We sold an item on eBay that arrived damaged. I had the buyer send me photos of the item and I filed the claim using the photos as proof of damage. I think I included the "before" and "after" images with the claim. I filed the claim using the online site and the Post Office paid the claim promptly for the amount of my loss. I issued a full refund to the buyer as soon as I received the photos and ask them to keep the damaged item until the claim was processed. It was one of those items you never expect to be damaged - a cast metal ashtray - and was only insured because of the "free" insurance with Priority Mail.