Information and tips on how to speed up the claims process

Where can I submit my claim?

Submit your claim by following the link to the form. By using the form, it will be easier for you to see what information the claims department may need to process your case and thereby leading to speedier processing.

You can also submit your claim by e-mail to

What do I include in the claim?

When submitting the initial claim, no supporting documents are required – they can be submitted at a later date. However, processing will be faster, the more information you include in the claim (such as date of damage/delay, wagon number, order number, etc.). You must also submit documentation about the incident and the cost (see example below).

For example, in the case of damaged goods: photographs (before unloading), both close-up and from a distance, are required. A damage report certifying the incident must also be submitted. If claiming costs for repair, a copy of the repair invoice must be submitted. In cases of comprehensive damage, evidence of the value of the goods must be provided, such as a commercial invoice. For costs pertaining to empty run (inability to load/unload), a copy of the transportation cost must be submitted.

When should a claim be submitted?

Visible damage must be reported immediately and hidden damage by no later than seven days after delivery. For delay incidents, the claim must be submitted within 60 days.

How are the claims assessed?

The claims department assesses incidents in accordance with agreements and regulations.

How is the compensation settled?

Once the investigation is complete, the claims department will contact you with a possible approval and request for an invoice for the agreed amount.


  • In our endeavor to improve transport quality, all complaints are investigated and therefore, no invoices are approved without an investigation.
  • The transportation invoice must be paid before any compensation can be issued.
  • All claims are settled excluding VAT because damage compensation and insurance payments are not subject to VAT.