Why does it matter?
Claims are the shipper's legal recourse when cargo is damaged or lost—without a valid claim, the shipper absorbs the financial loss. Understanding claim procedures, documentation requirements, and timeframes is essential to protecting business interests. Carriers and insurers limit claim timeframes to manage liability and prevent stale claims. Shippers who fail to file claims within deadlines forfeit their right to compensation entirely.
How does a claim work in logistics?
When a shipment arrives damaged or lost, the receiver documents the condition immediately (photos, inspection report). The shipper notifies the carrier within specified timeframes (often within 3 days for visible damage, longer for concealed damage). The shipper submits a formal claim with supporting documentation: invoice proving value, photos of damage, repair estimates, and proof of payment. The carrier investigates the claim, determines liability, and either accepts and pays the claim or rejects it. If rejected, the shipper can appeal or pursue legal action.
Claim types and operations
- Cargo damage claims (partial loss, breakage, contamination)
- Loss claims (cargo missing, complete shipment loss)
- Delay claims (cargo arrives late, causing financial loss)
- Carrier liability claims (against transport company)
- Insurance claims (against cargo insurance policy)
- Third-party claims (against customs, ports, or other parties)
- General average claims (ocean freight contribution to accident costs)
- Subrogation claims (insurer pursuing carrier for reimbursement)
Example in practice
A food distributor in Amsterdam ships 20 pallets of premium cheese worth €25,000 to a distributor in Prague via road freight. During transport near the German-Czech border at Skalná, the truck is involved in an accident. The driver stops and inspects the cargo—10 pallets are damaged, with broken packages and spoiled cheese. The receiver in Prague photographs and documents the damage immediately. The distributor files a damage claim with the carrier within 3 days, submitting: (1) invoice showing €25,000 value, (2) photos of damaged cheese, (3) inspection report confirming 50% loss, (4) repair/disposal quotes showing €12,500 loss. The carrier's liability limit under CMR is €11,600 (8.67 SDR/kg × cargo weight). The carrier pays €11,600. The distributor's insurance covers the remaining €1,400 loss (difference between actual damage and carrier liability limit).