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Cargo claims


If you’ve insured your cargo with Vero, there are a few things you’ll need to do in order to make a claim:

  • Inspect all cargo on arrival
  • Hold transport operators liable for any loss or damage
  • Act swiftly

If you’ve inspected your cargo and found that it’s suffered damage or loss, you’ll need to follow our cargo claims procedure.

Remember that when you make a claim, the cargo will remain your property. That means we’ll only cover the cargo that is lost or damaged, not your whole shipment. It also means that you need to minimise or mitigate any further financial or physical loss.

Contact us

EmailEmail us to let us know about your claim.

For export claims, ensure a cargo claims agent is appointed for an independent evaluation.

For import claims, contact us.

For after-hours emergency assistance in New Zealand, contact Cunningham Lindsey on Call us0800 800 270.

Things to do before you claim

1

Always inspect cargo for loss or damage on arrival, so that you can prove that any damage must have occurred during transit.

2

If your cargo arrives in a container, inspect the external surfaces of the container for damage or leakage.

3

Don’t give a clean receipt to the delivering carrier unless you can immediately inspect the cargo and have found it undamaged.

4

If there is any doubt, mark any documentation with "Received in Apparent Good Order and Condition". Never accept the explanation that the cargo was received by the carrier in a damaged condition.

5

Act swiftly. If something has happened to your cargo, you need to act immediately to mitigate further physical or financial loss and lodge your claim. If you don’t, it could prejudice your insurance claim.

Making a claim for your cargo

If you discover that your cargo has been lost or damaged, follow our cargo claims procedure.

1

Let us know immediately Document PDFvia email.

2

Tell any parties involved that you have a potential claim – including any shipping companies, freight forwarders, or carriers who have been involved in transporting your goods, using our Initial Notice of Claim form.

3

If the damaged cargo is overseas: you’ll need to obtain a survey report from one of our local claims agents.

Or if your goods are in New Zealand or have gone missing: for imports and domestic cargo as well as cargo that has disappeared in transit, contact us.

4

You remain the cargo owner at all times, so take all steps you can to avoid or minimise any further physical damage or financial loss. The surveyor is there only to record and advise, not to take over control. Any delays you cause may affect your insurance claim.

5

Send us any documentation we require—a list of what you might need is below. For a marine cargo claim to be paid, we need both evidence of the physical damage to the cargo, and complete documentation.

6

Once we’ve got everything we need in terms of documentation, the loss can be established by the surveyor. They’ll report in full to us, or to our overseas claims agent.

7

Provide us with your bank account details. Once we have all the information required, we can settle your claim (usually by bank transfer). 

Documentation you’ll need for 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)

Our claims promise

We know that claim time can be particularly stressful for customers. Our New Zealand claims teams aim to settle straightforward claims immediately.

If your claim is a bit more complicated, we’ll work with you and your broker or adviser to ensure your claim gets processed as quickly and efficiently as possible. Either way, we promise to treat all our customers fairly.

We’d love to hear your feedback, whether it’s good or bad. Give us feedback or make a claims complaint.

Vero is a member of the Insurance Council of New Zealand, and we are committed to complying with the Council’s Fair Insurance Code.

Find out more