OOCL as a prudent Carrier, we commit to delivery quality services to our customers, however, errors and accidents might happen and beyond our control. In the event that your cargo having sustained loss/ damage whilst under our custody, we have a professional team in Shanghai, China to handle yours cargo claims in a effective and efficiently manner. You will receive a firm answer, either reject or offer from OOCL with 30 days counting from the date you lodge the claims with enclosure of the supporting documents.
Do I have a Claim?
-- Is this a shipper packed container?
-- Was the original carrier seal intact upon delivery?
-- Was the container in externally sound condition upon delivery?
If your response to above three questions are all 'Yes', probably you may not have a claim.
However, there may be other circumstances pertaining to your claim for which reason you may request us to review it further.
You can:
click here to create notice of claim
General Claims Information
When taking delivery - make sure that loss and damage is registered
What should I do when I take delivery of my shipments?
Check whether the container is externally sound and undamaged
Check that the original OOCL Line and other seals, if any, are intact
For reefer, check the temperature, humidity and ventilation settings (where applicable)
If damage or loss is not apparent at the time of delivery, make a note on the gate out receipt if possible. If damage to cargo is being found later on, you have to notify OOCL within 7 consecutive days after the removal;
If damage or loss is apparent make sure you notify OOCL Line as soon as you are aware of any loss or damage and in any circumstances within 24 hours of taking delivery.
Please refer to clause 26 of the OOCL Line bill of lading (insert the link to clause 26)
In case of loss or damage
If damage or loss is being noted during cargo devanning, you should:
- Stop the devanning, close the container door at once
- Do preliminary assessment of the loss/damage to cargo
- Inform your cargo insurer if you have brought cargo insurance, your insurer might want to arrange for a survey in accordance with the insurance policy
- Inform OOCL and create claim notification;
To protect your interest, always arrange for a survey to ascertain the cargo condition and extent of damage no matter you have arranged cargo insurance or not
OOCLL will send our surveyor to inspect the cargo jointly with your surveyor if your loss exceeds US$5000.
In the event that loss / damage to your cargo is minimal and/or below US$5000, you do not want to arrange survey, we would respectfully request you to take photos both for container conditions and cargo conditions and documented them. You are obliged to produce authentic evidence to OOCL in case you want to file the claim eventually.
If damage or loss occurred and aware before cargo delivery, you should:
- Inform your cargo Insurer immediately if you have brought cargo insurance, your insurer might want to arrange for a survey in accordance with the insurance policy;
- Inform OOCL and create claim notification;
- Arrange for a joint survey with OOCL at your premises right upon cargo devanning;
- Arrange cargo disposal if deem required so to minimize the loss / costs that may be incurred
Documentation
In order to ensure the smooth handling of your claim it is important that you supply the documentation below with your claim.
- Copy of both sides of OOCL transport documents e.g. original bill of lading or seaway bill (not non-negotiable or other copies)
- Letter of Authority to act, from party with rights to the claim, if claim not being filed by cargo interests or subrogated underwritersSubrogation Receipt, if claim filed by cargo underwriters or their agents
- Original commercial invoice
- Packing list
- Export / import declaration if applicable
- Customs declaration
Survey report with original photos certifying the nature and extent of the alleged loss/damage
- Calculation of claim
- Salvage invoice or destruction certificate
- Veterinary certificate (if applicable)
- Short delivery certificate, if CFS terms apply
- Testing reports and Lab test reports
- Other substantiating documents where applicable
Reefer cargo
- Copy of both sides of OOCL transport documents e.g. original bill of lading or seaway bill (not non-negotiable or other copies)
- Letter of Authority to act, from party with rights to the claim, if claim not being filed by cargo interests or subrogated underwritersSubrogation Receipt, if claim filed by cargo underwriters or their agents
- Original commercial invoice
- Packing list
- Export / import declaration if applicable
- Customs declaration
- Survey report with original photos certifying the nature and extent of the alleged loss/damage
- Calculation of claim
- Salvage invoice or destruction certificate
- Veterinary certificate (if applicable)
- Short delivery certificate, if CFS terms apply
- Testing reports and Lab test reports
- Other substantiating documents where applicable
Preventing loss and damage
What can be done to prevent loss and damage?
General cargo
- Ensure that you use a suitable container size and type.
- Check that cargo marks and numbers are identical with those of your documentation including the bill of lading.
- Ensure that the containers are in a clean, odor free and sound condition before stuffing them.
- Ensure that the cargo is suitably packaged for container stowage/transportation.
- Ensure that the container is stuffed in a proper and secure manner so that the cargo cannot shift during transportation.
- Ensure that the container is properly closed and sealed.
- Do not mix incompatible cargoes in the same container.
Reefer cargo
- Check the temperature requirements for your cargo type.
- We recommend that you make a physical inspection to ensure that the actual ventilation setting corresponds to the requested setting.
- Pre-cool your cargo to the correct set temperature.
- Stuff the container in a cold facility (i.e. ensure that the cold chain is never broken!).
- Re-check the temperature before delivering the container.
- Do not stuff the cargo above the red load line.
Our quality commitment parameters
We acknowledge all formal claims on the next working date of receipt, we will let you know our legal position towards the questioned shipment in within 30 days generally.
We do not acknowledge preliminary claims or notices; please let us know if you request a copy of acknowledgement to meet your cargo insurer requirement.