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DHL Guide > Claim Conditions

Claim Conditions

Claims are subject to the following factors:

DHL Claim Conditions

Important Information

Please complete the “Notification of Insurance Claim” form (CC11 Rev 3), where applicable, in full. Please ensure that ALL boxes are completed wherever applicable. In respect to partial loss and partial damage claims, confirmation of value WILL be required for the entire shipment.

Please note that in almost all situations it is only the shipper that may make a claim.
The “Shipper” is deemed to be the person who signed the DHL waybill and agreed to the Terms and Conditions of Carriage on your behalf and on behalf of anyone else with an interest in the Shipment. The Shipper must fill in the claim form.

Claims for international inbound shipments to the UK will need a release of rights from the DHL origin and the Shipper before the claim can be processed in the UK. DHL will gain that release.

If you are a manufacturer or a supplier, the amount of the claim should be the wholesale or manufactured cost (i.e. your cost) NOT the retail value of the item.

The insurance is subject to the conditions of average.
In the event that the subject-matter insured is at the time of loss greater in value than the declared insured amount, the assured shall only be entitled to recover a proportion of the said loss in proportion to the total value of the said interest.

All damaged merchandise and packaging MUST be retained in the original shipping container at the receiver’s location in order that DHL, or an appointed loss adjuster, may make inspection. Photographs of the above WILL need to be submitted to DHL by the claimant in respect to ALL damage claims.

All “Notification of Insurance Claim” forms (CC11 Rev 2) need be returned to the following address within sixty (60) days from the date that DHL accepted the Shipment:

DHL International (UK) Ltd,
Customer Claims Department,
Millennium House, Unit 5 Argosy Road,
East Midlands Airport, Castle Donington,
Derbyshire, DE74 2SA

Email**: gb.csinsurance@dhl.com

LIABILITY NOT ASSUMED:
(Consequential loss) DHL shall not be liable in any event for any special, incidental, or consequential damages, including, but not limited to loss of profits, income, interest or future business, whether special, direct or indirect and even if DHL had knowledge that such damages might be incurred at any time.

SETTLEMENTS, TRANSPORTATION AND ASSOCIATED CHARGES:
DHL reserves the right to remunerate any associated carriage charges to the claimant’s DHL account, wherever applicable.

** Any claim form being returned by email must be a scan of the original, in the form of an attached PDF file. Please note that we cannot accept any electronic or digital signatures on the claim form. By following these instructions, you will assist us in expediting your claim. Thank You for your co-operation.

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