We are sorry If our service didn’t meet your expectations or you shipment has been damaged. You could send us your claim form. Please find below answers to frequency asked questions and claim form.

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Frequently asked questions

What is a claim?

Claim is special type of written complaint, related with damage, loss or defect in the shipment caused during the time from accepting to the transporting, until delivery or delay in delivery. Claim can be complaint related with inventory differences.

How to make a claim?

To make effective claim it is necessary to send claim form by customer with required documentation on address: knpl.NF.Claim-rt(at)kuehne-nagel.com. Technical requirements are indicated at the end of the complaint form.

What documents are necessary to make a claim?

•    Document confirming the agreement (offer, contract, order);
•    Damage report;
•    Commercial invoice related with shipment (not concern delay);
•    Correction of commercial invoice (not concern delay);
•    Waybill;
•    Electronic correspondence;
•    Photos of complaint shipment (not concern delay);
•    Document confirming utilization - in case of total shipment damage.

What is a protocol?

It is document (statement), which determine among others: type, circumstances and size of the damage. It is bilateral document, written by the recipient and the driver who deliver the shipment.

Preparing a damage protocol in the presence of the driver is not a claim, but only shipment reservation.

What are the consequences of not sending a complete set of documents by customer?

If customer doesn't send require documents mentioned in 4th point claim will not be considered. In special cases Kuehne + Nagel Sp. z o.o. has the right to demand additional documents, which are required to examination of a claim.

What is SDR?

SDR - is the non-cash currency unit, related with the international carriage of goods by road. SDR exchange rate is announced in Table A which shows average foreign exchange rates (XDR currency code).

Decision - conclusion of the complaint

Claim may result in a positive decision or refusal to pay. Decision is send by e-mail on address, which is indicated by customer in a complaint form.

In case of positive decision it is required to insert a debit note by customer and send original version on mailing address of company.