Container with damaged boxes in front and Cargo Claims web form to file requests.

Easily submitted. Efficiently resolved.

Cargo Claims – Simplify Your Freight Damage Claims Process

With Hapag-Lloyd’s Cargo Claims web solution, filing claims for damaged freight is quick and easy. The user-friendly interface allows you to upload necessary documentation and photos to support your claim, and you will receive a resolution within two weeks of submission.

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Common examples of damaged cargo include crushed or dented cargo, water damage, and loss of goods due to mishandling. Save time and gain peace of mind with Hapag-Lloyd’s Cargo Claims web solution.

Why Use Cargo Claims?

Guided Flow

File your claim in just a few clicks with a guided, lean, and comfortable claims filing process.

Customized Submission

Submit your claim in a tailored way with a request for documents that match your needs.

Time-Saving Process

Save time by receiving a resolution for the damaged cargo within two weeks of submission.

How to File Your Claim

Follow these four simple steps to submit your claim using our easy-to-fill-in web form:

1. Log in / Register
Register for our Online Business Suite or log in to our website. Alternatively, you can also file a claim as a guest.

2. Add your shipment and documentation data:
Fill in all necessary information, including the BL/SWB number, container number, and upload cargo claim documentation, such as the commercial invoice, or add photos.

3. Enter your contact details:
Tell us how we can get back to you regarding your cargo claim.

4. Submit on "Submit Claim":
Receive your summary with the reference number via email.

File a Claim

Key Features

Access without login: File a claim request even without an account in the Online Business Suite via guest access.
Automatic data validation: Plausibility checks for certain fields, such as container number, are automatically performed when you fill in the form. Incorrect entries are thus avoided from the outset.
Easy cargo documentation upload: In the Documentation section, you can upload as many files as you want in each subcategory up to a total size of 25 MB. There is no need to worry about any limitations concerning the number of documents you want to add.
Convenient summary: Receive the summary of your claims request conveniently in your mailbox after submission.

Frequently Asked Questions

What is Cargo Claims?

Cargo Claims is a web solution designed to help you with the claims process if you receive damaged cargo or cargo that is in an unacceptable condition. After filing your claim, it will be directed to one of our dedicated claims handlers for immediate action.

What should I do if my cargo is damaged?

Take photos of the cargo and the container and notify Hapag-Lloyd’s customer service of the damage. If the damage is significant, conduct a joint survey with Hapag-Lloyd. Notify your cargo insurer if you have purchased insurance. Salvage options should be considered before disposing of the cargo, and you can use Cargo Claims to submit a figured cargo claim.

What is required for a figured cargo claim?

For a figured cargo claim with Hapag-Lloyd, a few claims documents are required. The company recommends using their web solution Cargo Claims to submit the claim. This will guide the claimant through the process and make sure that they are not burdened with collecting numerous documents. The documents required for the claim will depend on the individual case and the merits of the claim.

How do I get a settlement?

Each claim will be evaluated individually, and the settlement amount, if any, will depend on the merits of the claim.

How can cargo damage be prevented?

Choose the right equipment and packing material, and make sure the cargo is properly secured inside the container. Consult our Container Specification guide and cargo protection brochure for help. If you’re shipping refrigerated or dangerous goods/special cargo, contact our sales and customer service or regional experts. Consider purchasing Hapag-Lloyd LIVE to detect issues early.

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