Filing a cargo loss or damage claim

Schenker International, S.A. de C.V. (DB Schenker México) makes every effort to maintain the maximum level of freight integrity. At the same time, we realize that problems do occasionally happen.

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 a cargo claim:

Customer Responsibility:

In the event of a cargo claim, immediately notify the DB Schenker Mexico Claims Department within the claim notification time limitations set forth in the respective transport document that the goods are transported under.

All claims and inquiries should be sent to:

mx.tm.mex.claims@dbschenker.com


*Failure to notify DB Schenker Mexico within the following time limits could lead to a claim being denied to DB Schenker Mexico:


Ocean Shipments

  • Visible Loss/Damage
    • Immediately
  • Concealed Loss/Damage
    • Within 3 days from date of receipt

Air Shipments

  • Visible Loss/Damage
    • Within 14 days from date of receipt
  • Concealed Loss/Damage
    • Within 14 days from date of receipt
  • Non-delivery of the goods and/or disappearance of merchandise
    • Within 120 days from date of receipt

Land shipments

  • Within the next 48 hrs. form the date of receipt
  • In case of road accident and total theft please inform immediately.


If this shipment was insured by DB Schenker México, please submit the insurance certificate and we will refer the matter to the insurer.  If you have your own cargo insurance policy, or if the shipper insured the cargo, please present this claim to the appropriate insurance company for processing as noted on the certificate or policy.  DB Schenker Mexico, will then resolve this matter directly with the insurer once they have settled the claim.

Take photographs of the damaged cartons and their contents (not applicable on non-deliveries only).


Do not discard any of the packaging materials or move/ship the damaged cargo until directed to do so by the insurance company.



Protect damaged cargo from additional damage or loss - If necessary, reasonable expenses can be incurred to prevent further damage, but should be approved by the insurance company in advance.  Please contact our Cargo Claims Department if you anticipate that additional expenses will be substantial.


Claim Documentation:

  1. Customer Statement of Claim Questionnaire
  2. Formal claim letter
  3.    SchenkerOcean, Ltd. House Bill of Lading, Schenker Intl. House Airway Bill, Master Airway Bill, Carta Porte / Land Transport Bill
  4. Commercial Invoice(s) for the entire shipment
  5. Packing list(s) for the entire shipment
  6. Door delivery receipt
  7. Photos of damaged cargo (not applicable on non-deliveries only)
  8. In case of robbery/theft please send the report submitted to the relevant authorities.
  9. Repair estimates or salvage report (if available)
  10. Any other documents and correspondence that will support the claim.

DB Schenker Mexico´s liability limits

The liability of DB Schenker Mexico for loss or damage to the cargo during transport or storage is subject to the liability stipulated in the terms and conditions, which are applicable to any and all relationship, services and agreement between DB Schenker Mexico and any client.

DB Schenker Mexico will use its best efforts to resolve the claim within a reasonable timeframe, as long as all the requested documentation as necessary, is submitted in a timely manner