Service
A claim is when the policy is finally read.
Our service model is built on speed of survey, clarity of documentation and a settlement basis agreed before the shipment left.
Claims philosophy
Adjusted by marine people, not scripts.
Atlas claims are handled by the same team that underwrote the risk. There is no handoff to an unrelated department, and no requirement to prove the obvious. Because values are agreed in advance and surveys are attended promptly, the argument that consumes most cargo claims — what the item was worth — is already settled.
Claims process
Four steps from notification to payment
01
Notify
Call the 24/7 claims desk or email claims@atlasmarinecargo.com with the certificate number, bill of lading and a description of the damage. Do not sign a clean delivery receipt for damaged goods.
02
Survey
An Atlas correspondent or independent marine surveyor is appointed, usually within 24 hours, to attend the cargo before it is moved or unpacked further.
03
Mitigate
We authorise immediate protective steps — reconditioning, climate control, conservation, security — and reimburse reasonable sue and labour expenditure.
04
Adjust and pay
Documented claims are adjusted against the agreed value. Advance payments are released on complex losses so your programme is not held hostage to a long adjustment.
Risk services before the loss
- Pre-shipment packing and crating reviews with our loss prevention engineers
- Lashing and stowage plan appraisal for out-of-gauge and heavy-lift cargo
- Vault, cash centre and premises security surveys for specie risks
- Route and port risk intelligence, including piracy and political exposure
- Shock recorder and data logger programmes for calibration-sensitive equipment
- Appraisal coordination for art, jewelry and collections
24/7 claims desk
Report a loss
Available every day of the year, in every time zone. Have your certificate number and transport documents to hand.
Request a Quote
Ready to place your risk with Atlas?
Send us the shipment details and an underwriter will respond with terms, not a call centre script.
Start a Submission