OOCL as a prudent Carrier, commits to deliver quality services to our customers. However, errors and accidents might happen beyond our control. If your cargo has sustained loss or damage whilst under our custody, we have a professional team in Shanghai, China to handle yours cargo claims in an effective and efficient manner.
The following procedures are designed to answer your questions and guide you through the claims process:
What should I do when I take delivery of my shipments?
1) Check whether the container is externally sound and undamaged;
2) Check that the original OOCL Line seals and others, if any, are intact;
3) For reefer containers, check the temperature, humidity and ventilation settings.
In case cargo loss or damage is discovered – What should I do?
1) Notify your insurance company.
2) Notify, in writing, the local OOCL office where cargo loss or damage is discovered as soon as possible. Please refer to
Clause 26 of the OOCL bill of lading.
*The following information in your notification to OOCL will help us to give a quick response to your damage notice:
1) OOCL transportation document number; and container number.
2) Nature of loss/damage of cargo (e.g. wet damage, breakage / physical damage, temperature abuse, or quality problem; etc.)
3) Photos of container / cargo.
4) Estimated value of loss/damage (if cannot ascertain, please specify number of affected goods & its corresponding Commercial Invoice Value).
5) If necessary, arrange for a joint survey with your own surveyor and OOCL surveyor’s attendance – preferably while the cargo is still untouched in the container.
6) Minimize the loss by salvaging the remainder of your goods and take other relevant precautions to protect your cargo and its value for the purpose of loss mitigation.
7) Determine whether you have a claim and whether to file a claim.
To whom should I send the claim?
1) Submit the claim to your insurance company or directly to the contract party(s) suspected of causing the loss or damage (e.g. house B/L issuer, if applicable, or contractual carrier on the master B/L).
2) To file your cargo claim with OOCL
Click here to create a notice of cargo claim, or
Click here to submit your formal cargo claim with claim documents online
For non-cargo claim items such as storage or bill of lading charge disputes, please contact your local OOCL Customer Service Representative.
You could also choose to submit the claim to OOCL local offices, in case you are not able to use our online service.
What documents are needed to file a claim?
Well-documented claim will facilitate the claims handling process and speed up the investigation. Please refer to the general documents needed below to submit a claim:
- Copy of OOCL original bill of lading or seaway bill (both front and back side);
- Letter of Authority to act, from party with rights to the claim, if the claim is not being filed by cargo interests; or the subrogated underwriter's Subrogation Receipt, if claim is filed by cargo underwriters or their agents;
- Copy of original commercial invoice;
- Packing list;
- Proof of loss or damage, for example, lab tests, testing reports, etc., and/or survey report with digital photos certifying the nature and extent of alleged loss or damage;
- Breakdown of claim amount;
- Evidence proving pre-shipment cargo condition;
- Stuffing report indicating cargo condition before the container door was closed at origin;
- Trucker’s delivery receipt / devanning tally (warehouse receipt) with seal no. and exceptions;
- Export / Import customs declaration;
- Salvage invoice, if cargo was salvaged;
- Destruction certificate or statement describing disposition of the cargo, in case of unsalvageable cargo;
- Veterinary certificate, if applicable;
- Other substantiating documents, if applicable.
Things to remember
1) Time limit for filing claim:
Normally a claim must be lodged one year from the date of delivery or when delivery should have taken place. Passing that period, claim will become time barred.
2) Loss mitigation (your responsibilities):
Mitigation of loss is the cargo owner’s responsibility. You must take all reasonable steps to mitigate the loss (e.g., separating wet goods, cleaning, repackaging, and salvage, if necessary). You will need to keep records such as ‘reconditioning or repair invoices’ and ‘salvage invoice’ to prove loss mitigation has been implemented.
3) Am I assured full value recovery by OOCL?
The law protects ocean carriers in certain situations; ocean carriers are not the same as your marine cargo insurance underwriters. Your chances of recovery from the cargo underwriter and from the ocean carrier can vary greatly. In certain cases you may obtain full recovery only from your cargo underwriter.
Cargo interests' reference to prevent loss and damage:
General Cargo:
- Ensure that you use a container of suitable size and type.
- 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.
