Claims handling

The claimant should follow the instructions under the “Important Notice” part of the Certificate.

The Freight Forwarder should log in and file the claim online.

Please ensure that the correct Certificate of Insurance number is chosen from the drop-down menu.

You will receive instructions from Acis Claims Department (or Surveyors if appointed); please help them by providing copies of the following documents:

Copy of the Certificate of Insurance
Commercial Invoice
Packing List
Bill of Lading / Air Waybill / Consignment Note
Signed Delivery Receipt
Copies of letter notifying Carriers of the claim and holding them responsible
Carriers' replies if available

The instructions of Acis Claims Department or appointed Surveyors take precedence over written instructions here. Failure to follow instructions may result in delays or possibly denial of claim.

Please keep full written records of all correspondence or conversations.

If the claim amount is estimated to be OVER US$1,500 (or currency equivalent):

Contact either the Surveyor named on the Certificate of Insurance or any Lloyd's approved Survey Agent. If you cannot make any contact then please communicate with Acis Claims Department for advice. Contact details can be found on the About page of this website.