When cargo is lost or damaged, acting quickly protects your rights. Here’s everything you need to know — from first notification to final settlement.
Notify us after incident
Months to full settlement
Days to dispute carrier in writing
Licensed broker on your case
Follow these steps carefully. Missing a deadline or skipping documentation can jeopardise your claim.
As soon as you discover loss or damage, notify us — and notify the carrier in writing. Don't wait to assess the full extent. Time limits are strict.
Before anything is moved, repaired, or disposed of, document everything. Evidence lost at this stage cannot be recovered later.
We will appoint an insurer-approved surveyor to inspect the damage. You should be present — or hire your own independent surveyor for an objective comparison.
A complete, well-organised document submission is the single biggest factor in how quickly your claim is processed.
The insurer reviews all documentation and the surveyor's findings to determine whether the loss falls within your policy's cover and exclusions.
Once the claim is approved, settlement is arranged. The insurer pays based on the insured value agreed at the time of the policy — not market price at time of loss.
Gather these before submitting. Incomplete documentation is the most common cause of claim delays.
Proof of cargo movement and custody chain throughout the voyage.
Establish the value, ownership, and condition of the cargo at time of shipment.
Confirms your coverage was active and the terms applicable to the shipment.
Visual and written proof of the loss or damage at the time of discovery.
Required when shipment used inland forwarding or no original B/L exists.
If General Average is declared on your vessel, additional documents are required.
Marine cargo claims take time. Complexity, third-party cooperation, and completeness of documentation all affect how long your claim takes.
Report the incident to us and to the carrier in writing. Photograph everything. The 3-day window to write to the carrier starts from delivery date — missing it shifts the burden of proof to you.
Surveyor is deployed to inspect damage. Initial cause-of-loss investigation conducted. Preliminary report issued. Speed depends on surveyor availability at the relevant port.
All claim documents submitted and reviewed by the insurer’s claims team. Policy coverage verified. Any missing items are requested — each back-and-forth can add 1–2 weeks. Submit complete documentation to avoid this.
Final surveyor report received. Insurer assesses whether the cause of loss falls within your policy cover. Settlement quantum calculated. For straightforward, well-documented cargo claims this stage can complete within 30–45 days.
Simple, fully-documented claims can settle in 1–3 months. Claims involving third-party recovery actions, General Average, disputed liability, salvage, or legal proceedings regularly take 6–12 months or longer. Keep your suppliers informed — payments can take up to 6 months even in straightforward cases.
Understanding exclusions is as important as understanding coverage. These losses are typically excluded regardless of policy type.
Any loss caused intentionally by the assured or by deliberate action with knowledge of likely damage. Requires an element of intent — negligence alone is treated differently.
Loss arising from the natural properties of the cargo itself — e.g. fruit spoiling from natural ripening, metal rusting under ordinary conditions, or goods deteriorating from within.
Gradual deterioration, scratching, denting, or damage caused by the ordinary handling expected during a normal voyage. Not considered a fortuitous event.
Financial loss caused purely by delay in arrival — even if a covered peril caused the delay. Consequential losses such as missed contracts or market price drops are excluded.
Loss or damage resulting from insufficient packing or preparation of cargo. The standard applied is whether the packing was suitable at the time the policy was attached.
War, civil war, piracy, and strike-related losses are excluded from standard ICC (A), (B), and (C) clauses unless the Institute War Clauses and/or Strike Clauses are separately added to your policy.
Complete the form and we will contact you within one business day. For urgent incidents — especially where evidence is at risk — WhatsApp Tommy directly for an immediate response.
Send photos and details to Tommy directly on WhatsApp. Fastest way to start the process.
Straight answers to the questions we get asked most.
Honestly — it depends on complexity. The Marine Insurance Act 1906 sets no fixed prescription period for cargo claims. Simple, fully-documented claims with cooperative carriers can settle in 1–3 months. Claims involving surveyor disputes, recovery actions against carriers, General Average, or legal proceedings regularly take 6 months to over a year. The most reliable way to shorten the timeline is to notify us immediately, document everything, and submit complete paperwork the first time. Any back-and-forth on missing documents adds weeks.
Yes — and the time limits are short. For sea freight, you must write to the carrier within 3 days of delivery if the damage was not apparent at delivery (“concealed damage”). Miss this window and the carrier can avoid liability, shifting the burden of proof to you. For air freight, the limit is 14 days for loss or damage. Notify us first via WhatsApp and we’ll help you draft the carrier notification correctly.
Your policy type directly determines what losses are covered:
Under (B) or (C), you must prove how the loss happened and link it to a covered peril. Under (A), the insurer must disprove coverage.
Yes. The most common reasons claims are denied include:
If your claim is denied and you believe it is unjust, request a written explanation. About 10% of claims are unjustly denied — and the majority of those who dispute the decision receive settlement. Contact us and we’ll advise on next steps.
General Average is a maritime law principle where all cargo owners sharing a voyage proportionally contribute to losses incurred to save the ship and remaining cargo (e.g. cargo jettisoned to prevent sinking). Your cargo insurance policy — provided it includes General Average coverage, which is standard in ICC A, B, and C — will cover your contribution. You will be asked to sign a GA bond and possibly make a deposit. Contact us immediately if General Average is declared on your vessel.
No — not without insurer approval. Do not dispose of, repair, or move damaged goods until the surveyor has inspected them. Doing so can be treated as destruction of evidence and used to reject your claim. The only exception is if lives are at risk or the goods are creating an immediate hazard. In that case, document everything as thoroughly as possible first and notify us before taking action.
Settlement is based on the insured value agreed when the policy was issued — the doctrine of indemnity. The goal is to restore you to your pre-loss financial position, not to generate a profit. Under a valued policy (which most cargo policies are), the agreed insured value is the basis of the payout. If you are underinsured, you may bear a proportion of the loss yourself. The settlement does not increase if market prices have risen since the policy was taken out.
