CLAIMS PROCEDURES

As long as you are considered to proceed with your insurance claim, then this reference covers all you need to know to handle your claims with ease and efficiency.

Before you proceed with a claim:

1. Make sure that your cargo had been insured by iQ Global Logistics. It clear states in our final invoice to you. As long as insurance charges had been timely paid along with your final payment, then you are qualified. Otherwise, direct your claim to the steamship line used for your shipment.
   
2. Review your packing list and commercial invoice (if had been submitted) in order to define replacement value for each insured unit.  
   
3. Refer to this link /insurance/ and verify which policy your cargo had been covered by: All Risks or FPA (Free of Particular Average). In order to be eligible for All Risk policy consigner must provide a proof that cargo had been professionally packed. Otherwise, cargo is covered by FPA.    
   
4. Estimate your loss or damage and make sure that it exceeds the deductible of USD200. 
   

What to Do in the Event of a Claim

1. Document the conditions of the cargo upon delivery. While recover your freight at the destination station, make clear exceptions on the delivery receipt noting any loss or damage to the cargo and/or the packing and/or containers. Notice that damaged packing does not necessarily mean cargo damages. Clear designate and prove damages or loss of cargo contents on the delivery receipt.

• Do not take claimed cargo out of the destination agent’s station. Unless you got our permission to move the freight it must stay in the station.
  
• Take pictures. Best thing is to have photographs proved damages or loss in your cargo taken at the destination station. It will be very helpful when stating your claim.

2. Minimize the loss. Immediately protect the cargo from any further loss or damage. Request the destination station to do so in writing on the delivery receipt.

• Separate wet cargo from dry cargo;
• Repack to prevent further loss or damage;
• Move goods to a secure location etc.

Important: The Sue and Labor Clause of your cargo policy requires the cargo owner to take reasonable measures as may be necessary to protect the insured property from further loss by an insured peril. Costs or expenses incurred by the cargo owner in doing this are payable under the Sue and Labor Clause.

3. Preserve all packing, damaged goods and seals until advised otherwise by our Insurance Claims Department Representative.

4. Notify us immediately. Complete and send to us the CARGO CLAIM FORM along with claim documents listed in the following paragraph #5. You may also Download it in MS Word file.

5. Retain all copies of the shipping documents. Generally, the following documents will be required to settle a claim. Fax or e-mail these documents to us immediately to so as not to delay the claims settlement process.

IMPORTANT. TIME LIMITS: Damage and or loss discovered by the consignee after delivery and after a clear receipt has been given to the carrier must be reported in writing to iQ Global Logistics within 15 days after delivery of the shipment with privilege to the carrier to make inspection of the shipment. The claim will be forwarded to the Claims Department in home office of our insurance provider. The Claims Department Representative will contact consignee regarding procedure of the claim.

Shipping Documents Necessary to Submit Claim*

MANDATORY DOCUMENTS:

• Proof of Insurance—Timely paid iQ Global Logistics Freight Invoice with insured value in it is considered as the proof of Insurance;
• Detailed Valued Packing List(s) or/and Commercial Invoice with declared replacement value for each insured unit in it;
• Non-Negotiable Copy of Bill(s) of Lading;
• Completely filled CARGO CLAIM FORM  (an itemization of loss/damage claimed). You may also Download it in MS Word file.;
• Destination station’s Delivery Receipt noting any loss or damage to the cargo and/or the packing and/or containers with signature and contact info of the Destination station’s representative;

SECONDARY DOCUMENTS (RECOMMENDED TO BE SUBMITTED):

• Photographs proved damages or loss in your cargo taken at the destination station (highly recommended);
• Carrier’s Reply(s) (if any);
• Survey Report** (when applicable);
• Repair Estimates (when applicable);
• In order to be eligible for All Risk policy consigner must provide a proof that cargo had been professionally packed. Otherwise, cargo is covered by FPA policy.     

* Note that the surveyor or insurance company may need to see additional documents depending on the circumstances. If this becomes necessary, you will be notified.

** Surveyors are neither settling agents nor are affiliated with the insurance company. They are independents who report the facts to the insurance company and have the responsibility for determining the amount of the loss. Usually the insurance company will pay surveyors directly for their services. But in situations when a surveyor requires upfront payment to investigate a valid claim, the insurance company will reimburse the claimant.

IMPORTANT: It is advisable to first consider whether the estimated loss warrants the cost of a survey. Contact us and we will assist you in determining this. Refer to the links for the contact information of the appropriate surveying agent. https://www.lloydsagency.com/Agency/LloydsDOA.nsf/vwAllAgentsCountry?OpenView
or https://www.lloydsagency.com/Agency/LloydsDOA.nsf/InteractiveMap?readform

Frequently asked Questions about Claims

How long will it take to get my claim paid?
The average time to adjust the typical cargo claim and have a check in your hands is 45 to 120 days. The most time consuming steps in the process are the completion of the surveyor’s report and the gathering of documents to support the loss. Surveyors can sometimes be delayed in completing their reports if they are experiencing backlogs in work and/or if the claimant is not able to provide them with the required information in a timely manner.

What may delay a claim or result in not getting paid in full?
All cargo insurance companies have four basic requirements before they will pay your claim. Failure to satisfactorily address any one of the following four items is likely to result in long delays or result in not getting paid.

1. Evidence that there was loss or damage to the goods. Do not discard damaged goods, packaging and container seals until a surveyor has had a chance to investigate the loss.
2. Documents to support the amount being claimed.
3. Evidence to support that the loss did indeed occur in transit. Failure to provide delivery and/or dock receipts with exceptions noted or other proof like weight variances may result in the insurance company questioning whether or not the loss occurred while in transit.
4. Proof that you have reserved the insurance company’s right to recover from the carrier(s) in a timely manner. Please be certain to send letters to all carriers holding them responsible for loss. See the sample letter to send to carriers on page 6–3.

Who is responsible for paying the survey fees?
Upon our confirmation that the estimated loss warrants the cost of a survey, in most cases, the insurance company will pay surveyors directly for their services. However, in situations when a surveyor requires up-front payment to investigate a valid claim, the insurance company will reimburse the claimant.