Claims Procedure

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Marine Cargo

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

A. Documents / information required for claims submission
  • Your insurance policy or certificate or monthly declaration, whichever is applicable
  • The commercial invoice, packing list, B/L (MAWB/HAWB) with terms and conditions
  • If we do not assign a surveyor, you should provide a survey report or photographs to demonstrate the damage. Digital photographs are acceptable and can be sent to us via email
  • Copy of claim letter addressed to liable party (airline/forwarder/shipping company) (Please click here for claim letter sample)
  • Statement of claim/salvage value/repair cost, if applicable
  • Delivery documents with exceptions duly marked -- quantity/weight/description of cargo damage
  • Other documents and/or information, if required
B. Criteria of measuring loss
  • Verification that coverage was in force at the time of loss
  • Verification that the claimant has insurable interest
  • Verification that the peril is covered by the policy
  • Verification that you have taken reasonable steps to minimize the loss
  • Verification that all policy conditions and warranties have been complied with
  • Verification that no exclusions apply
  • Verification that the value of the loss is reasonable
  • Verification that the loss is above the policy excess/deductible
C. Useful Notes
Goods damaged or missing while taking delivery
  • When you accept delivery, the goods and/or carrying container(s), as well as container seals should be externally examined at the site. If there are visible signs of damage, do not sign a clean receipt. You should note any visible or likely damage on the receipt and immediately inform the carriers in writing of their liability. (Please click here for claim letter sample) You should then advise your insurance agent, broker, us, or the surveyor named in the insurance certificate, and provide copies of cargo receipts, loss notifications, and correspondence between you and the carrier and/or the carrier's agents.
    When goods have been delivered without any apparent external irregularities, they should be unpacked as soon as possible and you should check for any concealed loss or damage. If loss or damage is discovered, document this, if possible, with digital photographs. Retain all shipping containers and packing materials for later inspection and documentation.
    When your claim involves water-damage, you and/or the consignee should separate the damaged goods from the undamaged goods as soon as possible to prevent further water damage.
  • Should an entire package go missing, the delivery receipt must be marked accordingly. Also secure other substantiating evidence from the forwarder or carrier and inform them in writing without delay of the loss. Include in this communication your intention to hold the forwarder or carrier liable for the loss. (Please click here for claim letter sample) Do not sign a clean receipt if there are any irregularities or suspected irregularities. If you are required to sign a receipt, clearly describe the irregularities in writing on the receipt next to your signature.
  • If damage or loss occurs during the transit, a claim letter should be filed. Written notice of loss should be given to the carrier or forwarder or the carrier's local representative within three (3) days (by sea) or fourteen (14) days (by air) of cargo delivery. (Please click here for claim letter sample)
  • At all times, it is your duty to take reasonable measures to avert or minimize the loss amount and to ensure that all rights against carriers, bailees or other third party are properly preserved and exercised.
Appointment of surveyors
  • If the loss amount does not exceed US$1,000, no survey is necessary. You need only to provide photographs that demonstrate the severity and extent of the damage. Be sure your photographs record both the external damage to the packaging and the interior damage to the cargo.
  • When the loss amount (as opposed to the affected cargo value) exceeds US$1,000, a survey is necessary. Please report such damage to our office without delay. We will assign a surveyor and pay the survey fee.