Claims

Whilst we always strive to offer a faultless service, sometimes things can go wrong.

Intent to claim (proforma)

Before a claim can be formally lodged, you will need to submit an 'Intent to Claim'. A claim will be rejected if there is no corresponding 'Intent to Claim', which must be received according to the following criteria:

  • Total loss: within 120 days from the date of issuance of the air waybill
  • Partial loss: within 14 days from the date of receipt of the goods
  • Damages: within 14 days from the date of receipt of the goods
  • Delay: within 21 days from the date on which the cargo was placed at the disposal of the consignee

Download your 'Intent to Claim'

 

Formal claim

If you have submitted an 'Intent to Claim', you are eligible to lodge a formal claim, if required. A formal claim will require you to provide support documentation, where applicable:

  • Copy of 'Intent to Claim'
  • Copy of MAWB
  • Copy of HAWB if applicable
  • Commercial invoice with values
  • Destruction certificate if goods have been disposed of
  • Repair quotation if applicable
  • Evidence of mitigation
  • Copy of marine surveyor/loss adjustor report, if applicable
  • Electronic photo evidence

If you do not provide the required support documentation you risk your claim being rejected or delayed.

Download your formal 'Claim'