Transport damage is always frustrating. That’s why a transparent and reliable process is so important. Below, we’ll walk you through how damage claims are handled at Cargoboard and what role insurance plays.
1. Reporting the Damage
As soon as you notice damage, you can easily report it via our Solution Center.
We’ll need the shipment details, photos of the damaged goods and packaging, and – if possible – a damage invoice.
Important:
Visible damage should be noted on the delivery receipt upon arrival.
Hidden damage must be reported within seven calendar days at the latest.
2. Document Review by Cargoboard
Once you’ve submitted your claim, we carefully review all provided documents.
If anything’s missing or incomplete, we’ll reach out to you directly.
The goal is a complete documentation, because only then can we move forward with your claim.
3. Claim Handling: Cargoboard or Insurance?
Depending on the type of damage and services booked, there are two possible paths:
a) Claim handled directly by Cargoboard
If the damage falls within the scope of legal carrier liability (e.g., below certain value limits), we’ll assess and – if eligible – settle the claim directly.
This is based on the German Freight Forwarders’ Standard Terms and Conditions (ADSp).
b) Claim forwarded to transport insurance
If you’ve booked additional transport insurance or if the damage is more extensive, we’ll hand the case over to the insurance provider.
From that point on, the insurer will contact you directly and decide on the settlement based on the submitted documents.
Of course, we’ll keep you informed throughout the process.
4. Claim Resolution
Once the review is complete, you’ll receive a final update:
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Claim approved – the confirmed amount will be paid out to you.
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Goodwill settlement – in some cases, we may offer a partial compensation as a gesture of goodwill.
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Claim rejected – e.g., due to insufficient packaging or late reporting.
In any case, we’ll inform you transparently via email about the outcome and next steps.
Why Transport Insurance Is Worth It
|
|
Carrier Liability (ADSp) |
Transport Insurance (optional) |
|
Reimbursement |
Liability limited to approx. €10/kg |
Full value of goods + additional costs |
|
Processing time |
Depends on liability assessment |
Faster, as settled directly by insurer |
|
Requirements |
Secure packaging, deadline adherence |
Secure packaging, deadline adherence |
Your Damage Claim Checklist
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Document the damage (incl. photos)
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Submit your claim via the Solution Center
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Provide all necessary documents
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Wait for the decision and feedback from Cargoboard or the insurer
Still have questions or need assistance?
Our Claims Team is happy to help – just reach out to us at claim@cargoboard.com.