At Maersk Line we take pride in the quality of our services and work hard to deliver what we promise to our customers. Sometimes however, errors and accidents can happen and in that case we aim to settle any claims our customers may have as fast as possible.
If you are unsure whether a loss/damage falls within Maersk Lines (the Carrier's) liability, go to "Do I have a claim” » here.
General claims information
When taking delivery - make sure that loss and damage is registered
What should I do when I take delivery of my shipments?
Check that the container is externally sound and undamaged
Check that the original Maersk Line and other seals, if any, are intact
For reefer, check the temperature, humidity and ventilation settings (where applicable)
If damage or loss is suspected or apparent make a note on the receipt before signing it and send a Notice of claim to Maersk Line
If damage or loss is apparent make sure you notify Maersk Line as soon as you are aware of any loss or damage and in any circumstances no later than within 3 days of taking delivery. Please refer to clause 8 of the Maersk Line bill of lading.
In case of loss or damage
If damage or loss occurs you should:
Inform your insurance company
Arrange for a survey - preferably while the cargo is still untouched in the container. This should preferably be a joint survey with Maersk Line. We kindly ask that you contact your local Maersk Line office to coordinate the survey. Determine whether or not you have a claim: "Do I have a claim?".
Minimise the loss by salvaging the remainder of your goods and take other relevant precautions to protect your cargo and its value for the purpose of loss mitigation.
Ensure that Maersk Line receives a quantified and fully documented claim. Your claim may be subject to a time bar. Please refer to clause 8 of the Maersk Line bill of lading.
Documentation In order to ensure the smooth handling of your claim it is important that you supply the documentation below with your claim.
o All cargo
Copy of both sides of the Maersk Line transport documents e.g. original bill of lading or seaway bill (not non-negotiable or other copies)
Original cargo invoice
Export / import declaration
Survey report with original photos
Calculation of claim
Salvage invoice or destruction certificate
Veterinary certificate (if applicable)
Other substantiating documents
o Reefer cargo
Preventing loss and damage
What can be done to prevent loss and damage?
o All cargo
Ensure that you use a suitable container size and type.
Check that cargo marks and numbers are identical with those of your documentation including the bill of lading.
Ensure that the containers are in a clean, odour free and sound condition before stuffing them.
Ensure that the cargo is suitably packaged for container stowage/transportation.
Ensure that the container is stuffed in a proper and secure manner so that the cargo cannot shift during transportation.
Ensure that the container is properly closed and sealed.
Do not mix incompatible cargoes in the same container.
o Specifically for reefer cargo
Check the temperature requirements for your cargo type.
We recommend that you make a physical inspection to ensure that the actual ventilation setting corresponds to the requested setting.
Pre-cool your cargo to the correct set temperature.
Stuff the container in a cold facility (i.e. ensure that the cold chain is never broken!).
Re-check the temperature before delivering the container.