Have UPS pick up the damaged item to confirm the package was not re-shipped.
Doc is correct.
I bought a guitar from a well known collector in California. He shipped it to my house in NJ. It had a broken headstock when it arrived. I called him to let him know and then I called UPS and they sent a guy to my house to take pictures and inspect the packaging and damage to the guitar.
They initially refused the claim. It took him about a year to get that settled. KNOW this. The purchaser of the insurance has to deal with the claim. He was a stand up guy and immediately sent me a identical guitar. (he had 4 at the time)
The UPS adjuster has to go to YOUR customers house to see the packaging and item. At least that's how it worked in my case.