How do I make a claim?
Freight insurance claims for marine and transit policies arranged by Freight Insurance Services International are lodged on this page. In the event of loss or damage which may give rise to a claim, please notify us as soon as possible. As your Australian insurance broker, we help you through the claim with the insurer.
All marine and transit insurance related claims need to be submitted here following the below instructions:
- Select the relevant class of insurance below
- Follow the prompts to lodge your claim
What should I do first if my cargo arrives damaged?
01
Note the damage on the delivery docket, and do not sign a clean receipt if damage is visible.
02
Photograph the container seals, packaging and damaged goods.
03
Hold the carrier liable in writing within its notification window.
04
Notify us straight away on 1800 656 836 and lodge your claim above.
Insurer claims contacts
In the case of an emergency when our office is closed below are the contact details of the major insurance companies:
Agile Underwriting
Claims Department
Allianz
Claims Department
AIG Marine
Claims Department
AXA XL
Claims Department
Berkshire Hathaway Specialty Insurance
Claims Department
Chubb Insurance
Claims Department
Coast Marine
Claims Department
Club Marine
Claims Department
Global Transport & Automotive Insurance Solutions
Claims Department
HDI
Claims Department
Liberty Insurance
Claims Department
National Transport Insurance (NTI)
Claims Department
NM Insurance
Claims Department
QBE Australia
Claims Department
Salt Marine Risks
Claims Department
Shipowners
Claims Department
Claims guidance
Should I admit fault after an accident?
No. Do not admit fault, offer a settlement or sign a waiver with a third party without your insurer's consent. Doing so can breach your policy and put the claim at risk.
How are freight insurance claims assessed?
The insurer may appoint an independent assessor or loss adjuster to investigate, confirm the extent of the damage and calculate the payment under your policy wording.
What if my claim is denied or disputed?
We can lodge a formal internal dispute resolution complaint with the insurer for you. If it is not resolved, you may be able to escalate it to the Australian Financial Complaints Authority (AFCA). See our dispute resolution process.
Not insured yet? Get a quote for cargo and transit insurance before your next shipment, or contact our office.
Frequently Asked Questions
What documents do I need to lodge a claim?
Usually your certificate or policy number, the commercial invoice, packing list, bill of lading, air waybill or consignment note, the delivery docket with the damage noted, photos of the damage and packaging, repair or replacement quotes, and a copy of your letter holding the carrier liable. Send what you have; we will tell you if anything else is needed.
Should I throw away damaged goods?
No. Keep the damaged goods and their packaging until the insurer or its assessor says you can dispose of them. They may need to inspect them, and disposing of goods too early can make the claim harder to prove.
Who pays my claim: FIS International or the insurer?
The insurer assesses and pays the claim under your policy. As your broker, we help you prepare and lodge it, follow it up with the insurer and support you if a decision needs to be reviewed.
How long does a claim take?
It depends on the size and complexity of the loss. Straightforward claims with complete documents are usually settled faster, while larger losses may need an assessor’s report. Lodging promptly with all the documents is the best way to avoid delays.
Which claims can I lodge through the FIS International claims page?
The FIS International claims page is for marine and transit insurance claims, such as loss of or damage to goods in transit. Notify us as soon as possible after the loss or damage, select the relevant class of insurance on the page and follow the prompts to lodge your claim. The insurer assesses and pays the claim, and our team helps you prepare it and follows it up with the insurer.
This information is general in nature and does not take into account your objectives, financial situation or needs. Please read the policy wording and our Financial Services Guide before deciding.