Cargo Claims Procedures

Cargo claims will be handled in accordance with 49CFR370.

Make sure that, either, your operation or your clients follow the procedures, listed below, upon the cargo’s arrival at the destination. This will help Aeronet Worldwide (AKA “Aeronet”) substantiate the claim.

1. Inspect Cargo

Count, weigh, tally, and examine all cargo before accepting delivery. While this can slightly delay the process, you protect your rights of recovery, and minimize your chance for an unrecoverable loss. If the cargo was containerized, record the seal number. If the seal is broken upon arrival, note this on the delivery receipt.

2. Note Exceptions on Delivery Receipt

Be explicit, accurate, and detailed when recording the number of damaged packages on delivery receipts. (Example: “Cartons #2, #4, and #6 were damaged.”). Do not write “subject to inspection.”

All steamship lines, railways, trucking companies, etc. must obtain a signature on a delivery receipt from the person or company taking delivery of the cargo. These delivery receipts contain a phrase stating the cargo was delivered in “apparent good condition,” unless otherwise noted.

If the receiving department signs a delivery receipt without noting any damage, your coverage could be in jeopardy. By not noting any damage, you are signing for the goods “in good condition.” This limits Aeronet’s, or our insurance company’s, right to subrogation from the actual carrier should the loss be paid to your client. By voiding the company’s right to subrogation, you are violating the terms of your settlement agreement and Aeronet’s cargo policy.

You will find most transportation companies understand the importance of protecting their own liability. They may tell you Customs opened the package, or the last carrier damaged the cargo. You should not accept these statements until the cargo is examined, and its condition is determined. Remember that the consignee is the sole judge in deciding how the packages appear, and how they should be signed for.

Keep a copy of the delivery receipt, if possible.

3. Contact Aeronet Immediately

Note the location of the cargo, type of damage, and cost estimate for the damage by email, phone, or fax. We will determine if a surveyor is necessary, and, if so, we will assign one. In any case, do not let your clients dispose of the cargo or packaging material until notified by Aeronet or our insurance company. If Aeronet waives the requirement for a third-party surveyor to document the loss or damage, the consignee shall document the loss or damage, and provide photographs whenever possible in support of the damage report.

It is the responsibility of the consignee, or receiving company, to protect the cargo from further damage, in order to mitigate the loss.

4. Submit Claim Documents to Aeronet

Documenting a claim is a relatively easy procedure. If done properly the first time, inconvenience and delays can be avoided. Please provide an original copy of the following documents:

• Commercial invoice
• Packing list
• Original purchase order
• The master bill of lading or air waybill (front and back – signed, if possible)
• The house bill of lading or air waybill (front and back – signed, if possible)
• Any inland bills of lading
• Customs 7501 form (on import shipments, if duty was incurred and insured)
• Preliminary claim letter submitted to all carriers, and their replies (if any)
• Original, signed survey report (if applicable)
• All delivery receipts with exceptions noted (if applicable)
• Proof of delivery or dock receipt
• Missing cargo report form (if shortage or non-delivery claim)
• Itemized claim statement detailing damage and cost estimate
• Photos

5. Note Concealed Damage

In the case of concealed damage, notification must be furnished, in writing, to the cargo claims department within fifteen (15) days from the date of delivery of the shipment. When a formal claim is filed, the claimant must prove that the damage in question occurred while in Aeronet’s custody.

6. Inspection

1. If necessary, Aeronet, will arrange for an inspection of the damaged freight, as soon as practical, following notification.
2. All containers and packing materials must be retained for inspection.
3. The inspector will give a copy of the inspection report to the consignee, and will forward the original to Aeronet.

7. Claims Address

Mail:
Aeronet Worldwide
Attn: Cargo Claims
42 Corporate Park, Suite 100
Irvine CA 92606

Email:
Claims@Aeronet.com
BTurner@Aeronet.com
RGalera@Aeronet.com

8. Acknowledgement

Upon receipt of a claim, Aeronet will acknowledge the claim in writing within thirty (30) days, and request any additional documentation or information.

Checklist

On Arrival:

• Inspect cargo
• Note exceptions on delivery receipt
• Preliminary notice to Aeronet
• Notify all carriers involved in transaction
• Submit required documents to Aeronet

Container Shipments:

• Ensure bills of lading specify the number of packages in each container
• Ensure all relevant documents show the container seal number
• Examine contents of container before signing the delivery receipt (if possible).

Documents:

• Commercial invoice
• Packing list
• Master bill of lading or air waybill
• House bill of lading or air waybill
• Inland waybill
• Freight invoice
• Customs 7501 form
• Original certificate of insurance
• Written notice to carriers and response
• Survey report
• Proof of delivery receipt
• Dock receipt
• Missing cargo report
• Inspection report (if performed)
• Photos and additional proof that may pertain to the claim

Note that the above procedures and documentation will normally be sufficient, but specific circumstances may require additional action or documentation. Under all circumstances, you must always act promptly to reasonably and safely preserve and protect your shipment, in order to protect your rights.

Updated 9/26/2022