Claim Handling Procedure for Marine Cargo Insurance
INSURANCE CLAIM FLOW CHART
When the Insured/Consignee……
DISCOVER a loss/damage
1) Ensure the delivery receipt is properly maked if goods are or
appear to be damaged.
2) TAKE photographs of the loss/damage as the evidence
3) Keep the cargo and maintain its original packing
NOTIFY the Claim to Carriers/
NOTIFY the loss/damage to BVTM Warehouse Operator/ or Other
or Their Claims Agent Parties concerned.
SURVEY NO SURVEY
COMPILE the Cost (detailed breakdown of loss amount, cost for repair/replacement of the
loss/damage with the related evidence) and SEND the Claim Documents to BVTM.
NEGOTIATE with BVTM
WITHDRAW the Claim
SETTLE the Claim
RECEIVE the Insurance Money
1. FUNDAMENTAL RULES OF CLAIMS SETTLEMENT AND THE ASSURED'S
Good faith is an overriding principle of insurance. Claims should be settled on the basis of
As to the assured’s duty, the following points should be noted:
• To take such measures as may be reasonable for the purpose of minimizing loss
or to act as if “uninsured”.
• To ensure that all rights against carriers, bailees or other third parties are
properly preserved and exercised
To serve Claim Notice to Carrier/Shipping Agent within 3 days from
date of receipt of cargo.
To serve Notice of Claim to Airline within 14 days from date of receipt
2. NOTICE OF CLAIM TO BVTM or Their Claims Agent
The assured should notify THE INSURER or their Claims Settling Agent as soon as a possible
claim/loss is known. This will allow THE INSURER to immediately provide appropriate
advice in insurance claim, loss mitigation and preservation of recovery rights from
Name : Baoviet Tokio Marine Insurance Joint Venture Company (BVTM)
Address : 6th Floor, Sun Red River, 23 Phan Chu Trinh Street, Hoan Kiem Dist., Hanoi,
Tel No. : (84.4) 3933 0704
Fax No. : (84.4) 3933 0706
Contact Person : Mr. Dam Trung Kien
E-mail Address : kien.dt@ baoviettokiomarine.com
HO CHI MINH
Name : Baoviet Tokio Marine Insurance Joint Venture Company (BVTM) – HCM Branch
Address : 3F, Petro Vietnam Tower, 1-5 Le Duan Str., Dist. 1, Ho Chi Minh City, Vietnam
Tel No. : (84.8) 3822 1340
Fax No. : (84.8) 3822 1338
Contact Person : Ms. Phuong Tu Linh
E-mail Address : email@example.com
When you do receive a shipment on which the loss/damage does occur, immediate notice
must be given to BVTM or claims agent so a survey can be arranged if required.
To assist the surveyor, receivers of cargo should do the following prior to the surveyor’s
(1) Segregate sound from damaged as best you can.
(2) Take photographs of the loss/ damage.
(3) If it is necessary to unpack damaged goods to prevent further deterioration, such as
from water, the packing material should be retained until inspection by the surveyor.
4. NECESSARY DOCUMENTS
a) Original Insurance Policy.
b) Original Bill of Lading (B/L) or Air Way Bill in case of air-freighted cargo.
c) Shipper’s Invoice and Packing List, Weight Note, Certificate of Origin.
d) Copy of your claim letter/notice to carriers/warehouse/other responsible party, as well as
any replies received.
e) Copies of delivery receipts with remarks/exceptions on condition of cargo noted thereon.
(A document indicating the condition of cargo at the time of discharge/delivery)
f) Loss/damage Investigation Report, QC Report on quantities rejected & reasons for
g) Copy of vouchers for expenses (repair/replacement charges where applicable, etc.)
h) Claim Note.
i) Photographs of the damaged cargo.
Note: Additional documents may be necessary depending on the nature and extent of the loss.
5. NOTICE OF CLIAM AGAINST RESPONSIBLE CARRIERS
The insured or claimant is required to give prompt notice of loss/damage in writing to carriers
or other third parties as soon as possible after such loss/damage is known. Your underwriter
will undertake recovery actions against any responsible third party and the amount recovered
is credited to your policy’s experience, an important factor in determining the amount of
Enclosed is a sample form of letter, which can be utilized against particular types of carriers.