Claims handling

1. You, the claimant, should follow the instructions under the "Important Notice" section of the Certificate of Marine Cargo Insurance. Failure to follow instructions may result in delay to claims settlement or the possibility of the claim being declined. 

2. Claims are handled on behalf of the Underwriters by the claims agent and their appropriate office (as stated upon your certificate of marine cargo insurance) should be notified immediately of any claim.

3. To enable claims to be dealt with promptly, the Assured or their Agents are advised to submit all available supporting documents without delay to the claims agent named on the certificate or the surveyor if appointed. The surveyor is an independent person instructed to ascertain nature, cause and extent of loss and has no authority to make any promise of payment for or on behalf of Underwriters.

4. You are reminded of your obligation to give immediate notice to carriers in the event of loss or damage and to confirm that in writing as soon as possible.

5. Sight of the following documents will be requested, where appropriate, by the claims agent named on the certificate:

  • Original Certificate of Marine Cargo Insurance
  • Commercial Invoice
  • Packing List
  • Bill of Lading / Air Waybill / Consignment Note (both sides)
  • Signed delivery receipt
  • Copies of letter(s) notifying carriers of the claim and holding them responsible
  • Carrier's replies if available

6. The instructions of the claims agent named on the certificate or their appointed surveyors take precedence over written instructions here. Failure to follow their instructions may result in delays or possibly refusal of a claim.

7. Please keep full written records of all correspondence or conversations in relation to the claim.