1

Collect supporting documents

2

Prepare a claim notification

3

Send in documents

1

Collect supporting documents

  • Certificate of Insurance

  • Commercial Invoice

  • Packing List

  • Air Waybill / Bill of Lading

  • Claused Delivery Receipt

  • Hold Liable Letter against Common Carrier or Forwarder and Their Reply (if any)

  • Irregularity Report Issued by Carrier

  • Photos showing the inner and outer packaging of the cargo

  • Photos showing the extent of damage of the cargo

2

Prepare a claim notification

  • Please provide information including the following:
  • Claim Item List
  • Nature of Loss / Damage
  • Loss Amount and Quantity
  • Master / House Air Waybill No. / Bill of Lading No.

3

Send in documents

By Mail
  • 7/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong

In Person
  • Drop your documents at our customer service centre (Find the nearest one here)

Submission Timeline

  1. Please submit the completed claim note with required supporting documents to us as soon as any irregularity (i.e. damage or lost) of cargo is noted.

IMPORTANT NOTE

  • Do not dispose the damaged cargo, and keep all the packaging before the claim is settled.

Remarks:
The above claims procedure is for reference only. For more details, please refer to the relevant policy provisions. FWD reserves the right to amend these requirements or seek additional information to support each claim.

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