How Begoma handles claims

Things rarely go wrong. But when they do, it’s crucial to act quickly and clarify what happened – and who is responsible. Read how we at Begoma handle claims.

Only 0.1 percent of all our orders result in claims. That is a number we are proud of. However, when something goes wrong, we handle all our claims with urgency and care.

Every claim gets handled the same way. Our Claims Manager, Annika Nilsson, is the first point of contact for every mishap or error that occurs. After a claim has been received, she contacts the customer, the carrier and insurance companies to start an investigation.

– The aim of every investigation is to get all the relevant facts on the table. We request any photographs from loading and unloading that may have been taken and check for notes in the CMR, to see if we can recount the chain of events, as objectively as possible, says Annika Nilsson.

If the value of the load in question exceeds our deductible, the investigation is handled directly by our insurance company. The investigation will present which part in the claim that bears responsibility.

Use proper packaging

The reason behind the claims we receive can vary greatly, but one common culprit behind damaged goods is insufficient packaging. Proper packaging, meant for transportation, is essential to prevent damage or unwanted surprises during loading, transportation and unloading.

– Correct packaging is the most important step to minimize the risk, together with proper documentation of how the goods should be handled. The more information we have, the better we can handle the goods during the entire journey, says Annika Nilsson.

Inspecting the goods once they arrive is the last important step. Checking for possible damages is essential before signing the CMR. Damages that are found after the signature has been made will, in general, be hard to be reimbursed for.

If you find any damages when you receive your goods, make sure to take pictures. If you use a mobile phone, the pictures can both be geo tagged and time stamped, which will help you greatly during the claims process.

Contact our Claims Manager

Do you have any questions regarding claims handling or wish to speak directly to someone about errors or mishaps in a delivery? Contact Annika Nilsson, Begoma’s Claims Manager:

annika.nilsson@begoma.se

tel: +46 40 35 85 16