In case of damage or faults in your goods please follow these steps:
VISIBLE DAMAGES / EXTERNAL
Upon goods arrive at their destination and before confirming your compliance, you should always check the state of goods from the outside looking for signs of damage. Any
goods damage with visible external signs must be always declared immediately upon arrival.
Against any sign of damage, immediately before accepting the goods, you must issue the claim on the delivery document you receive from the carrier (Bill of Lading, CMR, delivery note, etc. ..)
It is worth mentioning in the claim the number of damaged packages, as well as the type of damage: wettings, breakings etc. It is essential that this document is signed by the carrier. It should be always indicated on the delivery note “goods are received without inspection within the packages” as this implies responsibility of others.
NON VISIBLE DAMAGES / INNER
Once you have received the goods in conformity because there are no apparent signs of damage to the packaging, you should duly verify within 48 hours the status of the goods, as you will still be in time to claim any non visible damage to any third party responsible for it.
Nor damaged goods, nor its packaging should be altered as far as possible, until they are inspected by the Surveyor or Inspector designated for this purpose.
MISPLACEMENT / TOTAL OR PARTIAL LOSS OF THE GOODS
In the case of non-receipt of all or just a part of the goods shipped, you must also issue the corresponding claim on the delivery receipt that the shipping company provides to you: (bill of lading, consignment note (CMR), delivery note , etc.) It is also useful to indicate in the claim the number of lost packages and have the same signed by the carrier.
As in the two previous cases, it will be necessary to send the claim in writing thru a certificate mail to the shipping company (Ocean Liner, Trucking or Rail company, Airline etc.) holding them responsible for the total or partial loss of the goods or their misplacement.
Whenever a casualty happens, you should require the immediate intervention of the Surveyor from the underwriter agency as stated in the certificate of the insurance policy, who will immediately arrive to the place where the the goods are located to determine the causes of the accident and the value of the damage. The commissioner will handle all paperwork, offering also his expertise to the carrier, etc …
Exceptionally, expert intervention may not be necessary, this happens when the amount of the damage does not exceed approx € 500 for domestic transport and approx € 1000 for European or international transport. (These amounts are for guidance only and may vary depending on the insurance company). In these cases, if the loss does not exceed the above amounts, the receiver may prove the damage via other simple means (photos videos etc.), so to expedite the process, and to assess the damage without any official survey.
AMELIORATION OF DAMAGES
The insured must act to lessen the damage of the incident and ensure the conservation of the goods in good conditions, that is, act as if you were not insured. The policyholder should take care of any right of the insurance company to bill the value of compensation to the party which is responsible for the damage to the goods. It is extremely important that the receiver make the appropriate claims on time according to what the local legislation sets (see Deadlines for damages claims), being the shipment by sea, land or air means. In fact exceeding the established deadline could be the reason of the rejection of a claim. Once damages have been verified and quantified, goods remain in the possession of the insured party until they are indemnified, unless other circumstances may prevent it.
ACCEPTANCE / REJECTION OF THE CLAIM
Once all documentation is held by the insurance company and after the study of the incident, unless the insurer deems that there are reasons to prevent the payment thereof, the insurance must proceed to the compensation within the legal deadline.