Claim support
When a claim arises,
we stand by you.
From document submission through claim coordination, our team supports you throughout the claim process.
01 / The process
Report. Document. Coordinate.
Report
Report a suspected loss, shortage or damage to the booking or destination branch as soon as reasonably practicable. Keep your GR/LR number handy.
Documentation
Share the shipment details and relevant supporting documents so the matter can be reviewed.
Claim coordination
Our team coordinates the claim process with you and can advise if further information is needed.
Documents required
Depending on the circumstances, supporting documents may include:
- GR/LR copy
- Commercial invoice
- Packing details
- Photographs of damaged goods or packaging, where relevant
- Delivery acknowledgement
- Claim letter
- Insurance documents, where applicable
- Other reasonably required supporting evidence
Eligibility & conditions
Customers should inspect consignments upon receipt wherever reasonably possible and report any alleged shortage, loss or damage as soon as reasonably practicable.
Each matter is reviewed based on its circumstances, the available documentation, applicable GR/LR or contractual terms, insurance arrangements and applicable law. Where an insurer is involved, its policy terms and decisions may apply.
Submission of a claim does not automatically constitute acceptance of liability or guarantee compensation. Customers should ensure goods are appropriately insured unless otherwise agreed.
Read Terms & ConditionsContact & support
Contact your booking or destination branch with your GR/LR number, or reach the customer care team: