The reputation of every insurer depends upon the quality of its claims service, and this is never truer than when policyholders suffer a large or complicated loss event.
We pride ourselves on prompt and efficient in-house claims management, which is supported by the use of independent surveyors and adjusters to quantify larger losses and to give advice on mitigation measures.
Time is of the essence – report claims as soon as you become aware of a problem. We can then give advice about what to do and about the information and documentation that we will need to progress the claim. The sooner you tell us about a loss, the sooner we can help.
Opening hours: 09:00 – 17:00 GMT, Monday to Friday
We will always aim to respond to you as soon as we can, but we will ensure that our response is no later than 5 working days following submission.
Make a claim
Missing or damaged goods?
If goods are missing, prompt intervention (before the trail goes cold) may lead to their recovery;
Check goods on arrival
Clause carriers’ receipts to note any damage or shortage that is apparent on delivery.
Check that container seal numbers match those on the documentation and note any discrepancy on the delivery receipt.
Open any such containers immediately, to check their contents.
Retain irregular or defective seals.
Hold third parties liable
Make written claims against responsible third parties such as carriers, shipping lines, airlines or forwarders as soon as possible, within their required time limits (which can be found in the conditions of carriage).
Mitigate the loss
Take steps to mitigate losses, for example by sorting wet or damaged goods from sound.
Report crimes to Police
Report malicious damage, theft or suspected theft to the Police.
A claim form is not required, all that we need are details of the loss or damage and some supporting documents; but don’t delay contacting us while waiting for these to be compiled by the policyholder or for anything else.
To keep claims costs down, we don’t normally instruct surveyors where loss or damage is unlikely to exceed EUR 10,000. We will however review each loss on its own merits before making a formal decision.
Entitlement to Claim
In export sales on CIF or CIP terms, it is customary for the insurance to be assigned to the seller by the buyer. If a certificate has been issued to an overseas customer, they can present their claim to the local Lloyd’s Agent.
Whether the buyer or the seller has title to the goods at the time of loss will depend on the terms of sale, which are likely to incorporate the Incoterms Rules. These rules specify when and where risk in the goods passes from the buyer to the seller.
The sooner you tell us about a claim, the sooner we can help; so please contact us as soon as possible.
We can then give advice about what to do and about the information and documentation that we will need to progress the claim.
Not admit liability without approval from us.
Advise goods owners to report the matter to their own cargo insurers in the first instance.
Hold any responsible subcontractors liable as soon as possible, and let us have details of their insurers.
Inform the police if appropriate, for example in the case of theft.
Things to remember:
Freight liability policies cover liability for loss or damage; not the goods themselves.
Trading conditions for carriage, storage and forwarding services generally limit liability to a figure based on the weight of goods lost or damaged and require claims to be made within certain time limits.
For larger or more complicated claims, we may instruct a surveyor to assist, and if litigation is threatened, then we will instruct a lawyer to defend the policyholder’s position.