be seen a suitable ‘safe place’. This could affect whether a claim is accepted and who’s found to be at fault.

Is parcel theft covered by home insurance?

In some cases, home insurance may cover parcel theft, but it depends on the policy and the circumstances. Key factors can include where the parcel was left, whether it was left unattended, and what evidence you have to support what happened. If you’re receiving regular deliveries, these steps can help reduce the risk and avoid surprises if something goes wrong:

• Check your theft cover and exclusions: Look for any restrictions around unattended items, items left outside, and theft where there are no signs of forced entry.

• Be clear about ‘safe place’ instructions: If you nominate a safe place, the parcel may be treated as delivered once it’s left there, which can affect disputes with retailers and couriers.

• Know what your excess is: Even if you are covered, it may only be worth claiming if the value of the stolen item is meaningfully higher than your excess.

• Use security measures and keep evidence: Doorbells, cameras or parcel boxes can help deter theft and support your version of events, but only if they cover the drop off spot and you can access and save the footage quickly.

Methodology

We’ve used a mix of our own consumer research and police Freedom of Information (FOI) data to look at the delivery risks UK homeowners face.

Consumer survey 

A nationally representative survey of 2,001 UK adults was conducted between 20th and 22nd of January 2026 to assess experiences of delivery-related property damage, liability disputes and the availability of supporting evidence such as CCTV or smart technology.

Police Freedom of Information requests 

FOI requests were submitted to UK territorial police forces requesting recorded incidents of parcel theft during 2025. The police data used in this study has been compiled from multiple operational recording systems and reflects reported incidents only. While every effort has been made to ensure accuracy, these figures may be subject to limitations associated with large-scale data collection and ad hoc reporting processes. As a result, the data should be interpreted as an indicative snapshot rather than a definitive measure of total parcel theft. The figures presented represent the best available interpretation of the information provided at the time of the request and should be considered in context when used or referenced.

Sources

• Citizens Advice, 2025

• Compare the Market Survey, 2026

• What to do if your parcel is stolen, Compare the Market, 2024