Service
Cargo claim settlement for exporters
When perishable cargo insured with Citrus arrives damaged, we file the claim with the insurer, arrange the survey and follow it through to settlement. If the insurer rejects it, our marine lawyers take it further.
- We file the claim for you
- Survey arranged
- Marine lawyers if rejected
- Temperature records
Book and manage it in the Citrus App
The sooner you report, the stronger the claim. Ask your consignee to note any damage at cargo clearance, before the empty container is returned.
Why Citrus
What you get with Cargo Claim
We file the claim for you
Share the details and documents once. We register the claim with the insurer and follow up until a decision.
Survey arranged
We coordinate the insurer's surveyor, and the shipping line's surveyor at destination if needed, with your consignee.
Marine lawyers if rejected
If the insurer rejects the claim, our marine lawyers review the case and pursue it with your go-ahead.
Temperature records
Temperature data logger records and Citrus Live history help show what happened to the cargo in transit.
How it works
Simple from start to finish
Report the damage
Tell us within 3 days of opening the container, with photos and videos of the cargo and container.
Share details and documents
Send the loss details and documents from the checklist below, with the filled claim form we share.
We register the claim
Citrus files the claim with the insurance company on your behalf.
Cargo survey
The insurer's surveyor contacts your consignee and inspects the cargo on the next available working day.
Survey report and decision
The surveyor reports on the inspection, and the insurer accepts or rejects the claim.
Settlement
Once the claim is approved, the claim amount is settled. If it is rejected, our marine lawyers can take it further.
Documents
What you need to file a claim
Keep these ready. Our team shares the claim form and any formats you need to fill.
To file the claim
- Date, cause, location and description of the loss
- Date the damage was noticed
- Details of the damaged goods and estimated loss value
- Invoice number and date
- BL / LR / AWB number and date
- Commercial invoice and packing list
- Copies of the BL and LR
- Insurance certificate
- Consignee name, mobile number and cargo location for the survey
- Photos and videos of the cargo and container
- Temperature data logger details
- Filled claim form
To support the claim
- Estimate of loss on shipper or consignee letterhead, with the basis of calculation
- Full claim amount with a breakdown
- Stuffing report and container door-closing photos
- Pre-shipment photos or quality report
- Harvest certificate
- Pre-cooling and cold storage records at the port of loading
- Survey or quality inspection report after discharge, with photos of the damage
- Destruction certificate or salvage sale invoice from the consignee
- Freight invoice
If the claim is rejected
- Letter of authority from the consignee to the shipper, signed by the consignee
- Letter of authority from the shipper, signed by the shipper
Watch
How to book the cargo claim service in the Citrus App
A short walkthrough, in English, Hindi, Marathi and Kannada.
FAQ
Questions about Cargo Claim
Which claims do you handle?
Claims for cargo spoilage and damage in transit, on shipments insured with marine insurance through Citrus.
Who can use the cargo claim service?
Exporters who added Citrus marine insurance when booking their container. Marine insurance is available with a Citrus booking.
How soon should I report a claim?
Report within 3 days of the container being opened at destination. Ask your consignee to note any damage at cargo clearance, before the empty container is returned. Claims are much harder when no damage was reported at the time.
Why is the cargo survey important?
The insurer will not process a claim without a survey. Your consignee needs to share their availability so the insurer's surveyor can inspect the cargo.
What if the consignee dumped or sold the damaged cargo?
If the cargo was dumped at a third-party facility, the consignee should get a destruction certificate from there. If it was dumped in-house, we share a destruction certificate format for the consignee to sign. If some cartons were sold, the consignee should share the salvage sale invoice.
Is every claim approved?
No. Every claim is subject to the insurer's approval, based on the survey report and documents.
What happens if the insurer rejects my claim?
With your confirmation, our marine lawyers review the case and pursue the claim. For this, we need signed letters of authority from the consignee and the shipper.
Are there any fees?
There is no additional fee to file a claim. If our marine lawyers take up a rejected claim, their fee is taken from the settlement amount, so you pay nothing upfront.
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