Once a claim has been raised a SIX digit claim reference number will be emailed to you.

You will then need to respond to the email with your supporting documents

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You will require the following documents for your claim.

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> Sale Invoice

> Purchase Invoice or mark up percentage

> Weight of the damage or loss

> Any salvage details

> Official Claim Form

> Repair Cost

> Disposal Details

> Photographs

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We aim to process all claims to the point of settlement or closure within 60 working days from the date we receive the complete QC information into claims. If the information is given fully, and the claim needs no further questioning it can normally be settled in approximately 14 working days. If claims are only presented in part, the request steps can be repeated as often as is necessary, each time this happens the claim will be reviewed again. This process slows the consideration of a claim down significantly and we advise you to collate as much information as is possible, before forwarding your claim details to us.

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You can download the official claim form here

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• Intentions of a claim must be submitted on the claims management system within 7 days of delivery for damaged pallets or within 28 days of a lost pallet. failure to do so will result in the claim being marked as "out of time" and claim will not be considered.

• Consignments are covered under a Cradle to Grave (C2G) policy for all consignments in the UK and Eire.

• This policy is a Liability only policy and not an All-Risk Cover policy.

• The policy is based on Standard RHA 2020 and/or Freight Transport Association of Carriage 2022 Terms and Conditions with an uplifted financial limitation of liability of £5000 per tonne.

• In the event of a claim made under the policy being subject to terms and conditions less than these held, insurers are obliged to settle at the lower value of terms. 

• Under the terms of this policy, claims can only be made if the goods are securely wrapped, packaged, and protected for the normal rigours of transit as per the RHA terms and conditions.

• Under the terms of the policy, any freight incorrectly manifested (including misrepresentation of weight), incorrectly labelled or unmanifested is NOT covered. If, upon investigation, any of these exclusions are proven, the claim will be rejected.

• All claims are limited by weight and an accurate weight must be given for any claim made. Manifest weight is NOT documentary proof of weight, this must come from you as a  customer and be advised prior to transit. 

• If the pallet weighs more than the manifested weight, the claim may be limited or rejected due to being incorrectly manifested.

• All claims must be over £10.00 or 2KG.

• Consequential loss is not covered by the policy.

• The general exclusions under the RHA 2020 and/or Freight Transport Association of Carriage 2022 policy are still applicable to the policy.

• Perishable foods or living items including plants are not covered under the C2G policy.

• In addition to the normal C2G policy, cover is available at CMR liability for all freight that is travelling to/from Europe channelled through the designated overseas portal whilst in the UK.

• Full Value Cover is also available which is an all-risk policy. This is a premium based policy and can be purchased for each consignment, this can be purchased by emailing depot.support@kimes.co.uk prior to the goods leaving your collection address.

• in order to make a claim for damages or loss the following must have been undertaken:

1. Goods must be securely wrapped.​

2. Engines or machinery must be drained of all liquids.

3. All freight must be palletised.

4. All labels must be correct.

5. Weight of consignments must be true to the manifested details.

6. All freight must be manifested correctly to enable a claim to be made under our policy.

7. You must assist the insurer when asked for information.

8. If liability cannot be proven no claim can be considered.

9. Goods must not be disposed of, unless authorised by the claims department.

We aim to process all claims to the point of settlement or closure within 60 working days from the date we receive the complete QC information into claims. If the information is given fully, and the claim needs no further questioning it can normally be settled in approximately 14 working days. If claims are only presented in part, the request steps can be repeated as often as is necessary, each time this happens the claim will be reviewed again. This process slows the consideration of a claim down significantly and we advise you to collate as much information as is possible, before forwarding your claim details to us.