Customer Guidelines for Claims Handling

Conditions of Carriage of Goods by Sea

The Conditions of Carriage shall apply to every contract concluded with Stena Line whether evidenced by the issue of a document or not.

Inspection of the unit

The driver shall inspect the unit for all visible damages before removing it from Stena Line´s custody. If the driver detects damage he/she must report it immediately to Stena Line’s staff at the Port. A damage report must then be completed and signed by Stena Line’s staff. Please note that a damage report signed by Stena Line is not an admission of liability, just a description of damages found on the unit. Also it cannot be accepted as a formal claim and any claim must be submitted in accordance with the procedures below.

No liability whatsoever will be accepted for damages reported after removal of the unit from Stena Line´s custody.

If cameras are available at a particular location a signed damage report is not required, however, it is still necessary to notify Stena Line of any damage.

Stena Line may require a surveyor to inspect any damage before the unit is removed from Stena Line’s premises or any repair work undertaken. If repair work is carried out on the quayside, Stena Line’s staff must be notified before the unit is removed from Stena Line´s care.

Claims handling

As the damage report cannot be accepted as a claim for damages found on the unit, a formal claim must be submitted before any settlement can be considered. To ensure prompt resolution of any claim it should be sent in writing without delay, to the relevant Stena Line claims department for the route where the damage occurred with all appropriate and relevant documentation attached (see below). If incomplete information is provided further information may be requested before settlement of any claim can be considered.

Cargo claims, irrespective of liability, will be time barred 12 months after the date of unloading unless legal proceedings are brought within that time. To avoid that the claim becomes time barred, the customer must apply in writing to the relevant claims department for an extension of the time bar before it expires. Stena Line will normally grant a time extension for a period of three months. It is at Stena Line’s absolute discretion as to whether an application for an extension is granted. It is the customer´s responsibility to check the time bar.

All claims will be settled in accordance with the document Settlement of Claims (The Blue Card), which can be found in Freight Facts or sent upon request.

A complete claim must contain the following information:

- Name of the vessel
- Route of shipping
- Date of damage
- Unit / trailer registration number
- Stena Line signed damage report or camera inspection photographs
- Description of event / damages
- Copy of paid repair invoice

Addresses and telephone numbers for the claims departments for the various routes:

For local guidelines see specific routes, Claims Guidelines.

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