Welcome to the Kuehne+Nagel FreshChain Cargo e-Claims portal
Our Cargo e-Claims system will provide you with efficient filing of both preliminary and formal claims as well as the ability to upload related documentation.
In just a few key-strokes preliminary claims that have been entered previously can also be converted to a formal priced claim and additional required documentation added to the file.
Submit Cargo Claim
Find existing claims (your account)
Claim Guidelines
An account will be automatically setup after submitting your first claim.
Your password will be sent by e-mail. Login into your account to find and update claims you have submitted.
Preliminary notice of claim
Please check time limits below.
Claims may be rejected if not sent in time
Formal claim
All your documents ready ?
You can also update existing preliminary here
| No. | Claim Type | Description | Time Limit |
|---|---|---|---|
| 1 | Loss. | Loss of whole consignment. | 120 days from the AWB issuing date. |
| 2 | Damage. | To consignment whole or in part. | 14 days from receiving consignment. |
| 3 | Partial Loss. | Loss of part of the consignment. | 14 days from receiving consignment. |
| 4 | Delay. | To complete consignment or part of it | 21 days from the placing date. |
| 5 | Pilferage. | To consignment whole or in part | 14 days from receiving consignment. |
A cargo claim is a written complaint demanding financial compensation from Kuehne+Nagel FreshChain Netherlands for loss of, damage or delay to cargo whilst in care and control pursuant to a contract of carriage.
In the case of damage or delay, the person entitled to delivery must complain to Kuehne+Nagel FreshChain within the time lines stated below. If no complaint is made within the times indicated below, then no action can be brought against Kuehne+Nagel FreshChain.
Dear Customer,
To guide you smoothly into the future of Claims, we have the rules and guidelines for you to understand your position in this matter and which steps to take.
Kuehne+Nagel is the Forwarder, which means that Kuehne+Nagel arranges your transport, but does not ship it ourselves. When damages occur during transport, this is usually whilst in the care of the Airline, not whilst in the care of Kuehne+Nagel.
This means that Kuehne+Nagel is not liable for damages that occured in transport. Kuehne+Nagel works on the basis of the Dutch Expedition terms (FENEX). According to the FENEX terms the Forwarder is only liable for own mistakes, not for the mistakes of the carriers.
To be of service to our customers we are willing to help you try to claim these damages with the carriers. If you have the right to claim with the Airline please make sure to read the following:
Chargeable stakeholders must prove damages occurred whilst in the care of the Airline, an email stating this fact is not enough. This means that damages must be made know on the Airway bill upon receiving shipment.
Notice of the damages - This documents is crucial for your claim evidence file.
Also, you must notify Kuehne+Nagel of these damages as soon as possible but always within 14 days so Kuehne+Nagel can file a Preliminary Claim for you with the Carrier.
Without this notice the Carrier will reject your claim!
The claimant, the party that is entitled to the goods, must prove the extent of the damages. This means you need to file the following:
- (showing AWB, Strickers or other Proof)
- This document is mandatory for damages above 1000 EUR/USD
- (you can add these charges to your claim amount)
- (must prove the weight of the damaged or missing goods)
Accompany these documents you must file a Claim Letter contains an explaining of what happened and how much you are claiming on your company's letterhead, date, sign and stamp this document.
The liability of the Carriers is usually restricted and sometimes even excluded according to international transport treaties and standard standard terms and conditions.
The liability of an Airline is often conform the Montreal conditions restricted to 19 SDR per Kg (€0.83 ct at the time of writing) of damaged or missing produce.
The carrier is not liable for damages in the following cases:
- delay due to force majeure (war, an act of government)
- faulty packaging
- nature of the goods
- the fault of the claimant
We would advise you to close a transport insurance for your shipments. If you choose an insurance for your shipments, our Nacora office will assist you in this process. Your damages will be covered on basis of Invoice value and claim processes shortened.
For any questions please contact: Ms. Oriana Krisdinna <oriana.krisdinna@kuehne-nagel.com>
If you have checked the liability and have all your documents, please send them to the attention of Ms. Oriana Krisdinna.
Confirmation of your email will be sent and claim process initiated.
