Filing a claim for loss or damage.
We make every effort to maintain the maximum level of freight integrity. At the same time, we realize that problems sometimes occur. In the unfortunate event of damage or loss to your goods, the following procedure outlines the steps you must take to ensure timely settlement of cargo claim:
Preliminary Claims (Notification) - Timing of Preliminary Claim
Report Visible Loss/Damage: Immediately
Filing of final figures within 60 days
Claimant should complete claim form “Customer Statement of Claim Questionnaire” attached found in the website and submit with supporting documents so a claim file can be set up. Once the claim file is set up by Schenker Inc, an acknowledgement letter is sent out via mail with the claim number and a request for additional documents if any. Claims can be submitted via email to us.
ROAD - DOMESTIC – Within Canada
For International shipment please send claim to us. Failure to notify Schenker Canada within the following time limits could lead to a claim being denied by Schenker of Canada.
In case of damage to and /or loss of cargo, preliminary claims MUST be filed immediately (or within the prescribed time limitations set forth in the respective transport document that the goods are transported under). We recommend for customer to notify their insurance company, Schenker and supplier if applicable
Notification must be presented with sufficient details to identify the shipment, indicating nature of the damage, ESTIMATED amount of damage, current location of cargo and container if applicable as well as contact details
Pictures should be taken in the following manner as applicable
In cases where damage to the product has occurred due to a faulty container, Please consult with carrier and/ or your insurance company if the container can be released back to the terminal. Your office must provide this information immediately upon arrival. Upon receipt of the information Schenker will confirm if surveyor will be appointed OR if container can be released back to the terminal
It is important that customer acts quickly within the free time frame, as Schenker will not be responsible for charges incurred for holding the container
Protect damaged cargo from additional damage or loss
Upon delivery of a consignment which has suffered loss or damage, a consignee should immediately segregate the damaged goods from the sound and take all reasonable measures to avert further loss.
Loss mitigation includes salvage, Claimants are required to show, with documentary evidence, how reasonably and efficiently loss mitigation has minimized total damage.
Do not discard any of the packaging until directed to do so by your insurance company
Please note All Freight Charges must be paid in full before any claim will be considered
In case of Different seal on the container
Customer should also take pictures of the "new" seal number and keep it until such time as the carrier may ask for it, Open the doors of the container and take pictures of cargo as you see it
Assignment of surveyors
Carrier at their option may or may not appoint a surveyor to inspect cargo and container, depending on the amount and type of loss. Please note the surveyors or independent inspectors assigned by the carrier will inspect cargo on an unbiased basis. However please be advised that carriers will not release results of their survey report to claimant as it is used for their internal information. Usage only
Therefore it is recommended that claimants also arrange their own surveyors to support their position.
In the event the cargo relates to an insured risk we would respectfully recommend the mater be referred to your cargo insurers for review and compensation. They will in turn claim to the party deemed to be liable
In the event you confirm the cargo does not relate to an insured risk, and you are the rightful claimant, we respectfully advise that our liability, if any, is limited by our terms of carriage and standard trading conditions
If you wish to proceed for review under limited liability by our office, please provide the following information and documentation
Filing of Formal Claim- Claim Documentation
In case of a claim Following documents are required to continue with the investigation
The Carrier will require that claimant provide proof of damage to the container (if applicable) and actual damage to the product, and as well - what the receiver has done to mitigate the "loss". Will the items be sold at a discount? , Or could they be repackaged? Etc
The foregoing will normally be sufficed, but circumstances may require additional information or special action. In order fully to protect your rights, always act promptly and prudently to preserve and safeguard your shipment.
Acknowledgment- Disposition of Claims
Upon receipt of written preliminary notification from customer with an estimated amount of damaged Customers can expect to receive acknowledgment from Schenker with a claim reference number within 72 hours
Schenker will also notify customer if the carrier will appoint surveyor upon receipt confirmation from carrier
Upon receipt of Customer’s Formal Claim, with appropriate supporting evidence as per above list, Customer can expect an acknowledgement within 72 hours
We anticipate that investigation may take generally up to 2-3 months however depending on the complexity of the claim cases may take longer
Upon completion of the investigation and review of the supporting evidence received, depending on the merits of the claim, Schenker will pay OR make a firm compromise OR refuse the claim
If the customer declines to purchase Shipper's Interest Insurance from Schenker then settlement if any will be based on International laws, contract of carriage terms and conditions and Schenker Canada Standard Trading terms and conditions and varies depending mode of transport
Schenker Claims Department Contact information is as follows:
Please note this form is to be used for a claim with DB Schenker of Canada only.
If customer accepted to buy insurance from Schenker prior to commencement of the shipment at an agreed rate. Our office will also handle the claim with above guidelines, settlement if any will be based on the policy terms and conditions agreed in writing prior to commencement of the shipment
Schenker offers competitive rates for cargo insurance. If your office wishes to request a quote for insurance coverage you may contact your local sale representative prior to sailing of the shipment
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