Frequently Asked Questions

General Import/Export

On www.maerskline.com:

1. If you are not already registered on maerskline.com, you should do so first. Register now.
2. After receiving confirmation as a registered user, you will be able to use the Transportation Document Module.
3. To print your bill of lading, you will need to sign and return the Transportation Document Print Agreement which is on the same page.
4. You are now able to search various documents and view documents that are ready to approve and print

*There is more information on electronic documentation services available on our website.

Using Starvoice:

Simply dial 1-888-4Maersk. You will be prompted to enter a 6 digit Contact ID. If you have one, enter it and you will be able to access standard and confidential shipment information.

*We have step-by-step instructions on Starvoice for your convenience. 

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1. Do NOT enter your 6-digit Contact ID if you have one.
2. When prompted, say “No Contact ID” or press 2.
3. Say “Government” or press 6 for Government Contract Cargo Services
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Call the North America Finance Center at 1-800-768-8714
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All NVOCC customers must contact their NVOCC directly for shipment information. 
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Call the North America Finance Center at 1-800-768-8714
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You can call your supplier or tucker for container seal numbers. You can also use Starvoice, our automated customer service platform, for your seal numbers.

*We have step-by-step instructions on Starvoice for your convenience. 

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In addition to calling Maersk Line Customer Resource Centers, you can also call your supplier to determine if a container was dropped off. Your supplier can also tell you if a delivery appointment was made. 
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Go to maerskline.com and access the Transport Documents tool. Use the Verify Copy feature of E-Bill of Lading and make edits to your bill of lading online. 

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Call the North America Finance Center at 1-800-768-8714
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The North America Finance Center at 1-800-768-8714 using the contact name and extension listed on these documents. 
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Maersk Line Customer Resource Centers can only let you know whether your container is on hold at customs or if it was released. You must call your customs broker for details on customs exams and containers put on customs hold. 
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You will receive your arrival notice four (4) days prior to vessel discharge. If the transit time is less than four (4) days, then it will be received by half (½) the transit time. 
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Call the North America Finance Center at 1-800-768-8714 using the contact name and extension listed on the invoice.
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If you arranged your own door move, then you should call your warehouse or trucker to obtain your container number(s). Otherwise, you may call our Customer Resource Centers.

You will also find your container number(s) on Starvoice, our automated customer service system if you have Bill of Lading # or Booking #.

*We have step-by-step instructions on Starvoice for your convenience. 

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Instead of manually filling out your S.E.D and submitting to Maersk Line before vessel departure, you can complete and submit your S.E.D online.

Log on to www.AESdirect.gov for information on how to use this free service from Census Bureau and Customs for filing your S.E.D. data. 

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Claims

Please notify your local Maersk Line office, Corporate Customer Resource Center, or the Corporate Cargo Claims Department immediately. Failure to notify Maersk Line immediately may compromise your rights. 
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Depending on the nature of the claim, we may request you to furnish other relevant documents. We will generally use everything you send us to adjust your claim. 

Here is a list of documents that will help support your claim:

- Delivery receipt (e.g., warehouse receipt, motor carrier receipt)
- Independent seal records if noted in delivery receipts or other documentation
- Unloading records
- Proof of salvage proceeds or certificate of destruction
- Survey or inspection report
- Customs consumption entry
- Photographs of containers and/or damages cargo (preferably date-stamped)
- Other proof of Maersk Line’s alleged fault 

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The claim statement is your assertion to hold Maersk Line responsible. Your claim statement should itemize the extent of the loss or damage you have sustained. Further, you must identify the monetary value of your claim.

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The law protects ocean carriers in certain situations; ocean carriers are not the same as your marine cargo insurance underwriters. Your chances of recovery from the cargo underwriter and from the ocean carrier can vary greatly. In certain cases you may obtain full recovery only from your cargo underwriter. 

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Country  Business Unit Contact name Unique ID E-Mail OAS Group address Business Phone
Canada (dry and reefer)  ML Gail Kobzar GKO029 Gail.Kobzar@maersk.com +P NAM CS CLM +1 (905) 361 3007
NAM key clients & & DLA Prime Vendors (reefer)  ML Stephanie Dunlop SDU003 Stephanie.Dunlop@maersk.com +P NAM CS CLM +1 (973) 514-5574
NAM key clients (dry)  ML CENSRNAM CENSRNAM CENSRNAM +P NAM CS CLM +1 (973) 514-5000
U.S.A. - Government  ML Eugene Nasser ENA001 Eugene.Nasser@maersk.com +P NAM CS CLM +1 (973) 443-4384
U.S.A. and Canada  SCL Eugene Nasser ENA001 Eugene.Nasser@maersk.com +D SCL CS CLM +1 (973) 443-4384
U.S.A.- Gulf & West Coast Regions (dry)  ML Sam Burnett SBU005 Sam.Burnett@maersk.com +P NAM CS CLM +1-(281)863-6822
U.S.A.- Project Cargo & Reefer  ML Karen Denise Thompson Scheele KDT001 Karen.Thompson.
Scheele@maersk.com
+P NAM CS CLM +1 (281) 297-7225
U.S.A-East, Midwest, South Atlantic, Florida (dry)
 
ML Chris Jurow CJU003 Chris.Jurow@maersk.com +P NAM CS CLM +1 (704) 571-4681
USA & Canada
 
SEA Barbara Suarez BSU002 Barbara.Suarez@sealand.com +P NAM CS CLM +1 (954) 438-5324
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You will receive a formal claim acknowledgement within seven (7) business days.  Maersk Line may ask you to provide further supporting documents.

In container loss situations, we will begin a systematic search for the missing container. In partial cargo loss situations, we may arrange for an inspection of the remaining cargo by an independent surveyor and will begin an immediate investigation of the loss. 

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You will receive a formal claim acknowledgement within seven (7) business days.  Maersk Line may ask you to provide further supporting documents.

We will arrange for an inspection of the cargo by an independent surveyor if the damage is expected to be substantial. The surveyor will work with you to determine the extent of damage and, under certain circumstances, to help you mitigate the loss. 

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Claims must be presented in writing. All claims must have at least the following documents:

- Claim Statement
- Shipper’s commercial invoice
- Bill of lading
- Packing list 

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Maersk Line cannot guarantee that your claim will be considered unless you have ALL of the above documents. 

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Maersk Line is only obligated to pay its legal liability, determined by applying the applicable law and the terms of the applicable contract of carriage. 

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Please e-mail a claim with all required and supporting documents to Maersk Line. You can include scanned documents with your e-mail. You will receive a formal claim acknowledgement within seven (7) business days after we receive your claim. 

If we request for any original documents, you must comply; failure to do so may give rise to grounds for denial of your claim.  

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Yes. In the U.S.A., the law extinguishes the right to receive compensation for damage or loss of cargo if a lawsuit is not commenced within one year of the delivery, or intended delivery, of the cargo.

You should always file a claim as soon as possible. Even if you do not have all the necessary supporting or supplemental documents on hand, sending us a claim will begin the investigation process while you collect the rest of the documents. 

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