Household Removals Claims

What to do in the event of a possible household removal claim

Note: you should always inspect cargo on arrival.

• Immediately advise your Insurance Broker or our Marine Claims Centre.
• We also recommend that you go back and familiarise yourself with the terms of your insurance policy, particularly the claims provisions.
• Immediately lodge a written claim against the carrier for any loss or damage.

1. If your cargo arrives in a container, the external surfaces should be immediately inspected for damage, and also the roof door seals and rust spots should be inspected for water leaks. If damage is apparent, note the extent and type of damage on the delivery documentation. Similarly, in the case of livestock, livestock should be inspected on arrival and if any death or injury is apparent, the extent and type of damage should be noted on the delivery documentation.

2. As soon as you are aware of a potential loss / claim, you must, within three days, lodge a claim against the carrier in writing. The attached word file should be copied onto your letterhead, details should be completed and forwarded immediately. If you are unable to fully quantify the extent of damage, you should still write to the carrier within three days and advise the carrier that further details will be forwarded once the claim is quantified.

3. In all cases:

• You should take all reasonable steps to minimise any further loss or damage (or, in the case of livestock, any further death or injury). You must act to safeguard the property insured.
• You should tell us as soon as possible of all details known to you including the time and location of the loss, and any circumstances that will assist us in investigating that loss. You should gather evidence and documentation to support your claim and provide it to us as soon as possible.
• You should not dispose of any damaged goods or livestock without first giving us the opportunity to inspect it.

4. You must complete and sign the appropriate claim form:

Household Removals Claim Form

5. Please provide as many of the following documents as are applicable and that you have available. If you need to retain any documents for customs or tax purposes please forward legible copies (of both sides).

• Bill of Lading / Air Way bill
• Local carriers consignment note with terms and conditions on reverse
• Invoice for the purchase or sale ( as applicable ) of the goods
• Copy of your claim against the carrier
• Copy of carrier’s reply (if and when received)
• Copy of any non-delivery, or short receipt, credit notes (if applicable)
• Documentation relating to out turn / receipt of goods
• Quote for repairs / replacement
• Police report number
• Insurance Certificate
• Copy of temperature records
• Invoices to confirm salvage sale price
• Copy of any specific instructions given to the carrier

Depending on the size or type of loss we may appoint a surveyor to inspect the goods and gather information. The surveyor will not take control of the claim. You should co operate with the surveyor as this will assist in the handling of your claim.

If your loss occurred outside Australia you should notify our appointed overseas claims agent. This information can be found on either your insurance certificate or online.