Filing a claim

If goods arrive damaged or go missing, file a claim within the time limits below. The sooner and more complete it is, the sooner it is settled.

Effective from 1 September 2026 Version 1.2 Sample · pending legal review

Contents

1How to file
2Time limits
3Documents required
4Claim form

1.How to file a claim

1 Note it on the delivery note at handoverWrite down the condition of the goods and ask the driver to sign as well. Keep any damaged packaging.
2 Photograph the goods and packagingTake photos from several sides, including the shipping label and close-ups of the damage.
3 Fill in the form belowYou get a claim number. A claims officer contacts you within 1 working day.
4 Verification and settlementOn average 14 working days from complete documents for insured shipments.

2.Time limits

Visible damage: 3 × 24 hours; from handover
Concealed damage: 7 days; if the packaging was intact on arrival
Loss: 7 days; from the estimated arrival date

We cannot process claims filed after the time limit.

3.Documents required

Delivery note with condition notes and signatures
Photos of the goods and packaging (at least 3)
Invoice or other proof of the goods’ value
Packing list, if available
Insurance policy or certificate, for insured shipments

The invoice and policy can follow after you submit the form. Photos must be attached now.

4.Claim form

We have received your claim

Claim number for job . A claims officer will contact you within 1 working day via .

Claim not sent

The connection to our server dropped. Your answers are still here, please try again. If it is urgent, reach us on WhatsApp.

Too many submissions from this network. Please try again later, or send your claim on WhatsApp.

Job number

Printed on the delivery note or in your coordinator’s WhatsApp message.

Type of issue

Damaged goods Lost goods Short delivery Other

Description

Photos of the goods and packaging

Drag files here or choose from your device Drop to upload JPG or PNG, up to 10 MB per photo, at least 3 photos

Upload unavailableThe 5-file limit has been reached.

Last step: how should the claims officer reach you?

Name

WhatsApp or email

I agree to the privacy policy for processing this claim.

You will get a claim number. An officer contacts you within 1 working day.

This document may be updated. We notify active clients of material changes by email 14 days before they take effect. Questions: info@dewantacargo.com.