General instructions to be followed in case of claim

Always copy SA\VE in the communications!

Immediate notification that an incident has occurred must be given from the consignee and/or the Assured to SA\VE Hamburg, see details below. Failure to comply with the instructions may imperil the insurance coverage. For any claim exceeding a claim amount of approx. USD 3.000,00 a local surveyor has to be appointed, please follow this procedure:

In order to secure recovery rights, carrier/ shipping line/ forwarder must be held liable in writing and invited for joint survey.

Step 1: Inspect the goods immediately

Provide SA\VE with the following first information:

  • Kind of goods
  • Quantity of goods
  • Where is the consignment currently
  • Container number
  • Origin
  • Destination
  • Kind of Problem

Step 2: Secure rights of recovery from third party

Secure rights of recovery by sending the Claim Notification to the shipping line / carrier and invite them for joint survey.

Step 3: Inspect the goods immediately

Minimize and avert further loss or damage

Step 4: Contact the surveyor

Contact the surveyor immediately

Click to find your surveyor

Step 5: Provide surveyor with important information

It is crucial to provide all important information for a proper claims handling

  • Exact Address where survey has to take place
  • First Name and Surname of person in charge
  • Mobile Phone Number
  • Phone Number
  • E-Mail Address
  • Bill of Lading
  • Packing List

Step 6: Do not alter condition and packing of goods

Goods should remain with consignee until survey has been appointed and conducted.

Step 7: Prepare set of claim documents

Prepare these documents to ensure a hassle-free damage claim:

  • Bill of Lading, Waybill or AWB (including reverse side)
  • Packing List
  • Booking confirmation including ETA, ETD and carrying instructions
  • Commercial Invoice
  • Quality Control
  • Photo and Origin Certificates
  • Temperature recorders
  • Photos
  • All other claim related documents