Policies · Claims Procedure
Claims Procedure
If your goods are damaged, missing, or delayed, tell us as soon as you can — there are strict deadlines (14 days minimum, sometimes shorter). Send photos, the delivery note, and your invoice. We open a file, chase the carrier, work with your cargo insurer if you have one, and settle within our liability limits and the applicable convention. Speed matters — late notice can extinguish the claim.
Deadlines — read this first
Visible damage at delivery: noted on POD before signing. Hidden damage (sea): within 3 days; full claim within 9 months (our T&Cs) / 1 year (Hague-Visby). Hidden damage (road intl): within 7 days at delivery / 21 days hidden; full claim 9 months / 1 year (CMR). Damage (air): 14 days; 9 months / 2 years (Montreal). Delay (air): 21 days. Loss / non-delivery: within 60 days of expected delivery. Any other claim: 14 days notice (our standard T&Cs) / 9 months full claim. Whichever is shortest applies. When in doubt notify within 14 days.
How to notify
Email [email protected] with subject 'CLAIM — [BOOKING REF] — [BRIEF DESCRIPTION]'. Include booking reference, nature of loss / damage / delay, date of delivery (or expected), photos / video, delivery note / POD (with damage note if visible), commercial invoice for the goods, packing list. We acknowledge within 1 business day with claim reference TAU-CL-YYYY-####.
Evidence to keep
DO NOT throw away damaged goods or packaging until we say — we may need surveyor inspection, destroying evidence can void the claim. Photos: wide shot of consignment in delivery condition, damaged items multiple angles + close-ups, packaging inside and outside, seal / container / AWB / B/L numbers visible, pallet labels, hazard placards, vehicle / container number plate. Documents: signed POD with damage note, commercial invoice, packing list, original quote / booking, B/L / AWB / CMR, communications with carrier or our staff.
Timeline
Day 1: acknowledge. Day 1: open file. Day 1–3: review evidence, request anything missing. Day 5: notify carrier under applicable convention. Day 5–10: surveyor inspection (where loss >£5,000 or carrier requests). Day 5: notify cargo insurer (where ICC-A held). Day 30: carrier interim response. By Day 60 of full evidence: quantum agreed with you. Day 90: settlement decision. Day 90+14: settlement paid (where due). Total target: 90 days for straightforward claims. Complex carrier disputes longer — updates every 14 days.
Quantum — how we calculate
Recoverable amount = lower of (a) invoiced value less recoverable salvage, (b) applicable convention limit for the mode used, (c) our standard T&C cap of 2 SDR/kg + 75,000 SDR per transaction. Partial damage: depreciation rate from surveyor (% of value lost). No consequential / indirect / economic loss.
Cargo insurance interaction
If you hold cargo insurance, file with insurer in parallel (insurers also have 30-day notification rule). Insurer pays full insured value (less excess), then subrogates to recover from carrier / Taurex. We cooperate with insurer's investigation. Insurer recoveries usually faster than direct claims. Usually file insurance first if you have it.
Disputes and records
Disagree with our decision: request Director review within 30 days (reviewed within 14 days), then CEDR mediation (/policies/customer/19), then small claims court for <£10k or English courts under our standard T&Cs. Claim files retained 6 years after closure. Copy of closed file available on request.
Last reviewed 2026-06-06.