Hapag-Lloyd Introduces ‘Efficient Cargo Claims Handling’

With its seventh quality promise ‘Efficient Cargo Claims Handling’, Hapag-Lloyd aims to significantly accelerate the processing of cargo claims by reducing the overall time between the receipt of a customer’s cargo claim and the proposal for a settlement. In the future, customers should receive a solution proposal within 14 days in 85 percent of cases, including the approval of a replacement claim, rejection of a claim, or the initiation of settlement negotiations.

(Hamburg) By focusing on the efficient handling of cargo claims and making the process as fast and efficient as possible, the carrier emphasizes the importance of timely damage settlement for the customer. Incidents that lead to replacement claims for customers, whether damages or loss of cargo, are burdensome and time-consuming.

“By processing cargo claims within 14 days, Hapag-Lloyd is significantly below the industry average of 30 days,” says Thomas Mansfeld, General Counsel and Head of Corporate Insurance and Risk Management at Hapag-Lloyd. “We are confident that we will achieve this promise with our highly qualified cargo damage department. To ensure our experts can respond quickly to all inquiries, we have created new structures, systems, and tools and are optimizing our internal processes. We ensure closer collaboration among all relevant departments and clear communication channels. Our goal is to make the settlement process simple and transparent for our customers because we recognize the urgency from their perspective.”

Customers Will Receive Individual Support

Hapag-Lloyd’s customers can rely on professional advice from designated experts and can be assured of receiving individual support when they need it. Especially when it comes to correspondence, emails, and phone calls to resolve a cargo claim, a noticeable relief will be felt. To resolve a damage claim, Hapag-Lloyd only requests the documents relevant to the specific case. This allows customers to benefit from a straightforward and time-saving process. While they can focus on their daily business and increase their productivity, they quickly receive certainty about whether liability will be assumed. A new tracking system for the status of open cargo claims and a new performance management system provide more accurate data quality and give customers greater transparency and ultimately increased planning security.

To accelerate the entire process of handling cargo claims, Hapag-Lloyd relies on its customers providing the necessary documents completely in a single transaction and responding promptly to inquiries or settlement proposals. To make the process clearer and simpler for all customers, Hapag-Lloyd will offer standardized email templates or online forms on the way to greater efficiency.

Quality Promise Accessible via Customer Dashboard

Customers can track Hapag-Lloyd’s performance regarding the seventh quality promise ‘Efficient Cargo Claims Handling’ through the Quality Promise Customer Dashboard. This provides global data as well as regular updates at the individual customer level.

With the quality promise ‘Efficient Cargo Claims Handling’, Hapag-Lloyd aims to further strengthen the trustful relationship with its customers and reaffirm its commitment to higher service quality. Hapag-Lloyd pursues the overarching goal of being the first choice for its customers – in line with the overall goal formulated in the ‘Strategy 2023’ to become ‘Number One for Quality’.

Photo: © Hapag-Lloyd