What do I do in the event of damage if I have taken out transport insurance?

Has your consignment been damaged or lost during transport? Here you can find out what you need to do in the event of a claim to ensure that the insurer is obliged to pay benefits.

What steps do I need to take?

1. Inspect goods immediately for damage.
   If damage is suspected, only acknowledge receipt with reservations (e.g. on the freight document) stating the suspected damage.
2. Ensure that the damage incurred is minimised and further damage is averted.
3. If the estimated amount of damage exceeds EUR 5,000, the commissioning of an average adjuster must be agreed with your responsible contact person.
4. The condition of the consignment and its packaging must not be altered until the arrival of the average adjuster, unless required by measures in accordance with clause 2.
5. The insured event must be reported immediately by initiating the claims procedure via the Sendify platform (see next section below for more information).

How do I start a claim procedure?

If your goods have been damaged or lost during transport, you should initiate a complaint procedure immediately. Therefore, go to your consignment list at https://web.sendify.de/orders and find the affected consignment. Then click on "Options" and select "Claim" (see video).

To enable the claim to be processed quickly, please complete the form carefully and upload all relevant claim documents in full, in particular

1. booking confirmation / Sendify reference
2. description of the damage and condition of the packaging
3. damage invoice
4. weight of damage
5. consignment note, other transport documents, bill of lading
6. delivery receipt with depreciation
7. commercial invoice
8. proof of loss minimisation; proof of disposal (if total loss)
9. documents on the determination of number, dimensions or weight at the place of departure and destination
10. photos of damaged packaging and contents 

For faster and smoother claims settlement, these claims documents must be uploaded immediately, but at the latest in good time before the expiry of any exclusion and/or limitation periods.

Link to the video: Start a claim procedure

What happens after the claims procedure has been initiated?

Once you have carefully completed the form and uploaded all the necessary claim documents, we will forward them to the insurer without delay. The insurer will process the case and will contact you directly if additional information is required or to inform you of the outcome of the procedure. Any claim for compensation will also be reimbursed directly by the insurer. Please note that processing may take several weeks.