Auctiva does not process claims on shipping insurance; the underwriter of the insurance, U-PIC, does.
To answer your question though, yes, the buyer does need to participate, although in a small way.
Here's the claim instructions from our site:
All claims must be filed within 90 days of the ship date. Also, if the claim is for lost shipments you must wait before filing:
1. 21 days for domestic shipments
2. 60 days for shipments to Italy
3. 45 days for shipments to all other international locations (including shipments from the US to Canada)
Claim Instructions:
1. Verify your contact information.
2. Download, print, and sign the Fraud Prevention Statement*.
3. Fill out the claim form completely.
4. Print out and include the Auctiva Shipping Insurance Confirmation above.
5. Obtain from the buyer a signed copy of the Fraud Prevention Statement as well as a letter confirming the loss or damage of the item(s). Click to email buyer.
6. Mail completed claim form and supporting documents to:
U-PIC
5703 Corsa Avenue, 2nd Floor
Westlake Village, CA 91362
Or Fax to: 818-971-3325
*The Fraud Prevention Statement referenced above is a separate form over and above the claim form that must be signed by the buyer. As I understand it, this form is supporting documentation for your buyer to substantiate that indeed a loss has occurred.
Feel free to contact our insurance carrier, U-PIC, for further information about the claims process.