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Claims Procedure 

Claims Procedure:

When you find or suspect that there is damage to your cargo:

  1. Do not issue a clean receipt to the forwarders or the carriers.
  2. Employ a surveyor to investigate into the case:
    For Export Cargo
    Ask the survey agent, which is listed in the insurance policy, to conduct an investigation. The agent will then send the survey report to Us.
    For Import Cargo
    When your cargo arrives at Hong Kong, inform Us at once. We will then appoint a qualified surveyor to conduct an investigation.
  3. Send a written notice of claim to the forwarders or the carriers to protect your right of recovery as soon as damage or loss is discovered.
  4. Please submit the claim form to us within 30 days from the date of accident/ discovery, together with the following documents:
    • Original Certificate/Policy of Insurance
    • Original Shipping invoices, together with Shipping Specification and/or Weight Notes/Packing List
    • Original Bill of Lading and/or other contract of carriage involved during the voyage
    • Survey report exception list or other documentary evidence such as exception certificate to show the extent of loss or damage
    • Landing account and weight notes at final destination
    • Correspondence exchanged with the carriers and other parties regarding their liability for the loss or damage

Important Notes:

  1. If the loss is covered by the policy, We should pay the survey fee. Otherwise, the cargo owner have to pay the survey fee.
  2. Incomplete claim form cannot be accepted for processing of claim.
  3. Further information may be needed.
  4. It is important that a complete answer be given to every question. If insufficient space is provided for your answers, please continue on a separate sheet.
  5. For inquiry, please call our Claims Services Hotline at 2894 0660 or email at claimin@hk.msig-asia.com.
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