Published 18 October 2026 · By the Rateshwar General Insurance team, Oshiwara, Mumbai
Most cargo claims are lost or reduced because of what happens in the first few hours after delivery, not because the policy didn't cover the loss. If your goods arrive damaged, short or wet, follow these steps.
1. Don't give a clean receipt
If you can see damage, write it on the delivery receipt, lorry receipt, delivery order or equipment interchange receipt (EIR) before signing. Note exactly what you see, for example "3 cartons wet, 1 crate broken". If the packages look fine but you haven't opened them, write "received subject to inspection".
2. Take photos and keep everything
Photograph the vehicle or container, the seals, the packages and the damage before anything is moved. Keep the damaged goods and the packing material. Don't throw anything away or start repairs until the surveyor has seen it.
3. Inform the insurer or us immediately
Tell us or the insurer straight away, with the policy or certificate number. The insurer will appoint a surveyor to inspect the goods and assess the loss. Delayed intimation is one of the most common reasons claims get questioned.
4. Send a written notice to the carrier
Send a written claim notice to the shipping line, airline, transporter or railway, holding them responsible for the loss. Carriers have strict time limits for these notices, sometimes only a few days, so do it the same day if you can. This protects the insurer's right to recover from the carrier, and an insurer can reduce a claim if that right has been lost.
5. Collect the claim documents
- Policy or insurance certificate
- Commercial invoice and packing list
- Bill of lading, airway bill, lorry receipt or railway receipt
- Bill of entry or shipping bill (for imports and exports)
- Survey report
- Copy of your notice to the carrier and any reply or damage certificate from them
- Photos of the damage
- Your claim bill, showing how the amount is calculated
- FIR, in case of theft or a road accident
6. Sign the documents the insurer asks for
When the claim is approved, the insurer will usually ask for a letter of subrogation, which lets it recover the amount from the carrier. Read it, sign it and return it with the original documents.
If you are unhappy with how your claim is handled, you can complain to the insurer's grievance cell first, and then to the Insurance Ombudsman. We can help you prepare the papers at every step.