Inspect your cargo
Make notes in your freight documents
Don’t sign anything if your cargo is damaged.
Make sure to check the number of the packages in your cargo before signing the receipt. If you suspect your cargo is damaged, don’t sign the receipt. If you can, take photos of the packages while they’re still in the truck or container to show any damage to the packages or to prove they were stowed badly.
Our simple cargo claims process steps:
If you discover that your cargo has been lost or damaged, follow our simple cargo claims process:
Use our Initial Notice of Claim form to tell any parties including shipping companies, freight forwarders, or carriers involved in transporting your goods that you have a potential claim. Usually, you have to make a claim within 3 days of delivery for transits by sea/road, and 14 days for transits by air, but this will vary according to each carrier’s Terms & Conditions.
If your damaged cargo is overseas, you’ll need to get a survey report so we can understand the extent of the damage or loss. You can request a survey report from one of our claims agents located around the world. Simply email a Vero agent in the country your cargo is located, and they’ll organise a surveyor to inspect the damage at our cost.
If your damaged cargo is in New Zealand, or has disappeared in transit, email firstname.lastname@example.org. Put your policy number and claim details in your email.
After we’ve reviewed the details of your claim against your policy, we might ask you for more information before we settle. We’ll be in touch to let you know what documentation we need. If your claim is accepted, we’ll ask you for your bank account details so we can settle your claim by bank transfer.
Hopefully the stressful part is now over. Using the information you provide to us, we’ll work hard to put things right as fast as we can. We’ll be in touch so you know what’s happening at every step of the way.
Make sure you have the following documentation ready when you make your claim:
- Bill of Lading or Air Waybill
- Commercial invoice
- Insurance certificate
- Copy of the Notice of Claim lodged against your carrier
- Any documentation relating to the out-turn or receipt of your goods
- Local Carriers Waybill (where applicable)
- A copy of temperature records (where available and applicable)
- Invoices to confirm salvage or sale price of goods (where applicable)
- Copy of instructions to carrier regarding carriage temperature (where applicable)
Document PDFCargo initial notice of claim form
Brokers and advisers can find more documents in the Broker & Adviser Centre