Instruct us on a claim
Send us the initial details by phone or using the form below. We will contact you to arrange the survey.
Useful information
- Your references: claim number and policy number, if known
- Contact details of the insured and of the person on site
- Location of the goods and date from which they can be inspected
- Nature, quantity and value of the goods
- Mode of transport, shipment and delivery dates
- Description of the damage observed
Documents to provide
- Transport document: CMR consignment note, bill of lading, air waybill or delivery note
- Commercial invoice and packing list
- Remarks noted on delivery and written notice of claim
- Photographs of the damage, packaging, vehicle or container
- Temperature records (temperature-controlled goods)
- Correspondence with the carrier and other parties involved
- Terms of sale and Incoterm, where applicable
Some documents missing? Instruct us anyway: we will request them during the investigation.
First steps after a loss
- 01
Note precise remarks on the delivery document: nature, quantity and condition of the damaged packages. A general remark such as "subject to unpacking" has no legal value.
- 02
Confirm them in writing within the time limits: 3 days (excluding public holidays) for domestic road transport in France, by registered letter; 7 days (excluding Sundays and public holidays) for non-apparent damage under the CMR Convention; 3 days for sea transport; 14 days for air transport.
- 03
Keep the goods, packaging and securing materials as they are until the survey.
- 04
Photograph the damage, if possible before unloading.
- 05
Take all reasonable steps to mitigate the loss.
- 06
Contact us as early as possible to arrange a joint survey.
These time limits are indicative: the applicable limits depend on the contract and on the legal regime governing the transport.
Instruction form
Required fields are marked with an asterisk. Documents can be sent in reply to our acknowledgement of receipt.