Guide To Cargo Claims Handling Process

Freightbridge continuously strives to improve its customer service. Any situation that gives rise to a cargo claim is by nature trying.

We will do our utmost to minimise your inconvenience. We have prepared this guide to avoid misunderstandings about our claims handling process and to make the process as efficient and simple as possible.

If damage or loss to your cargo is apparent upon receipt you should notify your cargo insurance underwriters immediately. They will advise you how to comply with all procedures required to fully protect your insurance coverage.

At the same time you should also contact Freightbridge so that we may assist you in the most effective manner. You should do so immediately because a late notification may also make it difficult to identify the exact condition of the cargo on delivery and to distinguish between the damage that may have occurred while in Freightbridge’s care and any possible aggravated damage after delivery. When contacting us we would ask that you please have the following information readily available.

Please note that your are not required to engage a surveyor. There are, however, benefits in engaging one. Independent marine surveyors are professionals who are well versed in examining damaged cargo and surrounding circumstances. They may spot issues, facts or conditions which an untrained eye may miss. In addition they can often assist in loss mitigation. The surveyors will summarise their findings in a report which may form the basis for your claim for compensation from Freightbridge. You should weigh the expense of surveyors against the benefit of their work product and expertise, and make your decisions accordingly.

Preferably, the survey should be undertaken jointly with Freightbridge appointing a separate surveyor. If possible the survey should take place while the cargo is still untouched in the container so as to provide the surveyors the opportunity to observe the cargo’s stowage, bracing and blocking, damage pattern and other points of interest.

Please note that as a matter of law, you must do your utmost to mitigate your loss. Such measures may include precautions to protect the value of sound cargo by segregating the damaged cargo. Damaged cargo may be salvaged for sale in secondary markets. There may be alternate use for damaged goods. Repair or cure may also be possible, which may prove more economical and timely than re-ordering the same goods. Reasonable costs incurred in mitigation of loss may be included in your claim.

You should take pictures of the sound cargo as well as the damaged cargo (so that we may compare them). The pictures should show not only the packaging or exterior of the damaged cargo but also the damaged goods or products. You should also take pictures of the Truck or Containers particularly if he Truck/Container damage – including a picture showing the Truck/Container numbers. You should keep these pictures as evidence in the event that it becomes necessary for you to file a formal claim.

Your formal claim should be submitted on your company letterhead, and include an itemised claim statement and calculation with the specific value of cargo damage or loss. It should also include the documents or items described in the table below. We refer to complete and well-supported claims as quantified claims.

In most cases, your claim is subject to a one-year statue of limitations or time bar. If your claim should remain unresolved after one year form the date of delivery (or intended delivery if the shipment was lost), you must either begin a legal proceeding against Freightbridge or request in writing to extend the time to begin a legal proceeding. If you fail to take either step our obligation to handle your claim will expire.

Freightbridge strictly enforces this right as required by our insurance arrangement and auditing standards.

Please bear in mind that the critical event in the handling of your claim is receipt of your quantified claim – this will help us identify any other relevant facts and conduct additional investigations as needed. Once our investigation is finalised, we will evaluate the merits of your claim in the light of all relevant facts and in accordance with the terms and conditions of our contract of carriage and applicable law and/or international carriage of goods conventions. In most ordinary claims, Freightbridge resolve your claim within 30 calendar days from receipt of your quantified claim.

We appreciate that some of the defences that may be invoked in our evaluation of your claim may not be common knowledge and may even sound foreign. However, cargo underwriters are well versed in these provisions and will be able to deal with them efficiently and effectively. Please bear in mind when deciding whether your should insure your cargo or not.