Q: In case of a claim, how do I receive my compensation?
In case of cargo loss or damage, please contact your local customer service representative. Our agent will be glad to take all details and transfer the case to the claims handling team for quick resolution.
Please expressly advise that this is a claim under Value Protect upon notifying the cargo loss or damage and provide relevant proof so that the claim can easily be identified as being submitted under Value Protect conditions.
Q: Which documents are required to submit the claim?
Customers who have purchased any of the Value Protect packages will be required to only provide the following documents to file a claim:
- the commercial invoice
- a letter of protest
- colour photos
- Some cases might require an independent surveyor’s report to show the extent of the damages
Q: How soon will my claim case be handled?
All claims for cases for which Value Protect was purchased will be resolved within 14 days of when your fully documented claim is received.
Q: Will Hamburg Süd appoint a surveyor on my behalf in case of cargo damages?
Hamburg Süd will appoint a surveyor on behalf of the customer in case cargo damage has occurred for shipments compensated by: Value Protect Dry Plus, Dry Extended or Cool Advanced packages.
Q: What happens in case of General Average? Will I have to provide a bank guarantee or other documents?
General Average (GA) is a long-established procedure in the maritime industry for distributing extraordinary losses and expenditures in a fair manner between the parties (i.e. vessel and cargo) involved in case of a casualty.
The GA Adjuster will ask the cargo owner to provide security for the GA expenses according to the contribution of the cargo prior to proceeding with the release of cargo. If Value Protect has been purchased and the required GA security is within the Value Protect coverage limit, there will not be a requirement to place any security for GA and/or salvage contribution. Hamburg Süd will place the security subject to receipt of required documentation from the customer. However, a customer who purchased Value Protect will still need to provide the following documents:
- Packing list
- Average bond (signed and stamped by customer)
- Commercial invoice (to calculate the security amount based on the percentage of contribution as advised by the GA Adjuster)
- Sign the subrogation letter for Hamburg Süd to handle the claim
If the required GA security is higher than the purchased Value Protect coverage limit, customer will need to provide the whole amount of security directly to the GA Adjuster.
Q: Why do I need to provide an average bond if Hamburg Süd will be placing security on my behalf?
The average bond establishes the identity and contact details of the receiving party in order to make contact after delivery, if necessary, regarding information about the goods. Further, the GA bond establishes a promise to pay, which in case of Value Protect compensation will be fulfilled by Hamburg Süd.