Your Belongings are Safe, But What If Something Goes Wrong?
During international shipping journeys of thousands of kilometers, including customs transfers and warehouse loadings, although we take the highest level of precautions, unexpected situations can sometimes occur. At Han Bros Cargo, our priority is damage-free delivery; however, when a mishap occurs, we operate a transparent "Damage Management Process" in order not to victimize our customers. Here are the steps you should follow if you encounter a damage situation on the Austria shipping route:
1. Control and Minutes at Delivery (The Most Critical Step)
When your belongings reach your address in Vienna, Graz, or Salzburg, always check the boxes and furniture during the unloading process. If you notice a visible crush, break, or opening of the package from the outside:
- Damage Detection Minutes: Immediately prepare a damage detection report in the presence of our driver or the local delivery team.
- Signature: The report must be signed by both you and the person performing the delivery.
- Adding a Note: Do not forget to add the note "Received Damaged" to the delivery slip (CMR or Waybill).
2. Visual Evidences: Photos and Videos
Clearly photograph the state of the item you think is damaged before it is removed from its package and the damaged details after opening the package. Wide and close-up photos are vital for the insurance company to understand where the damage occurred (inside the vehicle, during loading, etc.).
3. Notification and File Opening
Notify your Han Bros Cargo customer representative of the damage situation on the day of delivery or at the latest within 24 hours. Our consultants immediately make the insurance notification (Claim) through your policy. At this stage, documents showing the 'Packing List' and the current cost value of the item may be requested from you.
4. Appraisal and Compensation Process
For damages above a certain amount, the insurance company may appoint an independent appraisal. After the appraisal report, if the repair of the damage is possible, the repair cost is paid, and if not possible, the replacement (new) cost is paid to you according to the policy conditions. As Han Bros Cargo, we bridge the gap between you and the insurance company at every step of this process.
Frequently Asked Questions
Will damage I noticed 3 days after delivery is finished be paid?
According to international shipping rules, it is essential that the damage be detected at the time of delivery. Since it's hard to prove that damages noticed late are caused by shipping, the insurance may reject it. Therefore, comply with the 'check at delivery' rule. Internal damages caused by incorrect packing done by the customer himself, force majeure, and situations outside the scope of the policy (for example, perishable food products) may remain outside the insurance.In which cases does the insurance not pay?
How long does the compensation payment take?
After the completion of the damage file, the insurance company's review process is usually finalized within 15 to 45 business days.
What happens if only one piece of my item is missing?
A loss situation is also evaluated as damage. The missing part is identified over the inventory list, and the compensation process is operated.
What is Han Bros Cargo's own responsibility?
In any case originating from our operational errors, we are by our customer's side with our corporate guarantee and CMR responsibility insurance.
Even in bad scenarios, Han Bros Cargo is by your side! We guarantee a peaceful move with our transparent processes and professional damage management. Move with confidence!
