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The claims process

  1. All claims will be acknowledged by us by email or fax within two working days of receipt from the insured or broker.
  2. Where necessary, we will, within two working days of receipt of claim from the insured or broker, appoint a surveyor to carry out an inspection within two working days of the appointment or within an appropriate period of time, as the case may be.
  3. We will respond in writing to any significant queries about the processing of the claim within five working days of receipt of such queries or within an appropriate period of time, as the case may be.
  4. We will clarify or confirm the terms of the policy coverage in respect of the claim made within five working days of

Procedure for all types of property and casualty claims

  1. Notification of incident, loss or damageWhen loss or damage under the insurance policy occurs, the insured should notify us of the incident as soon as possible.Any loss or damage caused by theft/burglary must be reported to the local police precinct. A copy of the police report should also be obtained to be produced as evidence for the claim.
  2. Protection of damaged propertyThe insured should take photographs of the damaged property before having any necessary repairs to mitigate the loss or damage. All pertinent evidence must be kept as close to the original state as possible so that our surveyor/claims assessor can detect the damage. In the event that the loss of or damage to the insured’s property was caused by a third party, it is advised that the insured sends such third party a written claim for damages, with a copy to us.
  3. Repair or replacement of damaged propertyThe insured should put forward to us, for consideration and agreement, any quotations for repair/replacement of the damaged parts before proceeding with the purchase or repair.However, if necessary, the insured may proceed with the repair of the damaged property to ensure its safety or to prevent possible continuing or further damage.
  4. Surveying of damageWhere full, detailed surveying of damage is required, we may either undertake the surveying ourselves or assign a surveyor/loss assessor to call the insured and arrange a damage survey at a time and date of the insured’s convenience.
  5. Preparation of claims documentsIn order to speed up the claims process and ensure claims are accurately and thoroughly arrived at, the insured is requested to prepare the following documents for us and/or for the surveyor/claims assessor:
    • Notification of loss or damage;
    • Accident report with photographs of damaged property;
    • Items and costs of loss or damage with relevant documentation, e.g. purchase receipts, warranties or instruction booklet indicating the brand and model of the damaged product;
    • Copy of police report obtained from the police precinct in which the incident occurred;
    • Claim note of the other party (if any);
    • Copy of the insured’s claim for damages against a third party.

Note:The above claims guidelines are only an initial, general guide for the insured and the Company. Our claims process will depend on the terms of coverage of each specific policy effective at the time of the incident. We may also request further information and/or other relevant documents in addition to the six items mentioned above, as necessary and in support of consideration of the claim.

Procedure for marine insurance claims

What to do in case of loss of or damage to goods. If loss or damage is discovered when goods reach the place of destination, the insured will have to follow the procedure below:

  • When loss or damage occurs to goods/cargo covered under a policy, the insured must promptly notify the insurer or its agent specified in the policy so that a damage survey can be arranged.
  • The insured is responsible for protecting the right of recourse against those liable, e.g. all carriers involved throughout the shipping process. This can be done by sending a notice of claim in writing to the carriers within the period stated in the bill of lading/airway bill to seek compensation for the damage occurred to the goods/cargo while under their care.
  • Requesting all relevant damage reports to be used as evidence and documentation in support of claim against those liable, e.g.
    • Wharf survey note;
    • Port Authority of Thailand’s cargo discrepancy form;
    • List of damaged cargo, etc.
  • Requesting that a joint damage survey be carried out between the carrier, the Port Authority and the insured, while also asking for a report of such survey. A written notice of claim can then be sent with the report to the carrier seeking compensation for the damage occurred to the goods/cargo while under the carrier’s care.
  • Careful not to sign the delivery note/delivery receipt if in doubt of any damage to the goods. For example, if dents, tears or scratches are found on the packaging, it is best to open the packaging and check if there is any actual damage. If the goods are found to be damaged, write a description of the damage on the delivery receipt.

Protecting against spreading damage

The insured should take all reasonable steps to confine the damage. For example, if the goods are found to be partially sodden, the wet parts should be immediately separated from the dry ones and then dried out or spread out to dry; expenses incurred from such steps can be claimed from the insurer. The insured should also keep the damaged goods in an appropriate condition such as in a storehouse/warehouse and not leave them in the open.

Documents required in support of claim in respect of sea/air/mail international cargo

  • Claim Note to the insurer;
  • Notice to carrier or notice of claim;
  • Original marine cargo policy or insurance certificate;
  • Bill of lading or airway bill;
  • Invoice;
  • Packing list;
  • Quality control (QC) report or NG report;
  • Delivery order;
  • Photographs of damaged goods or packaging;
  • Wharf survey note or cargo damage report (DMC) (if any);
  • Other documents relevant to the cause of the loss/damage.

Documents required in support of claim in respect of domestic cargo

  • Original insurance policy;
  • Carrier’s delivery note/delivery receipt and/or invoice or other original dispatch note/delivery note;
  • Certified copy of police report, or other document confirming the liability of the carrier or the liability of the other party for the accident;
  • Certified copies of car registration document and driver's license for the insured car and the other party’s vehicle;
  • Carrier’s original receipt and transport agreement;
  • Claim note specifying the amount claimed;
  • Copy of notice of claim to the carrier together with the carrier’s acknowledgement of the liability.