Procedure at delivery

IMPORTANT: Act at all times as if goods are uninsured and take all possible measures to minimise losses.

To enable claims to be submitted to the insurers it is important to prove that damages to or loss of goods occurred during the insured period. The following points must be observed (can be downloaded as checklist.pdf, 127 kb):

1.  

At delivery immediately check condition of packing, contents and number of packages. Any irregularities must be noted on the delivery receipt or freight waybill. Take photographic evidence prior to/during discharge of goods.
 
2.  

In case of delivery by rail request a Proces Verbal (TA) from railways prior to taking delivery of goods. Similarly, if airfreight delivery, have the airline issue a Cargo Damage Report (CDR).
 
3.  

Additionally always send a fax or registered letter immediately to the last carriers holding them responsible.
NB. Time limit for claims to be observed.
 
4.  

Chilled or frozen goods : Check and note the temperature of the goods on arrival. Check and record the setting and operation of the cooling appliance and retrieve the temperature chart.
 
5.  

Containers : Prior to opening the container verify whether the container and seal numbers correspond to the shipping documents. In case of irregularities request the presence of the carrier or customs prior to removing the seal and opening the container. Retrieve the complete seal. If contents are wet check container for damages and make annotation on delivery receipt. Have the carrier countersign any remarks. If delivery by rail request a Proces Verbal (TA) from the railways.
 
6.   All damaged packing and goods must be made available for inspection.

If you are uncertain how to proceed we suggest that you contact us immediately Phone +41 (0)61 281 86 86.


Documents required for claims handling

1. For all claims :

  1. Original insurance certificate or policy
  2. Copy of supplier's invoice
  3. Copy of packing, weight or inventory list
  4. Copy of delivery note with reserves
  5. Copy of letter of protest to carrier
  6. Copy of reply from carrier
  7. Quantification of claim

The following further documents and information are required for the various means of transport :


2. Rail transport

  1. Original rail consignment note
  2. Proces Verbal (TA) to be requested from railways before taking over the goods


3. Road transport

  1. Original CMR Waybill
  2. Confirmation of the damage or statement from driver regarding circumstances of the damage


4. Ocean or river transport

  1. Original or duplicate B/L
  2. Original or duplicate Rhine B/L
  3. Survey Report from ocean port (if available)
  4. Copy of letter of protest to the ship's agents
  5. Reply from ship's agents confirming loss or damage


5. Container transport

a.   Intercontainer Transfer Note
b.  

If delivered by rail a Proces Verbal (TA) to be obtained prior to unloading, noting in particular the condition of the container, whether seals are intact and all numbers correspond to the shipping documents. The container and seal number to be mentioned in the Proces Verbal and the seal must be retained for inspection. If container delivered by road transport reserves to be made on the CMR Consignment Note and countersigned by the driver
c.   Find out from forwarding agent which terminal the empty container will be delivered to, so that if necessary the surveyor can inspect it there


6. Airfreight

  1. Airwaybill
  2. Cargo Damage Report (CDR) to be requested from airline prior to taking delivery of the consignment


7. Postal deliveries

  1. Post Office receipt
  2. Request confirmation from post office regarding loss or damage before taking delivery of consignment