Cargo Claims

Weather is unpredictable and so much can go wrong at sea. If you’ve received damaged cargo, or it hasn’t arrived at all, follow our cargo claims process so we can get it sorted for you.

If you are a Broker or Advisor, make a claim here.

Our simple cargo claims process steps:

If you discover that your cargo has been lost or damaged, follow our simple cargo claims process:

It helps to have ready:

Bill of Lading or Air Waybill
Commercial invoice
Insurance certificate
Copy of the Notice of Claim lodged against your carrier
Any documentation relating to the out-turn or receipt of your goods
Local Carriers Waybill (where applicable)
A copy of temperature records (where available and applicable)
Invoices to confirm salvage or sale price of goods (where applicable)
Copy of instructions to carrier regarding carriage temperature (where applicable)

Let us know that your cargo is lost or damaged right away by email. Have your policy number and claim details ready. For after–hours emergency assistance in New Zealand, call Sedgwick on 0800 800 270.

Use our Initial Notice of Claim form to tell any parties including shipping companies, freight forwarders, or carriers involved in transporting your goods that you have a potential claim. Usually, you have to make a claim within 3 days of delivery for transits by sea/road, and 14 days for transits by air, but this will vary according to each carrier’s Terms & Conditions.

If your damaged cargo is overseas, you’ll need to get a survey report so we can understand the extent of the damage or loss. You can request a survey report from one of our claims agents located around the world. Simply email a Vero agent in the country your cargo is located, and they’ll organise a surveyor to inspect the damage at our cost.

After we’ve reviewed the details of your claim against your policy, we might ask you for more information before we settle. We’ll be in touch to let you know what documentation we need. If your claim is accepted, we’ll ask you for your bank account details so we can settle your claim by bank transfer.

Hopefully the stressful part is now over. Using the information you provide to us, we’ll work hard to put things right as fast as we can. We’ll be in touch so you know what’s happening at every step of the way.

Things to do before you make a cargo claim

Inspect your cargo

Always inspect your cargo for loss or damage as soon as it arrives, to identify if any damage has happened during transit. Unpack your things immediately to check for any visible damage like holes or dampness. Even a small amount of damage on the outside of a package can mean serious damage inside. Don’t throw out any packaging without talking to us first. Our surveyors might need to see it.

Act quickly!

If something has happened to your cargo, you need to act right away to stop any more physical damage or financial loss. You can do this by taking protective measures like handling any damaged goods with care and separating any damaged cargo from sound cargo. If you don’t do this, you might not be able to claim the loss. Keep in mind that we’ll only cover cargo that is lost or damaged, not your whole shipment.

Make notes in your freight documents

Don’t give a clean receipt to the delivering carrier unless you can immediately inspect the cargo and have found no damage. If any goods are damaged or partially missing, note on the receipt that the goods are damaged or partially missing. If the exterior packing is damaged, then note “packaging damaged” on the receipt.

Don’t sign anything if your cargo is damaged

Make sure to check the number of the packages in your cargo before signing the receipt. If you suspect your cargo is damaged, don’t sign the receipt. If you can, take photos of the packages while they’re still in the truck or container to show any damage to the packages or to prove they were stowed badly.

File a claim

Insurance forms you need to make a cargo claim

Cargo claim form

Marine Claims Information Sheet

Cargo initial notice of claim form

Cargo Household goods and personal effects claim form

Brokers and advisers can find more documents in the Broker & Adviser Centre

Our claims promise

We know that claim time can be particularly stressful for customers. Our claims teams aim to settle straightforward claims immediately.

If your claim is a bit more complicated, we’ll work with you and your broker or adviser to ensure your claim gets processed as quickly and efficiently as possible. Either way, we promise to treat all our customers fairly.

We’d love to hear your feedback, whether it’s good or bad. Give us feedback or make a claims complaint.

We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers.