Placing an Insurance Claim

Placing an Insurance claim

1. Check client's account to verify that client is an "insurance customer" (i.e. - client had accepted insurance prior to claim) before starting a claim.

2. Ensure that the invoice value of the goods is entered in AWB maintenance and the correct insurance premium has been charged. In the event that a package goes missing, you still have to charge the customer for the freight (Ezone Miami will still charge you for the freight) and insurance, as they will be reimbursed. If you do not charge the customer for insurance in our software the claim will be denied.

3. Package arrives damaged / wet, you need to:

(a)     Ascertain from client (and also evaluate for yourself) the extent of the damage - can the damage be repaired / damaged part replaced ? or is damage to the extent, that the complete package (item) must be reordered / totally replaced ? If the cost of repairs exceeds 80% of the original cost of the item, the insurance company will typically consider it a total loss.  Should repairs or replacement part(s) be the decision then kindly have client provide you with a quotation for same (from a reputable company) and scan and email / fax quotation to us. NB: Two estimates are required for repairs over USD$1,000.00

(b)   Take pictures of the item in its box showing all supporting packaging as sent by supplier - i.e. do not remove bubble wrap / stuffing / etc. Please make sure that any crushed / torn / cut / damaged areas of package's box / packaging is shown in pictures.

(c)    Take pictures of the damaged package itself, i.e. outside of its box / packaging, these must clearly show the "damage" to the package and damaged area(s)

(d)   Acquire a copy of the invoice from the customer. If package contains multiple items and only some are damaged, you need to highlight / mark the damaged items on the invoice.

(e)    Email / Fax all of the above to us in Miami, with a precise subject heading and clear explanation of what happened.

4. Should the item have been lost/stolen while in our custody (received @ Ezone Llc Miami but never received by you) then kindly have client provide you with an invoice for item(s) from supplier and scan and email / fax to us.

5. Should the package be received by you but with the/some contents missing, you need to:
1. Take pictures of the package that clearly show that it is empty/ where the missing item(s) would have been, also take pictures of any signs of tampering to the package or the courier bag.
2. Provide us with an invoice for the item(s)

REMINDERS:

(a)    Packages are insured for 150% of their invoice value. Your insurance premium to your customer is USD$1.00 per every USD$100.00 or part thereof, of the package’s insured value.

(b)   You must invoice your entire shipment i.e. all packages/hawbs, in our software, upon its arrival into your country. This must be done whether the package is Customs cleared, bonded, received empty/some contents missing, received wet/damaged etc. Each package’s freight/insurance invoice must be processed/ created.

(c)    To invoice Customs clearance charges (Duty etc) to a previously bonded package; in Airway Bill maintenance simply enter the respective hawb# in the AWB data field, click Create Clearance Invoice, then click SAVE. Proceed to Deliver Goods and invoice the respective clearance hawb with all respective clearance charges (Duty etc)

Print and email invoice for/to customer as you would any invoice.